1. Check the testconfig page at www.MyDomain.com/testconfig.aspx where www.MyDomain.com is the full domain where the Blackbaud NetCommunity website is installed.
  • If errors are present on the testconfig page, search the Knowledgebase for those specific errors.
2. Verify that you can log into The Raiser's Edge directly on The Raiser's Edge web services server.
  • If you cannot, then this issue must be resolved before further troubleshooting. Search the Knowledgebase for the specific error returned.
3. In the Blackbaud NetCommunity plug-in in The Raiser's Edge, click the options link and click the test connection link to test the plug-in URL. 4. Test whether you can browse successfully to the plug-in URL.
  • If successful, you will see a white page with plain text links on the page
  • If you are not able to browse to this URL and your Blackbaud NetCommunity site is hosted by Blackbaud: Click Chat with Support and reference this article
  • If your site is not hosted by Blackbaud, this URL must be accessible by The Raiser's Edge web services server
5. Test whether a firewall is blocking traffic to or from either server.
  • Temporarily disable the client-side firewall
  • Use a tool like Microsoft's PortQueryUI to make certain that no port filtering is occurring on either port 80 or 443
  • If either port is being filtered, turn off the firewall and check connectivity again.
  • If the client would like to employ IP filtering, refer to this Knowledgebase article for which IP addresses must not be blocked.
6. Make sure that The Raiser's Edge Service and Custom Service URLs in Blackbaud NetCommunity are correct.
  • Access this setting in Blackbaud NetCommunity via Administration > Sites & Settings > Settings > Web Services
  • Test each URL by attempting to browse to it
  • If successful, you will be able to load each URL in a browser and will see a white page with plain text links.
  • The form of The Raiser's Edge Service URL is generally http://[REServerURL]/RE7Service/MasterService.asmx
  • The form of the Custom Service URL is generally http://[REServerURL]/RE7Service/CustomService.asmx
7. Make sure you can access The Raiser's Edge web services server from the Blackbaud NetCommunity server and vice versa.
  • To do this from The Raiser's Edge web services server, browse to http://[BBNCWebsiteURL]/testconfig.aspx
  • To test this from the Blackbaud NetCommunity web server, browse to http://[REServerURL]/RE7Service/MasterService.asmx
  • If the website is hosted by Blackbaud, to test this from the Blackbaud NetCommunity web server: Click Chat with Support and reference this article.
8. Make sure that the domain name of The Raiser's Edge web services server is resolving correctly.
  • Enter the following from a command prompt, where rews.domain.com is the URL of The Raiser's Edge web services server:
    • nslookup rews.domain.com
  • You should be able to see the IP address of The Raiser's Edge web services server returned.
9. Make sure The Raiser's Edge web service server is communicating properly with The Raiser's Edge database SQL server
  • From The Raiser's Edge WebService server, run the following from a command prompt, replacing [dbservername] with the name of the RE database server:
    • ping [dbservername] -t
  • Verify that the response times remain below 5ms. If they fluctuate above this time, contact a network administrator for assistance.
10. Make sure that The Raiser's Edge and Custom Service usernames and password are correct.
  • These credential are saved in two places:
    • In the Blackbaud NetCommunity website under Administration > Sites & Settings > Settings > Web Services
    • In the /Blackbaud/Raisers Edge Web Service/web.config file on The Raiser's Edge web services server
      • In the web.config file, look for a line like <add key="RE7ServiceUsers" value="username\password" />
  • These credentials must be the same in both locations
11. Verify there are no performance issues on The Raiser's Edge WebService server.


12. Reboot the Raiser's Edge web services server.


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