Bandwidth Limit Exceeded

Issues related to the use and operation of Family History Centers
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DiManley
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Bandwidth Limit Exceeded

#1

Post by DiManley »

We have a patron trying to download an image that must be viewed at the FHC. We are able to bring up the image on screen; however, when he tries to download the image we are receiving a message that says "Bandwidth Limit Exceeded." The message goes on to say that our "data needs have exceeded the general use license and purpose of the web application, and you are now temporarily blocked from downloading images." This was the only image that had been downloaded (or attempted to be downloaded). No other patrons were downloading and no one else had been in to the center to download; so we can't possibly have exceeded any limit.

We called Salt Lake, but their solution was that we needed to post here; they weren't able to tell us why this is happening or how to correct it (other than to wait the hour). Unfortunately, our patron doesn't want to wait around for an hour (and shouldn't have to).

Can anyone out there help us with this. We are on Windows 10 computers and have tried viewing the image on three different computers, but each gives the same message. Thank You
russellhltn
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Re: Bandwidth Limit Exceeded

#2

Post by russellhltn »

The first step is to figure out where that message is coming from. Is there any identification that indicates that entity is saying this? Possibilities include your ISP, a FamilySearch partner that's hosting the image, or the host of the FamilySearch partner which is being used to hold the image.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
DiManley
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Re: Bandwidth Limit Exceeded

#3

Post by DiManley »

The error message ends with "Thank you for using FamilySearch." So it appears the message is coming from FS. It is happening on any image we try to download; even US census. So this isn't an image exclusive to the limited view collections. Here is a copy and paste of the message:

"Bandwidth Limit Exceeded
Your data needs have exceeded the general use license and purpose for this web application, and you are now temporarily blocked from downloading images. In one hour, your privileges will be restored. To avoid this message in the future, you will need to reduce your data usage. If you have data needs that exceed the general use license and purpose for this web application, please contact searchfeedback@familysearch.org for more information on proper access of FamilySearch data.

Data accessible through the FamilySearch APIs is protected by copyright. Any programmatic access, reformatting, or rerouting of this data without permission is prohibited. FamilySearch considers such unauthorized use a violation of its reproduction, derivation, and distribution rights.

Thank you for using FamilySearch.org"

As I say, this is happening on downloading any image.
russellhltn
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Re: Bandwidth Limit Exceeded

#4

Post by russellhltn »

Sure sounds like it's coming from FamilySearch. There's no one here that can resolve that. The one person who is associated with FS, hasn't been by in awhile. You might have better luck over at https://community.familysearch.org/.

Or, you could try calling into Family History Center support. The challenge is to work your way past the front line service missionaries to get to someone who can actually do something.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
DiManley
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Re: Bandwidth Limit Exceeded

#5

Post by DiManley »

Thank you for your reply. I have posted on the community page, but no response there either; other than someone posting that their center was having the same issue. We tried calling Center support, but they couldn't help. They tried to get a tech person to come online with us, but they wouldn't and told the missionary to have us post on here. It is getting a little frustrating to not have any help from Salt Lake on this.
russellhltn
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Re: Bandwidth Limit Exceeded

#6

Post by russellhltn »

I'm making a guess that FS has notice a very high usage from some places and has placed a limit on usage. They probably intended to exempt FHC, but it was based on the assumption that an authorized FHC would be connected properly to the church network and running church management tools.

Verify that you are an authorized FHC with it's own unit number (usually starting with a 3 or a 4). Stake leaders have been known to create a facility on their own authority, but that doesn't make it an official FHC recognized by the Family History Department.

Have your Stake Technology Specialist verify that your FHC computers are connected port on the firewall set to "Special" zone. I'm not sure if this will work properly if your using wireless to connect the computers. Typically, a FHC computer will have a 10.x.x.x IP address and not a 192.168.x.x. one.

Make sure the computers are running the church management software for FHCs. This is different from the management software for clerk computers. It used to be you could download it from FamilySearch, but I'm not finding that site at the moment. I think you're looking for "FHC_Identification" tool. If you have "FHC Application Finder" installed, that's probably a good indication that the needed tool is also installed.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
DiManley
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Re: Bandwidth Limit Exceeded

#7

Post by DiManley »

We are an authorized FHC and have a unit number. All our computers are using the FHC software and the network is connected to the firewall. All of our computers have the FHC Identification tool and application finder.

Someone replied to my post on the community page that their center is having the same issue, but other than her response, nothing.

We tried calling Family History Center support "again" regarding this problem, but we didn't get any further than finding out that our message/issue has been sent to tech and there is nothing more they can do. We asked to speak to tech, but we were told that isn't possible and that most likely they (tech) had all left for the day. So we are left not knowing when this will be resolved or even if anyone is working on it. This is very frustrating for us and for our patrons.

Thank you for assistance with this, you have been the only one to even try to help us.
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sbradshaw
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Re: Bandwidth Limit Exceeded

#8

Post by sbradshaw »

Are you right-clicking to download the image, or pressing a download button?

If you're on Facebook, you could also try posting on the "Temple and Family History Consultants" Facebook group – there are several knowledgeable people there:
https://www.facebook.com/groups/TempleA ... nsultants/
Samuel Bradshaw • If you desire to serve God, you are called to the work.
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aebrown
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Re: Bandwidth Limit Exceeded

#9

Post by aebrown »

DiManley wrote: Tue Aug 24, 2021 1:33 pm"Bandwidth Limit Exceeded"
...
As I say, this is happening on downloading any image.
I work at FamilySearch (but not in the groups that handle record downloads or FHCs). But I was able to dig into this and discovered that it is indeed a problem related to the FHC-specific software. The chief architect of FamilySearch is personally looking into the issue. It is a thorny issue and may take some time, but rest assured that it is being addressed. Thanks for your patience in the meantime.
PeteCollat
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Re: Bandwidth Limit Exceeded

#10

Post by PeteCollat »

We have had this happen when multiple images have been downloaded, it seem a quota was exceeded. As I recall, trying again a few days later worked.
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