"Have you tried accessing the database from the ancestry.com interface, rather than through FTM?"
No - that is for the ancestry computer staff to use to trouble shoot the problem. It is of no consequence to me what the ancestry.com interface shows.
"Have you tried with a browser other than IE? FTM uses a watered-down version of IE for the websearch."
No, The FTM WebSearch workspace, where ancestry records are merged into FTM, doesn't offer a choice of browsers.