Virtual Tour Help, Blackbaud Support refuses to give me an answer or assistance in this process.

Devin Whitham
Devin Whitham
Fourth Anniversary Facilitator 1
in Blackbaud K–12 Education Solutions™ General Discussions
I am trying to upload a Virtual Tour that's taken me a lot of time and effort to get the right camera and software.

Blackabuiad tells me that the images need to be in HTML format.

I have used PDF Element and GIMP to complete this process.

I send the files to Blackbaud support and they tell me that the files are in the wrong format and I am using the wrong software.

When I ask what software I sure use.

This is the response I get from Blackbaud Support.



There would be additional steps taken besides converting the images to HTML files. Regarding this process, as this involves 3rd Party vendors I cannot suggest a certain one. In order to get better advise/information on this I would suggest reaching out to the Blackbaud Community to see what other Schools recommend using for their virtual tours.


As a customer who is paying a lot of money for Blackbaud, I think they could give me more information.

I have reached out to my sales REP and not gotten any reply back.


If anyone has information on what software I should be used to convert JPG to HTML format and what Blackbaud wants in order to upload my images.

Please let me know


If you are a Blackbaud Support REP, Here is the case number

Comments

  • Elizabeth Perron
    Elizabeth Perron
    Eighth Anniversary Kudos 5 Name Dropper Participant
    Hi Devin Whitham‍,


    I want to make sure you get help. It appears you have two needs from your post.


    1. Learning from the Community what are the 3rd part vendors that other schools are using to convert their files to HTML format.

    2. You are wanting a response from someone at Blackbaud regarding your experience with your recent case.


    For your question for the Community (and to vent) you have posted in the best place, hopefully some of our K12 members can share their information. I did find this post that gives some great advice about renaming the file from .mov to .mp4: https://community.blackbaud.com/forums/viewtopic/565/49928mention any of the members on the thread in hopes that they may be able to connect with you. We have some of the best people in the Community helping each other with best practice questions.


    As for getting a response from Blackbaud about your past experience, you choose the most effective way to express yourself, which is to email your sales rep directly. The Blackbaud Community is designed for peer-to-peer interaction, so while we encourage everyone to express themselves to each other. The most effective way to have a Blackbaud Staff Member reach out to you is by using your direct contact information for that person.


    Please message me if you have any questions or suggestions and I will do my best to help.

    Elizabeth

    Blackbaud Community Team
  • Devin Whitham
    Devin Whitham
    Fourth Anniversary Facilitator 1
    To give more detail.

    I was told by multiple support reps six months ago.

    That Blackbaud does a virtual tour for you as part of the package you pay for.

    I was then told all I needed to do was Send JPG and HTML files.

    Now i am getting the runaround and told it's a webpage I have to send time, and they can not give more details.

    So I am very disappointed with the Blackbaud product,

    Any details on what Blackbaud needs in order to get the Virtual Tour on the My School website that they host.

    Please let me know

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