Authentication Popup when editing Acknowledgment Letters

When attempting to edit an acknowledgement letter an authentication box pops up asking for a username and password. Entering your BlackbaudID does not make it go away. This box shows up no matter how long you've been logged in. You may also encounter this error message when working in Appeal Mailings. 
We are currently evaluating this issue and will update this article when more information is available.

In the meantime, click Cancel until this message goes away.  The number of times you have to click Cancel will vary, but continue to click Cancel until it goes away. Then you will be able to edit your letter. This will reoccur every time you edit the letter unless you remove hidden elements from your letter.

To prevent the authentication popups, you will need to log in to Altru using Internet Explorer. Only IE allows you to see and delete the elements within the letter causing this issue.

Once you have bypassed the authentication screen clear the merge fields in the acknowledgment letter that have an [ X ] next to them and save your letter.
  1. Click Marketing and Communications > Acknowledgments
  2. Click the arrow next to your letter > Click edit
  3. Under the Write your letter's content section click edit
  4. Delete all merge fields with an 'x' symbol next to them
  5. User-added image
  6. Ok > Click Next > Click finish and close

It is best to check all letters for these hidden elements and remove so that the issue does not continue when edited other letters.

Steps to Duplicate

Specific Steps to duplicate:
  1. Go to Marketing and Communications > Acknowledgements
  2. Click on any acknowledgement letter and select Edit
  3. Under Write your letter's content select Edit
  4. Popup box appears here


 Altru Arts & Cultural

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