Please follow the steps below until the error is resolved:

  1. Browse to C:\Documents and Settings\(USER NAME)\Local Settings\Apps, delete the 2.0 Folder
  2. Download Ping.zip
    1. Extract (BB546) the Ping.exe file from the ZIP file
    2. Double-click Ping.exe
    3. Select Extension Server from the Server drop-down list
    4. Click Ping
    5. Verify it returns the message Ping Successful
    6. Select WealthPoint Server from the Server drop-down list
    7. Click Ping 
    8. Verify it returns the message Ping Successful. A failed ping indicates that there is a firewall or proxy setting which is blocking ports 80 and 443 inbound and outbound connections and preventing the workstation from performing searches. Open these ports in order to allow the ping and searches to succeed.
  3. Make an exception in your Proxy or firewall for all traffic from *.blackbaudhosting.com (or the IP addresses below).
    Note: Please contact the appropriate software vendor or IT professional for assistance with this process or issue, which is beyond Blackbaud's scope of support.
    • The following IP addresses resolve to the ResearchPoint servers.  Please note these IP addresses may change even when the main URL does not change (*.blackbaudhosting.com). 
      • 205.139.108.65
      • 205.139.102.243
      • 205.139.102.245
  4. Create a Trace file to determine where the database is being blocked
    1. Go to your ResearchPoint Start page
    2. Right-click on the Start button and choose Copy Shortcut
    3. Open a new Internet Explorer page/tab and paste the URL into the address field
    4. Add &TraceFlags=-1 to the end of the URL and press Enter (the end of the URL should look similar to &DOMAINPREFIX=BlackbaudHost&TraceFlags=-1)
    5. Browse to C:\Documents and Settings\[username]\Application Data\Blackbaud\Blackbaud.AppFx.Browser\TraceFiles and find the output from the trace
    6. Email this file to researchersupport@Blackbaud.com so an analyst can take a look at the file.