Online Express disappeared from the navigation menu!

Maria Galka · August 2017

I can no longer access Online Express in RE from my work station. The good news is that it is accessible on another workstation. The module itself functions fine (forms are still active on the website, etc.) BB support has not been able to figure out the problem. Anyone have any ideas? We could sure use some help! Thanks.

Holly Kirchin · August 2017

Hi Maria

If you are not hosted, I would definitely have the OLX plug-in reinstalled on your workstation. In the past, this has worked for me

Holly

Maria Galka · August 2017

Yes, we tried that in multiple ways. It seems to be an issue with my workstation itself. Just wonder if there is some setting we're overlooking. Thanks for your response.

Matt Page · October 2017

Maria Galka:

Yes, we tried that in multiple ways. It seems to be an issue with my workstation itself. Just wonder if there is some setting we're overlooking. Thanks for your response.

Hi Maria,

Did this get resolved? One of my colleagues has just had this happen to her and reinstalling the plugin didn't work.

Anyone got any ideas?

Matt

Maria Galka · October 2017

Hi Matt,

They've looked and looked and can find no
reason or remedy. I'm currently using a laptop with the program
installed rather than my PC as a work around. We just completed our
first gala event last week so really haven't had time to pursue it
much further - but we'll get back at it in a week or two. If you
get an answer, please share! Best of luck, Maria

Maria Galka

Director of
Development

mgalka@vnaportercounty.org

Phone: 219-531-8078 Fax: 219-462-6020

2401 Valley
Drive

Valparaiso, IN
46383

www.vnanwi.org

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Matt Page · October 2017

Maria Galka:

Hi Matt,

They've looked and looked and can find no reason or remedy. I'm currently using a laptop with the program installed rather than my PC as a work around. We just completed our first gala event last week so really haven't had time to pursue it much further - but we'll get back at it in a week or two. If you get an answer, please share! Best of luck, Maria

Maria Galka

Thanks Maria,

I've been told to try installing the plugin when I've temporairly made the user into a Supervisor. Not hugely convinced that will help, but I'll give it a go in the morning.

Matt

Matt Page · October 2017

This didn't help. Tried to uninstall the OnEx plugIn before reinstalling it, but it's complicated and the lazy method I tried didn't work. I'm going to have to park this for a while. I might need ot use the DePloy settings.

Matt

Maria Galka · October 2017

Hi Matt,

Sorry to hear the fix didn't work. We're still
recovering from our big event - but I would like to get back on
this next week. I will let you know if we have any success. Thanks
for the update. Maria

Maria Galka

Director of
Development

mgalka@vnaportercounty.org

Phone: 219-531-8078 Fax: 219-462-6020

2401 Valley
Drive

Valparaiso, IN
46383

www.vnanwi.org

IMPORTANT WARNING: This message is intended for the use of the
person or entity to which it is addressed and may contain
information that is privileged and confidential, the disclosure of
which is governed by applicable law. If the reader of this message
is not the intended recipient, or the employee or agent responsible
to deliver it to the intended recipient, you are hereby notified
that any review, dissemination, distribution or copying of this
information is STRICTLY PROHIBITED. If you have received this
message by error, please notify us immediately and destroy the
related message.

Chris Martin · October 2017

Hi Matt. Under normal circumstances, the only things that would cause the OLX icon to not appear in RE7 after a user logs in include the following:

1. The user is neither a Supervisor RE7 user nor a member of any of the security groups selected in OLX (Account > Integration Options > Security) as the groups authorized to access Online Express

2. The Online Express plugin isn't installed on whichever machine where the RE client being used by the user resides (which could be either a local or hosted instance of RE)

If you're pretty sure neither of the above conditions are the cause, I think the right next step (which it sounds like you were onto already) is to uninstall the OLX plugin on that workstation (kb article with steps on how to uninstall OLX) and reinstall (most easily done via download).

If for whatever reason you run into any concerns/issues with reinstalling the plugin, engaging with our Support team would be the best next step.

Thanks!

Chris

Matt Page · October 2017

Hi Chris,

Thanks for your post.I've been trying to do the uninstall but have a couple of questions on parts 3 & 4

3. Find the Online Express folder and the OnlineExpressPlugin.tlb. Rename this folder and the file (i.e. OnlineExpressOld and OnlineExpressPluginOld.tlb)

4. Open the folder and rename any of the files located in the folder

The main thing is that there are a lot of files in that folder. Do I need to rename every single one? Do I have to rename them one by one or can I do a mass rename? Can I not just delete them? Will they not just stay there forever then?

By the way, just to clarify, in this case the user is a member of any of the security groups selected in OLX AND the Online Express plugin is installed as it has always been there (or was until the other day). Strangely if I make the user a Supervisor the menu bar link reappears, BUT gets this error message when she clicks on it.

Error in Main Page Load 'C:\\Program Files\\Blackbaud\\The Raisers Edge 7\\Custom\\OnlineExpress\\versions\\91.0.0.0\\html\\mongoHome.html'

Error number : -2147467261

Error description : 'Object reference not set to an instance of an object.'

Any help would be appreciated.

Kind regards,

Matt

Matt Page · October 2017

Thanks Maria

Chris Martin · October 2017

Hey Matt. I noticed that line in our KB article too (point #4...about renaming files individually) and that step is not correct. Our support team will be removing that step from the solution altogether. You don't have to reaname any of the files in the /OnlineExpress folder. The only reason to rename the folder itself (and the .tlb file) are to allow you to easily revert back to using your prior installation state if you chose to (by setting the file & folder names back like they were). Once you've succeeded with the reinstall, both the /OnlineExpress folder and the .tlb file will be recreated and you could safely delete the old versions if you wanted to.

So hopefully doing the simple rename and reinstall will get this user back up and running quickly. If for some reason it doesn't, our Support team will be happy to help troubleshoot further.

Thanks Matt!

Chris

Matt Page · November 2017

Hi Maria,

Have you had any joy with this yet? We're still struggling on, trying different things, but no apparent solution yet, and it's just been escalated to the next rung up the ladder so to speak.

Matt

Online Express disappeared from the navigation menu!

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