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Resolved: 5/2/2018: Blackbaud Grantmaking Slowness And Errors

Updated 5/3/2018: All issues are resolved as of early this morning.

Some customers in the US data center are intermittently experiencing any of three issues in Blackbaud Grantmaking:
  1. Visiting the Blackbaud Grantmaking login page, i.e. at sitename.gogiftsonline.com, displays a browser security certificate error.
  2. Accessing features in Blackbaud Grantmaking related to onlien applications - for example, retrieving applications and reports, or viewing the Applications and Reports dashboard part - displays an error.
  3. Slowness when using Blackbaud Grantmaking.
We are investigating all of these issues and have taken steps to minimize their impact while we work on solving for the root cause. Please note that none of these issues impact grantees in the online applications portal.

The first two issues are caused by a problem with an external DNS service provider. The service provider has committed to resolving this issue today.
UPDATE: 5/2/2018, 3:00 PM ET: These two issues should now be resolved. If you continue to experience either of these errors, we recommend first restarting your computer (which will flush your computer's DNS cache) and then trying again. If the problem persists, please create a case by going to https://goto.blackbaud.com and clicking "Manage your cases".

The third issue, general slowness in Blackbaud Grantmaking, is unrelated to the first two, and occurs intermittently. The site continues to operate correctly, but slower than expected.
UPDATE: 5/2/2018, 6:00 PM ET: We have identified a solution, which will be applied overnight outside of general office hours to minimize disruption. We expect this to be resolved overnight tonight (5/2/2018) and thank you for your patience while we investigated this issue. You may continue to use Blackbaud Grantmaking while we correct this.
UPDATE: 5/3/2018, 9:00 AM ET: We successfully applied this change overnight and the issue is now resolved.

If you experience any additional issues, please create a case by going to https://goto.blackbaud.com and clicking "Manage your cases".
Posted by Vin St John on May 2, 2018 10:41 AM America/New_York