Automation Error

Richard McAdam

Since yesterday any time I try to create a new Receipts export in Mail, I get an "Automation Error" message.

I know that sometimes things go a bit wonky but I've logged out and back in a couple times, deleted the posting and started again, and I still get the error message.

Joanna Gallant

I am receiving the same error. I have chatted and emailed with Blackbaud support and am awaiting a call back from them now.

I was to told to upgrade my operating system from XP, which was done today, and I am still unable to receipt.

If I log in as SUPERVISOR, however, I AM able to receipt without the error.

 

Richard McAdam

We've tried a handful of different options; I've had other organization members try to run the Export and the same error happens.


I was told on Thursday "that refreshing each Hosting user's profile on our end should allow you to complete the receipts without issues/error" so I provided them with the list of our users, and was told on Friday that the refresh was completed. Because of the Easter long weekend we only got back into the office this morning, so I tried to run the export again...and the error is still present.


I now have a week's worth of backlog to clear through and it's getting increasingly frustrating as they don't seem to know what exactly is causing the problem. We certainly shouldn't have to find ourselves updating our operating systems and logging in with special credentials.

Joanna Gallant

Hi Richard,

If you have admin rights in Citrix, try creating a new profile and then logging into Raiser's Edge with your existing username and password.

I was just able to do this and can now receipt.

The issue seems to be within the user profiles in Citrix. We are both in the Vancouver Hosted Environment as well.

Let me know if this works for you.

.

Joanna

Brinda Goswami

I'm having same issues and we are hosted by Blackbaud at Vancouver. I'm on chat with Blackbaud right now. Let's see what solution they provide. I'll keep you posted.


Brinda

Richard McAdam

This is very interesting, Joanna.


We're also hosted in Vancouver. I spoke with one of the customer support folks last week and they said they would "refresh" our existing profiles and that should allow us to proceed without future problems. This was done on Friday but the issue persists.

I will try to create a new profile as a test and see how that works. Ideally they'll get this fixed soon so that we shouldn't have to resort to these tactics just to be able to do our day-to-day work!

Brinda Goswami

My case is now with Blackbaud hosting group. I cannot edit any templates I set-up under "Mail". I just started experiencing this today.


 

Joanna Gallant

Brinda,

Are you able to access your templates if you set up a new user in Citrix and then log in as yourself into Raiser's Edge ?

Brinda Goswami

Joanna Gallant:

Brinda,

Are you able to access your templates if you set up a new user in Citrix and then log in as yourself into Raiser's Edge ?

Thanks Joanna. But how do I create a new user in Citrix? Everything here is controlled by our IT department. Do you think if I ask them to reinstall or create a new user in Citrix receiver, it will solve this problem? Do I have to create a new user for everyone who is having this trouble though?

Richard McAdam

Brinda Goswami:

My case is now with Blackbaud hosting group. I cannot edit any templates I set-up under "Mail". I just started experiencing this today.


 

Isn't it wonderful to have all this happening right at fiscal year end?

Joanna Gallant

Brinda Goswami:

Joanna Gallant:

Brinda,

Are you able to access your templates if you set up a new user in Citrix and then log in as yourself into Raiser's Edge ?

Thanks Joanna. But how do I create a new user in Citrix? Everything here is controlled by our IT department. Do you think if I ask them to reinstall or create a new user in Citrix receiver, it will solve this problem? Do I have to create a new user for everyone who is having this trouble though?

 

Hi Brinda,

My apologies, I was away yesterday.

You would need to log in to Citrix with SUPERVISOR rights. If this is your IT department, then they would have this log in information, or whoever set up your Blackbaud hosting for you.

Once logged in, click on USER Administration - RE7.

From there you would create new user.

This is a temporary fix, just to get your work done and hopefully Blackbaud is able to fix the issue in the meantime.

I was able to receipt after creating a new Citrix user profile and logging into RE as myself.


Hope this helps and you are able to get some work done

Tracey Stone

We are getting the same error and went through the support process and the answer presented to us by Blackbaud is a workaround, not a solution.  We can't use our existing profiles anymore; the profile reset on Blackbaud's end did not work so we have to recreate new profiles for everyone.  For our main admin profile, the reset only allows us to run receipts under the RE795 login and not under BNCC and there is no solution provided there either.

Richard McAdam

That was the workaround that was presented to me last week as well. I'm not the main person in our department for handling the BBNC aspects of RE, so it didn't bother me too much. What was problematic though is that for a couple days there RE7.95 wasn't retaining any of my preferences for sorting in Query, Batch, etc., nor any of my recent searches. That was pretty frustrating. So far this week, though, I've gone back into BBNC and it will now allow me to export Receipts again, which is nice.

Brinda Goswami

Joanna Gallant:

Brinda Goswami:

Joanna Gallant:

Brinda,

Are you able to access your templates if you set up a new user in Citrix and then log in as yourself into Raiser's Edge ?

Thanks Joanna. But how do I create a new user in Citrix? Everything here is controlled by our IT department. Do you think if I ask them to reinstall or create a new user in Citrix receiver, it will solve this problem? Do I have to create a new user for everyone who is having this trouble though?

 

Hi Brinda,

My apologies, I was away yesterday.

You would need to log in to Citrix with SUPERVISOR rights. If this is your IT department, then they would have this log in information, or whoever set up your Blackbaud hosting for you.

Once logged in, click on USER Administration - RE7.

From there you would create new user.

This is a temporary fix, just to get your work done and hopefully Blackbaud is able to fix the issue in the meantime.

I was able to receipt after creating a new Citrix user profile and logging into RE as myself.


Hope this helps and you are able to get some work done

 

Thanks Joanna. Sorry I just saw your reply now. I'll give this a try. Blackbaud is still working on my issue.


Thanks,

Brinda

Brinda Goswami

Brinda Goswami:

Joanna Gallant:

Brinda Goswami:

Joanna Gallant:

Brinda,

Are you able to access your templates if you set up a new user in Citrix and then log in as yourself into Raiser's Edge ?

Thanks Joanna. But how do I create a new user in Citrix? Everything here is controlled by our IT department. Do you think if I ask them to reinstall or create a new user in Citrix receiver, it will solve this problem? Do I have to create a new user for everyone who is having this trouble though?

 

Hi Brinda,

My apologies, I was away yesterday.

You would need to log in to Citrix with SUPERVISOR rights. If this is your IT department, then they would have this log in information, or whoever set up your Blackbaud hosting for you.

Once logged in, click on USER Administration - RE7.

From there you would create new user.

This is a temporary fix, just to get your work done and hopefully Blackbaud is able to fix the issue in the meantime.

I was able to receipt after creating a new Citrix user profile and logging into RE as myself.


Hope this helps and you are able to get some work done

 

Thanks Joanna. Sorry I just saw your reply now. I'll give this a try. Blackbaud is still working on my issue.


Thanks,

Brinda

 

Thanks Joanna again. This worked. I created a new Blackbaud Hosting user and I was able to log in with that info and my existing RE user info. Thanks a lot. You saved me. This is the time when I need to update all our thank you letter templates and it was very frustrating to find out I can not access it.

Joanna Gallant

Brinda Goswami:

Brinda Goswami:

Joanna Gallant:

Brinda Goswami:

Joanna Gallant:

Brinda,

Are you able to access your templates if you set up a new user in Citrix and then log in as yourself into Raiser's Edge ?

Thanks Joanna. But how do I create a new user in Citrix? Everything here is controlled by our IT department. Do you think if I ask them to reinstall or create a new user in Citrix receiver, it will solve this problem? Do I have to create a new user for everyone who is having this trouble though?

 

Hi Brinda,

My apologies, I was away yesterday.

You would need to log in to Citrix with SUPERVISOR rights. If this is your IT department, then they would have this log in information, or whoever set up your Blackbaud hosting for you.

Once logged in, click on USER Administration - RE7.

From there you would create new user.

This is a temporary fix, just to get your work done and hopefully Blackbaud is able to fix the issue in the meantime.

I was able to receipt after creating a new Citrix user profile and logging into RE as myself.


Hope this helps and you are able to get some work done

 

Thanks Joanna. Sorry I just saw your reply now. I'll give this a try. Blackbaud is still working on my issue.


Thanks,

Brinda

 

Thanks Joanna again. This worked. I created a new Blackbaud Hosting user and I was able to log in with that info and my existing RE user info. Thanks a lot. You saved me. This is the time when I need to update all our thank you letter templates and it was very frustrating to find out I can not access it.

 

You're welcome Brinda I feel like they are continally working on this behind the scenes, as my RE settings keep changing and clearing. Like I said, it's a quick fix but not a solution. 

Danielle Allen 2

We have been having the same issue and we are hosted in Boston. Creating a new hosting profile has not worked. Initially we only got this error when we tried to adjust the date paramater from anything but Include All Dates. Now it doesn't work at all - we can't create any receipts. Blackbaud support has been working on it for weeks and nothing... they were making it seem like it was a one off error on our part, glad I checked in here!

Joanna Gallant

Hmmm, I'm surprised creating a new Citrix profile hasn't worked.

I am still having issues with processing IATS records. I still need to log out and back in using my new Citrix profile, just to process Direct Debits.

Everytime I log into Raiser's Edge, all of my settings have been cleared including my date preferences.

I have to reset my Regional Settings every time I run receipts, so that they are consistent.

Sorry, you're having difficulty Danielle. The new profile has been the only thing that has worked for me so far.

Danielle Allen 2

Joanna Gallant:

Hmmm, I'm surprised creating a new Citrix profile hasn't worked.

I am still having issues with processing IATS records. I still need to log out and back in using my new Citrix profile, just to process Direct Debits.

Everytime I log into Raiser's Edge, all of my settings have been cleared including my date preferences.

I have to reset my Regional Settings every time I run receipts, so that they are consistent.

Sorry, you're having difficulty Danielle. The new profile has been the only thing that has worked for me so far.

Hi Joanna - out of curiosity, where are you hosted?

I just tried creating another new hosting account and I got a whole new set of errors when I tried to run receipts..

Danielle Allen 2

This was logged officially as a bug yesterday and a patch is in the works.

Richard McAdam

Danielle Allen:

This was logged officially as a bug yesterday and a patch is in the works.

And now I'm getting the error again. This has been an incredibly frustrating week.

Joanna Gallant

I'm sorry Danielle, I was not notified of your prior message.

We are hosted from Vancouver.

Had you been able to process receipts without errors prior to your last post ?

 

Richard McAdam

Joanna Gallant:

I'm sorry Danielle, I was not notified of your prior message.

We are hosted from Vancouver.

Had you been able to process receipts without errors prior to your last post ?

 

Is this for me? I'm Richard, not Danielle. Yes I am also hosted from Vancouver. I was able to process receipts this week before the server problems basically shut down being able to do anything in RE. I've tried on both RE 7.95 and BBNC to export with no success.

Joanna Gallant

Sorry Richard,

Yes, my response was supposed to be directed
to Danielle’s comment.

I can’t believe you are still having
difficulty printing receipts.

Something’s up with RE lately.

It’s seems to be quite glitchy.

 

Thank
you,

 

Joanna
Gallant

Office
Assistant

South
Muskoka Hospital Foundation

Email:

joanna.gallant@mahc.ca

Tel:
(705) 645-4404 x3189 

Fax:(705)
645-0352

www.healthmuskoka.ca

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Richard McAdam

Hi Joanna,

No worries – it was gone for a while there, but then after the
server problems they had earlier this week they’ve re-surfaced. Not
the best week for Blackbaud IT. LOL

 

Richard McAdam, B.A., M.A.

Okanagan College Advancement / Foundation

1000 KLO Road Kelowna BC V1Y 4X8

Tel: 250.762.5445, ext 4772

Toll-free: 1.800.650.6968

Fax: 250.862.5627

 

Tracey Stone

Richard McAdam:

Since yesterday any time I try to create a new Receipts export in Mail, I get an "Automation Error" message.

I know that sometimes things go a bit wonky but I've logged out and back in a couple times, deleted the posting and started again, and I still get the error message.

The error has resurfaced again for us - both in the RE-975 inteface and in the RE-BBNC interface.


We've reopened the case we had back in May - the workaround we were given yesterday are here:
https://kb.blackbaud.com/articles/Article/67836


It's clunky, but we at least can get receipts to donors for now.  We were told this error is a high priority for a fix....

Richard McAdam

I mean, we shouldn't have to go through all those hoops to get this done. This should be fixed within a day on their end when they are notified of it; we shouldn't be the ones who have use clunky eight-step workarounds in the meantime.

Gregory Churchill

Tracey Stone:

Richard McAdam:

Since yesterday any time I try to create a new Receipts export in Mail, I get an "Automation Error" message.

I know that sometimes things go a bit wonky but I've logged out and back in a couple times, deleted the posting and started again, and I still get the error message.

The error has resurfaced again for us - both in the RE-975 inteface and in the RE-BBNC interface.


We've reopened the case we had back in May - the workaround we were given yesterday are here:
https://kb.blackbaud.com/articles/Article/67836


It's clunky, but we at least can get receipts to donors for now.  We were told this error is a high priority for a fix....

 

We also have this issue after upgrading to 7.95 and we are using this workaround. Any news on when a fix will be coming out?

Catherine Han

Tracey Stone:

Richard McAdam:

Since yesterday any time I try to create a new Receipts export in Mail, I get an "Automation Error" message.

I know that sometimes things go a bit wonky but I've logged out and back in a couple times, deleted the posting and started again, and I still get the error message.

The error has resurfaced again for us - both in the RE-975 inteface and in the RE-BBNC interface.


We've reopened the case we had back in May - the workaround we were given yesterday are here:
https://kb.blackbaud.com/articles/Article/67836


It's clunky, but we at least can get receipts to donors for now.  We were told this error is a high priority for a fix....

 

We have this issue last month, the problem got solved. 


The path is Control Panel -> Clock, Language, and Region -> Region and Language->Change the date, time or number format->format ->English(Canada) to English(United States)


Hope it helps


Catherine





 

Gregory Churchill

Hi Catherine,


Thanks for the suggestion. Unfortunately we cannot change our date format to US, we need it to be Canada format (dd/MM/yyyy) for our custom reporting, BBNC and ImportOmatic plugins to function.






 

Richard McAdam

Unbelievable - the error is back again. Three times I've had to get this fixed. Really starting to affect my confidence level.