There are a number of steps you can take to dig deeper into the root cause of a problem with your donation pages.  The goal of these steps is not necessarily to solve the problem, but to identify a more specific error message or problem area on which you can focus further troubleshooting efforts. 
  1. Test the issue in different browsers - Chrome, Internet Explorer, Firefox.  Some browsers will expose more specific error messages that will give you more direction on the root of the problem.
    • In Internet Explorer, in the bottom left corner of the page, look for a warning icon (yellow triangle with exclamation point) - if you click on that icon, it will show page load errors, and it may even identify where in the code the problem is (specific line/character).
      • To view the code and locate the problem locations, you can right-click on the page and select "View Source"
    • In Chrome, go to Menu > More tools > Javascript Console - and note any errors that may be occurring
    • At this point, the page load errors may be specific enough that we can resolve the issue or investigate that specific problem.  If not, see below:
  2. Take the donation part and put it on a blank BBIS page, and test it out.  The goal here is to test parts in isolation to see if we can narrow down which part is the root of the problem.
    • If the donation part processes successfully when you put it on a new page, that means that the part is not the problem - it's something else on the page, and we can start gradually adding other pieces of the page to the blank test page until we find one that causes the error to re-emerge.
    • If the donation part works on a blank page, then you can also use this as a temporary workaround so that your donation page will still be live and functional until the issue is resolved.
    • Sometimes, removing other parts won't resolve the issue, but will result in a more specific error message that can be handled.
  3. Collect and SQL snaps and review for blocking procedures, to determine if any concurrently-running database processes might be contributing to slowness.
  4. Run Fiddler trace to capture web traffic and review for any specific errors
  5. Check for recent changes in network, such as changes to firewall rules or allowed IPs, etc. 
  6. At this point, if you haven't reached a specific error message that you can use to identify the problem

Contact Support and reference this article.