Query Results Cutoff for User

Rachel Kauer

Hi all,

One of our team members recently was having issues with query results. I checked their criteria and found it was correct and that only the results appeared to be cutoff. After checking the saved query on my machine, I found that it I could see the full results list without issue. I tried taking the other user out of full screen as some articles suggested, but it didn't change anything. This user admitted they have suspected their queries have been cutoff historically. As far as I know the only difference between myself and this user is our machines. They are using Mac, which is docked and connected to an external monitor. does anyone know if this is a known issue, or have suggestions on how to fix it?

Thanks!

Alex Wong

@Rachel Kauer

I don't have any user that use Mac that truly use RE (database view), but Mac doesn't have anything to do with this in my opinion. More likely user error. Have your IT team try to help her?

The reason why I same Mac doesn't have anything to do here is, the user is only remote into the RE server. If you are hosted by Blackbaud, you are “getting in” through Citrix Workspace/Receiver. If you are self-hosted, maybe you will use the same OR RDP (Remote Desktop Protocol). Regardless, the user's machine (mac or pc) will be remoting into the server and the server deliver the RE database view/app to your screen. Cutting off (if a “computer” issue) will be on the software that is used to connect to RE, so first, try to upgrade the citrix workspace/receiver.

Also, by cutoff, do you mean just visually in the query result tab, or when she export the data, the data is cutoff?

Rachel Kauer

@Alex Wong
Hi Alex,

I haven't bothered IT about this just yet. But will escalate it to them if if we can't solve it.

We are hosted by Blackbaud, updating Citrix makes sense, that will probably be our next step.

By cutoff I do mean visually in the query result tab. For example, we were querying fund ID's and the query results said there were almost 80, but on his machine it only was showing 40 or so, and the last row was blank, scrolling down, it simple just doesn't show the other 40 rows of results. (Whereas from my machine I do see all 80 results when I scroll down.)

When he exported the data, all 80 results did show up in the csv file.

From what I was able to dig up online it this visual cutoff with a blank row sounds like something other have encountered relating to resolution settings? Does that sound possible? I should note, he is using a dock to connect to an external monitor with his laptop. (Although so is my Director, and she'd not experiencing this problem, so that might be totally irrelevant to the issue.)

Alex Wong

@Rachel Kauer
Yes, a few things related to resolution you can try. (1) try 100% zoom, don't do 125% or 150% (2) if the external monitor is “physically vertical” try the normal horizontal (landscape) screen

when you try the above relating to resolution, you will want to make sure that you are completely logged out of Raiser's Edge AND completely disconnected from the server. Use File > Exit and Sign out in RE and use Citrix WOrkspace's Connection Center to disconnect.

You can also try to click on the “last record” button, which will take you to the last record.

Aldera Chisholm 2

@Rachel Kauer Hi Rachel, I am a Mac user (pretty consistently using PC and Mac) and this is not likely a Mac specific problem, but It certainly could be a resolution issue. I have come across issues with resolution when using an external monitor/laptop/dock. Certainly a good first step would be to adjust resolution - mine defaults to 125% and actually works better at 100%. This fix isn't specifically your issue, but I wonder if some of the Citrix fixes here may be good to try: