When creating a case on login errors, please include the following information:

  1. What is the case priority (Problem, Critical, Down)?
  2. Is the issue time sensitive?
  3. Does this occur in the test environment, production, or both (If applicable)?
  4. Is this a Blackbaud Customization?
  5. Is this a customization built by your organization?
  6. What is the specific error message?
  7. At what point in the process do you receive the message  i.e. website, download, or login screen?
  8. What URL are you logging into?
  9. What version of .NET framework is installed?
  10. What Operating System is installed?
  11. What version of Internet Explorer is installed?
  12. 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.