MIssing Data in Altru

CHRISTA DRAKE

Since the URL update we have been experiencing some major issues and Altru support is telling us we are the only org having the issue. For one our reports did not work at all 11/9 - 11/12. Now our issues are:

1. Entry of data into the system cannot be seen by all employees that should be able to see the data including the employee that entered the data ex. Employee A put in a ticket sale on a patron, a large sale amounting to $6k. After saving he cannot see the sale via the patron nor any reporting i.e. rev reports, etc. Employee B cannot see the sale on the patron nor thru reports. Employee C can see the sale, runs the reports that A and B ran the result of which, with same parameters in place, are completely different reports.
2. Two employees run an inventory report with same parameters and get different results
3. The recurring charges system for auto renew memberships, payments on pledges, recurring gifts, are double charging thru BBMS but only putting one record in Altru
4. Payments/renewals on memberships are not showing as renewed once the employee takes the payment and saves the transaction. The payment shows in BBMS but the patron appears to still be expired in Altru.
5. Sold ticket count for a program or daily admissions differs from one employee to the next.

I wanted to reach out to the community and ask for your assistance in running a test on your system to see if you might be experiencing the same issues but do not know it yet. The one report we have found to have majorly different data between employees is the Program Revenue Report. My report results in only Daily Admissions sales, when we have many other program sales that should show on this report, and Employee C from above can see the ticket sale for the patron that I cannot see however does not see any daily admission sales.

Any help, comments, examples would be greatly appreciated as I feel the issue is not being taken as seriously as it should be by BB support. They continue to “look into the issue” for us.

I forgot to all that I have an employee put in payments on numerous group reservations and then checked them all in. The next day he continued with his work and found his groups to be unpaid and not checked in. I reviewed the same screen he was looking at, Group Sales, and thru my user they were all paid and checked in. Had he not asked me he would have added yet another charge to their card thinking the first charge didn't take.

Crystal Bruce

@CHRISTA DRAKE Hi! You posted this same forum in five different sub categories. I went ahead and consolidated the five posts to one in General Discussion. Thank you!

CHRISTA DRAKE

@Crystal Bruce I posted the comment to all the topics that the issues pertain to. So that anyone that searches by topic would see the issue.

KAS Shannon Knight

@CHRISTA DRAKE, are multiple employees seeing the same “stuck” behavior? Or is Employee C and the employee who found his groups to be unpaid and not checked in the same person? If yes, has he cleared the cache in his browser?

CHRISTA DRAKE

@Shannon Knight Yes, he worked with chat, cleared cookies and cache, uninstalled and reinstalled Chrome and then logged in on Edge. While he was on chat Edge appeared to be working so chat chalked it up to an IT issues on our side. They got off chat and then Altru failed on Edge for him as well.

Joe Killian

@Crystal Bruce I understand consolidating posts, but I think something as important as huge data issues deserves to be cross-posted on the community boards. At the very least disable comments on other boards and post a link to this thread to keep comments together.

Joe Killian

@CHRISTA DRAKE

Have you double-checked user permissions? While we haven't experienced the same data loss/corruption you are, post-migration we've had some inconsistent oddities with user profiles getting randomly re-assigned or roles slightly redefined. It might be worthwhile to remove all permissions from users A and B; make them log in then back out again, then reset their permissions to match user C. If A and B are then seeing the same as C, then you could re-adjust their permissions to their original settings.

Crystal Bruce

@Joe Killian Hi! The Altru community discussions all appear on the discussions page here Blackbaud Altru® for a consolidated experience. If a member searches for this issue in the Altru product search bar, say they are having a similar issue, the forum discussion will appear for them.

CHRISTA DRAKE

@Joe Killian thank you for the suggestion Joe. Unfortunately it does not seem to be a user role issue. User C can see the Groups reservations listing page he just sees his groups in black when they should be in green. Blackbaud is still working in the issue but they seem to think that our old database, before URL migration, is still active and so the two databases are “fighting” is the best I can understand. So they are trying to migrate everything that has still been going to the old database to the new database. So our data is in essence split.

Joe Killian

@CHRISTA DRAKE

What a mess, especially at end of year. Hopefully they offer some sort of compensation when it gets settled.

CHRISTA DRAKE

@Joe Killian Thank you Joe, yes not what I wanted to be dealing with for YE. An I hope they do offer some sort of compensation. The stress of this mess on the org has been terrible.

Tamara Christensen

@CHRISTA DRAKE Hi Christa, We also had a problem with “losing data” after the switch that was related to the switch. Let me look back through my chats with support to see if there is anything useful. - Tamara

Tamara Christensen

@CHRISTA DRAKE - I looked back through our support notes and our issue was similar to yours. We had duplicate payments for recurring gifts, memberships, and many other confusing anomalies. If I remember correctly it is because our old database was not “turned off” completely so sometimes we were tapping into the old one instead of the new Azure database after migration. This was back in August. Maybe your migration is more recent? - Tamara

CHRISTA DRAKE

@Tamara Christensen Tamara, thank you very much for your comment. This is EXACTLY what I am being told happened. You would think they would have learned from your experience NOT to do this to another client. However they informed me I was the ONLY client having this issue and they would use it as a learning experience. They are still trying to figure out how to get the missing transactions into our current database. Since they can't seem to sort it out in a timely manner might you know how it was accomplished with your database?

Brooke Johnson

@CHRISTA DRAKE Was your issue with the auto-renewals charging multiple times ever resolved? We are experiencing this right now.

CHRISTA DRAKE

@Brooke Johnson Yes it is resolved. The entire issue we had is because BB still had the old hosting site open and the new Azure site running. So each site was running the renewals (and recurring donations) each night causing the dupes. Once they closed the old hosting site we no longer seem to have the issue.

Brooke Johnson

@CHRISTA DRAKE Awesome, thank you!