Online directory and LDS Tools app not working?

Recently the directory on LDS website and the LDS Tools app has stopped working. They are both basically saying that I don't have permission to access this data.

Anyone have any idea what the issue could be? It has sure been a bummer having to start printing out phone lists again. It doesn't appear that I am the only one with the issue in my ward, the bishop, the other counselor, and the Exec Sec, and the clerks are all having the same issue.

Any ideas would be great,

Bryan Ahlberg

Since the directory is still in development there will be times when it may be down temporarily. This is also true of the LDS Tools application. Check it a couple of hours later or even a day later. If you still have problems then there may be more to it than being down for maintenance. If that is the case then send in a discription of the issue through the feedback link.

Well it looks like there may be something bigger at play. It hasn't been working for us for more than three weeks. I have submitted feedback but haven't heard anything back. It was submitted under login problems. Would there be a better heading to submit it under?

Our stake was split a week or so before the issues started, I wonder if that is part of the problem?

bryanahl wrote:Well it looks like there may be something bigger at play. It hasn't been working for us for more than three weeks. I have submitted feedback but haven't heard anything back. It was submitted under login problems. Would there be a better heading to submit it under?

The particular category you choose may speed up or delay processing of feedback a bit, but it should still get handled.

bryanahl wrote:Our stake was split a week or so before the issues started, I wonder if that is part of the problem?

I would say that's very likely. In this post you can read about a similar problem with permissions taking a while to get restored after boundary realignment.

The directory and the ipod app still doesn't work and I haven't heard back from church tech.

Seems kind of weird though. I can access everything else online, I can even check the temple recommend status of the ward members. The map function works just fine but the directory and the calendar (which I don't know if it works anyway) are the only things that don't seem to work.

bryanahl wrote:The directory and the ipod app still doesn't work and I haven't heard back from church tech.

Seems kind of weird though. I can access everything else online, I can even check the temple recommend status of the ward members. The map function works just fine but the directory and the calendar (which I don't know if it works anyway) are the only things that don't seem to work.

I gather you are a unit leader. That gets you into the leadership sanctum of the website, which I think is walled off and authenticated separately. But I'm not sure to what extent your calling status would help enable or disable the basic directory, which is basically oriented to rank-and-file members at this point. The more granular privileges accorded to various callings might not yet make a difference in that part of the site as it is being developed.

A shot in the dark: In what country are you located?

Also, did you or anyone else ever have access to the directory since your unit split? If that was the event that broke access, then aebrown's theory about delays in processing might still explain things.

I am in Salt Lake City area so USA, the website and ipod app worked for about a week after the split. I think I noticed the website directory stop working and then I tried to update the ipod app to gather new member move-ins and that's when I got the error. I am in the bishopric, so that is why I have access to the leadership data. I guess it is still just a waiting game. I guess in this day and age is seems like 3-4 weeks is a long time for a delay in processing, we just aren't very patient anymore are we. I am not aware of anyone in the ward who currently has access to the directory via the website or access on the ipod app.

Thanks for the response, I will just keep patiently waiting.

As a process of elimination of possible causes for the issue you could check CDOL to see if you are listed correctly there for your unit. This will help eliminate the rights access aspect.

I checked CDOL and I check out as the 2nd counselor in the bishopric which is correct. It also shows the info that our stake was divided and our unit was transferred to the new stake unit.

jdlessley wrote:As a process of elimination of possible causes for the issue you could check CDOL to see if you are listed correctly there for your unit. This will help eliminate the rights access aspect.

If he can get into the leaders app (as he appears to have done) then he has to be in CDOL correctly.

We've eliminated access rights. LDS Account credentialling is eliminated since you can use those credentials to logon to other sites. What about web browsers? Are all those in your bishopric using the same operating system and web browser? What web browser and version are you using?

Are any other ward members other than the bishopric having difficulties in accessing the directory?

---Just trying to narrow down the possible areas to investigate.

Out of curiosity, what happens when you try to sign into the classic LUWS at https://secure.lds.org/units?

You said the stake split, but didn't say if you were in a new stake or an existing one. In the classic LUWS, the stake president had to authorize the ward website. If you attempted to login to the classic LUWS, it would tell you that your stake was not participating. I don't know if something similar has to be done with the new lds.org tools or not.

So, I just tried to log in to the classic website and had no luck, there it says that my user name or password is not registered. This leads me to think that the directory and calendar (still not sure if the calendar is even functional yet as I haven't seen it work) are some how still tied to data used with the old website. If that be the case then it is possible, like Russell mentioned, that our stake hasn't given us rights to use the website?

In the stake split, we did become part of the newly created stake. So, like previously stated, it could be possible that something on the stake level hasn't been activated.

I am on an apple computer and have tried firefox and safari, all current updates/versions. The bishop and other clerks are all on pc's using internet explorer or firefox.

I am not really certain on anyone else in the ward, I did have my wife try with her account and she also could not access the calendar and directory but did have access to all other features that her account permits. Her iphone app also stopped working the same time as mine.

I will check with our stake technology clerk and see if he can look into opening any permissions on the stake level. Thanks for the help thus far and I welcome any further feedback.

bryanahl wrote:So, I just tried to log in to the classic website and had no luck, there it says that my user name or password is not registered.

That's odd.

bryanahl wrote:I will check with our stake technology clerk and see if he can look into opening any permissions on the stake level. Thanks for the help thus far and I welcome any further feedback.

I don't think it's anything under his direct control, but he should be in a position to call Local Unit Support and find out what needs to be done. I do think it's something along the lines of the stake not being completely set up.

I talked with the stake clerk. He said there are a lot of people in the stake having issues, however, not everyone. He has access but the stake president and his counselors do not a have the same access. I guess they have an open ticket with church tech but it has been several weeks now and there still hasn't been any resolution. There is a number of people who do not have any problem accessing all the material but then there are a lot who can't access the old website and the directory.

Interesting how things work out sometimes.

bryanahl wrote:. . . there are a lot who can't access the old website and the directory.

Oddly enough, for a new stake to access the old website, the new stake president has to sign a form and fax it in to CHQ. We had to call and ask about the procedure, and they e-mailed us a form to print out, sign, and fax back. CHQ then activated the site for the new stake. The form tells them that the stake president authorizes using the site, and who the first stake website administrator will be for the classic site.

Be sure to follow up on the faxed form. We faxed it in twice, and they said they never could find it. We worked it out over the phone.

How the new site works, I do not know, other than when our new stake was created, we did nothing and everything worked after a few days.

I'm getting the same errors and belong to a newly created stake. Many other unit members have the same issues with the directory and calendar. No responses from the feedback channels. this has been going on for 1.5 months.

jbpreston wrote:I'm getting the same errors and belong to a newly created stake. Many other unit members have the same issues with the directory and calendar. No responses from the feedback channels. this has been going on for 1.5 months.

Our experience on these forums in dealing with newly created stakes is under the classic LUWS. We can only guess that the same procedure needs to be followed for the new directory and new calendar - that is the stake president for a new stake must submit a request to participate in the LUWS. I would check with the STS, if one has been called, to check on this.

We've been having the same problems, going on two weeks now. We've sent several emails to the support email alias. The response we received indicated that they've received a number of emails about it. That was over a week ago though and the problem still exists. Hope it's resolved soon.

Oh, and we too are part of a new stake and ward.

Joe

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bryanahl wrote:Recently the directory on LDS website and the LDS Tools app has stopped working. They are both basically saying that I don't have permission to access this data.

Anyone have any idea what the issue could be? It has sure been a bummer having to start printing out phone lists again. It doesn't appear that I am the only one with the issue in my ward, the bishop, the other counselor, and the Exec Sec, and the clerks are all having the same issue.

Any ideas would be great,

Bryan Ahlberg

I am a bag of emotions now. I am thankful I am not the only one having this problem. I am also a majr stress ball. I have asked for help everywhere can think of and I cannot access the directory or calendar. I was able to a few weeks ago. This is affecting my ability to get information out. Please help.

Jen

jdlessley wrote:We've eliminated access rights. LDS Account credentialling is eliminated since you can use those credentials to logon to other sites. What about web browsers? Are all those in your bishopric using the same operating system and web browser? What web browser and version are you using?

Are any other ward members other than the bishopric having difficulties in accessing the directory?

---Just trying to narrow down the possible areas to investigate.

I am the YW secretary. I am also having the problem. I was able to access the calendar and directory a few weeks ago. I have not changed anything on my computer. I have read that our new Stake President needs to do something, but I can't get a hold of him to let him know because I cannot access the directory.

aliveinnature wrote:I am the YW secretary. I am also having the problem. I was able to access the calendar and directory a few weeks ago. I have not changed anything on my computer. I have read that our new Stake President needs to do something, but I can't get a hold of him to let him know because I cannot access the directory.

Did you contact the Global Help Desk? You were given instructions as to how to do that in this post. If so, what did they say?

Also, you say you have a new stake president. Was there any realignment of boundaries or creation of new units, or is he simply a new president of a stable stake? I ask, because several people have reported problems with accessing the directory and calendar after creation of new units.

But even if you can't access the directory to find out how to contact the stake president, surely your ward clerk, or a high councilor or any other stake officer who happens to live in your ward would be able to help you know how to contact him (but it might be better to contact the stake clerk or stake executive secretary -- they can probably follow up on your issue better than the stake president).

Hi, I did just get off the telephone with the help desk. They connected to my computer and bless their hearts, gave it their best efforts. The were able to tell that our 10-day old stake has been set up, and that the tools should be working. However, for some reason, above them, I am still out of luck. They suggested I contact 801-240-3500 during normal Utah business hours, which I will do tomorrow, and see what they can do. Maybe anyone else can use this number as well.

Thank you for your response.


Jen

jdlessley wrote:Our experience on these forums in dealing with newly created stakes is under the classic LUWS. We can only guess that the same procedure needs to be followed for the new directory and new calendar - that is the stake president for a new stake must submit a request to participate in the LUWS.

While this is true for Classic LUWS, our new stake did nothing to use the new lds.org calendar and directory. After the stake was created, CDOL was updated, we made sure all membership records were located in the correct units, and that MLS was changed on each unit admin computer to reflect the name of the new stake and not the old stake.

After that, everything from lds.org flowed normally as we would expect.

Many of our problems in accessing lds.org are related to individual computers and browsers, and not to any type of stake reorganization or division. I can access lds.org from one computer at home but not the other. I cannot access lds.org from my high powered computer at work, probably because it is behind a firewall that does not cooperate.

I access this forum using three different browsers. Each browser displays the forum differently, links are in different places, and I have to be very careful where I click. But they all work. I am not so fortunate when I need to access lds.org and obtain information from that site. It is a complex site and most of the computers I use choke on it.

LDSTools (iTouch version) has recently had problems accessing information at lds.org but a new release has just been made available at the iTunes store that seems to have fixed the most recent access problems.