RE7 Suddenly Running Slow

Elizabeth Rich · October 2020

We host RE7 on site. It started running really slow a couple of days ago. It takes up to 30 seconds to open a constituent, then takes up to 30 seconds to open a tab, such as the Gifts tab, drilling down each level takes up to 30 seconds. Our IT folks can't find anything wrong on the server. It happens for both folks working on site and from home through VPN. Has anyone with RE7 been having this problem? Has anyone had it in the past and fixed it? Thanks for any assistance.

Veronica Renzo · October 2020

Hi,

I have had this happen and we are hosted by BB. It usually resolves itself in a few days. Sorry not much help, but wanted to let you know it does happen even when not self hosted. Hopefully someone with self hosting can give you a better answer!

JoAnn Strommen · October 2020

Thanks Veronica Renzo‍ . We're hosted and I experience major slowness yesterday. Figured it was due to issues with service provider. Good to know I'm not alone and that it does happen even when hosted to others.

robert badley · October 2020

Elizabeth, we are self hosted as well and anytime we experience these kind of events it is linked to an internal issue with our network or servers. It could be one of many things and I'll just list a few of our known suspects in no particular order. Your IT team may already have tried all of these but here goes anyway:

try re-starting your RE server as it does get it's self in a knot from time to time and there may be Windows updates waiting to be installed;
check with your users to see that no one is running any SQL statements directly against the database;
check to see that your firewall is not causing conflicts with RE users connecting remotely;
if you are able to add more memory to your RE server (if you have a virtual server configuration) that can always improve performance.

These suggestions are not exhaustive but maybe will be helpful.

Robert

Dennis Ladnier · October 2020

In addition to what Robert shared (all good steps) I would also suggest;

1. make sure your reindexing/etc jobs are, at a minimum, running weekly

2. use standard SQL performance monitoring tools to help identify who may be running a long query (however a reboot will take care of this issue)

3. check for any storage/memory/network errors

4. a good review of your server audit logs would also be useful for server issues

Tyson C · April 2021

We are self-hosted and started having this problem a few days ago. Did you ever find a solution?
EDIT: This ended up solving the problem for us: https://kb.blackbaud.com/knowledgebase/articles/Article/49071

RE7 Suddenly Running Slow

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