Get Scheduled Queue to Run in Hosted Environment
Hello,
We are hosted but not on Azure yet. I've recently started using the queue and I cannot get scheduled queues to run at all. If I run the same exact queues on demand they work perfectly and are sent to the blackbaud hosting files where I can then retrieve them. Blackbaud hasn't been able to help yet, though they are looking into it. What am I missing? Any tips or tricks to get these to run? Thanks!
I've already followed the steps in KB article #53308
and the trouble shooting steps in KB article #429969
Comments
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@Tioga Anderson I'd be happy to take a look with you, just send me a DM and we can set up a time to meet if support has not already helped you.
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@Tioga Anderson I had this issue as well and was hosted on Boston not Azure. It took a LOT of calls with support, and I finally had to escalate the case. It was eventually resolved and Blackbaud didn't tell me what changed on their end or what they did to make it work. Nothing changed on my end or in my environment, so I know it was something on their end.
If @Dan Snyder isn't able to help you out, I strongly encourage you to be incredibly persistent with support, ask for the case to be escalated, and get your Customer Success Representative involved to help your case get the attention it needs.0 -
@Carlene Johnson Thanks for that tip! I was not able to provide any insight but told him to hound support too! ?
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@Tioga Anderson
WE continue to have the same problem which started after our two databases were merged. Pre-merge, scheduled queue worked fine. Post-merge, it no longer worked. BB has never been able to get it to work. WE have given up on asking for help. Every morning, I head to my collection of a dozen queues or so and individually click on them to run. Every morning.0 -
@Mark Guncheon That is unfortunate and the exact reason to use the queue is to avoid having to do that every morning. I'm going to get our account rep involved next week as our renewal is coming up and why am I paying full price for something that only half works. Last I heard from support is that everything is correct on my end and they are looking into it. Thanks everyone for the help and tips provided so far!
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@Tioga Anderson - I am also experiencing this in a database hosted on Boston, not Azure.
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Following up on this in case anybody comes across this in the future. I went a month occasionally checking in with support on their progress and all I ever got was “our team is looking into it”. I followed @Carlene Johnson great advice and asked for the case to be escalated and for our account to be credited for the downtime. I also let them know that I knew of others that had the same issue who had it resolved so I knew someone at Blackbaud had the answer of how to fix it. The next day it was like they flipped a switch and it worked. Thanks for all your help everyone!
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@Mark Guncheon Out of curiosity, are you hosted on Boston? Also, for funsies, would you be willing to do the following? Contact support AND your CSM ask for your case to be escalated and very specifically ask the following: Has Blackbaud activated the scheduled queues feature for my organization?
I'd be very interested in hearing what happens after you try that!
Good luck!2 -
We are hosted in Boston. Let me ask them that.
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@Tioga Anderson This happens to us periodically. We have certain reports set up in the queue to deliver via email. Sometimes it just stops working. 100% of the time, the issue has been on Blackbaud's end and something they've got to fix behind the scenes. Finally last year and this year, I've started asking for credits to our invoice, which I've been able to get. It doesn't really speed them upon on fixing it though. Average downtime is usually 4-8 weeks.
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@Mark Guncheon Our problem was solved when we decided to schedule our queues at different times from each other. No overlapping. Now they are working.
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@Mark Guncheon I'm frustrated on your behalf that support hasn't been able to resolve this issue for you!?
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