Blackbaud Web Services frequently crashes when The Raiser's Edge and Luminate Online are integrated

Users may find that the connection between Luminate Online and The Raiser's Edge is not functioning intermittently. When checking on the Blackbaud Web Services, it has stopped or crashed. Some users find that the connection is down, but Blackbaud Web Services is still listed as running. Restarting the web services will restores the connection.
Note: This article is specific to web services crashing multiple times. If you are having troubles with your connection to Luminate Online, or gifts/constituents are missing from one of the programs, please troubleshoot using all steps in the following solution first. For customers who host Raiser's Edge on their own servers, please ensure web services is installed in only one location, multiple installs will cause connection issues. Web services must be installed on a server or workstation with 24/7 internet access where .Net Framework 4.0 is installed. Users may experience frequent issues with missing transactions, QPM build-up and/or errors in the plugin if web services is not in a controlled environment. RELO users will need to work with their own organizations technical support to ensure the plugin and web services meets system requirements and is installed in a stable environment. For additional troubleshooting, proceed with the recommended troubleshooting below.

To check on the connection between Luminate Online and The Raiser's Edge:
  1. Log in to Luminate Online
  2. Go to Constituent 360 > Groups
  3. Click Map a New Group to an Offline Segment
  4. If an error is returned on this screen, it's possible web services is not running or needs to be restarted
To access Blackbaud Web Services and check on its status: 
  1. Log in to the server that has Blackbaud Web Services installed
  2. Go to Control Panel > Administrative Tasks > Services
  3. Take note of the Status column
  4. Right click on the Blackbaud web Services and choose to Restart or Start
  5. Return to Luminate Online and follow the steps above to check the connection
Additional troubleshooting: 
  1. Ensure you are the most recent version of Web Services and/or the Raiser's Edge Luminate Online plug-in. For update instructions, click here .
  2. Ensure that Automatic Processing is disabled (unmarked) in the plug in Options under Automatic Processing.
  3. Go to Control Panel > Administrative Tasks > Services and right click on the Blackbaud Web Services. Select Properties > Recovery. For the Failure options, select Restart the Service from the dropdowns. This will automatically restart Blackbaud Web Services should it crash in the future.
  4. How to ping Web Services to ensure it is responsive

Contact Support and reference this article. 

Note:  If you recently installed the update to ResearchPoint as described in the following solution, and were on a version of The Raiser's Edge/Luminate Online integration plug in lower than 1.4.5326, please access this Knowledgebase Solution.
 

Environment

 1.4.5359 ; 1.4.5326

Was this article helpful?