Possible reasons:

  1. In version 7.91.5056.5 and higher, check the Windows Event Viewer Application Log on the workstation that received the error to determine the exact error.
  2. To locate the message within the Application Log, select View, Find and enter sAction in the Description field; then click Find Next. The message will display within the <body> tags. 
    1. If the Event Viewer message contains either 401 - Unauthorized or Access is Denied, then the BBPS credentials are incorrect or the BBPS account has been locked out due to unsuccessful attempts to access it.
    2. If the Event Viewer message is The user does not have rights to access this feature, confirm BBMS/Other is selected for Process credit cards and ACH gifts through via Config, Business Rules, Batch options.
    3. If the Event Viewer message is The remote name could not be resolved, then the workstation is not connecting to BBPS due to lack of internet, lack of access to SSL-protected sites, or a possible firewall blockage.
    4. If the Event Viewer message is Could not establish trust relationship for the SSL/TLS secure channel, then the workstation is not connecting to BBPS due to an issue it has with verifying the validity of the SSL certificate used by BBPS. 
  3. The Internet connection on the workstation could have been briefly interrupted while entering the gifts.  Exit and sign out of the The Raiser's Edge, then log back again once the workstation has an internet connection.
  4. BBPS credentials are incorrect.  Note: Usernames and passwords are case-sensitive and the username cannot be longer than 20 characters
    1. When logged into The Raiser's Edge as Supervisor,test the connection to BBPS (if you haven't already)
    2. If you don't have or no longer remember the BBPS password, you can reset it and immediately enter those updated credentials in your Blackbaud applications that use BBPS.
  5. The server or workstation does not have an internet connection (browse to http://www.google.com/ to test this).
  6. Firewall settings are blocking access to port 443 (browse to an SSL protected site (ex: https://www.blackbaud.com/profile/logon.aspx?ReturnUrl=%2fkb%2findex%3fpage%3Dhome) to confirm
  7. The BBPS service is down (least likely scenario)