Log in Issues

Deborah Ruzicka

Is anyone having trouble with their members logging into their accounts? Since altru changed their password requirements to 12 characters this has been an issue.

Jacky Schuler

@Deborah Ruzicka Yep. Is it a 404 error? Blackbaud is working on the issue but from my experience intermittent issues are particularly challenging to solve so I am sending them examples as they come up. Good luck!

Mayada Wadsworth

@Deborah Ruzicka
Our Summer Camp registration opened today and we have had several complaints. Are you still having trouble?

Deborah Ruzicka

@Mayada Wadsworth
Yes, we are trying to get blackbaud altru to fix this. We started chatting with them back in October about these issues. Please reach out to your account manager to let them know. The more of us that reach out to them maybe the urgency will be escalated. Thank you for letting me know.

Deborah Ruzicka

@Jacky Schuler
It isn't a 404 error, it has to do when they launched the 5.26 and started requiring 12 character passwords. There old passwords won't work, they don't receive notice that it has to be a 12 character password until the first failed log in. It has been very frustrating for us and our members.

Jessica Dunkerley

@Jacky Schuler You are probably aware since you've been working with us, but here are alternative steps to resolve the 404 errors with your patrons while we continue addressing it permanently.

If you have any other questions or problems with it, please contact our Support team.

Deborah Ruzicka

@Mayada Wadsworth
Yes, we are still having issues with members trying to sign into their accounts.

Laura Atchison

@Jacky Schuler

Is this issue still ongoing? We have had an influx of members having issues logging in to register.

Jacky Schuler

@Laura Atchison I haven't heard of any issues since the temporary fix was put in place sometime in January (I think). I will ask around though and report back if I hear of anything!

Laura Atchison

@Jacky Schuler thank you I meant to tag @Jessica Dunkerley, but I really appreciate the response.

Jessica Dunkerley

@Laura Atchison Hey Laura, there are still some ongoing patron webform login issues as we work to resolve these permanently in our upcoming releases. I don't see that your organization has created a case with us. Do you mind chatting in and providing us more details about what you are experiencing so we can provide you possible solutions or ensure your issue is being addressed by our Product Development team? Sometimes there are one-off reasons for errors like a duplicate constituent record or patron using the wrong email to sign in, other times it may be things we need to help with.