When creating a case on login errors, please include the following information:
- What is the case priority (Problem, Critical, Down)?
- Is the issue time sensitive?
- Does this occur in the test environment, production, or both (If applicable)?
- Is this a Blackbaud Customization?
- Is this a customization built by your organization?
- What is the specific error message?
- At what point in the process do you receive the message i.e. website, download, or login screen?
- What URL are you logging into?
- What version of .NET framework is installed?
- What Operating System is installed?
- What version of Internet Explorer is installed?
- Can other users log in on same machine?
Please provide any other helpful information.
NOTE: This list is a starting point. Follow-up questions may be necessary.