Yahoo email address issues?

Scott Chrysler · February 18

Good Afternoon -

Admissions just informed me that five parents with yahoo email addresses have reported issues aatempting to to log on via BBID within the last week. As we are currently in re-enrollment, they are not too pleased. Has anyone else been experiencing this issue? One user I can chalk up to user issues, but not five.

Scott

Shannon Krise · February 18

I was just about to ask the same question. I only have two so far, and in both cases, they are parents who log in once a year to sign a contract. They are attempting to reset their password, click the "send confirmation code" link and do not receive a confirmation code (they have checked their spam folder.) One is not being very cooperative, but the other is really trying to work with me and we have not been able to work through it. I assumed it was an issue on his end until I received the other report today.

You are talking about new parents though, right? Are parents with yahoo addresses experiencing similar problems getting the BBID set up or are they registered users who now cannot log in?

Scott Chrysler · February 18

@Shannon Krise - The exact same issue with our parents. These are established users with a history of logging on with no issues until a week ago. When they have an issue, they attempt to reset their password and fall into the cycle you outlined.

Scott

Shannon Krise · February 18

@Scott Chrysler Ugh. I guess I'll be reopening my support case, but if the issue is with yahoo addresses, I'm not terribly optimistic. Glad it's not just me so maybe there is a problem that can be solved, but I wonder how much trouble I'm about to have with new parents as we try to get all the unregistered parents set up with BBIDs at the end of February?

Do you have an open support case? If you do, I'd love to link my case to it, or if not, I'm happy to share my case number so that you can open a case and link to that one.

Sarah Honey · February 18

I'm also having the same exact issue with one parent who has a yahoo email address. I attempted to change the user's BBID to a different email address and they are now getting an error message. I have submitted a support ticket about the issue but they have been unable to provide any assistance so far.

Scott Chrysler · February 18

@Shannon Krise - Our IT Director opened a case: 020757603. He also threw the question out to a listserv he is on and received 4 replies within 30 minutes that other schools are experiencing the same issue. With it being re-enrollment season, this is a particularly not good time for this to occur. @Cooper West, please be sure this gets directed to the right people and escalated.

Scott Chrysler · February 18

@Jessi Walters - I want to loop you in on this as well, and as many other people at Blackbaud is needed. This is major concern.

Scott

Shannon Krise · February 18

@Scott Chrysler, @Cooper West I've been seeing the same thing on a couple listservs today, so I might have responded to one. In case it's helpful, our case number is 020745813.

Cooper West · February 18

Hi @Scott Chrysler Thank you for surfacing! I am working with Support Leadership and expect a follow up on this case ASAP.

@Shannon Krise,

I will also loop in your CSM, and did shared your case number with support leadership as well.

Scott Chrysler · February 20

@Cooper West - Thank you for helping this move up the chain of command.

Scott

Geoffrey Goodfellow · February 25

Yes, big problem at our school currently. Our Blackbaud support case just sent KB articles trying to fix the problem. We had some parents desperate to submit an application by our deadline and could not, so they created another email address just to get BBID working.

Chadwick Maliwat · February 25

I can confirm that this issue is ongoing at my school also.

Crystal Bruce · February 26

Hi all - just wanted to pop in and let you know our team is investigating. Thanks!

Yahoo email address issues?

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