This Knowledgebase Article does not cover any troubleshooting when the slowness, delays, or freezing are limited to a specific function in the program.  If you are experiencing an issue with a specific module, function, or task, then search our Knowledgebase for the specific issue. 

Verify that the slowness or delays are being caused by general connectivity by checking the following:
  1. Log into Blackbaud Hosting Services and the Hosted application as another user on the affected workstation and test a task or activity to see if you have experience similar delays or slowness.  If you do not experience the issue, the problem is likely to be associated with one specific user.  Have the user test the application from another computer to verify this.
  2. Log into Blackbaud Hosting Services and the Hosted application from another workstation and test again.  If you do not experience the issue, the problem is specific to one computer.  Contact your IT support to test the connectivity on the computer or uninstall and reinstall Citrix Receiver on that computer.
  3. Log into Blackbaud Hosting Services and the Hosted application from another network (home or other location with high-speed internet) and test from there.  If you do not experience the issue, then the problem is only occurring on a specific network.  Contact your IT support or network support to have them test the Internet connection from that network.
  4. Ensure proper ports and URL exceptions have been made in any network firewalls, proxies, or web filters that are installed on your computer network.  This is to ensure that the connection is not hampered by network security programs or settings.  You may need to contact your IT support or network support for assistance with this. 
If the issue is present for all users on all workstations after checking the network settings run the following tests from an affected computer to obtain more information about the current network connection:
  1. Open a browser and go to https://www.speakeasy.net/speedtest/ in your web browser and perform a speed test to one of the follow locations:
    • Boston datacenter users: New York, NY
    • Orange County datacenter users: Los Angeles, CA
    • Vancouver datacenter users: Seattle, WA
  2. Take a screenshot of the results to record the results.
  3. Open Command Prompt and run the following command based on your datacenter location:
    • Boston: tracert ctx-login2.blackbaudhosting.com
    • Orange County: tracert login1.blackbaudhosting.com
    • Vancouver: tracert appsca.blackbaudondemand.com
    • Sydney: tracert login4.blackbaudhosting.com
    • EU (Amsterdam): tracert login01.blackbaud.net
  4. Take a screenshot of the results to record the results
  5. Run a PingPlotter over a 24 hour period from an affected workstation.  Note any times that you experience the slowness or delays while it is running. 
  6. Partner with your local IT department to analyze the test results and resolve any issues that they identify.  A guide to using PingPlotter to identify connectivity issues can be found on their website at http://www.pingplotter.com/gsg/
  7. Contact Support if the cause has not been identified or if you need assistance with the steps above.  Provide support with any screenshots or PingPlotter samples that you have recorded.
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.