Sphere Connector stuck on Checking FTP connection status OK

Your Blackbaud Sphere to Raiser's Edge Connector is stuck Polling for Import. The Log tab in your Integration Control Panel reads "Sync # XXXX: Checking FTP connection status: OK." This message appears multiple times, and the sync number never changes. Because of this, you are unable to initiate a new sync or complete the current sync.

If you are Hosted by Blackbaud: Click Chat with Support, reference this article, and give the support analyst the sync number you are polling for import on as well as the sync number and date for the last successful sync. 

If you are not Hosted by Blackbaud: Click Chat with Support, reference this article, and give the support analyst  the following information:

  • The number you are polling for import on.
  • The date of your last successful sync
  • A screen shot of your Log Tab
  • Verify that you have completed the steps above.
  • The log files on the server for the last successful sync and the failed sync.  Traditionally, these are stored in a path similar to C:\Program Files\Blackbaud\The Raisers Edge 7\Custom\Service\Data\logs

Steps to Duplicate

  1. Log in to The Raiser's Edge
  2. Click the Sphere icon
  3. Click the Scheduler link
  4. Note messages in Log tab

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