Customer seeing "Something went wrong" error

Dylan Hochreiter
Dylan Hochreiter
Fifth Anniversary Kudos 1 Name Dropper Participant
in Merchant Services APIs

Hi there,

A client of ours was trying to use our integration and was reporting a strange issue.

When they try to login in to their Blackbaud.com account (to authorize with the payments API), they are getting a “Sorry, something went wrong. Try to sign in again and contact Support if it happens again” error. This is both within our application, but also in another tab trying to login to Blackbaud.com directly.

When they tried on another machine (on a different network), it works fine for them. It was explained to me that the machine that is having issues logging in has whitelisting and other restrictions in place. I advised the client that this is likely and IP address whitelisting issue or a firewall issue.

Due to the generic-ness of the error, I wanted to check here if there is anything else I am not considering that could be the cause of this issue.


Thanks!

Comments

  • Mina Mistry
    Mina Mistry Blackbaud Employee
    Seventh Anniversary Kudos 2 Name Dropper Participant

    Hi Dylan

    Thanks for the question. The best course of action is for the customer to contact support and file a ticket on this issue. Support will be able to advise on what may be causing the issue from that machine. I have not heard of any active IP address listings impacting the ability to log in.

    Thanks

    Mina

  • Dylan Hochreiter
    Dylan Hochreiter
    Fifth Anniversary Kudos 1 Name Dropper Participant

    Hi Mina,

    I am now thinking that this is a firewall issue on the clients end.

    In found this KB article here and I think that number 7 might what the client needs to do in this scenario.

    The login page seems to redirect to “s21aidntoken00blkbapp01.nxt.blackbaud.com”, so I'm thinking they will need to add a rule to their firewall to resolve this issue.

    In any case, if that doesn't resolve their issue, I will advise them to reach out to Support on your end.

    I appreciate the help.

    Thanks,

    Dylan

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