For the past week or so we are seeing a lot of reports of missing pedigrees. If a patron reports that the tree view shows only the background, with no pedigree, you might verify this as their Helper. But the solution is usually very simple. Firstly ask them to click the Home icon, the little house on the far left side of the screen. If the pedigree appears, well and good. If it does not appear, ask them to click the Tree icon beside their name in the Recents list. If the issue persists contact FamilySearch Support.
A more complex missing pedigree issue is where the patron creates a new FamilySearch account, and of course their previously visible pedigree is not visible from the new account. In this situation, help them to recover the username and reset the password for the previous account.
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