Glitch or Lag with Actions in NXT

Ashlee Eda

Has anyone else had issues or glitches or lags with actions? Sometimes the box does not load on certain constituents even refreshing the record does not help. The box just does not show up.

Dan Snyder

@Ashlee Eda I can't say we have experienced this and if you still are you may need to reach out to support.

Ashlee Eda

@Dan Snyder yep I did wait to hear back just wanted to check to see if we were the only one.

Devan Bessinger

@Ashlee Eda We've experienced this a couple of times in the past. It's always been some kind of outage issue on Blackbaud's end. We've always contacted support, and it's been fixed within 12-24 hours.

Julie Galewski

@Dan Snyder
I have had an issue with there being no “Add Action” tab in RE NXT. I'm unable to add actions to constituent records. I've checked with my administrators of the system and they've confirmed they've rechecked my credentials and I should be able to access adding/editing/viewing actions. I've tried Blackbaud Support and connecting to a support agent takes forever. I've been waiting 15 minutes.

Dan Snyder

@Julie Galewski I think support might be your best option. I know sometimes I have to refresh my page and that seems to fix the issue, you may also want to try clearing your browser's cache and cookies before refreshing to see if that helps.

Julie Galewski

@Dan Snyder Thank you Dan. I'll try those things. I worked with support all afternoon yesterday and it still isn't fixed. Thanks for the tips. I'll try again today.

Dariel Dixon

@Julie Galewski Are you able to add actions in DBV? If you're able to add them in database view and not in NXT that would signify something being funky with your NXT account, or perhaps a browser issue. Have you attempted a different browser? I've also had issues with my firewall at home causing some issues with some NXT pages.

Alex Wong

@Julie Galewski
might want to confirm if the constituent you are trying to add action is actually a constituent record, instead of a non-constituent record. You cannot add action to non-constituent record, but they do show up in RE NXT webview “like” it is constituent, so check the Constituent Summary tab for Constituent ID, if that is missing, you are on a non-constituent record that cannot have action added.

Julie Galewski

@Alex Wong Yes, I know they're long-time constituents.

Alex Wong

@Julie Galewski
does not mean to offend you but since I don't know how experienced you are with RE and RE NXT in general. I want to make sure.

Yes, you know “they are long time constituent”. However, do you know the technical difference between a constituent record vs a non-constituent record in RE?

John Smith is the husband and Mary Smith is the wife, some org will not have 2 constituent record for them. John Smith may be the “main” constituent record (having a Constituent ID), where Mary Smith is a “non-constituent” spouse record, which does not have a Constituent ID. You will not have the “Action” tile for Mary Smith when in RE NXT “constituent page". John and Mary Smith can be a long time constituents, but Mary Smith cannot have Action on her record.