Possible causes: 

  • User name or password is incorrect
  • New database security procedures were put in place that restrict access to Online Updates
  • The user is inactive, unauthorized to perform searches on behalf of your organization, or is using an incorrect login
  • Expiration date was past current date 
  • There is an active ResearchPoint subscribtion which deactivates use of WealthPoint through Raiser's Edge.

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

  1. Verify there is not an active ResearchPoint subscription when searching WealthPoint through Raiser's Edge.
  2. Verify that the user name and password (BB266642) used to log in is correct.
    Note: If you change your user name and password on the Web site, there is a 24 hour delay. During this time, use your old user name and password. 
  3. Verify the user is logged into the domain and not logged in locally. (BB208676) (This does not apply to standalone workstations.)
  4. Verify browser and proxy settings (BB134708) are not causing the error message