This Knowledgebase Article does not cover any troubleshooting when the slowness, delays, or freezing are limited to a specific function in the program.  If you are experiencing an issue with a specific module, function, or task, then search our Knowledgebase for the specific issue. 

Verify that the slowness or delays are being caused by general connectivity by checking the following:
  1. Log into Blackbaud Hosting Services and the Hosted application as another user on the affected workstation and test a task or activity to see if you have experience similar delays or slowness.  If you do not experience the issue, the problem is likely to be associated with one specific user.  Have the user test the application from another computer to verify this.
  2. Log into Blackbaud Hosting Services and the Hosted application from another workstation and test again.  If you do not experience the issue, the problem is specific to one computer.  Contact your IT support to test the connectivity on the computer or uninstall or reinstall the Citrix Receiver on that computer.
  3. Log into Blackbaud Hosting Services and the Hosted application from another network (home or other location with high-speed Internet) and test from there.  If you do not experience the issue, then the problem is only occurring on a specific network.  Contact your IT support or network support to have them test the Internet connection from that network.
  4. Ensure proper ports and URL exceptions have been made in any network firewalls, proxies, or web filters that are installed on your computer network.  This is to ensure that the connection is not hampered by network security programs or settings.  You may need to contact your IT support or network support for assistance with this. 


If the issue is present for all users on all workstations after following the above steps, run the following tests from an affected computer to obtain more information about the current network connection:
  1. Open a browser and go to https://www.speakeasy.net/speedtest/ in your web browser and perform a speed test to one of the follow locations:
    • Boston datacenter users: New York, NY
    • Orange County datacenter users: Los Angeles, CA
    • Vancouver datacenter users: Seattle, WA
  2. Take a screenshot of the results to review with all performance test results. 
  3. Run a tracert to the appropriate URL
  4. Take a screenshot of the results to review with all performance test results. 
  5. Run a PingPlotter test over a 24 hour period on the computer where you are experiencing the issue.
  6. While PingPlotter runs, document times when a user experiences any unexpected instances of freezing or delays.
    • Note: Your local IT resources can use these noted times to compare with the results captured in your PingPlotter test taken at the same time. 
  7. Partner with your local IT department to analyze the test results and resolve any issues that they identify.  A guide to using PingPlotter to identify connectivity issues can be found on their website at http://www.pingplotter.com/gsg/

Note: We provide links to third-party websites in an effort to help you resolve your issue. We are not responsible for the information on third-party websites, and we cannot assist with implementing resolutions from these websites.