Try each of the following steps in order until the issue is resolved:

  1. Ensure the database is on version 7.80.1122. Update Raiser's Edge to the newest version if needed.
  2. Ensure the user has rights to the Data Health Center.
  3. Ensure you are not running the Canadian version. The Canadian version of The Raiser's Edge does not have the Data Health Center.
  4. If using a Proxy server or firewall make an exception for the URL ftp://desftp.blackbaud.com/ on port 443 and 22 for both outbound and inbound activity. If necessary, you can also PING the URL ftp://desftp.blackbaud.com/ to use the IP address, although this is not the recommended method because the IP address is subject to change.
  5. Also, if using a proxy or firewall, make sure that all workstations and server can communicate freely within your network on Port 1433.  This is a SQL transmission port that is required for all Raiser's Edge and other SQL based transmission.  This port is frequently blocked by default by Windows Firewall.  
  6. To test connectivity, download and run the Ping.exe utility:

    1. Download Ping.zip
    2. Extract 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.

  7. Manually bypass the proxy server and update the workstation
    1. Change the Internet Explorer option for the affected workstation to bypass the proxy server.
    2. Manually update the workstation by running Setup.exe from the Deploy package on the server
    3. Log into The Raiser's Edge and click Data Health Center
    4. Enable the proxy server in Internet Explorer
      Note: The network proxy server may be configured to override workstation settings, i.e. setting this option at the workstation level may not allow you to actually bypass your network's proxy server. You may need to have the network administrator enter an exception at the proxy server.
  8. Reset the Web Settings in Internet Explorer:
    1. Open Internet Explorer and select Tools, Internet Options from the menu bar
    2. Select the Programs tab
    3. Click Reset Web Settings, click OK
  9. Verify you can access other secure sites such as http://www.blackbaud.com and http://www.amazon.com/exec/obidos/wishlist-login

    If these sites can be accessed, Contact Support and reference this article.  and provide 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 http://www.wealthpoint.com?
      2. Does the error occur when trying to log in when on the Wealthpoint website?
      3. Does the error occur when trying to use Wealthpoint after logging in to the website?

     

Alternative solution:

  1. Log into the workstation as a Local Administrator
  2. Run ReRegister.exe
  3. Reboot the workstation
  4. Manually update the workstation by running Setup.exe from the Deploy package on the server
  5. Log into The Raiser's Edge and click Data Health Center

Note: The network proxy server may be configured to override workstation settings, i.e. setting this option at the workstation level may not allow you to actually bypass your network's proxy server. You may need to have the network administrator enter an exception at the proxy server.

Please contact the appropriate software vendor or IT professional for assistance with this process or issue, which is beyond Blackbaud's scope of support.