Personal settings gone at log-in

Amanda Johnson

Every once in a while when I log in to Raiser's Edge, my personal settings are gone - it's like the system isn't recognizing my log-in. Instead of opening to my Dashboard, RE opens to the generic "welcome" screen that users get when they log on for the very first time ever.  My dashboards are gone, my recently accessed records are gone, all of my view/column settings in records are gone, etc. I solve the probem by logging out and then logging back in again - this usually works and everything is back to normal with this second logging-in, although some mornings I have to log-out and then back-in three or four times before it looks like "my" Raiser's Edge again.



This has happened to several other users at my organization. I don't recall it ever happening before the 7.94 upgrades.  Does this happen to anyone else out there? Is it a problem with Blackbaud Hosting, or with RE, or with my own Internet Explorer?

Marie Stark

I would guess it is a problem with hosting. We are not hosted but we are in a Citrix environment, and we have often have that problem.

I do the same as you - log out a few times until my settings are back.

Candace Chesler

Amanda - 

We are hosted - and I have noticed the same thing - sometimes my favorites and dashboards are correct, but my list of recently accessed records, queries, etc is different.  It has to do with which server you are logged in to.  I have started keeping a log of the server I'm attached to - so that the next time my settings appear to be "gone" - I can see if I can get back to a server that has my settings.  Fortunately - it hasn't happened for a few weeks.

Candace Chesler

Jennifer Reager

We are Blackbaud hosted, and I encounter this every now and then (as do some of my colleagues). I think it happened even before 7.94, and maybe even before we were hosted. . .either way, I just log out and log back in and everything's back to normal. You're not alone!

Unknown

Add us to the list although our issue is slighly different. Our server is located in Boston (we use login2) and occasionally my two gift processors tell me their User Options -> File Locations paths are not respected. When RE can't find the file locations specified in User Options, the solution is to drill down to re-find the location for the first instance they run into the issue each day. The symptoms are sporatic as we can't reproduce the issue on-demand.

Amanda Johnson

UPDATE: I contacted support about this, and their solution was to have the hosting engineers recreate my Citrix profile. Crossing my fingers that it takes care of this once and for all!

Linda Saunders

I am also hosted on the Boston server. I have not had my home page change, but often I find on the Constituent search, that the customized search query I use has reverted to the "Default", and I have to go back and change it. 

Lance Berg

Hi All!



We've been hosted for a couple of years now, and this unfortunately has happened to us a handful of times.  It's actually an issue with your roaming profile, and depends on what specific server you're logging in through (available in the citrix connection center, should look like a string of seemingly random letters and numbers).



The fix has to be done by Blackbaud, however (if you're hosted), so you will always need to open a case for this; the knowledgebase article that addresses this is BB550850.



I hope this helps!

Sunshine Reinken Watson

This happened to me after the 7.94 upgrade, and support has "fixed" it several times so far. I never get my settings back, I just have to keep on recreating them. I'm hoping that the latest fix sticks, but so far each fix stops working after a few weeks.

Amanda Johnson

Yeah, support recreated my hosting account, and it seemed to have worked at first. But then this Monday I had to log in and out 3 times in order to get my dashboard and other settings to appear. Alas...

Darrel Giesbrecht

We are self-hosted and see the same issue whenever our IT office rebuilds the virtual workstations we log into. We are trying to locate the user settings (probably in the user's roaming profile) so that they can be saved between rebuilds.

Does anybody know what file/folder they might be in?