Having issues following Maintenance Update

Jennifer Clark 3 · April 2020

I believe there are issues associated with maintenance update 32138 and/or 35483 that were performed earlier today (4/26). I received notice of two gifts made via Online Express which were exactly the same. As of now I only processed one as I believe they are duplicates. Also, I am unable to find my printer to print letters or reports. This was not the case when I left the office on Friday, 4/24. Is anybody else experiencing issues of this sort?

Austen Brown · April 2020

Hi Jennifer Clark‍ - It looks like you have two separate problems within your post, one within OLX and one within the settings of RE.

I would recommend that you look at the transactions in your BBMS account to see if both of these transactions are listed. I have seen similar situations like this over the years, where a donor hits the "process" button more than once and their transaction is subsequently charged twice. If both are listed within BBMS, you should reach out to the donor to find out if the second transaction was charged in error and process a refund. If there is only one transaction listed in BBMS, you will need to contact support to get this resolved.

As for being unable to find your printer, in my experience RE will look to use the default printer set for your computer. If the printer is set as default on your computer, I would contact support to get this resolved.

I hope this helps! Let me know if you have any other questions.

Chris Martin · April 2020

Hi Jennifer Clark‍. In addition to the good advice Austen Brown‍ shared, I can add that Online Express has code that runs in the donor's browser and whose job is to prevent accidental "double clicks" from submitting an OLX form more than once when your OLX form is set to process credit cards using "standard checkout". But we have seen in a few rare cases where there is a conflict with other code running on the organization's website where OLX code isn't able to prevent the double-click 100% of the time.

But I'd like to recommend that you consider switching your OLX form from using "standard checkout" to using Blackbaud Checkout. It's an option in the form editor where you enable credit card processing. In our testing, we have been unable to produce an unwanted double-transaction by "double-clicking". We use some different tech with BB Checkout which has many benefits (including a likely lower effort required on your part to ensure PCI compliance), one of which is better prevention against accidental duplicate form submissions.

Thanks!

Chris Martin

Blackbaud Product Management

C Downs · April 2020

I cannot see any of my images in OLX - all of the photos are just represented by that tiny little box with an x in it. The images (jpeg photos) are not in the templates of the SENT emails, nor will they load from a previous image. What's wrong?

Chris Martin · April 2020

We experienced an issue where thumbnail images in the Online Express plugin were not being served up correctly. A soft-reboot of the machine where those images are served up from restored service for folks working in Online Express's Email Marketing area, but that's not a long term or root cause fix. We actually already had work actively in flight to upgrade where those thumbnail images are hosted and we're continuing that work as a top priority item as the permanent resolution to ensure this doesn't happen going forward.

Timing-wise, we're aiming for the next Online Express release for the migration of these images to their new storage location to happen. That next release is tentatively planned for the week of May 19th at the moment.

Apologies for the inconvenience and stress of seeing your images temporarily reduced to little red X's.

Having issues following Maintenance Update

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