Gift Benefits amount is incorrect or zero on a Gift record

You may encounter an issue where the Gift Benefits Amount shows correctly in the results of a Query, but shows zero in Gift record when you click on the benefits button to open the benefit record.  This may happen when a specific key or combination of keys are pressed on the keyboard when the button to open the benefits window is clicked.

This may also happen when using the application through Citrix Receiver in Blackbaud Hosting Services, which may inadvertently transmit the keystroke that causes the issue to occur. 

We are currently evaluating this issue and will update this article when we have more information.

If you are using The Raiser's Edge through Citrix Receiver in Blackbaud Hosting Services and the value changes to $0, this may be resolved by uninstalling and reinstalling the Citrix Receiver for Blackbaud Hosting Services.

Steps to Duplicate

  1. New Gift query
  2. Criteria = Benefits/Total Benefit Value > 0
  3. Output Benefits/Total Benefit Value > 0
  4. Results: Note values > 0
  5. Double click one line to open gift record
  6. Note red check on Benefits button indicating data.
  7. Click Benefits button while holding down another key on the keyboard, such as shift, ctrl, or the right-arrow key.
  8. Note Total Benefit/Value changes to $0.00 or another incorrect value.

Environment

 Citrix

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