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

1. If you're using a Proxy server or firewall, make an exception for the URLs:
  • http://desftp.blackbaud.com/ on port 80
  • https://desftp.blackbaud.com/ on port 443
  • Both should have outbound and inbound activity allowed.
2. Test your connectivity by downloading and run the Ping.exe utility following these steps:
  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

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.

3. Manually bypass the proxy server and update the workstation following these steps:
  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.
4. Reset the Web Settings in Internet Explorer following these steps:
  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
  4. Verify you can access other secure sites such as http://www.blackbaud.com and http://www.amazon.com/exec/obidos/wishlist-login
    If you can access these sites, 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 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?
5. If you use Microsoft ISA Firewall, download and install the client components from Microsoft's website on the workstation getting the error message.

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.