Member Tools failed to load the database

[BrianEdwards]

With the widespread adoption of digital temple recommends via the Tools app, I agree that the normal "just give it some time to sync" approach may not be as practical. That said, my understanding is that all temples have the ability to verify recommend status of a member if they do not have their recommend (paper or digital) with them due to various reasons, so hopefully that part won't impact your temple worship.

Clerks are the first-responders in this type of situation, and it can often be helpful to have in-person support and not just phone/web interactions. They can also help put you in touch with the Global Services Department, and since this issue has been mentioned by various people, it may need a resolution on the Church's side of things.

[jslewis90]

I was having the same error message this week after having my record moved to a new ward/stake until this morning when I tried again. Now I'm getting a "Success" message, but it is stuck in a loop of downloading, processing, showing "Success" all while not actually getting past the "Welcome to Member Tools" screen.

[ourside]

My account is now working, this morning the database loaded quickly and I was able to access the app on phone and tablet. I didn’t have to do anything, so probably resolved on the backend.

I am having the same issue. Moved to a new ward and can’t log. Based on a comment above I even changed my password to remove special character and it still wont work. Tried on iPhone and iPad and neither will let me it sync. Fully updated on the iOS and the Tools app. My records were moved 4 days ago.

[jencorn]

I believe is this to be a problem with the tools application and/or church account. It does not appear to be a device issue. In my case, my spouse and I are serving as services missionaries in a unit outside my home ward. In our assignment the membership clerk created out of unit records and for a few weeks we could see our new ward/stake as well as our home ward/stake. Then for some reason our records were somehow moved out of our home ward/stake. I had the home ward membership clerk move us back in, but since then I cannot get Tools to work. The attached screenshot shows the error. I've removed the app, added it back, rebooted, tried on another device, etc., and I can also get my wife's to login to work on my device.

I've opened a ticket through my stake tech specialist that was since closed without any real assistance. They suggested providing this same info via the feedback link in Tools, which I did. So far I haven't been able to track down the person or group that can actually address the problem and solve it. It's painful in our new calling not to have info for our new ward at my fingertips, and painful to go to the temple and wait to get the recorder to verify the recommend. I'm a technologist who is going back to paper for my temple recommend.

Same issue here. I'm only posting here so that I can check the "Notify me when a reply is posted" option so that when a fix is available I get notification.

Just so you know for future topics you can subscribe to a topic with the topic tools (at the bottom of the post list next to the Post Reply button) if you prefer. It's not a problem to post either..

[russellhltn]

I'm sure this has to go to GSD and have them open a ticket for the developers. No one at the local level can do anything but escalate to GSD.

From some of the other posts, this may have been resolved, but still might take some finagling to get the users back in sync.

[MindalinL]

This is also happening to me. Changed my records to a new ward and now it won’t sync and gives me an error.