FREEZING RE

Jennifer Reager · January 2016

It seems like ever since we've moved up to 7.95, RE has gotten really bad about freezing up (we are hosted by Blackbaud). I wanted to see if anyone else has experienced this. Some days, I have to go through the Task Manager and start over up to 5 times a day.

This mainly occurs when I'm using Reports or working with online gifts via Online Express. So, maybe it is related to having multiple windows open. . .? It not only slows my work flow, but also I lose all progress if it freezes up in the middle of viewing Reports.

Jennifer Reager · January 2016

Aaaanndd, I've had to reboot twice since I posted this less than an hour ago. On one occasion, it didn't freeze; it just disappeared. It heard me talkin' bad about it.

Jen Claudy · January 2016

Haven't noticed anything at all here. Is this happening for multiple staff/workstations at your org? Only with RE or with other programs as well? I would contact Hosting Support and/or your IT support. It could be something that needs to be reset or cleared somewhere.

Ha...just saw your post about it hearing you talking about it. With that, I'm calling it a day and heading home.

David Springer · January 2016

Hi Jennifer!

On the whole, upgrading to 7.95 shouldn't make RE freeze up. Jennifer Claudy is on the right track in asking if colleagues and other programs see the problem, but there can be several factors at play. Having multiple processes open at once can definitely take more processing power, which may make the program slower to respond, but this shouldn't be affected by the upgrade.

I'll follow up with you individually, as a support case with our hosting team may be the best way to get to the bottom of the issue.

I hope this helps!

shani traum · January 2016

We had some serious slowdowns with RE a few months back. After much back and forth, it turned out that the issue was on our end. After checking several possibilities, our IT department determined that it was our firewall causing the problem. They tweaked that and all was well.

A way to check if this could be the issue is to have a user try logging in off network (like from a home computer). I found that at home, it was fast as can be, but at work...painful.

Good Luck!

Shani

Michael Sherman 2 · January 2016

Yes!! Ever since "upgrading" to 7.95 RE will freeze up when using a query to validate addresses in AddressAccelerator. I have to right click on RE in the taskbar to close the window. When I go back in I find that the addresses have been updated.

Edited: we are self-hosted.

Anne Herbert · January 2016

We have recently experienced freezing with Address Accelerator too, but we are locally installed. We put AA on a shared server, so to solve the problem I loaded it locally on each persons C drive and the problem went away (of course that means every 2 months I'll have to update it on each pc). Our IT servers have been having issues with other products too, so I know it's a problem in our environment, but found it interesting that others are having issues too.

Jennifer Reager · January 2016

shani traum:

We had some serious slowdowns with RE a few months back. After much back and forth, it turned out that the issue was on our end. After checking several possibilities, our IT department determined that it was our firewall causing the problem. They tweaked that and all was well.

A way to check if this could be the issue is to have a user try logging in off network (like from a home computer). I found that at home, it was fast as can be, but at work...painful.

Good Luck!

Shani

Same here. I don't recall having this issue at home. We non-profits just have to adapt to the technology that we get!

Sunshine Reinken Watson · January 2016

I have noticed since upgrading that it randomly freezes for a 30 seconds to a minute. We are hosted.

Nicole Holt · January 2016

We are having horrible lags/freezing/disconnection. Currently working with our IT to see if there is anything on our end that can be done, but--I have to say!--other programs use online databases (larger case management database) with no problem whatsoever. We've tested connection speed--up and down are fine. No substantive changes in firewall or antivirus. It has been very frustrating. Support has advised reconnecting to try to hit a different server, which makes me think that BB knows that this is a capacity issue on their end. If anyone has a solution, I would be really excited to pass it on to our IT department!

shani traum · January 2016

Yup. Been there! All other online programs worked fine. It was just Blackbaud products - RE, NetCommunity...

If you want, I can pass your contact (or your IT folk's) to my guys and they can share what they did to solve the problem.

shani

Nicole Holt · January 2016

shani traum:

Yup. Been there! All other online programs worked fine. It was just Blackbaud products - RE, NetCommunity...

If you want, I can pass your contact (or your IT folk's) to my guys and they can share what they did to solve the problem.

shani

That would be wonderful, thank you. My email is nholt@preblestreet.org

Margaret Argyelan · January 2016

Nicole Holt:

We are having horrible lags/freezing/disconnection. Currently working with our IT to see if there is anything on our end that can be done, but--I have to say!--other programs use online databases (larger case management database) with no problem whatsoever. We've tested connection speed--up and down are fine. No substantive changes in firewall or antivirus. It has been very frustrating. Support has advised reconnecting to try to hit a different server, which makes me think that BB knows that this is a capacity issue on their end. If anyone has a solution, I would be really excited to pass it on to our IT department!

I have had difficulties as well, my speed is above average (I did the ping test), I have no viruses. I have been given the same response by RE- connect to a different server ... only I don't have another server to connect to. I can go days without freezing and then will experience it multiple times. It is especially frustrating when I am creating a query or export and then I lose all or a portion of what I have figured out that I need!

Cindy Lisowski · February 2016

We, too, have been having issues - both on-campus and off. We have also been having the issue of not being able to log in (w're hosted). Our work-through for that is to try other internet browsers, download Citrix again, and/or use another computer. And hope that after about 15 minutes of this, you can get in.

FREEZING RE

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