Trouble With Previews

Jessica Vogt

Good Morning! I have had problems all morning with opening reports and previewing saved images in Blackbaud. For example, in places where we've previously uploaded documents to save with an invoice or Journal Entry, those images are only pulling up gray screens. The same thing is happening when I try to pull a report. I can save and open them as pdfs outside of the system and those work, but not inside the online system. Any recommendations on how to fix this? Is it an issue Blackbaud is working on fixing? Thanks!

Rick Robbins

I am having the same issue. I exported a report to Excel and it showed up there, but the preview screen is blank.

Jessica Vogt

It must be something going on across all Financial Edge NXT. Thank you for checking!

Rick Robbins

Unable to do previews of attached documents as well.

Elizabeth Perron

Hi @Jessica Vogt and @Rick Robbins,

I noticed a peer has not answered your question yet.

Since your question is a technical product question, and you are still having issues, I would encourage you to reach out to Support. I want to make sure you get a response if you still need one. Just click on Help at the top of this page > Blackbaud Customer Support to access them.

Please let me know if I can help in a different way.

In harmony,

Elizabeth

Blackbaud Community Manager

Jessica Vogt

This is extremely helpful! Thanks so much!!

Rhoda Hatzenbeller

We are also having problems opening pdf docs.

Rick Robbins

Is there another option? I rarely am able to contact anyone through the so-called customer support system. The one case I did submit was in 2019 and it is still in an open status. This seems to be a system-wide issue, so I would think that Blackbaud should already know about it.

Dawn Ariza

Agree that this is a overall issue and Blackbaud should send out an advisory and timeline of when it will be corrected. This needs to get fixed as this is a huge issue.

Jessica Vogt

Agreed. I tried to use the support feature and it had me on hold waiting to chat with someone for over an hour. I gave up. I expect they know and are working on it. I guess we just wait! Hopefully it gets resolved very soon!

Rick Robbins

The chat feature is definitely a joke - kind of like the entire ‘customer success’ department at Blackbaud. I've been waiting for over an hour myself for someone to respond.

Michelle Nielsen

we have been having the same issue for several months. it either looks like a blank or black page, but when we actually download, the document shows up.

Michelle Nielsen

has anyone reached out to support yet?

Dawn Ariza

That is strange that you have had this problem for months. I just had it happen to me today.

Michelle Nielsen

Dawn, at first we would download and resave, then reattach, but that became very tedious and time consuming. Now we just determine that if we can download to view the document, then we leave it as is.


it isn't good for auditors though!!

Alexander Frenkel

Preview is not working for us as well.

Dawn Asbury

I am having same issue. I was OOO yesterday and noticed for first time today. Also, there are no reconciling items showing up on my bank reconciliation feature.

Rick Robbins

I finally got a response from Blackbaud tech support on Friday. They said that if you are using Google Chrome to clear your browser cache and cookies. That worked initially and then we had a couple of hours of being unable to log into Financial Edge at all. Later on Friday we were able to log back in, but according to tech support the issue causing that problem had actually not been resolved.

Alexander Frenkel

Thank you, Rick!

I just tried to run in MS Edge and it does work.

Dawn Asbury

Thanks, that helped with the reports. However, my bank reconciliation is still blank and will not show the non-reconciled activity to clear and reconcile for my operating account.

Alexander Frenkel

Make sure you do not have any filters. Clear all filters.

Winona Roach

I have been experiencing the same issue since Friday. Does anyone know if Blackbaud is working on a fix?

Michelle Nielsen

I cleared my cookies and am still having the same issue.

Rick Robbins

In Google Chrome, I cleared cookies, cache and browsing history. That seemed to fix the issue for me.

Michelle Nielsen

we use IE and even though I cleared the cookies, the printouts still show as grayed out.

Rick Robbins

I am not sure about IE. I don't think this issue every occurred in MS Edge, and clearing the browser information seems to have fixed it for Google Chrome.

Also, it may just be me, but it seems like the reports look differently now. If so, then that would indicate that Blackbaud made some sort of change, didn't tell anyone, messed it up for multiple users, and still have not put out an alert on how to fix it.

Michelle Nielsen

i tend to believe that BB did something, as there is no one speaking up about it.


this is very annoying, just to preview a report!

Rick Robbins

I thought it may have been a Google issue, but if the problem is happening in IE as well then it is more likely to have been caused by Blackbaud.

Bill Baldauff

I'm still a newbe with Blackbaud but I, and others on the staff are having the same problem in viewing reports and PDF files attached to AP. Is it typical for BLACKBAUD to have such an issue be outstanding for this length of time? I did delete my cookies and that did not help at all.

Dawn Asbury

Several people have mentioned clearing cookies and it not solving the issue. Did you also clear your cashe and history? It could be the cashe or history and not necessarily the cookies.

Michelle Nielsen

hello Dawn, I had our IT department go in and clear all my cookies, history and cache, I rebooted and still the same result-gray screens.

i am willing to try anything at this point.