This error can occur in the RELO integration when the Raiser’s Edge database is installed locally or hosted by a third-party. This error indicates your Luminate database cannot make a successful connection to your Raiser’s Edge database. With a local installation, the RELO integration requires a secure Web Services installation with 24/7 internet access. Users are responsible for ensuring the installation location meets the system requirements for your corresponding version of The Raiser's Edge. Disruptions to the service, moving servers, or environmental changes impacting the web service connection can negatively impact a successful connection between Raiser's Edge and Luminate Online. Use the following troubleshooting steps to help address the reported error or if your Raiser's Edge is hosted by Blackbaud and you encounter this error please confirm your user name and the application server you are accessing when the error occurred.
  1. Stop and restart Webservices: For versions at or above 1.4.14350.1 of Web Services: 
    • Log in to The Raiser's Edge on the machine with Blackbaud Web Services installed
    • Click on Web Services in the navigation bar
    • Click on Blackbaud Web Services
    • In the Configurations Options screen, click the Stop button to stop Web Services if it's running
    • Click the green Start button to restart Web Services
  2. Check your firewall settings and system requirements  to ensure connectivity isn't being blocked.
  3. Proceed with step 4 OR 5.
  4. Ensure Web Services is only installed in one location. Multiple installations will create errors and connectivity issues. To fix multiple installs you will need to fully uninstall and deactivate Web Services on both machines, and then reinstall it on only one machine. Contact Customer Support with the new Web service URL value changed. This value is located in RELO, Options button, About link.
    • Note: locating multiple installations of Web Services is outside of Blackbaud's scope of support.
  5. Uninstall and deactivate Web Services from your server or primary machine. Contact Customer Support with the new Web service URL value changed. This value is located in RELO, Options button, About link.
  6. If the error is resolved but data is not syncing please review this article.