Frequently asked questions

DjVu viewer

Do I need the DjVu enhanced viewer?

There are two ways of viewing images on the site – the standard and the enhanced viewers.

The standard viewer uses Flash and therefore, as long as your machine has Flash installed, will not require you to download anything in order to view images.

Images take longer to load with the standard viewer, therefore users on a dial-up or slower speed broadband connection may find it useful to download the enhanced DjVu viewer.

The quality of the images when viewed with the standard viewer is just as high.

Installation

Why can’t I install the enhanced viewer DjVu plug in?

Please note: if you are using Internet Explorer 7 you may receive a warning message about running the DjVu plug-in on the top of the new screen on the test image page. Please make sure you click ‘Run Active X Control’ and then click ‘Run’ on the new pop up to allow the install and the image to appear.

Djvu plugin

If you continue to experience problems, please let us know.

My Mozilla Firefox browser cannot find the plug in

When trying to view images on the site using the Mozilla Firefox browser for the first time you may see the following, circled message:

No plugin

Unfortunately, the Mozilla Firefox browser is not able to locate the DjVu plug in so you will have to download the plug in by clicking here.

Nothing happens when I click on view

It may be that you have a pop up blocker on your machine which is preventing the new window from opening. You should find that clicking on the ‘VIEW’ option whilst the ‘Ctrl’ key is held down will allow the window to open.

Blank Images

Why am I receiving blank images?

1) You may have incorrectly installed the advanced viewer DjVu plug in.

  • Click on the 'Start' button in the bottom left-hand corner of your desktop.
  • Highlight 'Settings' and click on 'Control Panel'.
  • Once in the 'Control Panel' window look for and click on 'Add or Remove Programs'.
  • In the 'Add or Remove Programs' window look for 'Lizardtech DjVu Control' or ‘DjVu control’.

If 'Lizardtech DjVu Control' is listed this means that DjVu is installed on the computer.

By choosing to view images with the standard viewer, which uses Flash, you will not need to download DjVu. See ‘do I need the DjVu advanced viewer’ above.

2) Try uninstalling and reinstalling the advanced viewer plug in:

  • Please ensure that you close down your internet browser/connection
  • Go to your desktop and double click on the ‘My Computer’ icon
  • Double click on Local disk (C:), look for and double click on the ‘Program Files’ folder, and then look for the ‘Lizardtech’ file
  • Delete the ‘Lizardtech’ folder by right hand clicking on the folder and select ‘Delete’ from the menu
  • You will be presented with the following message: ‘Are you sure you want to remove the folder ‘Lizardtech’ and move all its content to the recycle bin?’ click on ‘Yes’.

You can now open your internet browser again.

Next, click on the link below and follow the on screen instructions:

http://www.findmypast.com/files/windows/djvu_plugin.most.current.exe

Download this file and once downloaded make sure you click either ‘Open’ or ‘Run’ this will install the most recent version of the DjVu plug in.

3) Internet Security Settings

If you are having problems viewing images or opening the payments page on the site, the problems may be caused by your internet browser settings or internet security software.  Please follow these instructions:

Open Internet Explorer and select ‘tools’ from the menu list at the top of your browser.  Next, select ‘internet options’ and go to the advanced tab.  Now scroll down to an option entitled ‘enable third-party browser extensions (requires restart)’ and uncheck the box to the left.

Now close down your internet browser, restart you’re PC and try to view an image again.

4) Security Software

The problem could also be caused by some form of internet security software, such as McAfee Security Centre or Norton Internet Security. You may wish to try disabling any security software, close down your browser and try again.

5) Try changing your browser

If you are using an internet browser such as the Netscape, the AOL browser or Internet Explorer then we would suggest that you try using Mozilla Firefox (which can be downloaded by clicking on this link http://www.mozilla.com/firefox.

You will get the option to ‘save’, select this and you will be asked to select a destination to save the field to. Select the destination and click on ‘save’. When the download is complete go to the destination and double click on the file named ‘Firefox Setup x.x.exe.

Now simply follow the installshield wizard instructions and this will install the Firefox browser. To open the browser simply click on ‘start’, select ‘all programs’ and then select ‘Mozilla Firefox’. The browser is much the same as Internet explorer in terms of use.

If you are still unable to view images then it may be the case that you need to install the DjVu plug in again. To do so click on the link below and follow the on screen instructions:

http://www.findmypast.com/files/windows/djvu_plugin.most.current.exe

Site Crashes

Internet Explorer keeps crashing when I try to view images

The problem you are experiencing is caused by incompatible browser extensions and add-ons in Internet Explorer.

Are you running Norton security software alongside the Internet Explorer browser? If so, then disabling the add-on 'Norton Confidential Browser Helper Object' within Internet Explorer should resolve the problem. To do so, please follow these steps:

  1. In Internet Explorer go to Tools>manage add-ons>enable or disable add-ons
  2. Find Norton Confidential Browser Object
  3. Select and in settings check disable
  4. Click OK
  5. Close and reopen browser and try to view an image and then close it.

Below is a list of known incompatible toolbars that can cause crashes or hangs in IE. The current workaround is to disable (following the above procedure) or uninstall these when running IE:

  • RoboForm Toolbar
  • Cooxie Toolbar
  • Diodia Download Toolbar 2.4.01
  • AskJeeves Toolbar 4.0.1.1
  • CitiBank’s Virtual Card Number Generator
  • Mojicon Dispenser 1.05
  • Logos Toolbar
  • Windows Live Toolbar Helper
  • Lexmark Toolbar Browser Helper

In some instances, updating to the latest version of a toolbar or extension can resolve the ‘crashing’ problem. Below are a few commonly known problems and where to get the latest updates:

  • Google Desktop: Google has fixed an issue that was known to cause IE to crash when opening new tabs. The latest version is now available here.
  • MSN 1.02 Toolbar: The MSN 1.02 toolbar crashes Internet Explorer. The workaround is to disable the toolbar, using manage add-ons or, uninstall it. You can download the latest version here.
  • Microsoft Developer Toolbar: Older versions of the Microsoft Developer Toolbar do not display correctly on systems running Internet Explorer 7 Beta, and can cause hangs. You can download the latest version here.

Is there a different DjVu viewer for Macs?

You will need to download a version that works specifically for the Mac. Please see our help section for more details

Am I charged for downloading the DjVu viewer?

No, the DjVu viewer is a free piece of software

Can I download the DjVu viewer at my local library?

Sometimes, but you may need to ask for permission to download the DjVu viewer or make a special request for DjVu to be added to the "standard build" on all their PCs. 

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