06-30-2012 06:20:31 PM
Purchased my hotspot on April 2, 2012 and everything worked very well. I spend quite a bit of time researching geneology on Ancestry.com and it worked well until about June 1, 2012. The crazy thing is that the ONLY thing that I can't do via my hotspot is connect to Ancestry.com.........all other sites, including password protected sites, work fine.
I can connect to the internet with my laptop via any number of other internet connections, both private and public, and work on Ancestry all day. When others connect to my hotspot and try to access my Ancestry account they have the same issue.......it won't let them log in! Only when my Elevate hotspot is part of the equation is this an issue!!!!!!
I've been on the phone with ATT data folks for countless hours this month and still have not resolved my problem. They point the finger at Ancestry and Ancestry points the finger at ATT. The folks at Ancestry told me on two seperate occasions that they are aware that ATT and Bell South hotspot users have difficulty logging in and out. However, ATT denies this and assures me their equipment meets the latest and highest standards.
It would be great if someone at ATT could resolve this issue and restore my faith in your company!!!!!!!!!!!!!
07-02-2012 09:05:44 AM
I am having the same problem. I'm not sure when it started. I used to be able to use Ancestry.com with no problems. I also have the problem with AmericanAncestors.org.
I can sign on to Ancestry.com but within about 2 screens it will lose my signon and I have to sign on again. With AmericanAncestors.org I cannot sign on at all.
The help desk at AmericanAncestors was very helpful, but after 2 days of research they were not able to resolve the problem. Ancestry.com was less helpful, the 4th person I spoke to finally heard me say I had the AT&T cellular mobile hotspot and told me they were working with AT&T to find a fix. AT&T has been completely useless. They said it's obviously not their problem since it happens on 2 websites. After asking 3 times they finally confirmed that they were working with Ancestry.com but since it's a known problem there's nothing more to do.
It's a shame because I was very happy with the Elevate but must now consider going back to satellite internet.
07-03-2012 12:39:20 PM
I contacted Sierra and they came back with this suggestion:
"Does the Elevate do this on any other webpage? If not, then the issue has to do with the IP address that the Elevate obtains from ATT - please contact ATT for further troubleshooting.
If the problem occurs on all websites that you visit, then please try changing the WAN technology to either 4G only or North America 3G only.
1) Login to the hotspot -> http://att.elevate
2) Admin login password = attadmin
3) Click the vertical signal bars on the top left hand corner and change the network technology - screenshot attached."
I switched to 4G only and still have the problem. I will try again with AT&T after the holiday.
07-04-2012 07:29:30 AM
I have been having the same problem. I had no problems at all using ANCESTRY.com until sometime in June at which time it started popping me back to the sign in screen each time I logged in. If I was really lucky I could look at my tree but if I clicked on anything it told me to contact myself for information. I do not have any problem accessing and using ANCESTRY if I am at my sisters house using COMCAST or ATT UVERSE. I took the ELEVATE to my sisters signed in and did some work on ANCESTRY using COMCAST CABLE, worked for abt 2 hours, shut down the computer etc, plugged in the ELEVATE, no longer could get in. I went back and forth like this for awhile.
I spent a lot of time with ANCESTRY IT- 1st and second tier. They tried- consulted back and forth amongst their people & couldn't understand what was going on. They suggested I contact AT&T because it is not an ANCESTRY problem.
I have spent time (several different sessions) on the phone with AT&T. Then went to one of their stores, I had 3 different people their trying to help me. They used 2 different ELEVATES and couldn't get into my ANCESTRY. Then they tried their stores UVERSE, got in with no problem. One of the salespeople even called his spouse and had her try it from their home with their UVERSE, absolutely no problem. They suggested I contact SIERRA.
I contacted SIERRA by phone, a tech explained to me how to find my IP address. Then he told me to contact ANCESTRY and have them unblock that IP address. It wasn't their issue.
So..Now I go back to ANCESTRY. I explain everything, again. She didn't get it. I requested 2nd tier IT people. After explaining that by this time I had disabled my firewall. Uninstalled my virus program. Installed FIREFOX. Changed this, changed that etc. They told me they were aware of this particular problem and were working to correct it. I waited awhile then e-mailed them asking them if they had made any progress. The response "was not their problem" contact someone else. Will ever listen
OK, so now I am back to SIERRA. All 3 of the emails they have responded to have told me to change to 3G. If that does not work take the ELEVATE back to AT&T their is probably something wrong with it. Does ANYONE listen? 3 different ELEVATES have had the same problem at the AT&T store! I just borrowed my neighbors ELEVATE. Guess what....I can't access ANCESTRY on that one either.
I am so frustrated. Last week was the big reunion, 75+ people, all camping etc, etc. I was supposed to have the family tree printed out etc. Yea, didn't happen.
I have now come to the conclusion AT&T, SIERRA nor ANCESTRY has a clue.
07-06-2012 02:17:31 PM
07-09-2012 05:14:00 PM
I've been having trouble since about 6/1/2012 as well. We have a MiFi. My husband has been having other issues too. We are on the verge of moving our business too. We have been with them for 8 years. They have been good to rectify our issues in the past. I'm hoping they get this fixed SOON!
07-17-2012 03:04:32 PM
I am running mine on the recent firmware version 01.23 and am quite surprised to find that I can log in to my long-forgotten Ancestry "guest" account with no trouble.
07-18-2012 08:46:22 AM
This is the response I received from Sierra. The first time I contacted them by phone, 6/15/2012, ithe response was it wasn't the air card . Then several times by email. This was the final response on 7/4/2012.
We understand your frustration. However, you are emailing the wrong company. We are not AT&T. We are just the manufactures of the Hotspot device. What you are explaining and according to your email, Ancestry has informed you on 2 occasions that customers have issues with AT&T and Bell South and trying to use the Ancestry website. This sounds to be network related, but we are not network engineers.
Also, we see that a technician has suggested you make changes on your hotspot and it still does the same thing. We have no idea why you and others are having issues with this certain site.
What about replacing the Elevate with an actual USB aircard? See if that makes a difference for you.
Couldn't they have just responded with "we have a new update. See if that will work for you". I am at my sisters home working, now I can't wait to get home and see if the update will help me and I can stay home.
Frustrated in the country
09-17-2012 11:11:36 AM
This worked for 2 months. Now the same thing is happening again.
I re-installed the upgrade and it didn't make a difference.
Back to being kicked off ancestry.com every 2 pages and unable to sign in to americanancestors.org
What is going on?
09-22-2012 12:32:13 AM
there is an incompatibility between ancestry and AT&T mobile network. clearly it's ancestry's fault because EVERY other secure server works; apparently ATT has proxy servers in the middle that mess with the connection and it drops.
the solution: use VPN; solves the problem 100% by putting the connection outsie the ATT proxy.
09-22-2012 06:32:37 AM - edited 09-22-2012 07:31:44 AM
You have to use a VPN service such as acevpn.com. I think they have a free trial period. It sounds like you just enabled the function that lets you use VPN.
The problem is with the AT&T network. AT&T is using proxy servers that are breaking the secure like to ancestry.
Go to http:whatismyip.com and you can verify if you have a proxy server in the way.
update: ancestry.com declares they don't work via proxy servers here: http://ancestry.custhelp.com/app/answers/detail/a_
so i'm 100% certain that is the problem. You can confim that when it doesn't work, proxy server is the problem.
I re-upped my subscription to acevpn.com (best value VPN) so i can continue doing my geneaology
09-28-2012 06:30:13 PM
10-01-2012 07:12:10 AM
10-14-2012 06:57:01 AM
I also am having this problem. I had been using the AT@T aircard for about 2 1/2 years and never had a problem with Ancestry.com until about October 1st 2012. Then, the sign in problem began. I contacted Ancestry.com and after five calls to them they said that the problem was with the ATT&T network. I visited the local AT&T store where I purchased the Aircard and they managed to permanently damage the Aircard by removing the SIM chip and replacing it a number of times. The warranty had run out so I decided to purchase the Elevate hotspot. Well, when I got it home yesterday and tried to sign in to Ancestry I find that I have the same problem. Lo and behold, I now find that this is not a new problem with the AT&T network. I am going to take the hotspot back tomorrow 10/15/ 2012. I hate to do this because other this problem, I really like it. I will check around some of the other mobile providers and see if they have the same problem.
10-14-2012 09:08:06 AM
It will say possible proxy detected if there will be a problem. The problem is ancestry: they CHOOSE to block access via proxy servers.
AT&T apparently didn't used to do that and now they do. There is no guarantee that Verizon n sprint etc wont do the same. Only guarantee is to use VPN.
10-17-2012 03:43:23 AM
Thanks Andrew , I followed your recommendations and it worked perfectly. I am now able to use Ancestry.com with no problems. Thaks to you, I am now back to my genealogy research. Thanks again, clpaullus.
10-17-2012 08:27:07 PM