Please contact the appropriate software vendor or IT professional for assistance with this process or issue, which is beyond Blackbaud's scope of support.
Try each of the following steps in order until the error is resolved: 

If receiving errors for PhoneFinder refer to Knowledgebase solution "Error: Authorization Exception: The user is not authorized for the product "  (BB245156)

  1. If using a Proxy server or firewall make an exception for the following URLs on port 443 and 80 for both outbound and inbound activity.


    Product URL
    The Researcher's Edge Online
    WealthPoint for The Raiser's

    Download and run the Ping.exe utility to test connectivity:
    1. Download
    2. Extract (BB546) the Ping.exe file from the ZIP file
    3. Double-click Ping.exe
    4. Select Extension Server from the Server drop-down list
    5. Click Ping
    6. Verify it returns the message Ping Successful
    7. Select WealthPoint Server from the Server drop-down list
    8. Click Ping 
    9. Verify it returns the message Ping Successful

    A failed ping indicates that there is a firewall or proxy setting which is blocking ports 80/443 inbound and outbound connections and preventing the workstation from performing searches. Open these ports in order to allow the ping and searches to succeed.

    Contact your network administrator or firewall vendor for assistance. Configuring ports and firewalls is beyond our scope of support

  2. Verify your browser is Internet Explorer version 5.0 or higher  
  3. Reset the Web Settings in Internet Explorer
    1. Open Internet Explorer 
    2. Select Tools, Internet Options
    3. On the Programs tab, click Reset Web Settings
  4. Disable the Proxy server
    1. Open Internet Explorer and select Tools from the tools menu 
    2. Selected Internet Options
    3. Select Connections and click LAN Settings
    4. Uncheck use proxy server and click OK
  5. Verify you can access other secure sites such as and
  6. If these sites can be accessed determine the following information.
    1. What is the exact error message?
    2. When does the error occur?
      1. Does the error occur when trying to visit
      2. Does the error occur when trying to log in when on the Wealthpoint web site?
      3. Does the error occur when trying to use Wealthpoint after logging in to the web site?
  7. Contact Support and reference this article.  including the answers to the questions above, to request assistance.