Donation Form - Recent Error

Jennifer Jones 2

Hi, 


I've just noted that we have an error on one of our donation forms. I haven't come across this yet, and am wondering how to deal with it. This is the error message:

11/01/2016 10:39 AM: Timeout expired. The timeout period elapsed prior to completion of the operation or the or the server is not responding..Error sending acknowledgement email for donation. We will carry on trying to save MongoClientDonation record...


Does this mean the donation went through but the donor didn't receive the acknowledgement email? 

How do I clear the error from the form?


Thanks in advance

Naila Asif

Hi,


I recently had the same problem. I contacted BBMS, as I could see the approved donation there, but the donation didn't show up in Online Express. So I created the gift manually in RE. I think Online Express can re-create it to download to RE if you ask them. It is better to create the gift manually.


Thansk,

Naila

Kelsey Hilton

Hi Jennifer,


Thanks for posting your question on the Online Express Community! Yes, you are exactly right about that error - it does mean that the donation was received successfully and will be dispersed as you would expect, but that the donor did not receive the Acknowledgement email. There are a couple of things we can do about that:

1. In Online Express, click on Donations > View Transaction history. In this window, you can search for the donation. You may see a link next to the transaction to "Send thank you email again". However, if it timed out, I have a feeling that won't show up since it was probably not sent.. but definintely worth checking!
2. If you have eReceipts enabled for Online Express, you can actually find the link to the eReceipt on the gift record's Attributes tab in The Raiser's Edge. You can copy that link and paste it into a browser and re-send them their eReceipt via a normal email.
3. You can also create an Acknowledgement letter in The Raiser's Edge the old fashioned way and save that document as a PDF or Word document and then email it to your donor.

Our developers are currently evaluating issues where time outs like these occur for thank you emails, so we're hoping to have a more permanent fix out soon. For the time being, if you see this error, know that it will stick around for 72 hours at least - this is just for informational purposes. We want to be sure you have time to see it and take action before the error goes away. You won't have to do anything for the error to go away, it will go away on it's own.


I hope this helps! Let us know what else you need by replying to this thread, and thanks again for posting!


- Kelsey