Raiser's Edge NXT Database View Problems and Solutions

These are the common problems we've encountered for the Database View (Raiser's Edge 7 desktop client running in Citrix) and their solutions:

Raiser's Edge logon dialog (old style) prompts for credentials with the user's login name or "Supervisor" pre-filled.

This requires a user with Supervisor permissions within RE (Database View) to go to Admin \ Users, select the user in question, select Windows Authentication, search with no filter, and scroll for the user to select him. More detail at https://kb.blackbaud.com/articles/Article/108265 .

 

Half the screen is black, or mouse clicks don't hit their target, or screen is slightly blurred.

Edit the Properties for these files:

"C:\Program Files (x86)\Citrix\ICA Client\wfcrun32.exe"
"C:\Program Files (x86)\Citrix\ICA Client\wfica32.exe"

In the Compatibility tab, check “Override high DPI scaling behavior.” This article calls the setting "Disable display scaling on high DPI settings". Keep the drop-down box on ‘Application’ as that seems to be solving the issue, but if not you might try another dropdown value.

This image shows the wfcrun properties with "Override high DP scaling behavior" checkbox circled.

 

Google Chrome just downloads the .ica file, doesn't run it.

Download the file, then in the bar at the bottom of Chrome click the ^ to the right of the .ica filename and choose "Always open files of this type":

This image shows the arrow symbol reference in this step. The mouse icon is hovering over it.

 

Windows doesn't know what to do with an .ica file.

Associate it with C:\Program Files (x86)\Citrix\ICA Client\wfcrun32.exe, should say "Citrix Connection Manager".

 

I see something about broadcasting my game when I launch Database View or other applications in Citrix.

An example of the aforementioned error message.

Choose Gaming in Windows Settings:

An image of the Gaming settings, which has been circled.

Select Game bar and turn off Record game clips...

An image where the Game bar has been circled, as well as the toggle button for Record game clips.

 

Error when you save/validate an address

This is one symptom, the problem may present itself in other ways, too:

An example of the error that appears when saving or validating an address.

Now that the product is hosted Blackbaud should maintain the address file updates. It's more likely the problem is a misconfigured path to the address file. It should be:

An image outlining the process of going to Tools and then User Options.

An image showing where to change Address Accelerator Data files, with the location circled.

 

Cannot save a file to your local machine

When you try to export a Query or run an Export, or use the "Hosted files" (also Citrix) application, you can see your local file system but not save to it. When you first launched Database View in Citrix you were prompted to allow it to save to the local file system and did not permit it, and subsequently are not offered that choice. Uninstalling and reinstalling do not trigger the prompt. The known way to get this prompt is to uninstall, run the Citrix Clean-Up Utility https://support.citrix.com/article/CTX137494, reinstall, and launch Database View. I also think you can change the selection by using Citrix Connection Center \ Preferences, launched from Citrix Workspace in your Windows system tray ("Notification area"), and will try this next time I see the problem.

 

Details

Article ID: 78277
Created
Tue 5/14/19 12:26 PM
Modified
Mon 7/1/19 9:52 AM
Internal or External
External