What's with the reset? (Hosted)

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Jen Claudy
Jen Claudy ✭
Tenth Anniversary Facilitator 4 Name Dropper Photogenic
in Blackbaud Raiser's Edge NXT®: General Discussion
Signed in from home at about 6:30 last night and noticed that my Hosted RE:7.95 started with the ReadMe screen and all of my column settings and recently accessed items were cleared out.  This is frustrating, because I now have to spend time setting them up all over again, so I can save time and work more efficiently.  Good thing that last time this happened I took screen shots of most everything.  =)  (Thanks to those in the Community who let me in on the secret of Microsoft's Snipping Tool!)


What I'm wondering is, why did this happen last night?  There are maintenance alerts for tonight, but not last night...or did I miss one somewhere?
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  • Jennifer Lucarelli
    Jennifer Lucarelli ✭
    Tenth Anniversary Facilitator 1 Photogenic
    this happens to me OFTEN. I've worked with support, and it has to do with resetting the profiles on the backend or something..... I've never really understood the explanation, and the "fix" never holds. I find mindself in this situation at least every 4-6 weeks. it is extremely frustrating!!!
  • Jen Claudy
    Jen Claudy ✭
    Tenth Anniversary Facilitator 4 Name Dropper Photogenic
    Yikes, Jennifer!  The only other time I remember this happening in the past 19 months (since moving to Hosting) it was exactly what you said, they had to reset the profile because of a problem I was experiencing.  That's when I took my screen shots.  Thankfully...and knock on wood...it's not been a recurring thing for me, and I feel for you having this happen every 4-6 weeks, that's crazy!


    Anyone out there develop a plug-in or something that will go in and restore these settings?  If I had the know-how, I'd do it!

  • Jennifer Lucarelli
    Jennifer Lucarelli ✭
    Tenth Anniversary Facilitator 1 Photogenic
    Perhaps creating a secondary user ID, that never gets used..... have all of the same settings. then, when/if it happens again, you could just "copy" the user settings from that user ID. the downside to doing that, is remembering to update that USER ID's password on a regular basis to keep it active.


    ​** I also think my issue has to do with the fact that 90% of the time, I am logged in using the BBNC Plug-in Icon, rather than the 7.95 icon, because SO MUCH of what we do is online based. I am in and out of Net-C so much, it doesn't make sense for me to go back & forth all day long. So I typically work straight from the plug-in. that's just my two-cents worth.
  • Cammi Derr
    Cammi Derr ✭
    Ancient Membership Facilitator 2 Photogenic

    Jen Claudy:

    Signed in from home at about 6:30 last night and noticed that my Hosted RE:7.95 started with the ReadMe screen and all of my column settings and recently accessed items were cleared out.  This is frustrating, because I now have to spend time setting them up all over again, so I can save time and work more efficiently.  Good thing that last time this happened I took screen shots of most everything.  =)  (Thanks to those in the Community who let me in on the secret of Microsoft's Snipping Tool!)


    What I'm wondering is, why did this happen last night?  There are maintenance alerts for tonight, but not last night...or did I miss one somewhere?

    I had a user who expierienced this yesterday as well.  She was using the BBNC plugin.  I have noticed over the last 2 weeks that the left frame is sometimes displayed with the colored background, and sometimes it's just gray.  Sometimes we also have delays when logging in and the login bar seems to hang and then times out.  The second time we attempt the login, it goes right through.  This was happening to me a lot a few months ago and I reported it, but I don't think they ever found out why it was happening.

  • Jen Claudy
    Jen Claudy ✭
    Tenth Anniversary Facilitator 4 Name Dropper Photogenic
    We don't have NetCommunity, so that's not affecting my issue.  And Cammi, now that you mention the left menu bar being gray instead of blue...that's what was happening when I had to have the profile reset a while back.  Unfortunately, Jennifer, column selections/settings aren't part of the User Options that you can copy.  If only that were the case!


    Just a mystery, I guess.  And an inconvenience!
  • John Cioni
    John Cioni ✭
    Ninth Anniversary Facilitator 1 Name Dropper Photogenic
    Dealing with the same issue now. Attempted to log into Online Express to edit my form and it just spun for 10 minutes. RE had to reset my profile which seemed to work this morning but when I attempted to log in again it loaded to a temporary profile which would not save any changes...


    Not sure what's going on but still seems to be an issue.


     
  • Jen Claudy
    Jen Claudy ✭
    Tenth Anniversary Facilitator 4 Name Dropper Photogenic
    Eek!  I'm feeling better about the inconvenience I've experienced, hearing about situations far worse...  Hope your problems get resolved, John!
  • John Heizer
    John Heizer ✭
    Ancient Membership Facilitator 3 Photogenic

    Jennifer Lucarelli:

    Perhaps creating a secondary user ID, that never gets used..... have all of the same settings. then, when/if it happens again, you could just "copy" the user settings from that user ID. the downside to doing that, is remembering to update that USER ID's password on a regular basis to keep it active.


    ​** I also think my issue has to do with the fact that 90% of the time, I am logged in using the BBNC Plug-in Icon, rather than the 7.95 icon, because SO MUCH of what we do is online based. I am in and out of Net-C so much, it doesn't make sense for me to go back & forth all day long. So I typically work straight from the plug-in. that's just my two-cents worth.

    Unfortunately much of the information that's getting "lost" is saved in the Windows Registry for the user, not in the RE database, so copying the RE User Settings won't help.  Pretty much any setting that you don't see under Tools>User Options... (things like the columns on the Gifts tab) isn't stored in RE.  We're not hosted, so I don't know how that might restrict/affect things, but I have recovered those settings before when a User's Active Directory account had to be rebuilt.

  • Katherine Painter
    Katherine Painter ✭
    Ninth Anniversary Photogenic First Reply
    Sorry to hear you're experiencing these setbacks with your accounts! We have identified an issue with the components that manage login settings, including saved default settings. This issue was unplanned and not related to maintenance. We have addressed the issue and don’t expect a recurrence in the future. If you continue to experience issues with your user preferences missing or seeing a gray navigation bar when logging in now, please contact Support so we can investigate further.

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