Cannot export anything out of Raiser's Edge

Brandon Atkison · March 2018

Hello all,

This started Monday morning to knowledge, but like the title states we cannot export anything from Raiser's Edge. The usual option you get when you go into export, and choose local disk (C:), then your user folder, then your appropriate place to send your file are missing. It's like our user folders are missing or have been deleted. We are hosted by Blackbaud and have never experienced this problem before. I have been in contact with support and they said that it was a problem with Citrix. Well I have removed/installed version 4.3, 4.8, & 4.9 and it still did not correct the issue. Others are running 4.3 citrix and are having the same issue. Has anyone had an issue with this before?

I've attached a image below for reference.

Darrin Fitzgerald · March 2018

Brandon Atkison:

Hello all,

This started Monday morning to knowledge, but like the title states we cannot export anything from Raiser's Edge. The usual option you get when you go into export, and choose local disk (C:), then your user folder, then your appropriate place to send your file are missing. It's like our user folders are missing or have been deleted. We are hosted by Blackbaud and have never experienced this problem before. I have been in contact with support and they said that it was a problem with Citrix. Well I have removed/installed version 4.3, 4.8, & 4.9 and it still did not correct the issue. Others are running 4.3 citrix and are having the same issue. Has anyone had an issue with this before?

I've attached a image below for reference.

Looks like a permission issue, When you hit export does the window come up and ask to permit all?

Brandon Atkison · March 2018

Darrin Fitzgerald:

Brandon Atkison:

Hello all,

This started Monday morning to knowledge, but like the title states we cannot export anything from Raiser's Edge. The usual option you get when you go into export, and choose local disk (C:), then your user folder, then your appropriate place to send your file are missing. It's like our user folders are missing or have been deleted. We are hosted by Blackbaud and have never experienced this problem before. I have been in contact with support and they said that it was a problem with Citrix. Well I have removed/installed version 4.3, 4.8, & 4.9 and it still did not correct the issue. Others are running 4.3 citrix and are having the same issue. Has anyone had an issue with this before?

I've attached a image below for reference.

Looks like a permission issue, When you hit export does the window come up and ask to permit all?

Nope, I get the file type and export file name box that usually pops up.

Brandon Atkison · April 2018

I figured I would give everyone an update that currently works in a hosptial setting. Our information services team implemented a site wide policy, regarding citrix, that prevents anyone from downloading files onto their local or shared drives. We have been logging into the files.blackbaudhosting site to retrieve our files. Does anyone else currently do this? Is there anyway to extend the length of time before you are auto logged off of that site? I am trying to see if they will grant an FTP, but it seems we are treated like clinical staff even though our roles differ tremendously.

Ryan Hyde · April 2018

Ugh, that's the worst. Files.blackbaud.com is very slow and clunky. I'm not a fan. I only use it to house very large import files as importing data from there tends to be much quicker than from your local computer.

As far as I know, there is no way to extend the auto-logout time.

For the sake of your sanity, and that of your whole team, I hope your IT folks find a way to grant you the permissions you need.

Jen Claudy · April 2018

Don't know if it would help you or not, but you might look at FileZilla. Free software that will connect your local desktop with your BB Hosted Files site (and very long time outs...if any at all). I know you said you can't save to your desktop, but if you can do so temporarily, you can then use FZ to move to your BB folders.

Heather MacKenzie · April 2018

Brandon Atkison:

Hello all,

This started Monday morning to knowledge, but like the title states we cannot export anything from Raiser's Edge. The usual option you get when you go into export, and choose local disk (C:), then your user folder, then your appropriate place to send your file are missing. It's like our user folders are missing or have been deleted. We are hosted by Blackbaud and have never experienced this problem before. I have been in contact with support and they said that it was a problem with Citrix. Well I have removed/installed version 4.3, 4.8, & 4.9 and it still did not correct the issue. Others are running 4.3 citrix and are having the same issue. Has anyone had an issue with this before?

I've attached a image below for reference.

Brandon, I'm glad you got it figured out! My hospital system IT must have been ahead of the jump compared to yours because I've never been able to utilize that save to desktop directly from export feature. The files folder does work, although slow to launch as mentioned before, but check out FileZilla too. I've heard great things about it and it's on my to do list for May.

Bonnie Lodevole · April 2018

Brandon,

I think if you are hosted you need to go into
the Citrix area where files are stored and delete those you are not
using. There are too many and taking up space.

Good luck.

BonnieLodevole/Alumni and Development DatabaseManagerblodevole@millbrook.orgMillbrookSchool845-677-8261x163131 Millbrook School RoadMillbrook, NY 12545http://www.millbrook.org/

Cannot export anything out of Raiser's Edge

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