If you are receiving either of the following specific error messages, please review the referenced Knowledgebase article before completing the steps below:  If your database is not hosted by Blackbaud Hosting Services, try each of the following steps in the order listed until the issue is resolved:

Note: These errors typically indicate network/installation-related issues. To help prevent these types of problems in the future, review our system requirements before installing or updating.
  1. Verify the user name and password you are using is correct, is 8 or more characters, and verify your CAPS Lock and NUM Lock are not on.
  2. Rename the BBUPDATE.INI file on the workstation.
  3. If the error occurs on an operating system that has User Account Control (UAC) enabled, right-click the shortcut for the Blackbaud application and select "Run as administrator".  For more information, refer to Knowledgebase article 43781 and Knowledgebase article 47091.
  4. Verify the version of the executable being used on the workstations matches the one on the server.
  5. Log on with a Windows account that has local administrator rights or required NTFS permissions and attempt to log in again.
  6. If using Windows authentication within the Blackbaud application, then log into the Blackbaud application with an User ID that is not mapped to a Windows account such as Supervisor and remove the Windows authentication (The Raiser's Edge or The Financial Edge/The Education Edge) or map it to the correct Windows account (The Raiser's Edge or The Financial Edge/The Education Edge).
  7. Determine the server's IP address and then attempt to PING the SQL server by IP address and by server name (DNS name) from a command prompt:
    • If the PING by IP address fails, contact a qualified IT professional for assistance with TCPIP. See Microsoft solution 325487 for more information
    • If the IP Ping connects but the PING by server name fails or reports a different IP address than the one found on the server, contact a qualified IT professional to address the name resolution problem on the DNS server, or, as a temporary fix, add information to the HOSTS file of problem machines.
  8. Determine which version and edition of SQL Server is being used. If using SQL Server 2005, refer to Knowledgebase article 42092 for changes which need to be made to SQL Server in order to use it with Blackbaud databases.
  9. Verify the SQL Server service is running on the server and verify the database is online. Attempt to login at the server.
  10. Make sure all users are logged out, then detach and reattach the database using the Blackbaud Management Console.
  11. If using SQL Server Standard or Enterprise Edition, verify the authentication method being used by SQL Server:
    • [SQL Server Full version only] If using Windows Only authentication, first add the proper permissions needed for users in a Windows Only authentication environment.
    • If Using Mixed mode authentication or once permissions have been added for users in Windows Only authentication, try to PING the server by IP address and by server name from DOS.
  12. Determine the port number and protocols being used by SQL Server. If Enterprise Manager/SQL Management Studio is installed, then make sure the port is not being used by another instance of SQL Server. If it is, change the port number as provided in Microsoft Article 823938.
  13. Verify you are running MDAC version 2.8 or higher. If not, download and install the latest version of the MDAC.
  14. Telnet the port being used by SQL Server to verify the connection is possible.
    • If Telnet connects, set the DSN for the product to use the port specifically and manually set the port on the server for all workstations.
    • If Telnet fails, contact a qualified IT professional for assistance troubleshooting the telnet utility.

Please contact the appropriate software vendor or IT professional for assistance with this process or issue, which is beyond Blackbaud's scope of support.
Note: We provide links to third-party websites in an effort to help you resolve your issue. We are not responsible for the information on third-party websites, and we cannot assist with implementing resolutions from these websites.