RE NXT Database View excruciatingly slow

Jeff Novak

We just transitioned from self-hosted RE7 to RE NXT on Dec.22. Since then our database view, which we use for all our data entry, has been ridiculously slow. We are crippled at this point and falling further and further behind in our workload.


Has anyone else experienced this problem and how did you deal with it? Is it a Citrix problem? Blackbaud does not seems to responding to our dilemma with any sense of urgency.


 Many thanks for any advise anyone can offer.

Kathie Grant

I'm sorry to report that we have the same issue.  I suspect Citrix, but technology is not my area, so I have no advice. Please advise if you have any updates. : ) Kathie

Jeff Novak

Thanks Kathie. I will keep you posted on how this unfolds for us.

 

How long have you been on NXT and experiencing slow response?

 

Kathie Grant

We completed the migration this past summer.

Dariel Dixon

What do you consider slow?  I think you'll always see a dip in speed moving from self-hosted. 

Jeff Novak

Every click of the mouse is followed by a 30
seconds to 1 min 30 sec. wait. Moving from the Bio 1 tab to the
Gift tab over 2 min., same for Save and Close in any record. Today
I waited 10 min. for a New Query to open. About 8 min. to move to
Reports from Home page.

--

Jeff Novak Development Manager

YMCA OF GREATER SAN ANTONIO

Support Center 

231 E. Rhapsody Dr. 

San Antonio, TX 78216

O: 210-520-4771 

 

 . ymcasatx.org





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Karen Stuhlfeier

You need to check with support if it's slow. We are hosted and ours isn't slow at all. It's the same as it was when we were self-hosted.

Jeff Novak

Thanks for your reply Karen. Good to know what
we're experiencing is not the norm. Have been in almost
constant contact with support.

--

Jeff Novak Development Manager

YMCA OF GREATER SAN ANTONIO

Support Center 

231 E. Rhapsody Dr. 

San Antonio, TX 78216

O: 210-520-4771 

 

 . ymcasatx.org





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Dariel Dixon

I'm seeing some slowness periodically like you experience.  Sometimes within batch, which can be irritating.  But I've been disappointed with the hardware performance side of being hosted as well.  It just seems like there are times when there are performance hiccups in the system.  *shrugs*  

Jeff Novak

Thank you for sharing your experience Daniel. For us
it is not periodic but constant, every day, all day. Have reached
out to BB Support with no resolution so I've turned to the
Community. Very much appreciate you reply.

--

Jeff Novak Development Manager

YMCA OF GREATER SAN ANTONIO

Support Center 

231 E. Rhapsody Dr. 

San Antonio, TX 78216

O: 210-520-4771 

 

 . ymcasatx.org





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Melissa S Graves

Where are you hosted? Boston or Azure? I have not seen that amount of slowness and have done 2 conversions from self-hosted to hosted (1 boston 2 azure). Yes, there is some slowness and some intermittent days are slower than others but not as bad as you described for anything more than a few hours before normalizing.

Jeff Novak

Thanks so much for your input Melissa! We are
on Azure. I know what we are experiencing is totally abnormal. It
shouldn't take 8 minutes to go to Reports from the Home
page!

--

Jeff Novak Development Manager

YMCA OF GREATER SAN ANTONIO

Support Center 

231 E. Rhapsody Dr. 

San Antonio, TX 78216

O: 210-520-4771 

 

 . ymcasatx.org





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Bobby Steurer

Hey Jeff,


Sorry to hear about the performance issues with your DB. What's your method for logging in? Are you using the hosting URL? Or are you going through web view (NXT) and accessing from the "pancake" menu?





If the former, I'm wondering if that's what is causing such slow speeds.

Jeff Novak

Thanks for your reply Jeff. We access our
database view through Citrix Receiver. 

--

Jeff Novak Development Manager

YMCA OF GREATER SAN ANTONIO

Support Center 

231 E. Rhapsody Dr. 

San Antonio, TX 78216

O: 210-520-4771 

 

 . ymcasatx.org





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Dariel Dixon

I just reread this thread.  Those times are extreme.  I've seen slowdown for about 30 - 45 seconds, maybe a couple of minutes after a while, but several minutes for new queries is off.  Keep us posted as to what needs to happen next.

Crystal Bruce

Hi Jeff,


That's definitely not the kind of experience we want for our customers. I do see that you have working support case, so I'll keep my eye on it!


Crystal

Jeff Novak

Will do Daniel. (Took me 8 min 48 sec to move from
RE Home page to Reports this morning! 7 min 23 sec to open a Query!
Those are examples - but every move is like that.)

--

Jeff Novak Development Manager

YMCA OF GREATER SAN ANTONIO

Support Center 

231 E. Rhapsody Dr. 

San Antonio, TX 78216

O: 210-520-4771 

 

 . ymcasatx.org





https://ymcasatx.org/membership

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Karintha Marshall

Jeff Novak‍,  


We had issues like this on day 1 of migration to NXT,  times weren't nearly that long though.  We had 2 - 3 min delay max.  


Our migration consultant mentioned something about NetScaler and that they were coordinating with the Hosting team to get the "NetScaler issue fixed".  Once they fixed that our times were good and we haven't had an issue since.  


Also been noticing access and slowness alerts on the status page for a couple weeks now,  maybe this is related?  


Hope this helps,  please keep us posted on progress. 

Jeff Novak

Our problem with ridiculously slow NXT (new implementation) response has been found. The Fundraising Solutions team at BB identified the root cause of the latency with our database as our RE database is still being integrated with NetCommunity. Our organization cancelled our NetCommunity contract in June 2018 but evidently the integration function was not removed, or turned off, at that time. Fortunately, they tell us this is fairly quick and simple to address and they will remove the integration from your database. Thank you all for your input! This community is a beautiful thing. Our response time is now working as it should.

Jeff Novak

Thank you so much for sharing your experience
Karintha! We finally received resolution from BB after a long three
weeks. I posted the solution they came up with in this thread. RE
NXT is now working as it should.

--

Jeff Novak Development Manager

YMCA OF GREATER SAN ANTONIO

Support Center 

231 E. Rhapsody Dr. 

San Antonio, TX 78216

O: 210-520-4771 

 

 . ymcasatx.org





https://ymcasatx.org/membership

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Kathie Grant

Very good!  Way to persist, Jeff : )