There are several possible causes for the error:
 

  • The Blackbaud NetCommunity Service is not running (In versions 6.35 and earlier)
  • The NetCommunityService.exe.config file is configured to use an incorrect server or database name
  • If the Blackbaud NetCommunity user record is linked to a record in The Education Edge and a constituent record in The Raiser's Edge, it is possible that the user was imported into Blackbaud NetCommunity before the Education Edge record was linked to a constituent record in The Raiser's Edge.


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

  1. Ensure the version of the NetCommunity plug-in installed in The Raiser's Edge matches the version of Blackbaud NetCommunity installed on the web server
  2. Restart the Blackbaud NetCommunity Service on the Blackbaud NetCommunity web server. (In versions 6.35 and earlier)
  3. Ensure the NetCommunityService.exe.config file is configured to use the correct server and database name.
  4. Allow time for the information to populate in The Raiser's Edge.  Please note that it may take several hours to weeks for The Raiser's Edge Integration Service to update the NetCommunity tab with data, depending on how much data is queued for transfer between Blackbaud NetCommunity and The Raiser's Edge.
  5. Log into the Blackbaud NetCommunity website as a site administrator and confirm the user(s) exists in the Blackbaud NetCommunity website by searching for the user record within Administration - Users.
  6. If the error is occurring for a small number of users, please attempt to delete and undelete the user records in Blackbaud NetCommunity using the steps below:
Steps to delete and undelete a user in Blackbaud NetCommunity:
  1. While logged into Blackbaud NetCommunity as a site administrator, navigate to Administration - Users
  2. Search for the user record associated with the affected constituent record
  3. Edit the user record by clicking the pencil icon next to the record
  4. Click the Break Link button
  5. Click the Delete button
  6. When asked to "confirm that you want to delete this record", click OK
  7. Search for and edit the user record again with the Deleted checkbox marked
  8. Click the undelete and generate a sign-up transaction link
  9. Click Save to save the user record
  10. In The Raiser's Edge, navigate to the NetCommunity plug-in and click Sign-up Requests to process the sign-up request.
  11. After the user record in Blackbaud NetCommunity has been linked to the constituent record in The Raiser's Edge, allow time for the data to transfer from Blackbaud NetCommunity to The Raiser's Edge.  Please note that this may take several hours to several weeks for the data to transfer, depending on how much data is queued for transfer.
     
Steps to increase the number of records that are transferred and frequency of transfer for The Raiser's Edge Integration Service:
In Version 7.1 and Higher​:
  1. Login in to the NetCommunity website
  2. Navigate to Admistration > sites and settings
  3. Select the Schedules tab
  4. Scroll to The Raiser's Edge Integration section
  5. Update the number of records that will process at the determined interval
In Versions 7.0 and lower:
As mentioned earlier, it can take several hours to weeks for pending data to be transferred from Blackbaud NetCommunity to The Raiser's Edge.  Blackbaud NetCommunity is configured to transfer a specific number of transactions based on the frequency defined for The Raiser's Edge Integration Service settings in Blackbaud NetCommunity within Administration - Configuration.  This frequency can be adjusted to run the service more frequently.

When The Raiser's Edge Integration Service runs, it will transfer a specific number of transactions during each cycle.  The default number of records to transfer is 500 within the following categories:
  • Client Users
  • Personal Pages
  • Email Information
  • Email Recipients
  • Newsletters
  • Web Traffic
  • Fundraiser Email Information
  • Fundraiser Comments Information
The number of records to transfer during each cycle is defined within a config file on the web server.  You can change the number of records to transfer each cycle by making the following adjustments to the NetCommunityService.exe.config file located in the NetCommunity install path (Program Files\Blackbaud\BBNCServices\) on the Blackbaud NetCommunity web server.  Please note that these adjustments should be made during times when the NetCommunity web server is experiencing relatively lighter traffic, such as late at night or early morning.  If the web server is experiencing high traffic while the Raiser's Edge Integration Service is running at these higher values or if the web server hardware is running at or below the minimum requirements, it can affect the performance of the site.
  1. Open the NetCommunityService.exe.config file located in the install directory for Blackbaud NetCommunity on the web server (Program Files\Blackbaud\bbappfx\vroot), make a copy of the file to use as a backup, and edit the file to pull 10,000 records during each cycle.  Please reference the examples below for a before and after example of what will be changed in the file.  Note that only the highlighted text will need to be changed:
    Before:
    <appSettings>
    <add key="ConnectionString" value="server=[BBNC_database_server];database=[BBNC_database_name];user id=BBPortalWebUser;pwd=[password]" />
      <add key="REIntegration_MaxRecords" value="500" />
      <!--
      <add key="REIntegration_MaxRecords_ClientUsers" value="500" />
      <add key="REIntegration_MaxRecords_PersonalPages" value="500" />
      <add key="REIntegration_MaxRecords_EmailInfo" value="500" />
      <add key="REIntegration_MaxRecords_EmailRecipients" value="500" />
      <add key="REIntegration_MaxRecords_Newsletters" value="500" />
      <add key="REIntegration_MaxRecords_WebTraffic" value="500" />
      <add key="REIntegration_MaxRecords_FREmailsInfo" value="500" />
      <add key="REIntegration_MaxRecords_FRCommentsInfo" value="500" />
        <add key="REIntegration_SQLTimeout" value="600" />
      
        
      <add key="CodeTableRefresh_FrequencySeconds" value="3600" />
      <add key="CodeTableRefresh_LogDirectory" value="" />
      -->
    </appSettings>

    After:
    <appSettings>
    <add key="ConnectionString" value="server=[BBNC_database_server];database=[BBNC_database_name];user id=BBPortalWebUser;pwd=[password]" />
      <add key="REIntegration_MaxRecords" value="10000" />
      <!--
      <add key="REIntegration_MaxRecords_ClientUsers" value="500" />
      <add key="REIntegration_MaxRecords_PersonalPages" value="500" />
      <add key="REIntegration_MaxRecords_EmailInfo" value="500" />
      <add key="REIntegration_MaxRecords_EmailRecipients" value="500" />
      <add key="REIntegration_MaxRecords_Newsletters" value="500" />
      <add key="REIntegration_MaxRecords_WebTraffic" value="500" />
      <add key="REIntegration_MaxRecords_FREmailsInfo" value="500" />
      <add key="REIntegration_MaxRecords_FRCommentsInfo" value="500" />
        <add key="REIntegration_SQLTimeout" value="600" />
      
        
      <add key="CodeTableRefresh_FrequencySeconds" value="3600" />
      <add key="CodeTableRefresh_LogDirectory" value="" />
      -->
    </appSettings>
  2. Restart the Blackbaud NetCommunity Service on the Blackbaud NetCommunity web server.
  3. Log into Blackbaud NetCommunity as a site administrator and navigate to Administration - Configuration.
  4. Update The Raiser's Edge Integration Service to use a frequency of Every 10 minute(s).
  5. Click Save at the top of the Configuration page.
  6. Allow the service to run for several hours and reevaluate the progress by reviewing the affected constituent records for the error.  It may still require several days for The Raiser's Edge Integration Service to transfer the records, depending on the number of records that are queued for transfer.

If the issue is still unresolved, 
Click Chat with Support and reference this article.