Online Express "reset" in RE

Alex Wong

We are hosted by 3rd party, not Blackbaud hosting and have Online Express. It has been setup and working for 1+ year now with sometime itself needing a "restart of RE" after a "auto-update" from Blackbaud. We have never experience where Online Express in RE completely "think" itself has never been setup.


Suddenly this morning, after it has been working for a few hours, Online Express (in RE plugin) suddenly giving our users "Access Error":



When an administrator login, we get Online Express splash screen as if OE was never setup.


Is anyone else experiencing this?

Chris Martin

Hi Alex. Could I ask that you please reach out to Blackbaud Support for assistance with this? We should be able to get you back up and running very quickly.


Thanks,

Chris Martin

Blackbaud Product Management

Alex Wong

We already reach out to Blackbaud and we are told to re-setup Online Express as if "new". That's fine if that's the recommendation from Blackbaud. I am only wondering if anyone else experience this and the root cause of this happening.

Austen Brown

Hi Alex Wong‍ - What you are describing happened to us a few months ago. I know you said you are not hosted by Blackbaud, but take a look at KB Article #112324.  You will need to know your OLX ID to complete the steps, which can be provided by Support.  

 

Alex Wong

Ok, thank you.


This is useful to know that this "can" happen occasionally and what to do when it happens.