How to Troubleshoot the Donor Central Sync for Hosted Customers

The DonorCentral Sync is not working and I am a hosted customer, what are some things that I can check?
1. Check and see if the FIMSInternal user's password was changed.
  • To do that go to Tools\System Utilities\System Reports\System Users Report
  • Click Run Report
  • Look for the FIMSInternal user in the list, if the password was changed right around the time that the DonorCentral sync started to fail, this may be the cause of the issue
  • To reset the FIMSInternal user password, Go to Tools | System Utilities | Run Procedure and type in system\XaddCall.p in the Procedure name field
  • Re-run the DonorCentral sync from FIMS by going to Tools | System Utilities | DonorCentral |Donor Central Export, being sure to check the boxes for both Export Data and Upload to Donor Central
  • Log into Donor Central after 90 minutes to see if the sync was successful, or check and see if you received the sync confirmation email.

2. Make sure that the most current DonorCentral transfer executable is being used by doing the following:
  • Go to Tools | System Utilities | DonorCentral | Setup DonorCentral Upload
  • Click Save on the window
  • Close the window.
This will automatically update the DonorCentral transfer executable to the latest version
  • Re-run the DonorCentral sync from FIMS by going to Tools | System Utilities | DonorCentral |Donor Central Export, being sure to check the boxes for both Export Data and Upload to Donor Central
  • Log into Donor Central after 90 minutes to see if the sync was successful, or check and see if you received the sync confirmation email.

If neither of these options work, please create a support case and support will reach out to HostNet on your behalf.
 

Environment

 FIMS

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