We recommend following our guide to How to troubleshoot Email Delivery Issues in Blackbaud Internet Solutions.

Beyond the guide above, if your environment is self-hosted, you will need to research if there is any contention over the email tables, which would manifest as Blocking in SQL snaps or pertinent errors in the application and system logs of your BBIS web server(s).

Note: There are a number of system procedures that read or write from this table, including sending emails and CRM integration, and if multiple attempts to interact with this table occur at the same time then some will have to wait while the first operations complete. This is what most often results in timeouts of this nature, rather than system connectivity or latency.  Other memory-intensive or email-related business processes running at the same time a job is processing may also contribute to longer-than-normal processing times for email jobs .

A couple of steps are available to assist with avoiding this situation:

  • Access Administration > Business Processes > History tab.  Filter on null "process type" (which looks for any process type) and "status" = "running" to see if there are any long-running processes that may be utilizing server resources
  • Staggering the submission of multiple email blasts so they process at different times
  • During times of high bulk email job processing, temporarily disable or reduce the frequency of Blackbaud CRM Integration in BBIS > Administration > Sites & Settings > Schedules
  • Delete historical email jobs that are no longer needed using the "Delete Email Functionality" included in version 4.0 Service Pack 8: https://www.blackbaud.com/files/support/guides/enterprise/400/updatec.pdf 

To assist with the investigation of this issue, we recommend using our Blackbaud KnowHow guide, which contains details on the use of troubleshooting tools, such as SQL Snaps, FiddlerCaps, and more.

If you do not have multiple jobs or see no blocking when investigating this issue, contact Blackbaud support for further assistance.