- See this article for the following behaviors:
- Error: The connection to the back office web service has been lost
- State dropdown is missing values
- Site redirecting unexpectedly
- Ensure that you have internet access by connecting to another site and clicking on a few links (i.e. perform a simple Google search).
- Access the NetCommunity site on a mobile device, not connected to the work network.
- Ask a colleague at another location to attempt to access the site (this can rule out location-specific connection issues).
- Note: for items 2-4, please contact your IT department, as this indicates a network related behavior and not a product related behavior.
- Confirm the NetCommunity domain resolves to the correct IP address or CNAME record (may require assistance from IT support staff at your organization).
- If Blackbaud hosts your NetCommunity components, you may perform a simple check for the CNAME by trying to access the administrative URL of the site, which is typically [insertSiteIdhere].bbnc.bbcust.com.
- Note: You will need to click through the security prompt
- If you can access the administrative URL, but not the fully qualified domain (friendly URL), this may indicate a DNS or Domain issue, for which you should contact your IT department or DNS provider.
- If Blackbaud hosts your NetCommunity components, you may perform a simple check for the CNAME by trying to access the administrative URL of the site, which is typically [insertSiteIdhere].bbnc.bbcust.com.
- If your organization hosts the NetCommunity site, please contact your IT department for further assistance. You may suggest the following to your IT department:
- Navigate to localhost/testconfig.aspx on the NetCommunity Web Server. If errors are present, search https://kb.blackbaud.com/ for the specific error and troubleshoot accordingly.
- Ensure that the NetCommunity web server is operational and publicly accessible
- Restart IIS on the web server and attempt to access the site again.
- Confirm Ports 443 and Ports 80 are open
- ERROR: System.Net.WebException: The operation has timed out - in the RE7 WS Ping test
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