RELO Plugin Connection Issues

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Miki Martin
Miki Martin ✭✭✭✭✭
Facilitator 4 Fifth Anniversary Name Dropper Photogenic
in Blackbaud Luminate Online® & Blackbaud TeamRaiser® Discussions

I have been working with Support for over a week now on this. Has anyone else had issues with the RELO plugin not communicating properly with LO? I have not been able to process Matched or Unmatched constituents that I have been able to match. If they're Linked or if it's a new constituent they're fine and process but Matched will not. I receive this error:

2894eb3ef11c5b91e3ed78eb5736166a-huge-im

My Citrix has been rolled back to 24.3.1.97 (2403.1) due to other issues I am having in RE but other teammates have this same issue and are on the newer version of Citrix.

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  • Amy Barker 7
    Amy Barker 7 ✭
    Third Anniversary Facilitator 2 Name Dropper Photogenic

    @Miki Martin I have not yet seen this one. Have you checked your credentials in in the RELO settings? Mine keeps getting the API Key and user login overwritten with garbage so it keeps breaking the connection.

  • Miki Martin
    Miki Martin ✭✭✭✭✭
    Facilitator 4 Fifth Anniversary Name Dropper Photogenic

    @Amy Barker I actually had someone remote in and look directly at those last week, I think it was.Everything there seems to be OK. It is baffling. No one here that has access to RELO has been able to process any constituents that are Matched. What is also odd is if we go ahead and create a new constituent from a record that is listed as Unmatched but really has a match and then try to merge that constituent into the existing record after the gift has been processed, we also get the error. It's looking like I am going to be creating over 30 new constituents, though, because the end of the month is almost here and we have to have the gifts processed by the first of the month for balancing. So frustrating.

  • Amy Barker 7
    Amy Barker 7 ✭
    Third Anniversary Facilitator 2 Name Dropper Photogenic

    @Miki Martin:

    @Amy Barker I actually had someone remote in and look directly at those last week, I think it was.Everything there seems to be OK. It is baffling. No one here that has access to RELO has been able to process any constituents that are Matched. What is also odd is if we go ahead and create a new constituent from a record that is listed as Unmatched but really has a match and then try to merge that constituent into the existing record after the gift has been processed, we also get the error. It's looking like I am going to be creating over 30 new constituents, though, because the end of the month is almost here and we have to have the gifts processed by the first of the month for balancing. So frustrating.

    Yikes. Good luck!!!! Hope support can help you out quickly.

  • Amy Barker 7
    Amy Barker 7 ✭
    Third Anniversary Facilitator 2 Name Dropper Photogenic

    @Miki Martin:

    I have been working with Support for over a week now on this. Has anyone else had issues with the RELO plugin not communicating properly with LO? I have not been able to process Matched or Unmatched constituents that I have been able to match. If they're Linked or if it's a new constituent they're fine and process but Matched will not. I receive this error:

    2894eb3ef11c5b91e3ed78eb5736166a-huge-im

    My Citrix has been rolled back to 24.3.1.97 (2403.1) due to other issues I am having in RE but other teammates have this same issue and are on the newer version of Citrix.

    OH WAIT! I just searched our cases and this was an issue we were having too. Tell your support team to reference case 017476100 from Pine Street Inn. Here's what they told me

    " I believe the issue you are experiencing on this workstation is due to a TLS security setting. There is a hotfix that you can download.

    This error and the hotfix download link are documented in the following knowledgebase article:
    https://kb.blackbaud.com/articles/Article/118644"

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