If your database is hosted by Blackbaud, refer to How to troubleshoot performance issues with Blackbaud Hosting Services for Windows?

If your organization hosts your own data, then complete each of the following steps in order until the issue is resolved:

  1. Search Knowledgebase for the specific performance issue you're experiencing with your Blackbaud software. For example, if an error occurs, search Knowledgebase for the text of the error message, or if a query runs slowly, search for "Query runs slowly."
  2. Try some of the most Frequently Used Troubleshooting Steps.
  3. Ensure that your workstations and the server meet our system requirements, including supported operating systems. Remember, if the computers meet the minimum system requirements, you may experience minimum performance.
  4. Temporarily disable your antivirus software. If this improves performance, check your antivirus software's configuration to verify that it is not interfering with regular functions. For example, if the antivirus software performs a full system scan at the same time you are running large reports, it can affect the performance of both processes. Once you've determined that the antivirus software is not interfering with system performance, maintain current virus protection on all workstations and networks. Some viruses may attack system resources and slow down performance.
  5. Depending on where the issue occurs, follow the steps below in the order listed until the issue is resolved:
  6. If the steps above do not resolve the issue:
    1. Complete the performance troubleshooting checklist and create a performance monitor log when the issue occurs.
    2. Click Chat with Support and provide the performance monitor log to your support analyst. 


Frequently Used Troubleshooting Steps:

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One workstation only:

  1. Reboot the workstation.
  2. If The Raiser's Edge integrates with General Ledger, ensure the integration is configured properly.
  3. If you use a wireless connection, connect the workstation to the network using a wired connection.
  4. Perform disk maintenance on your hard drive. For example:
  5. Stop tracing in the ODBC Data Source Administrator after confirming with your network administrator that tracing is not required. Tracing creates a log file for all database requests, which may slow performance.
    1. Open the ODBC Data Source Administrator on the workstation.
    2. On the Tracing tab, click Stop Tracing Now.
  6. Check for, troubleshoot and resolve any general network connectivity problems.
  7. Ensure the default printer is correct.

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Multiple workstations but not the server:

  1. If connecting over a Wide Area Network (WAN), which is not supported, connect with a supported method instead.
  2. If The Raiser's Edge integrates with General Ledger, ensure the integration is configured properly.
  3. If users do not have local administrator rights on their workstations, assign the NTFS rights required for the products they use.
  4. Have the network administrator use TCP/IP ping and TRACERT to check the workstation's connection to the network and database server. Any of the following may indicate possible network problems:
    • Response times greater than 50 ms for pings within your office's local network
    • Request Timed Out results
    • Response times for computers not experiencing the slowdown are significantly lower than between the affected workstation and server
  5. Check for, troubleshoot and resolve any general network connectivity problems.
  6. In The Raiser's Edge, disable navigation bar icons and background graphics.
  7. In The Financial Edge or The Education Edge, run the Reset Registry plug-in.

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Multiple workstations and the server:

  1. If using a virtual machine as a server, then if possible, test the issue on a physical server. Note:  Blackbaud does not support performance issues when using a virtual environment/server.
  2. If you use Blackbaud NetCommunity, ensure the Blackbaud NetCommunity Plug-in uses the correct URL.  If you have stopped using Blackbaud NetCommunity, remove BBNC URL.  To confirm that the BBNC url is no longer in your Raiser's Edge database, then download and run the BBNC MasterService URL VBScript.  If the BBNC url is present and you no longer use Blackbaud NetCommunity, then copy the url into your internet browser and attempt to load the page.  If the page does not load, then remove BBNC URL.
  3. Rebuild the database indexes and set up this task as a scheduled maintenance task.
  4. Ensure there is adequate disk space on the drive(s) where the database files are located.
  5. Stop and restart the SQL instance the database resides in on the server.
  6. If you use full recovery mode in SQL Server, change to simple recovery mode.
  7. If you use RAID, ensure you are using a RAID configuration that supports write-intensive operations (e.g., RAID 0, 10, etc.). Note: Blackbaud does not recommend a particular RAID configuration. For information on RAID configurations used with SQL Server, review the Microsoft article for SQL Server 2008.
  8. Ensure that disk caching is enabled on the SQL Server.
  9. If integrating with Financial Edge make sure the integration is set up properly. If not integrating with Financial Edge make sure that the Blackbaud General Ledger present box in Config > General Ledger is unmarked.

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Note: We provide links to third-party websites in an effort to help you resolve your issue. We are not responsible for the information on third-party websites, and we cannot assist with implementing resolutions from these websites.