Failure to launch Raiser's Edge database view with Citrix

Marcy Deeds
Marcy Deeds
Fifth Anniversary Facilitator 1 Boomerang (2024)
in Blackbaud Raiser's Edge NXT®: General Discussions
Is anyone else having trouble getting their Raiser's Edge data base to launch? I am super frustrated and technical support has not been able to resolve this problem. When I try to launch my database it never connects. Instead it gives a Citrix Workspace message that says Citrix will try to reconnect in 1:58 more minutes. Then it never connects and goes to an error message that says the published resource is not available. I have tried uninstalling Citrix and reinstalling and it says there are no updates available so I think I am up to date. The chat support is just not working for me. I am thinking this has to be happening to someone else or that someone has run across this problem. Thanks in advance for any help or advice!!!
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  • Faith Murray
    Faith Murray Community All-Star
    Tenth Anniversary Kudos 5 First Reply Name Dropper
    I get the "Citrix will try to reconnect" message when I have a faulty internet connection (when I'm working from home on a cloud-covered day, as opposed to at work where we have fiber). It seems like Raiser's Edge consumes a heavier internet load than most of my other applications because it trips up or slows down more easily from minor reception foibles.


    I have gotten the "published resource is not available" message when I click the "database view" button but then take too long to click "OK" in the resulting permissions window -- so the request to open database view times out and is denied. (The permissions dialogue looks different depending on your browser -- in Firefox it is an obvious pop-up box, but in Chrome, it is just a little button on the bottom left of the browser.) I have not usually received both error messages together.
  • Elizabeth Perron
    Elizabeth Perron
    Eighth Anniversary Kudos 5 Name Dropper Participant
    Hi


    I have moved this forum post from the Help Forum to the Raiser's Edge Community. Thank you for those who already responded Faith Murray‍


    In harmony and inclusion,

    Elizabeth

    Blackbaud Community Team
  • Anne Smith
    Anne Smith
    Fourth Anniversary Name Dropper Facilitator 1

    Yes, I have to go to Database options and disconnect my session. Then I can access the database. It is very frustrating since I am the only one in my office that has to do that!

  • JoAnn Strommen
    JoAnn Strommen Community All-Star
    Tenth Anniversary Kudos 5 January 2026 Monthly Challenge 2025 bbcon Attendee Badge

    I had a laugh of sympathy when I read this thread. I learned recently when I went to assist other team members who were having difficulty getting in Citrix/db view. We are all in the same office, same network… but the log-in and launch process runs at least 3 different ways, maybe more. I just click ‘open db view.’ Another gets a down load upon clicking and opens from the download. Another has to click an icon to download and then launch from there. Just seems odd.

    I've told them it should be direct but none have the time to figure out what option to ‘do not show’ or what setting is different for them. I've told them I'd look at it with them but maybe some day. ?

  • Dina Rieman
    Dina Rieman
    Eighth Anniversary Kudos 2 Name Dropper Participant

    Since Sept 9th, we've been experiencing a similar issue connecting to RE and FE database view. The Citrix screen is blank and does not connect. It's occurring with both Chrome and Edge and everyone on the team is affected. The workaround is to clear cache, then paste the BB login link in the browser. It's logged with BB and our internal IT department but no solution yet nor where the issue is originating from. Very frustrating, but at least we can get in the system. Is anyone else having this problem?

  • Anne Smith
    Anne Smith
    Fourth Anniversary Name Dropper Facilitator 1
    Haha, thanks for responding. I find it interesting that different people in the same office do not have the same issues with database view.

    Hopefully they will find a fix soon! Thanks for your sympathy!

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