[RELO] Is Something Missing from Luminate?

Valentina Barbesta

Missing Queries


Is there a query missing in your Luminate Online?  Here’s a quick check list you can use before contacting support.

• Query type is Constituent
• Query is saved in a Luminate folder
• Ensure other users may run this query checkbox is marked
• Check your system security to make sure you have proper rights
• Ensure there aren’t any sort fields

Missing Gifts or Constituents

Does it seem that you are missing gifts or constituents that should be flowing through your RELO?  Here’s now to check for them before calling support.

Test the connection to Luminate Online in the Luminate Online Plug in within The Raiser's Edge: 

1. In The Raiser's Edge, click on the Luminate Online Plug in
2. Click on Options
3. In the Constituent Merge Connection section, click on Test Connection
4. Note if an error message is returned

Check Queue Problem Management in Luminate Online for possible errors.

1. In Luminate Online go to Data Management > Luminate Management > Queue Problem Management
2. Resolve any errors listed in the various queues by rebuilding them
3. For more information on the options available for errors in Queue Problem Management, see this solution

If you are unable to resolve the error or you do not see any large problems in Queue Problem Management then the issue may be with Luminate Online's ability to connect to Blackbaud Web Services.

Verify all Controls are enabled in Luminate Online

1. In Luminate Online go to Data Management > Luminate Management > Control Status
2. All controls listed here should say Yes in the Enabled column
3. If any are listed as Disabled, click the Enable in the Action column

Make sure Blackbaud Web Services are running.


For versions at or below 1.4.14307.1 of Web Services: 

1. On the machine with Blackbaud Web Services installed go to Start > Control Panel > Administrative Tools and select Services
2. Find Blackbaud Web Services in the list
3. Check to make sure the Status column says "Started"
4. If the Status says "Started" already, right click on Blackbaud Web Services and choose to Restart it
5. If the Status does not say "Started", right click on Blackbaud Web Services and choose to Start it

Note: While in Services, right click on Blackbaud Web Services and select Properties. Ensure the Startup Type is listed as Automatic so that it starts automatically in the future, if this is not already selected.

For versions at or above 1.4.14350.1 of Web Services: 

1. Log in to The Raiser's Edge on the machine with Blackbaud Web Services installed
2. Click on Web Services in the navigation bar
3. Click on Blackbaud Web Services
4. In the Configurations Options screen, click the Stop button to stop Web Services if it's running
5. Click the green Start button to restart Web Services

A few things that will prevent the integration from connecting:

1. If Blackbaud Web Services for the RELO Integration is installed on more than one machine, the integration may not connect. To fix this you will need to uninstall Web Services on both machines, and then reinstall it on only one machine.

 
Who to contact in Support when troubleshooting issues within RELO

The general rule of thumb is if you are dealing with any errors or functionality that takes place strictly within Luminate Online you should contact Luminate Online Support; if you are dealing with issues within the plugin itself you should contact Raiser’s Edge support.
Exception to the rule: all web services issues should be directed to Raiser’s Edge support even though they appear in Luminate Online.

 

Susan Ross

So helpful!  Thanks Valentina!