Confirm the eReceipt functionality in the following areas. Starting Point: Edit the donation form part > Click the eReceipt button.
  • Do the images display while in the first view of the eReceipt?
    • No: Check the properties of the image, following these guidelines, and add the image back
    • Yes: proceed to next bullet point
  • Click Preview PDF
    • Images Show Red X: Proceed to the sections below per Hosted or Not Hosted by Blackbaud
    • Images Display Successfully: Proceed to the next bullet point
  • Test the eReceipts
    1. Either select the demo merchant account on the live form or create a separate form for testing with a demo merchant account
    2. Submit a donation while logged into NetCommunity. Note the results of the images in the eReceipts
    3. Submit a donation while not logged into NetCommunity. Note the results of the images in the eReceipts
  • Test another donation form and note if the ereceipts do not display for all donation forms or if the behavior is limited to one form or only some of the images within the form.
 
If the behavior persists and you're hosted by Blackbaud, Click Chat with Support and reference this article. Please be prepared to share the following information with Support:
  • URL of the donation form in question
  • Username/Password of the NetCommunity site
  • Whether or not this affects all donation forms
  • Whether or not this affects donors who are logged in or not logged in
In the interim, you may consider uploading the images to an external source, like Google Drive or Imgur, and then drag/drop the image into NetCommunity. This external image will allow the image to successfully display in the Ereceipt. 
 
If Blackbaud does not host NetCommunity:
  1. Check the Error Logs on the NetCommunity Web Server for the follwowing:
    • The remote certificate is invalid according to the validation procedure.
    • The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel.
  2. If this error is present, there are a couple scenarios which can prompt it:
  • First possible scenario:
The host files in nodes need to point to their own host files, not back to the load balancer. If the host files are pointing towards the load balancer, we’ll see the error above.
 
  • Second possible scenario:
There is an SSL certificate for the NetCommunity domain.  The SSL certificate must be on the NetCommunity web server. The SSL certificate should not be on the load balancer.
  • Note: If you need assistance with the scenarios above, you will need to work with our Professional Services team. Blackbaud Support cannot assist with the two scenarios. If you want to pursue working with the professional services team,  contact your account manager.