FE NXT has been extremely slow. The green wheel keeps spinning and nothing happens. What can I do?

Kim Woods

FE NXT has been extremely slow. The green wheel keeps spinning and nothing happens. What can I do?

Crystal Bruce

@Kim Woods Hi Kim! Have you reached out to Blackbaud support? Chat - Blackbaud

Kim Woods

@Crystal Bruce
Yes - the autobot told me to reboot (which I did and did not help). Then it told me to reinstall my entire workstation. That doesn't make sense bc all of us in my office are having the same issue. I'm going to talk to my IT person next and if that doesn't help, I'll try to chat with a human at BB.

Jennifer Kluh

@Kim Woods
I have been having the same issues and closed out and restarted my computer.

Jennifer Kluh

@Kim Woods
I am updating pledge payments and keep getting that green wheel

Kim Woods

@Jennifer Kluh
I've chatted with a customer service rep and they said they will look into it and get back to me. None of us can work in Blackbaud today. Very frustrating.

Jennifer Kluh

@Kim Woods
I am ready for Friday!!!

Christopher Hafer

@Kim Woods
I've brought this very issue up in the past with Blackbaud Support. It seems that the more they “roll out” with more features within Web View, the slower Web View becomes. Almost like it can't handle itself like Database View could. The answer I was given is as follows:

“Thanks for the info. I reached out to my internal team and 10-30 sec delays can happen and aren't considered an issue. It would be if the page doesn't load or gives errors that we would report issues. Also issues closer to serval minutes not seconds would be more of a concern.”

That response was provided by Sharon J. on 4/18/2023 (case # 019267659). I think it's something we either need to get used to or look into other software options. Blackbaud is the self-proclamed premier non-profit accounting software, but I'm not so sure about that.

Jennifer Benson

@Kim Woods

Please continue to report issues. This is system wide. I created a ticket over a year ago and finally had them fix it stating it was a coding issue. It took almost daily emails and 9 months for them to finally believe this was a system issue. It is now happening again and of course no resolution and all the testing again. There are days I can not process and all my payments error out. So frustrating.

Evan Greene

@Kim Woods
Blackbaud seems to be sporadic like this. In our previous support ticket they told us to redesign all of our approval rules in Expense Management to resolve the issue. I figured out the issue myself. Our issue was related to permissions groups. When a user has admin, the slowness would not occur. If you assigned them to specific groups, it would take 1min+ for the pages to load. It would get stuck waiting for a response from the permissions api call (https://p11.fenxt.blackbaud.com/api/configuration/permissions)

With a programming background, I can visualize the issue. When the user is admin, it short circuits all of the coding logic that does permission checks and thus executes faster. When the user is not a solutions admin, it does not short circuit and must run all of the (slow) code that executes checking for permissions. That's my educated guess, anyway. I was able to reproduce the issue on several different accounts.

We're in the process of migrating CRMs and could potentially swap financial solutions if it's not resolved before our current migration. It's starting to reflect badly on our team and the only solution left is to try something else.