Anyone else having issues using Mail function?

Carrie Powell

Once February hit, we cannot use Mail to generate donor acknowledgement letters. We run into a security issue with Office, and there is no way to move forward with a merge. I've had a support ticket open for more than a week, but they are not coming up with any solutions. Is anyone else having trouble using this function?

Robert Flynn

If it is the old BB69.doc issue, this is infamous.

First, do a save as with the last donor
acknowledgment letter parameter file.

Delete the one giving you problems.

Browse to C:\\users\\your user name\\ appdata\\
local\\temp and delete all the BB*..doc files especially
BB69.

Sign out of RE and back in. Then give letters a
try.

A real pain but it works.

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Dina Rieman

We are also experiencing issues with Mail and Export and have logged a ticket w/BB. The errors occur when saving to our internal shared drive, but will work if we save to our personal OneDrive. Another work around is to save docs as a PDF or CVS file - although this not viable for acknowledgement letters. Our internal IT department is researching further and this is the response from BB:

"I have been working alongside some internal resources on this to look into causes for the issue and confirm any additional information for you. As described in the article included below virtual drives and cloud based applications such as OneDrive, DropBox, SharePoint etc are not supported methods, however in regards to the other areas encountering the issue, aA file that is created but is empty is usually because the location doesn't contain enough space for it to save all the data, changing to a CSV often resolves that because a CSV doesn't contain as much "code" as an Excel file, so the file is smaller. The same is true of exporting to a PDF, it is naturally a much smaller file. If possible can you confirm if your "shared drive" is a SharePoint drive or a virtual drive? If this is the case then this is not supported and may work sometimes, but it may fail and it cannot be troubleshot and resolved by Support. This is because the files are essentially trying to hit a moving target. A virtual drive like that could be in X one day and then the next day moved to Y. Exporting to a physical drive is the only option in cases like this.


I am reaching out to the internal team for you to look into whether there have been any changes recently regarding your storage areas/Network drive You can file a Request Entry to RDO to ask if anything changed in the past month related to saving to a Network Drive saving settings and will follow up again on this once I have another update for you.

https://kb.blackbaud.com/articles/Article/67240 "

Carrie Powell

Thanks for the tip. Agree that exporting to PDF won't work for acknowledgments and I seem to have the issue saving to our network location, too.

Carrie Powell

I think you may be on to something -- I do see the BB69 in the file name. However, since we're hosted, I can't seem to navigate to a local folder to remove the documents. I will keep trying, though.


Thanks so much for the tip!