IT Help Please! -- Our Server Has Become Unresponsive to Blackbaud/NetCommunity

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Michelle Hodalj
Michelle Hodalj ✭
Ninth Anniversary Photogenic First Reply
in Blackbaud Raiser's Edge NXT®: General Discussion
Our NetCommunity currently is not working -- online donation pages and event registration pages are not working for people to donate and register online, and I am unable to access the NetCommunity connector in Raiser's Edge.  Blackbaud informed us that it's an issue with our server losing it's connection to Blackbaud.  Our IT people cannot figure out what the problem is.  Can someone put me in touch with IT people who know RE and NetCommunity and may be able to help our IT people?  We are fairly new to NetCommunity, and this is the first major issue we've had.
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  • David Seager
    David Seager Blackbaud Employee
    Tenth Anniversary Facilitator 1 Name Dropper Blackbaud Partner

    Michelle Hodalj:

    Our NetCommunity currently is not working -- online donation pages and event registration pages are not working for people to donate and register online, and I am unable to access the NetCommunity connector in Raiser's Edge.  Blackbaud informed us that it's an issue with our server losing it's connection to Blackbaud.  Our IT people cannot figure out what the problem is.  Can someone put me in touch with IT people who know RE and NetCommunity and may be able to help our IT people?  We are fairly new to NetCommunity, and this is the first major issue we've had.

    Hello Michelle,


    This is David from NetCommunity support. I just saw your post and we will be reaching out to you shortly to help troubleshoot the issue with your IT team.


    Have a great day! 

  • Michelle Hodalj
    Michelle Hodalj ✭
    Ninth Anniversary Photogenic First Reply

    Thank you.  They spoke to someone from
    Blackbaud earlier.  Blackbaud confirmed that it’s an issue
    with our server; I’m not sure if they were able to offer any other
    assistance or if that was the end of the conversation.  Our IT
    people have been on the phone, they said, with our server support
    people all day, and neither side can figure out what the issue
    is.  I don’t know if it’s a Raiser’s
    Edge/NetCommunity-specific thing, and they are just not
    knowledgeable enough about RE and NC to figure it out?  Please
    contact Edgar Tuazon, our IT Manager, at 312-988-6540.  I
    don’t know if he spoke to a NetCommunity-specific person this
    morning or a general Blackbaud support person.

     

    Thanks again!

    Michelle

  • Crystal Bruce
    Crystal Bruce admin
    Tenth Anniversary Facilitator 4 Name Dropper Photogenic

    Michelle Hodalj:

    Thank you.  They spoke to someone from Blackbaud earlier.  Blackbaud confirmed that it’s an issue with our server; I’m not sure if they were able to offer any other assistance or if that was the end of the conversation.  Our IT people have been on the phone, they said, with our server support people all day, and neither side can figure out what the issue is.  I don’t know if it’s a Raiser’s Edge/NetCommunity-specific thing, and they are just not knowledgeable enough about RE and NC to figure it out?  Please contact Edgar Tuazon, our IT Manager, at 312-988-6540.  I don’t know if he spoke to a NetCommunity-specific person this morning or a general Blackbaud support person.

     

    Thanks again!

    Michelle

     

    Following up - Michelle, is this still a problem?

  • Michelle Hodalj
    Michelle Hodalj ✭
    Ninth Anniversary Photogenic First Reply
    No, thank you.  We have a consultant coming in, so we're on the right track for now.  Thanks again!

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