This message indicates that the Blackbaud Mobile Service is not found by the mobile device. Attempt the following steps in order to try to resolve the error message:

If your Raiser's Edge is hosted by Blackbaud Hosting Services:
  1. Verify the correct system key is present in the app as displayed in Web Services.
  2. Switch the mobile device to a Wi-Fi Internet connection instead of cellular data connection.
  3. If occurring for multiple devices/users, deactivate the service in question and generate a new system key for the RE Mobile App (BB736063) or the Event Management App (BB742952).
If your Raiser's Edge is not hosted by Blackbaud Hosting Services:

  1. Verify the correct system key is present in the app as displayed in Web Services.
  2. Switch the mobile device to a Wi-Fi Internet connection instead of cellular data connection.
  3. In Raiser's Edge, go to Web Service > Mobile Service for The Raiser's Edge or Web Services> The Raiser's Edge Event Management 
    • If the Blackbaud Mobile Service is stopped, select the option to Start it (the "play" button, which is a triangle pointing to the right).
    • If the Blackbaud Mobile Service is already started, Stop the service (using the "stop" button which is a button with a blue square) and then Start it again (the "play" button, which is a triangle pointing to the right).
  4. If occurring for multiple devices/users, deactivate the service in question and reinstall the service/generate a new system key for the RE Mobile App (BB735991) or the Event Management App (BB742949).

NOTE: If you have recently migrated The Raiser's Edge to a new server, the mobile services will not move with it automatically. The service will need to be installed on the new server.