# Problems with media download from Ancestry with new API **URL:** \ **Category:** RootsMagic\ **Tags:** question, issue\ **Created:** [June 6, 2026, 6:59am UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845 "2026-06-06T06:59:10Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![tim.somers](https://avatars.discourse-cdn.com/v4/letter/t/e47c2d/32.png) [@tim.somers](https://community.rootsmagic.com/u/tim.somers)\ **Post date:** [June 6, 2026, 6:59am UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/1 "2026-06-06T06:59:10Z")
The last time that I synced everything up, was prior to the new API. All images were there, thankfully I still have that folder of media because with the new API, the media download is incomplete to the point of being broken. I built a website to display the family tree. It’s for my relatives who can browse the internet well, but have no need for an Ancestry subscription or really want to deal with all that comes with registering, etc. So, my workflow is: Ancestry: export and download GEDCOM RM11: Create new RM file, download from Ancestry including “all” media. Website: Drag and drop GEDCOM and media files into their folders on Dropbox to sync with my site. However, any media files that have been updated on Ancestry since the API change, don’t download. There’s a specific image that I uploaded to Ancestry, that shows on Ancestry, but doesn’t show in RM11 or in the media folder at all. Anyone else running into this issue? Have you found a work around? Thank you. - Windows 11 ---
**Author:** ![rzamor1](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.rootsmagic.com/rzamor1/32/8_2.png) [@rzamor1](https://community.rootsmagic.com/u/rzamor1)\ **Post date:** [June 8, 2026, 4:39pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/2 "2026-06-08T16:39:27Z")
Development is aware of the issue and working on it. ---
**Author:** ![MardeeB](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.rootsmagic.com/mardeeb/32/4703_2.png) [@MardeeB](https://community.rootsmagic.com/u/MardeeB)\ **Post date:** [June 9, 2026, 12:56am UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/3 "2026-06-09T00:56:21Z")
Hi @rzamor1 , can you clarify the issue that they’re working on right now? I’m not seeing any media files coming over from Ancestry since I installed 11.3.1.0. I don’t want to report a duplicate issue if they’re already aware and working on it. Thanks! ---
**Author:** ![rzamor1](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.rootsmagic.com/rzamor1/32/8_2.png) [@rzamor1](https://community.rootsmagic.com/u/rzamor1)\ **Post date:** [June 9, 2026, 3:53pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/4 "2026-06-09T15:53:01Z")
That is the exact issue development is working on. ---
**Author:** ![MardeeB](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.rootsmagic.com/mardeeb/32/4703_2.png) [@MardeeB](https://community.rootsmagic.com/u/MardeeB)\ **Post date:** [June 9, 2026, 9:42pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/5 "2026-06-09T21:42:03Z")
Okay great, thanks for clarifying! Have a great day. ---
**Author:** ![tim.somers](https://avatars.discourse-cdn.com/v4/letter/t/e47c2d/32.png) [@tim.somers](https://community.rootsmagic.com/u/tim.somers)\ **Post date:** [June 10, 2026, 10:42am UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/6 "2026-06-10T10:42:26Z")
Then I guess I’ll just wait it out until the fix comes through. This would be so much easier with public access to the API, but then Ancestry would lose their control. ---
**Author:** ![Ducky](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.rootsmagic.com/ducky/32/3814_2.png) [@Ducky](https://community.rootsmagic.com/u/Ducky)\ **Post date:** [June 12, 2026, 6:01pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/7 "2026-06-12T18:01:21Z")
I got 4840 media instead of 6357. where were thy lost? in Ancestry-export or in RootsMagic-Import? ---
**Author:** ![rzamor1](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.rootsmagic.com/rzamor1/32/8_2.png) [@rzamor1](https://community.rootsmagic.com/u/rzamor1)\ **Post date:** [June 12, 2026, 10:29pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/8 "2026-06-12T22:29:40Z")
It’s actually both causing the issue. RM is working with Ancestry for a resolution. ---
**Author:** ![RHC](https://avatars.discourse-cdn.com/v4/letter/r/ee59a6/32.png) [@RHC](https://community.rootsmagic.com/u/RHC)\ **Post date:** [June 20, 2026, 9:02am UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/9 "2026-06-20T09:02:48Z")
Hi Do you have an ETA for the fix? ---
**Author:** ![kevync1985](https://avatars.discourse-cdn.com/v4/letter/k/3be4f8/32.png) [@kevync1985](https://community.rootsmagic.com/u/kevync1985)\ **Post date:** [June 20, 2026, 2:19pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/10 "2026-06-20T14:19:42Z")
> [@tim.somers](#): > > Then I guess I’ll just wait it out until the fix comes through. This would be so much easier with public access to the API, but then Ancestry would lose their control. yeah it would be nice if others could get access – what you CAN do is track all that traffic with tools and see what it happening behind the scenes. You just can NOT control anything … so “READ ONLY” basically ---
**Author:** ![rzamor1](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.rootsmagic.com/rzamor1/32/8_2.png) [@rzamor1](https://community.rootsmagic.com/u/rzamor1)\ **Post date:** [June 20, 2026, 6:56pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/11 "2026-06-20T18:56:33Z")
We released 11.4.0 this morning that resolves the issue with the Ancestry media. There are a few other issues addressed with tranferring data. ---
**Author:** ![MKGT](https://avatars.discourse-cdn.com/v4/letter/m/ecccb3/32.png) [@MKGT](https://community.rootsmagic.com/u/MKGT)\ **Post date:** [June 21, 2026, 7:48am UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/12 "2026-06-21T07:48:22Z")
RM 11.4.0.0 Windows 32 - Tried to upload RM tree to Ancestry - got stuck at this point after 14 hours. ![image](https://canada1.discourse-cdn.com/flex030/uploads/rootsmagic/original/2X/a/ab58d44aacf059a40d00de386b83d0a574595c72.png) Ancestry tree shows 13678 people (the same as RM) and they are there with media but none of them show relationships as they should do. Is that likely to be a consequence of the upload hanging? ![Untitled](https://canada1.discourse-cdn.com/flex030/uploads/rootsmagic/original/2X/c/c06db52d363606ec375889ef906889f2c0e4852b.jpeg) And if I run treeshare it shows: ![Untitled](https://canada1.discourse-cdn.com/flex030/uploads/rootsmagic/original/2X/0/005b009d99942f0fcb293491a2075fe685d8ec98.jpeg) ---
**Author:** ![alainemk](https://avatars.discourse-cdn.com/v4/letter/a/b487fb/32.png) [@alainemk](https://community.rootsmagic.com/u/alainemk)\ **Post date:** [June 21, 2026, 10:52am UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/13 "2026-06-21T10:52:31Z")
Have you checked the tree settings in Ancestry for “Your home person in this tree” and “Who you are in this tree?” ---
**Author:** ![MKGT](https://avatars.discourse-cdn.com/v4/letter/m/ecccb3/32.png) [@MKGT](https://community.rootsmagic.com/u/MKGT)\ **Post date:** [June 21, 2026, 10:58am UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/14 "2026-06-21T10:58:46Z")
Yes - nobody has any “relatives”. Trying to upload again and see what happens! ---
**Author:** ![MKGT](https://avatars.discourse-cdn.com/v4/letter/m/ecccb3/32.png) [@MKGT](https://community.rootsmagic.com/u/MKGT)\ **Post date:** [June 21, 2026, 1:04pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/15 "2026-06-21T13:04:31Z")
Tried to upload again - hung at this point: ![Untitled](https://canada1.discourse-cdn.com/flex030/uploads/rootsmagic/original/2X/7/74bff1fe4676b2833389357e419a506c642020a9.jpeg) But everything seems OK on Ancestry. Phew! ---
**Author:** ![kevync1985](https://avatars.discourse-cdn.com/v4/letter/k/3be4f8/32.png) [@kevync1985](https://community.rootsmagic.com/u/kevync1985)\ **Post date:** [June 21, 2026, 1:07pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/16 "2026-06-21T13:07:46Z")
I have seen in past when something seem hung but actually was not – it seemed to be only the display – I forget how I got it to “clear” I think I clicked on another RM screen – or maybe I tried esc - I was about to force close and that seem to clear things - I suspect it had to do because there was one person who failed to move RM to ANC (complicated parent/children adoption etc) ---
**Author:** ![MKGT](https://avatars.discourse-cdn.com/v4/letter/m/ecccb3/32.png) [@MKGT](https://community.rootsmagic.com/u/MKGT)\ **Post date:** [June 21, 2026, 2:59pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/17 "2026-06-21T14:59:34Z")
Thanks to the Development team for sorting - much appreciated. ---
**Author:** ![nkess](https://avatars.discourse-cdn.com/v4/letter/n/b3f665/32.png) [@nkess](https://community.rootsmagic.com/u/nkess)\ **Post date:** [June 21, 2026, 3:21pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/18 "2026-06-21T15:21:10Z")
Reason you had no relationship is BECAUSE it was stuck on people-- BEFORE THE LATEST UPDATE, I treeshared a small new file with abt 13,000 people-- no media–no notes and no RM special items ( whatever that is at the bottom of the upload list).. the order of UPLOAD is Media People Relationships Collecting Changes From Ancestry Since there was no media, that part finished in a flash-- it took 42 minutes just to upload the people–33 minutes on Relationships and a couple of minutes on Changes— it took 42 minutes just to upload the people–33 minutes on Relationships and a couple of minutes on Changes–so since you didn’t get past people, it never got to relationships… edit-- after installing the update, I treeshared a new file–no media–no notes abt 13,000 people-- it finished in 35 minutes total-- the most time --23 minutes was on Relationships ---
**Author:** ![MKGT](https://avatars.discourse-cdn.com/v4/letter/m/ecccb3/32.png) [@MKGT](https://community.rootsmagic.com/u/MKGT)\ **Post date:** [June 21, 2026, 5:30pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/19 "2026-06-21T17:30:46Z")
Having successfully uploaded a tree to Ancestry with media - I have now discovered that there are large swathes of media missing (RM shows 7835 - Ancestry shows 2403). Not sure if RM count in the same way, but having checked a sample of individuals, there are definitely media items missing on Ancestry.! ---
**Author:** ![rzamor1](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.rootsmagic.com/rzamor1/32/8_2.png) [@rzamor1](https://community.rootsmagic.com/u/rzamor1)\ **Post date:** [June 22, 2026, 1:45pm UTC](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845/20 "2026-06-22T13:45:53Z")
Open a support ticket and share the database and tree with the support agent. [https://support.rootsmagic.com/hc/en-us/requests/new](https://support.rootsmagic.com/hc/en-us/requests/new) [Next page](https://community.rootsmagic.com/t/problems-with-media-download-from-ancestry-with-new-api/15845.md?page=2)