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

  1. If using a Proxy server or firewall make an exception for the URL sftp://desftp1.blackbaud.com/ on port 443 and 80 for both outbound and inbound activity. If necessary, you can also PING (BB109208) the URL sftp://desftp1.blackbaud.com/ to use the IP address, although this is not the recommended method because the IP address is subject to change. To test connectivity, download and run the Ping.exe utility:
    Note: 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. 
    • Download Ping.zip. (BB109208)
    • Extract (BB546) the Ping.exe file from the ZIP file.
    • Double-click Ping.exe.
    • Select Extension Server from the Server drop-down list
    • Click Ping.
    • Verify it returns the message Ping Successful.
    • Select WealthPoint Server from the Server drop-down list.
    • Click Ping.
    • Verify it returns the message Ping Successful.
  2. Manually bypass the proxy server and update the workstation.
    Note: The Network Proxy Server (BB263385) 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.
    • Change the Internet Explorer option for the affected workstation to bypass the proxy server.
    • Manually update the workstation by running Setup.exe from the Deploy package on the server.
    • Log into The Raiser's Edge and click Data Health Center.
    • Enable the proxy server in Internet Explorer.
  3. Reset the Web Settings in Internet Explorer:
    • Open Internet Explorer and select Tools, Internet Options from the menu bar.
    • Select the Programs tab.
    • Click Reset Web Settings, click OK.
  4. Verify you can access other secure sites such as http://www.blackbaud.com and http://www.wealthpoint.com (requires WealthPoint subscription). If these sites can be accessed determine the following information:
    • What is the exact error message?
    • When does the error occur?
    • Does the error occur when trying to visit http://www.wealthpoint.com?
    • Does the error occur when trying to log in when on the Wealthpoint web site?
    • Does the error occur when trying to use Wealthpoint after logging in to the web site?
  5.  Contact Support and reference this article.