I'm afraid I am not competent to help in this regard. But here is something you can try. On this same Ancestry forum there is one called Ancestry Site Comments. Click on that now and the first thread that shows right now is "new viewer does not work for me" there are others with the same problem. Scroll down until you find the last message from Gentry Davis on this thread-he is one of the developers of the new viewer option. I noticed that he has offered to walk someone through the problem so maybe he can help you. I had the same problem when they first offered the new viewer and then all of a sudden the problem was gone. You might just click on his name and go through to his contact and leave your message directly for him. Good luck.