If Blackbaud does not host your Blackbaud database(s): 

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

If your database is hosted by Blackbaud, contact your IT support or network personnel and request that they investigate the network or Internet connection to Blackbaud's servers.  For additional troubleshooting steps to assist you with that, refer to: I am experiencing slowness, delayed responses, or freezing in Blackbaud Hosting Services