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RE Database View is running very slowly and freezing

Nancy Dougherty

Has anyone had an issue where the Database View user interface is terrible sticky and slow but not the web view? Our problem started suddenly two days ago and only impacts workers who are in the office. When I work from home (not on my office network) it is fine. I assume this is Citrix related, but my IT support team has nothing to suggest.

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Christine Robertson

@Nancy Dougherty If it is working well when you are at home, the one thing to consider is internet bandwidth and speed at your office. That can absolutely affect the speed of using RE.

Alex Wong

@Nancy Dougherty
This is generally true for blackbaud hosted RE database view. Esp during the “day” when a lot of people doing a lot in database view, it will slow down, noticably. We have worked with Blackbaud support on many instances and they are only able to do very little to sped it up.

Nancy Dougherty

@Christine Robertson Thank you for the suggestion. I'll check on the internet speed when I am in the office. I'll be surprised if that is it since every other web application is not experiencing delays, but I agree that is a good thing to look at.

Nancy Dougherty

@Alex Wong I am used to DB view being slow to run an export, etc. when use is heavy but our issue (the scroll bar doesn't work, I can't move from query to reports, I can't open a page in its own window, etc. are all GUI issues that don't seem to be related to communicating with the Azure DB. Hmmmmmmmmm.?

Alex Wong

@Nancy Dougherty
sounds about right with our experience. when in heavy use (by all users in the server, NOT only your org's staff), RE will be sluggish, clicking somewhere would response many seconds or minute later.

Nancy Dougherty

@Alex Wong Would I then expect all RE users to be seeing this? When I was having trouble in my office, our users working remotely were using RE at the same time and had no issues. I'm using it from home today with no problem, but my coworkers in the office are losing it. The problem has been consistent for three days.

Alex Wong

@Nancy Dougherty
Blackbaud have load balancing, meaning there are multiple servers that host your RE instance. You may be logged into a server where there are some user running heavy load, while your coworker is on a server where the user is just relax doing nothing, you get the picture =D

Nancy Dougherty

@Alex Wong Interesting. Now I need to figure out why this has been a problem non-stop since Wednesday morning.

Christine Robertson

@Nancy Dougherty I think given that this is only happening in the office and not when you are working at home (particularly if you are working during the same hours of the day), it does seem that there is potentially a cause that is environmental to the office and not to the Blackbaud servers in general.

Alex Wong

@Nancy Dougherty
I do think if it is persisting, that you should submit a support ticket so they can look into it. it may help to determine that someone may be running some query that is overly resource intensive and they can deal with it.

Nancy Dougherty

@Alex Wong I did submit a ticket. I was told that since nobody else was complaining about RE being slow it was our fault - probably a firewall issue. Our IT support said that they had not made any changes to the firewall so they had no idea what to do. That is why I hoped there might be some insight here that was lacking from BB support. I pretty much plan on working from home forever…..

Nancy Dougherty

@Christine Robertson That is my thought. I really feel it is something specific to our environment.

Alex Wong

@Nancy Dougherty
Firewall issue is BS in my opinion. Firewall either allow or not allow network traffic. So if you are able to get into RE database view, then it's not a problem with firewall. Generally I do not see any org will purposely limit traffic speed for specific application, so bad reasoning, and you should esculate your ticket and let your customer success manager know.

Christine Robertson

@Alex Wong I've seen firewall issues with clients of mine where the speed for me on site with the organization was drastically different than it is for me when working from home. At one org, I confirmed the firewalls as the issue with that org's IT (a hospital foundation that had firewalls in place to help adhere to HIPPA that were causing slower data processing while on site at the organization).

Nancy Dougherty

@Alex Wong Thank you so much for your suggestion. I heard back from BB support and we are setting up a meeting next week. Hoping they will remote in to my computer and see something I am missing.

Nancy Dougherty

@Christine Robertson Well, however this shakes out, I'm going to be learning more about firewalls!