DonorCentral Knowledgebase

In Control Panel > Site Administration > Duplicate Recurring Recommendations tab, the list of duplicate recurring suggestions stops last year and does not display any after last year. It should be displaying all duplicate recurring up to and i...

The eAdvisorFundStatements2007 macro in Microsoft Word used to create individual PDF documents for upload to DonorCentral has suddenly stopped working. There is no error message that occurs, it just stops and does not continue. Answer: This issu...

When a recurrence for a recurring suggestion is due to occur, on the day that the recurrent is due to generate, it is not generated automatically. Answer: We are currently investigating this issue. In the mean time, if you have this issue, pl...

When users attempt to reset their DonorCentral password in Safari, an error occurs, and the user is not able to reset the password. Answer: If this issue occurs, use a different browser such as Google Chrome to change the password. Steps to...

On the DonorCentral Home page, the Available to spend label is not updated after it is updated in Control Panel > Site Configuration. The label is changed on the fund page and the fund page and home page should match. Answer: The fix for t...

I am not receiving DonorCentral emails, how can I fix this? Answer: For any emails such as password reset, or any automated emails, that are not being received please create a support case for investigation.

I added a logo to the DonorCentral Welcome email, but the logo in the email body is very large. I have attempted to edit the size using the Image Properties of the file in DonorCentral, but those seem to not work, how can I adjust the size of the lo...

When going to Control Panel > Site Administration> Users and looking at Last Email Sent column, Welcome email shows failed: Answer: This issue is caused by the Reply to email being blank. In order for emails to send, there must be a val...

When searching for a grantee in the recommendation form when attempting to create a recommendation and the grantee name contains a special character such as &, the grantee name will not display in the search results. Answer: The fix for t...

When importing suggestion for a new charity from DonorCentral, a blank window comes up with an exclamation point after attempting to create a grantee record for this existing profile and add the DC Affiliation code to the new grantee record for the ...

DonorCentral Migration from Blackbaud Systems to NPact Systems This article outlines the workflows for user log into DonorCentral after the migration to NPact systems and common questions. Please see the Summary and Sections I-II below. Summary...

If a staff user changes the fund ID on a line in the payment plan tab of a grant application in the Applications tab of the Grant module, the suggestion is immediately declined in DonorCentral with no prompt to the user. Answer: This behavior is...

I would like to export all fund statements from DonorCentral, is there a way to do that? Answer: There is no way to export all of the fund statements from DonorCentral. In order to get a fund statement, you willl need to view as advisor and e...

I need to create a Zip file containing fund statements to upload to DonorCentral, how can I do that? Answer: 1. Go to eAdvisor\Statements For on-premises customers go to N:\eAdvisor\Statements For FIMS on NPact Azure customers go to the eAd...

When creating an application from an imported suggestion from DonorCentral, the following error occurs: 'Error: Field Form, CharityName, already inferred from XML.JSON data (13179)' Answer: This issue will be resolved in FIMS 14.77. If you have...

I would like to view a fund in DonorCentral but I do not know the name of the advisor, but I know the fund name. How can I search by fund name in DonorCentral and then view as advisor for that fund? Answer: 1. Go to Control Panel\Site Adminis...

When attempting to import suggestions into FIMS from DonorCentral, the following error occurs: Answer: This error occurs due to debug logging being turned on and FIMS is not able to write to the tempfiles folder due to permissions. To resolve, ...

When attempting to upload the fund statement zip file to Donor Central, the error "This PDF file in your Archive does not Exist in the Contents File" can occur. Steps To Duplicate: 1. Run the fund statement export 2. Merge the statements in Micro...

Gifts marked as Memorial are able to be seen in DonorCentral, how can I prevent that? Answer: This issue is fully addressed in FIMS 14.62

Organization Name and Address won't populate in Donor Central Grant Recommendation. Answer: Donor Central users who make repeated grants to the same organizations sometimes find that their selections do not populate on the subsequent screen. &nbs...

When attempting to uploading statements to Donor Central the error, "Error Code = -1; File Number: -1; Fine Name: \Program Files\fpower\statements\statementname.pdf" can occur. This occurs when exporting to PDF using Foundation Power. Steps To Dup...

When the daily FIMS\DonorCentral data upload takes place, the error "The Process Cannot Access the File C:\npo\found\eAdviso. dn_master.txt' because it is being used by another process can occur. This is seen after noting that the daily Donor Centra...

I'm attempting to upload the quarterly statements to Donor Central however I'm getting a time out message: Active Server Pages error 'ASP 0113' Script timed out /admin_statement_upload.asp The maximum amount of time for a script to execute was exce...

When attempting to import a suggestion from DonorCentral and the FUND ID has a special character or accent, the error "Fund Does not Exist" can occur along with an additional character being added to the fund name and the accented letter appears wit...

When attempting to upload fund statements to Donor Central, the master fund will not upload. I notice that the PDF document name for the master fund has an underscore in it which is what is causing the statement not to upload, how can I fi...

I would like to run a user report to see which of our users are logging into the DonorCentral system and also track what they are doing when they are there, but I do not see any user reports. Does DonorCentral have user reports? Answer: You're a...

When uploading documents with an extension to DonorCentral user receives error "File Extension Type is not allowed" Answer: When importing PDFs with extensions to DonorCentral, the extension itself has to be lowercase letters. For example, .PDF ...

We have two Donor Central (#### and ####) sites tied to one database. We recently created a new division (XX) and need to ensure that the division is accessible through the Donor Central site (####).   Answer: To accomplish this: Add the new...

When the export and upload process occurs with DonorCentral, any new files cannot be exported but existing ones can be uploaded. The Scheduled task times out and no data exports. One can tell that data does not export out of FIMS by going to N...

Student names are showing up as the name on scholarships in DonorCentral. Is there a way to change this so the college shows? Answer: This is a setting in FIMS.  The default is for the student to show.  You may change it to the Grantee...

The Fund Balances in DonorCentral are displaying $0 in DonorCentral, but that is not the true balance of our funds. What's going on? DonorCentral showing fund balances as zero. Answer: This can happen when you change over to a new year. Dono...

After a Donor Advisor submits a Grant Suggestion through DonorCentral, it shows under Pending Suggestions on the Fund Summary Page. But then it disappears when I import it into FIMS. This is confusing. We need it to stay on the Fund Summary Tab so o...

I know my payments on these grants were this year.  Why aren't they showing up in the DonorCentral listing? Answer: There is a system option that determine the fiscal year associated with a grant payment. Paid Fiscal Year option with a che...

When attempting to upload DonorCentral statements from within FIMS, the error occurs for all users. Steps To Duplicate: 1. In FIMS, Go to Tools\System Utilities\Donor Central\Upload DC Fund Statements 2. Click on upload statements. Answer: ...

One of our Donors noticed that a Grant listed on their Fund Summary page under Grants Paid does not appear in the Recent Grants section on their Home page. Why is that? Answer: This oddity happens when the Grantee Profile in FIMS does not have th...

When logged into DonorCentral the Funding Opportunity is not Showing on the Home Screen even though the opportunity is active. Answer: If the opportunity is coded as Interest Specific, meaning that only those donors that have chosen a specific in...

I’m getting the following error when trying to upload statements to DonorCentral. Donor Statement Content File Analysis Results of the content file analysis:   There were problems with your archive:   ZIP extraction failed with code=2 An...

We have a fund with multiple advisors. If one of them makes a grant suggestion on DonorCentral, can that suggestion be seen by other Advisors on the Fund Summary page?  Answer: Yes, an advisor can see pending suggestions submitted by another...

When looking at the Q4 total on the Market Value tab on Fund Information, the Q4 number is the same as the Q3 number. Steps To Duplicate: 1. Log into Donor Central and view as the fund advisor for the fund in question 2. Go to the Fund Informatio...

When trying to search for a donor profile by name in DonorCentral in control panel, the profile does not appear. Why? Steps To Duplicate: Log into DonorCentral Click Control Panel > Users/Roles Search for Donor Profiles that should appe...

This error can occur when running Tools > System Utilities > Donor Central > Crystal Fund Statement Export: Error returned from DC Donor Statement Upload WebService. 2|Web service permission error Do you want to continue generating sta...

When attempting to upload a zip file of financial statements to DonorCentral the errors, "Application Exception Batch Statement Upload Failed" and "Bad Request an Item with the Sam Key has Already been Added" can occur.  Answer: This is caus...

When uploading zipped financial statements to DonorCentral the errors, "Error Application Exception Batch Statement Upload Failed" and  "Bad Request Record in Manifest File is not in Archive" can occur. Answer: This issue occurs due to a lin...

Advisor Email Addresses not Appearing in DonorCentral even though the upload is taking place every day.  Answer: This can be caused by a few different things: 1. A conflict on the Fund Association tab of the Fund. If an advisor is listed tw...

When searching for a charity in the recommendation form in DonorCentral the name will not appear in the list if you type in the first word of the name of the charity even if the grantee has the appropriate Donor Central affiliation code. For example...

When attempting to submit a recommendation in DonorCentral, the following error can occur, "Submit Form Failed".  Answer: This issue can occur for multiple reasons: 1. This can occur if a maximum character limit has been put into place on t...

The Available to Spend amount for a fund shows incorrectly in DonorCentral, but when looking at the Fund in FIMS it is correct. Answer: This is caused by new GL accounts not being created for the new fiscal year and can also be caused by not havi...

Donor Advisors are getting the welcome email for DonorCentral, but the link is cut off halfway there so the users is not able to log on.   Answer: The fix for this issue was released in February of 2018.

In Control Panel\Monitoring, the status shows Processing Complete however new data\users\advisors\data changes are not being uploaded or updated in DonorCentral. This can include new advisors added, fund changes, gift and grant transactions, new gr...

When a donor for example submits a grant recommendation the advisor and any staff who are CCd or BCCd should receive automatic emails. Here are the different types of automatic emails that are sent out: Configure Automated Emails Some users are ...

When the DC Upload scheduled task runs, nothing happens, no files are exported out to the eAdvisor\History folder and no file is created in the eAdvisor\FTP folder. No error occurs on the scheduled task however, it runs and then finishes but does no...

I'm looking at the fund summary in Donor Central and some grants are missing. Answer: There could be several reasons why some Grants would not show in DonorCentral. If the missing grants are for NON-DonorCentral funds meaning that the fund...

I would like to better understand how Grant Suggestions show on Donor Central's Fund Summary as we process them through FIMS. When do they go from Pending Suggestions to Grants Pending to Grants Paid? Also, what is Grants in Process and how is ...

When uploading Fund Statements in DonorCentral, the user receives the error: "The file [file name] is invalid. 53974912" Answer: When receiving this error check the file size of the Fund Statement zip file that is generated. The Maximum file size...

In some instances a user may not receive the automated password reset email when clicking on the Forgot Password link on the log in page for DonorCentral. Answer: Generally if a user is not receiving the password reset email, something within tha...

When a Grant Recommendation is submitted, or a Grant has been paid, duplicate confirmation emails are sent to Staff and Donors.  Steps To Duplicate: A donor submits a Grant Recommendation successfully in DonorCentral, then duplicate confirma...

How can I setup email notications for DonorCentral? Answer: DonorCentral has automated email features to notify you when a certain task has been completed.  Configure Automated Emails

After removing a field in the Recommendation Form used in DonorCentral, the field is still present in FIMS when using the DonorCentral Suggestion Mapping Utility.  Steps To Duplicate: In FIMS, go to Tools>System Utilities> DonorCentral...

There are two fields in FIMS that determine whether the market value data is exported and what type of quarterly market value data is exported. If these fields are set to None or No there will be no Market Value data exported from FIMS. Once the FIM...

When uploading fund statements to Donor Central using the external statements method, the system times out and must be force closed.  Steps To Duplicate: To upload your statement to DonorCentral,  Run your statements report as normal.&...

When exporting to DonorCentral manually the following error occurs: ** No Profile record is available. (91) Error attempting to push run time parameters onto the stack. (984)  Steps To Duplicate: In FIMS, go to Tools > System Utilities...

After a workstation was updated to Windows 10 and Crystal Reports 2016, the following errors occurred when trying to upload the Crystal Report to DonorCentral: "Error occurred while accessing component property/method: Export. Failed to open the co...

When going to the recommend a grant page, no fund is showing as available in the funding source field. Steps To Duplicate: 1. Log into DonorCentral 2.  Start a grant recommendation 3. Search for a fund 4. Receive the message 'no results f...

When logging into DonorCentral and viewing as advisor, then clicking fund name in the choose a fund box, error ' Application Exception Get fund Summary Failed' occurs. This occurs for multiple users and donors. Additionally, onors are getting a mess...

The feature, Multi Fund Grants, appears to not be working correctly. For example, if there is a grant where the donor gave $1,000 of the total $25,000 however the full $25,000 shows on their Grant history. This also reflects on their t...

Donor sees a grant that is marked as paid in DonorCentral, but the grant doesn't appear in FIMS.  Steps To Duplicate: 1. Log into DonorCentral 2. Click on the Fund Summary tab 3. Notice that the grant shows as paid in the list 4. Log into FI...

Grant recommendation forms are not able to be submitted on DonorCentral due to a system hang. Steps To Duplicate: 1. Start a grant recommendation in DonorCentral and finish the steps to complete 2. Submit the form 3. Note that DonorCentral hangs ...

Profile for a new fund added to FIMS that is not showing up in DonorCentral. Steps To Duplicate: 1. Add a new fund to FIMS 2.  Complete manual DC upload from within FIMS 3.  Added Affiliation code for suggestion centra...

When attempting to run the scheduled task for the DonorCentral upload, the error, "Server Logon Rejected" occurs. Answer: This occurs because there are not enough database licenses for the task to run. Check and see how many users are logged into...

When foundation receives suggestion email, the grant purpose field is blank. Steps To Duplicate: 1. Donor logs into DonorCentral and submits a suggestion 2. Foundation receives email showing grant purpose field blank Answer: This was because ...

When uploading statements to DonorCentral the Fund search field may not be responsive and this error may appear after clicking Upload. Steps To Duplicate: Log into DonorCentral Click on Control Panel > Fund Statements > Upload/Replace St...

Changing the Fiscal Year settings within FIMS does not push through to DonorCentral. Steps To Duplicate: Click on Tools> System Utilities > DonorCentral > DonorCentral options On the Preferences tab, in the Section box, select Sy...

When comparing the balance in DonorCentral to FIMS for cash accounts, the amounts do not match. FIMS is correct, but DonorCentral isn't. Fund balances do match. Answer: This issue was resolved in the latest version of FIMS 14.64

When a donor submits a grant recommendation, the email confirmation may contain a Canadian Charity Number, even though that was a not a field in a recommendation process.  Answer: This was resolved for the customer who reported the issue.

Some users may experience an issue with pending recommendations missing from DonorCentral when logging in and then choosing to view as advisor.  Steps To Duplicate: Log in to DonorCentral Click view as advisor Select advisor Go to the w...

While in Advisor view in DonorCentral and trying to cancel a grant, this message may appear. Steps To Duplicate: Log into DonorCentral Click the option to switch to Advisor View Choose your advisor Go to the Grants section and click on Detai...

When viewing grants in DonorCentral a pending recommendations appears even though it's been deleted/declined in FIMS. It is also no longer visible in FIMS to be removed.  Answer: This is resolved in FIMS version 14.65

After creating a new Profile in FIMS, granting them rights to DonorCentral on the Fund Associations tab, and allowing FIMS to sync with DonorCentral, users are not receiving the welcome email to get started. Answer: The fix for this was released ...

When adding a new card in DonorCentral this error may appear in the bottom right hand corner of the window. Answer: The fix for this issue was released in 2018.

You may receive an email informing you of an Advisor's unsubmitted grant, but when logging into DonorCentral, the grant recommendation does not exist. Answer: DonorCentral NXT does not send out un-submitted recommendation emails. This issue was c...

After uploading fund statements to DonorCentral and going to view them, nothing appears even though the upload is marked as successful. Answer: The fix for this issue was released.

When 2 users view a fund as an advisor, the Home Page has no content - no grants, no fund statements, no gifts.   Answer: Workaround-Click the fund tab, then back to Home tab and then the home tab content will load  

You may notice that after fulling cancelling a grant it still appears in DonorCentral. Answer: This issue was resolved for the customer who had the issue. The fix had to be implemented on the back end to set the suggestion as no longer pending.

After marking the Fund Anonymous check box on a grant recommendation then clicking submit, the details of the recommended grant do not show the fund as anonymous. Answer: This issue typically occurs because the Fund Anonymous checkbox has been c...

In DonorCentral, making changes to control panel > settings may not save after applying changes and exiting or logging out and back in.  Steps To Duplicate: Log in to DonorCentral Control Panel > Settings Options > Funds Remove...

When viewing fund detail information in DonorCentral, values that should have numeric balances are showing as N/A. Answer: This issue was resolved for the customer who reported this.

How do I know if the DonorCentral upload ran or not? Answer: To see if the DonorCentral data upload ran, log into DonoCentral  and look at the monitoring page to see when the last time the sync ran: Monitoring

When viewing as an advisor for a fund the unrealized gains for GL drilldown are not being properly sub-totaled. Steps To Duplicate: 1. Log into DonorCentral and view as the advisor in question 2. See the income which is correct 3. Note that th...

When accessing the Gifts tab in DonorCentral the following error may appear: Application Exception Get Gifts by user failed Answer: This issue was resolved for the customers who reported this issue. This was caused by performance issues on the da...

When attempting to open a fund statement in DonorCentral, pop-up blocker appears and also the user is prompted to select a program to open the file. Steps To Duplicate: 1) Go to DonorCentrtal 2) Open new Fund Statements 3) Pop up blocker prevents...

The ins and outs of transaction corrections are showing on DonorCentral when only the totals should show. When looking at DonorCentral corrections are seen on the screen and in the gift export for non-gifts. They would like non-gifts to behave the s...

After syncing using a scheduled task or by running the sync directly from the eAdv-export.bat file, the following error occurs. FIMSnt.ini file not found (5643).   Steps To Duplicate: Either the error will be present on the server after th...

 I see a question mark in my grant file when trying to export payments Steps To Duplicate:  1. Open Fims  2. Tools>system utilities>Donor Central>DonorCentral Export  3. Make sure Export data is checked and click ok ...

After a scholarship application is created and posted in FIMS, the program name field is changed. DonorCentral will show the original name in Grant Details > Purpose, but will not update with the new information after the change. Steps To Dupli...

When trying to find a recipient of a grant recommendation in DonorCentral, I start typing the organization name and a suggestion appears, then disappears too quickly to select it.  Steps To Duplicate:     ↵ Log into DonorC...

When navigating to the Fund page in DonorCentral, some previous years are no longer showing detail, but are instead showing just one total for the entire fiscal year. Answer: The gl drilldown was originally only two years of data. It was later e...

When looking at some of the fields in DonorCentral, the totals do not match what they should in FIMS.  Steps To Duplicate: 1. Log into DonorCentral as advisor 2. Click Funds 3. Notice fields with incorrect totals Answer: This was caused ...

After fully paying a grant within FIMS grants may still show as pending in DonorCentral. Answer: In order to remove those grants that show as pending, go to the import window in FIMS and decline them. You will then see that they no longer show a...

When uploading to DonorCentral, during the process the error "Compression Failed - Uncompressed" occurs.  However, the upload still occurs.   Steps To Duplicate: 1) Log into FIMS 2) Go to Tools> System Utilities>  DonorCent...

When attempting to send fund statements from DonorCentral, the "send" button is missing for the most recent statement period. This happens for multiple organizations and funds.  Steps To Duplicate: Log in to DonorCentral as an advisor or v...

When submitting a recurring grant, I clicked next, then realized I needed to change the frequency. When I clicked previous and changed the frequency number, DonorCentral froze and timed out. This also occurs when deleting attempting to delete the de...

When trying to search for a donor profile by name in DonorCentral in control panel, the profile does not appear. Why? Steps To Duplicate: Log into DonorCentral Click Control Panel > Users/Roles Search for Donor Profiles that should appear...

After deleting the Grant Purpose field on the Grant Recommendation form in DonorCentral, the field shows in the confirmation email with the Grant Purpose field populating text instead populating blank. Answer: The fix for this was released in 201...

When searching for prior recipients when creating a new grant recommendation, nothing populates. Steps To Duplicate: Log into DonorCentral Click Recommendation Click in field for "Search for recipient" Begin typing Note that not even typing...

After recommending a grant, a donor reported that the confirmation email is incorrect. One of the following occurred: The Program Name field isn't used on the form but appears on the email showing NA. One field is showing what the donor typed into ...

When printing out grant details from grants in DonorCentral, the grant details print out with multi payment information as if there were to be more payments made when it should not. Steps To Duplicate: Donor logs onto DonorCentral Opens the...

When configuring the Contact Us page on DonorCentral, the save button stays grayed out, which makes it impossible to allow users to view the page.  Steps To Duplicate: Log in to DonorCentral Click Contact Us tab Add or remove contacts C...

After a successful sync to DonorCentral, you may notice that the Spendable balance for a Fund in DonorCentral does not match the Available to Spend amount on the Fund record within FIMS. Answer: This occurred due to $0 spendable balance amounts b...

Gifts, when an honor/memorial gift, should not show the amount of the gift when viewed individually.  However, the amount should still be included in the total. Answer: This is resolved in FIMS 14.62

When the Recommendation Form in DonorCentral is customized to have a conditional set where if the Fund Anonymous is set to yes then it hides the Advisor Anonymous, the Donors name still shows.  Steps To Duplicate: 1) Log into DonorCentral 2)...

When going to FIMS | Tools | System Utilities | DonorCentral | Setup DC Upload and clicking save, the error, "MicroEdge.DonorCentral.Data Transfer.exe config not copied to NPO\Found\EAdvisor\FTP occurs. Steps To Duplicate: In FIMS go to "FIMS |...

A nightly upload is set up to upload data from FIMS, but the data is not changing in DonorCentral. Errors exist in the FTP log in \npo\found\eAdvisor\FTP. ...N:\found\eAdvisor\history\ct_coding_type.txt (Compressed -93%)...ERROR: 2 | Web s...

When viewing as advisor, Application Exception and Insufficient Permissions errors occurred. After reloading the page, I can only view the fund that I was viewing as the advisor. I'm not able to stop viewing as advisor either.   Steps To Dupl...

There is usually an option to recommend again on prior grants, but it is missing from DonorCentral. Steps To Duplicate: Log into DonorCentral> view as advisor Scroll down to review previous grants > see details button Notice the button ...

When attempting to view as advisor in DonorCentral, I search for the advisor but they can't be found in the search box.  Steps To Duplicate: Log into DonorCentral Click Advisor View Click in the search box Enter the advisor name No res...

This error message may flash in the bottom right hand of the screen when uploading statements to DonorCentral. Steps To Duplicate: In DonorCentral Control Panel > Fund Statements, click "Upload/Replace Files". Click in the window to browse ...

While in DonorCentral looking at a fund you may notice that the Fund Details section shows the correct Grants Paid amount, but the section below shows Grants Paid at $0. Answer: This issue was addressed by a back-end fix implemented by developmen...

After recommending a grant, the confirmation email arrives but is missing the address. The address line has a comma and nothing else. This only happens if the charity is not new. Steps To Duplicate: Go to DonorCentral Log in as advisor or vi...

In DonorCentral when a donor creates a grant recommendation and puts in the grant amount as (for example) 5,000 then clicks on save for later, the submitted grant now shows 0 for the amount.  If they drop the comma and use 5000 it will show the...

After entering a grant in FIMS that has multiple donors contributing and then syncing to DonorCentral, the approved grant amount does not match what was approved for each individual Donor. Answer: This issue was addressed on 2/28/2019.  When...

A paid grant suddenly shows up in the grants paid section but it is not in FIMS. Why is that?  Answer: If a donor calls and says that they have a paid grant suddenly showing up that they don't know about and it does not appear to be in FIMS,...

When a recurring grant is created in DonorCentral, multiple suggestions are submitted when only one should be. There will also be a duplicate email that is sent out as well. Answer: This issue intermittently occurred prior to the migration of Don...

I have created and uploaded a batch of fund statement to DonorCentral and would like to delete them, however when I click to delete the statements I get a message saying this was successful, and then directly after this an error saying that delete f...

Welcome emails have been sent to donors but no one initiated them. The donors in question are not new donors and have been using DonorCentral for some time Answer: This was caused by two separate data syncs running, one on the current server and ...

In DonorCentral donors with a large number of Fund Associations are receiving this error message: 1) Missing Form 2) Application Exception.  Get form definition failed. Steps To Duplicate: 1) Log into DonorCentral 2) View as advisor 3) Reco...

I would like to turn off the Welcome Emails sent by DonorCentral, how can I do that? Answer: The welcome emails are not able to be turned off.

When logging into DonorCentral, there is an error message at the bottom that says Application exception, Get pending submissions failed. This appears when logging in as a user or advisor view. The following errors can occur: 1) Application Excepti...

When uploading Fund Statements to DonorCentral, whether it be through FIMS or directly on the DonorCentral webpage, only some of the fund statements appear in DonorCentral, but no error message is received. Answer: Make sure the zip file is bel...

When accessing DonorCentral sites users are redirected and then receive the error below:   "You do not have permission to view this directory or update this page"  Answer: We have identified that this is an issue in a recent version ...

When viewing Fund Detail in DonorCentral after clicking the export button, not all the detail was sent to the Excel file. Steps To Duplicate: Log into DonorCentral Click view as advisor Choose advisor Go to Fund tab Click on grants paid det...

When uploading Fund Statements to DonorCentral this message may appear with your Foundation's ID number listed. Steps To Duplicate: Log into DonorCentral Click on Control Panel Fund Statements Upload/Replace Statements Select fund statement f...

When manually uploading Fund Statements to DonorCentral you may see the loading wheel spin then stop without actually uploading any statements. Steps To Duplicate: Log into DonorCentral Go to Control Panel > Fund Statements Click upload/re...

After removing the DonorCentral affiliation code from a Grantee Profile in FIMS, donors are still able to submit recommendations in DonorCentral to that grantee. Answer: The solution to this issue was deployed in DonorCentral on 4/22/2019

When staff members view as advisor in DonorCentral then switch to another advisor, they may receive this message at the bottom right of the window: Insufficient Permissions Steps To Duplicate: Log into DonorCentral Click view as advisor ...

When a user attempts to create a recommendation in DonorCentral, they are unable to look up funds and organizations and thus they cannot submit recommendations. Steps To Duplicate: User opens a recommendation form to create a new one Fund look...

I declined a recommendation in the Suggestion Import window in FIMS, does this mean that the donor will get an email? Answer: No, if the recommendation is declined in the Import recommendation window in FIMS it will not send a cancellation email ...

Your donor may receive an email letting them know a recurring grant is about to generate, but when the log into DonorCentral NXT they cannot see a record of this recurring grant. Answer: This issue was data specific for one customer that had the ...

When a specific donor logs into DonorCentral, they notice the error box in the bottom right-hand corner that reads "application exception" Steps To Duplicate: 1. Log into DonorCentral 2. Note that 'Error: application exception' flashes and disapp...

No description information is available in DonorCentral for recent gifts. Additionally, if a gift in FIMS has a donor name listed, the organization name doesn't appear.  Steps To Duplicate: FIMS > Gifts > Gift record Notice the type...

I would like to add a new charity to DonorCentral so that it is available for advisors to choose when they make a suggestion, how can I do that? Answer: 1. Add the grantee in FIMS: Create a Grantee Record (Grants)  2. Add the DonorCe...

I have some custom fields or existing fields that I would like to add to the Recommendation Submission Confirmation automated emails that are sent from DonorCentral, is there a way to do this? Answer: Yes, this can be done by adding the DisplayNa...

This can occur when DonorCentral receives the fund data from the DonorCentral sync but does not receive the fund name for some reason. Answer: Perform a manual sync to DonorCentral by following these steps: Go to Tools > System Utilities >...

After voiding a check and creating a re-issue payment, the original grant date shown in DonorCentral is replaced with the date the new payment was created on. Answer: When you void a check you need to use the original date. Then if you re-pay a p...

When viewing market values tab in DonorCentral the values reflect based on fiscal year instead of calendar year. Answer: This issue has been resolved in FIMS 14.71

I am trying to upload a fund statement zip file to DonorCentral and I am having issues, how can I check the zip file to see what issues there are with it? Answer: You can use the attached StatementZipValidator tool that will check the zip file fo...

When viewing grants with multiple funding sources on the Grants page in DonorCentral, the amounts listed are totals from multiple funding sources, but only one fund is shown as being the funding source. The funds page shows correct amounts for grant...

There may be times when a donor calls you expressing that their DonorCentral log in does not seem to be working. Please go through the following steps to narrow down the root cause. Answer: Are they receiving a specific error message after ente...

When creating an application from suggestion list, the following errors occur: Error: Unable to understand after-- "!!PDKvvX#N". (247) Error: C\npo\found\fims\app\profiles\sdprofil.w Could not understand line 1. (198)    Steps To Du...

While using a Firefox browser to access DonorCentral you may see a screen with a Zebra Referee followed by the message 'You don't have permission to access that page'. This page appears before the log in screen loads and there is no opportunity to t...

After uploading statements to DonorCentral through the External Statements menu some statements do not upload. No error message is shown. Answer: This issue was caused by the fund ID having special characters. At this time, statements cannot be u...

A custom set up was performed to allow for more than 100 funds to be associated with a fund advisor in DonorCentral, but the profiles for these additional advisors were not added to FIMS. There is no way to associate a new fund with one of those adv...

When uploading statements to DonorCentral, the following error occurs, " Forbidden, user does not have valid permission for 5ceb127c-025f-392c-8253-f60f0c314817"   Steps To Duplicate: Run the fund statement macro to create the zip file t...

When navigating to Control Panel > Site Configuration > Options, the check box to allow multi-payment recommendations is missing from the grants section. Answer: The DonorCentral update for this feature was made available in July, 2019.&nbs...

A donor who has logged in successfully in the past, but just recently reset their password, may seem to be missing from both Advisor View and Control Panel in DonorCentral. Steps To Duplicate: Donor Resets password from the DonorCentral log in ...

After entering a gift in FIMS, it is not visible in DonorCentral in the Gifts tab unless it is posted in FIMS first. Real Time Sync settings in Tools > System Utilities > DonorCentral > DonorCentral Options are set to Yes for RTS_Unpos...

Fund Activity Report pulls in totals from the entire when selecting a specific date range when should only pull from the date range specified. Steps To Duplicate: 1. Go to DonorCentral 2. View as Advisor 3. Go to Funds\Activity 4. Select a c...

My DonorCentral upload process is not taking place, how can I figure out why it is not working? Answer: There are two ways to upload data into DonorCentral from FIMS; Run the process manually from FIMS or via a scheduled task on the server t...

How can I setup the DonorCentral Upload to Automatically Run so that I do not have to manually run it every day? Answer: 1. Go to the FIMS database server 2. Open Task Scheduler 3. Create a basic task Set it to run daily for the Task Trigger and...

Donors are receiving grant confirmation emails from grants created in previous years that were fully processed in FIMS. Answer: This fix for this issue was delivered on 7/8/2019 for the customer who reported this issue.

When viewing gifts that are honorary or memorial, the honoree name does not show in DonorCentral NXT. Answer: Memorial\Honorary gift names and other gift descriptions are controlled in DonorCentral System options. If you would like the name of th...

DonorCentral Fund Activity Report Uses Wrong Balances to Calculate Report when using a date range for example, 10/01/2017 to 09/30/2018. The balance on the report shows ending balance as of 10/1/2017 and ignores the date filters and just uses the st...

Previously recorded and approved recurring grants are missing from DonorCentral when viewing as advisor. The donor has reported that the grants that previously showed in DonorCentral manage recurring no longer appear and the same is true when viewi...

When Explore Opportunities tiles are created and their titles have 34+ characters, the bottom scroll arrow disappears. Steps To Duplicate: 1) Log into DonorCentral 2) Go to Home 3) in the Explore Opportunities> add card 4) Add title of 34+ cha...

A donor may notice they have an old un-submitted grant in DonorCentral and would like to remove it. There are some instances where the 'Submit' button is non-responsive when clicked for Donor Advisers and when viewing as adviser. Advisor may also n...

Grant has been completely refunded in FIMS, but is still showing in DonorCentral Steps To Duplicate: 1) Log into DonorCentral 2) View as advisor 3) notice grant in pending suggestion 4) Log into FIMS 5) Look up grant 6) Grant has been refunded n...

I would like to edit the merged content in the DonorCentral welcome email, how can I do that? Steps To Duplicate: 1. Log into DonorCentral with a staff admin account 2. Go to Control Panel\Site Configuration\Automated Emails 3. Click the ellipsis...

After importing funds and Fund representatives and then doing a DonorCentral upload, the fund\fund reps are not visible in DonorCentral even though the the fund associations are present on the fund and are setup correctly. If you then go into the i...

When searching in fund details grants paid detail view, the user's views are not applied in the exported csv file.  Steps To Duplicate: 1. Log into DonorCentral as an advisor or view as advisor 2. Go to Funds 3. Click on Grants Paid 4. Scrol...

When attempting to upload statements to DonorCentral no progress shows on the progress bar and the upload never completes. If you click cancel, also the upload never eventually completes. Steps To Duplicate: 1. Log into DonorCentral as a staff me...

When attempting to view saved grant recommendations, the following errors occur: Application Exception Get account group summaries failed Get fund summary failed. Get asset allocation failed. Get market value failed. Get fund summary failed.  ...

Checkbox disappears when donors put and amount with a comma in the grant amount field when making grant recommendations.   Steps To Duplicate: 1) Log in DonorCentral 2) Sign in as advisor 3) Create new recommendation 4) Enter amount without ...

When donors click submit after creating a grant recommendation, the submit button stays blue for a second after clicking submit once, and when clicking submit again, a second grant recommendation is created. NOTE: If you only click once, the screen...

If the user has never logged in to DonorCentral then how can the last email sent be a recommendation submission email?   Answer: This can happen if another user views as advisor and submits the recommendation for an advisor while doing so...

When a gift adjustment is posted in FIMS, the gift adjustment shows as a separate gift in DonorCentral. Steps To Duplicate: Add a new Gift in FIMS Posted through to the GL. Gift appears in DCNXT under adviser In FIMS adjust the gift ...

The first access and Last Login date in Site Administratration do not seem to be accurate, how are these date determined? Answer: The access dates are updated only after the feature is turned on, so they will not contain all of the login history ...

Notice that after uploads take place, some grants are still missing grant history details Steps To Duplicate: 1) Log in to DC 2) Search Fund in question 3) Notice years/multiple grant history missing 4) Log into FIMS 5) Got to Funds> open fun...

We are trying to use the DonorCentral Fund Activity functionality in Donor Central, however we are noticing only a couple years with of data is showing when we select the "All" date range filter, when there should be many more.  Steps To Dupl...

'No Statements have been uploaded for this fund' may be a message seen by a Donor when going to their Fund page and clicking on View Statements button. When you log into DonorCentral and click on view as Advisor then open the fund, the statements a...

The same fund displays twice in DonorCentral when submitting a new grant recommendation Steps To Duplicate: Log into DonorCentral Click Recommendations > New along top menu bar Select your recipient and click next Search for your fund, an...

After completing a successful sync to DonorCentral, updated data from the dn_master.txt file is not being reflected in DonorCentral. Answer: This was data specific and was corrected for the customer who reported the issue.

We have gifts that come in through DonorCentral that are split between a number of funds. When these funds receive a securities gift (for something like fees, for example), the negative, non-gift amount does not show in DonorCentral, rather the full...

A pledge is entered into FIMS with distribution to multiple funds, however one of the amounts for one of the funds shows a negative amount in DonorCentral, but a positive amount in FIMS. Steps To Duplicate: 1 - Create a new pledge and fill in a...

When viewing fund activity for funds within DonorCentral, the amounts are showing as negatives while the amounts within FIMS are showing as positive. Answer: To correct this, some settings within FIMS will need to be changed. Go to Tools > Sy...

When exporting large recommendation lists from Control Panel > Site Administration the client receives the following error: Application Exception: Get submitted suggestions for tenant failed   Steps To Duplicate: 1. Log into DonorCentral...

Currently, the fund Available to Spend balance is reflecting un-posted gifts, how can we exclude un-posted gifts from DonorCentral? Answer: The spendable balance on DonorCentral comes from FIMS. If the Spendable Balance of the fund is includ...

I would like to have donors be able to make interfund grant suggestions in DonorCentral, how can I do that? Answer: There are three ways to make interfunds from DonorCentral: 1. Suggestions from DonorCentral come into FIMS as standard Grant Appl...

For those instances, where there is no gift for a transaction but only non-gift amounts, there is a gift amount of $0.00 that shows when it should not appear.   Answer: This is functioning as intended. The $0.00 gift is showing because th...

After doing all of the steps in the guide to enable the fund activity report, it still displays no data Fund Activity Report   Answer: This was caused by an old program being used to upload data to DonorCentral. To be sure that the file ...

Grants are disappearing out of DonorCentral that were once there and others do not show at all, what is the cause of this? Answer: This issue can be caused if the Real Time Sync option for Organizations is turned on, but the RTS option for Grants...

There are several suggestions showing as pending in DonorCentral but they do not show in the import suggestions window in FIMS to be imported. Answer: This issue can be caused by the suggestions having been previously declined in the import windo...

When logging into DonorCentral, donors experience looping and are unable to access.   Steps To Duplicate: 1) Go to DonorCentral in Chrome 2) Input credentials 3) Page continues to Loop Answer: This issue was resolved on 2/26/2020.

After manually changing the status of the grant to Process, the grant is no longer in DC NXT. Steps To Duplicate: 1) Log into DonorCentral 2) Go to Control Panel > Site Administration > Recommendations > Submitted 3) Then try clicking...

"Application Exception. Email statement failed" when emailing statements in DonorCentral Steps To Duplicate: 1- Log into DonorCentral 2 - Select an Advisor 3 - Navigate to Funds 4 - Click "email statement" Answer: The fix for this issue w...

When the user goes to upload DonorCentral Fund Statements or documents, it appears to load correctly, but then they don't show up in DonorCentral. Steps To Duplicate: Reports - General Ledger - Fund Statements and then used my saved reports an...

Error: npo\found\eAdvisor\history\ct_coding_type.txt ERROR: System.AggregateException: One or more errors occurred during FTP Upload to DonorCentral   This error is viewed in the FTP logs in Npo\found\eAdvisor\FTP, the entire message is as f...

User has noticed that the Fund Activity do not show their Interfund accounts (t accounts). Instead, it rolls those amounts into the beginning balance. Steps To Duplicate: 1) Log into DonorCentral> Sign in as advisor 2) Go to Funds> Fund ac...

When there is a custom Disbursement total on the Fund Details page typically that amount showed on the fund details page with an amount in blue that a user could click on to see further details. It is currently not appearing on the fund details pag...

When viewing fund details on DonorCentral as advisor, the Grants Paid section is showing as N/A Steps To Duplicate: Log into DonorCentral View as advisor Click Funds > Choose affected fund Scroll down to details Grants paid is showing N/A ...

When logging into DonorCentral, users should see the homepage set up as expected. Previously created and saved cards should show. Previously entered cards are missing and there is a File not found error message in the bottom right corner. No cards ...

For one fund, two admin fee transactions are not showing but they do show in FIMS as posted. Steps To Duplicate: 1. Log into DonorCentral 2. View as the advisor for the fund in question 3. Go to activity and scroll down to the report section 4. N...

Grant that was already process and approved in FIMS reverts to showing as Approval Pending in DonorCentral Steps To Duplicate:  Log into FIMS. Go to Grants and pull up grant. Grant shows that it was approved and processed. Log into Donor...

The AdvisorContextID is not Mapped in the DonorCentral Suggestion Field Mapping Tool. What is that field and do I need to map it to something? Answer: The advisor context id is the Guid of the advisor that a staff person is “viewing as" when ...

When trying to import DC NXT grant recommendations into FIMS the following unmapped fields appear in the DonorCentral Suggestion Field Mapping Tool. Do I need to do anything with these?   Payment Frequency Amount and Payment Frequency...

I need to map some fields in the DonorCentral Suggestion Field Mapping Tool, what DonorCentral fields should be mapped to what FIMS fields?   Answer: When choosing Import Grants in the Grant Module or selecting Retrieve Suggestions fro...

I need to upload a single statement to DonorCentral, how can I do that? Answer: When you log into DonorCentral: Go to Control Panel > Fund Statements Click "Upload/Replace Statements" Drag the PDF file, or Click to Browser for the file on y...

When manually changing the status of grant to Processed the grant is no longer found in the Funds tab. Steps To Duplicate: 1.     Go to DonorCentral> Control Panel> Site Admin> Submitted Recommendations 2.     Click ...

Fund details show as N/A when filtering on specific month on DonorCentral Steps To Duplicate: 1. Log into DonorCentral 2. Use Advisor View for selected advisor 3. Set date range for detail to Specific Dates 4. All details display as NA excep...

For some users, after reversing a gift in FIMS and a full sync is done between FIMS and DonorCentral, the gift still shows under the Fund in DonorCentral. Steps To Duplicate: 1. Log into DonorCentral 2. Go to an advisor view for the fund in quest...

In DonorCentral, the fund balance does not reflect the amounts shown from the Admin Detail tab on the fund. Answer: Admin payments from Admin Vouchers will not show in any detail on fund in DonorCentral. The single fund balance in DonorCentral is...

I want to make sure that I can whiteliste the email address that DonorCentral Emails come from. What email will they be sending from? Answer: If you enter in a Sender name, the email will send with that name and the address mailout@donorcentral.c...

I need to find the Suggestion ID for a Suggestion in DonorCentral for troubleshooting purposes, how can I do that?   Answer: 1. Go to DonorCentral and log in as a fund advisor or view as advisor 2. Find the grant or suggestion in question 3...

When using the Chrome browser to access DonorCentral, some users are getting the error  Application Exception: Submit form failed when submitting grant recommendations. Recommendations can be submitted in other browsers without issue. Steps T...

When users sign up for DonorCentral the confirmation page is blank     Steps To Duplicate: Welcome email is sent to user User receives welcome email and follows instructions and is directed to sign up page After entering in information...

One of my donors have an Unsubmitted Recommendation but I notice it didn't increase the "Pending Suggestions" in DonorCentral. Shouldn't that impact it? Steps To Duplicate: When a person uses DonorCentral and goes to submit a grant:   C...

Error: "TotalRecommendations" must be a string  when trying to submit a recommendation in DonorCentral. Steps To Duplicate: Log in to DonorCentral Navigate to Unsubmitted Recommendations on the Home page Select a recommendation Click...

I would like to demo my DonorCentral site to new users, is it possible to have a test site set up? Answer: Please create a support case to get the process started for a DonorCentral test site.

Upon nearing completion of uploading statements to DonorCentral, the error below appears: 500 Internal Server Error Answer: This issue was resolved in July of 2020. If you have this issue going forward, please file a support case.

I have added a checkbox to our grant recommendation form and now I would like the information from the checkbox to also be recorded in FIMS, how can I do that? Answer: If a field does not exist in FIMS you can create the field using Fieldmaker an...

How can I start using the Fund Activity report or disable it for users if I need to? Answer: In order to use the Fund Activity report, you will need to have DonorCentral Pro. The fund activity report can be enabled for all users or can be config...

What is the Configurable Minimum Grant Amount Feature in DonorCentral and how can I Start Using it? Answer: If you have DonorCentral Pro, you can configure a global minimum grant amount so that advisors must make grant recommendations for that am...

What is the Multi-Payment Recommendations Feature in DonorCentral and how can I Start Using it? Answer: If you have DonorCentral Pro, you can configure grant recommendations on your DonorCentral site to include multi-payment recommendations, whic...

We recently had to restore FIMS from a backup and as such, we lost some grant applications. These applications had previously been imported into FIMS and processed and are in DonorCentral NXT, but now that the FIMS database was restored those grant ...

When searching submitted recommendations by date and using one date for the date range, no results appear even though there are submissions for that date. Steps To Duplicate: 1. Log into DonorCentral 2. Go to Control Panel\Site Administration\Rec...

Users may notice that on IOS devices (iphone, ipad, etc), that the grant opportunities tiles do not have the ability to scroll. Steps To Duplicate: 1) Log into DonorCentral on IOS Device 2) Go to home page 3) Notice there is no scroll bar on oppo...

When going to DonorCentral and adding a maximum length for characters in grant descriptions and purpose fields, the maximum length setting is ignored. Recommenders can still use more characters than what is set for the maximum length. Steps To Dup...

Real Time Sync does not Update the Market Value widget on the top right of the funds page, but the market value detail does get updated with RTS. So, then what happens is the detail does not match the widget and this is confusing to donors.  ...

A Grantee with previous recommendations is no longer appearing in the Select Prior Recipient dropdown. They also do not appear as an option when searching for existing charities. The grantee's profile has the correct DonorCentral upload affiliation ...

You can go to Control Panel>Site Administration>Submitted to search through all of the submitted recommendations at the same time. The search will display the recommendation status. Some users may find that the status displayed in the search i...

DonorCentral is moving from SKY 1 to SKY 4 starting on 3/8/2021 and there will be changes in the appearance and some functions of DonorCentral. At first, we will be doing this move in small waves rather than all customers at the same time. The first...

Multiple decimal places when hovering over a selection of the pie charts in DC > Grants. Answer: This issue will addressed in SKY 4. DonorCentral customers were moved to SKY 4 in 2021.

How Many Years of Fund Statements can be Stored in DonorCentral? Is there a limit and also do old fund statements get deleted automatically? Answer: There is no limit to how many years of fund statements can be stored in DonorCentral. Foundatio...

When donors enter a recommendation and choose to suggest a new charity, if they enter a comma at the end of the City field, this will be retained when creating a profile from the recommendation. Answer: To resolve: 1. Go to Control Panel -> R...

I retired a fund, but I still need the donor to see the fund and the activity on it. Do retired funds still show in DonorCentral? Answer: Yes, they do show in DonorCentral provided that the Fund Association tab on the fund is still linked to the ...

When navigating to DonorCentral, the following errors occur: 'Cannot access site' or 'Sorry cannot reach that page' with a dinosaur picture. This issue occurred after all DonorCentral  sites were migrated to SKY 4. Answer: A solution ...

Fund Statements are Still Able to be Viewed when Option to Allow Users to See Fund Statements is Un-Checked in DonorCentral   Steps To Duplicate: Log into DonorCentral as an admin Go to Control Panel\Site Configuration\Fund Statements ...

When advisors go to make a suggestion no fund name pops in the drop down even if the advisor clicks into the field. Steps To Duplicate on a Mac: Advisor logs into DonorCentral using a Mac computer with Safari 14.0 (15610.1.28.9, 15610) Click...

Cannot Re-Open Closed Recurring Suggestions on DonorCentral Steps To Duplicate: Log into DonorCentral as a donor or as as admin If logged in as an admin view as advisor and find the donor in question Click on Recommendations\Manage Recurring ...

Grants from Another Fund Showing in DonorCentral NXT for a Different Advisor that does not have DonorCentral Access to Fund after Removing Access for DonorCentral from the advisor who did have access. Answer: This was an issue in SKY 1 that ...

When recommending a suggestion in DonorCentral, the following errors occur: 'Application exception Get form display settings failed' 'MIssing form' 'Application exception Get form definition failed'   Answer: This issue was caused by the u...

When trying to upload a PDF file to DonorCentral, the error "Get Signed URL Failed" occurs. Answer: This issue occurred because there was a symbol in the file name of the PDF document. Once the symbol was removed, the PDF document was able to be ...

"Txt�" added to the beginning of fields while "Creating Applications" from Imported Recommendations from DonorCentral While "Creating Applications" from Imported Recommendations from DonorCentral NXT the word 'Txt' is added to the beginning of fi...

An Advisor has a list of several unsubmitted recommendations on DonorCentral that are split between pages on the Home page, how can they submit more than 5 unsubmitted recommendations? Can they submit all unsubmitted recommendations together?  ...

I would like to remove the Canadian Charity Number field from showing in my recomendation form as shown below when an advisor makes a recommendation, how can I do that? We do not want that field to appear here in this box. Grantee names and address...

When the amount of a Grant Recommendation has a comma, it will show up in the Recommendation Reviewer as "None Found" Answer: This fix for this issue has been released to DonorCentral. Steps To Duplicate 1) Go to DonorCentral> View As Ad...

When clicking the Recommend Again button on a previous grant, users may see that the button does not start the process to create a new recommendation. Answer: The fix for this issue was released in June of 2021 Steps To Duplicate 1. Log into ...

Donor Information appearing with commas after the postal codes within Gifts/Funds tab. Answer: The fix for this issue was released on 2/15/2022. Steps To Duplicate Log into DonorCentral NXT either as an advisor or staff admin Go to the Gif...

When trying to add a link in the content area of a DonorCentral opportunity tile, users may find that after saving the changes to the tile, the email address is not link enabled.  Answer: This issue has been addressed, now when you add an em...

If an advisor saves a suggestion and comes back later to submit, the suggestion cannot be submitted. Clicking the submit button does nothing. Instead, an entirely new suggestion has to be created and submitted at the same time that it is created rat...

When changing Recurring Suggestions with no End Date in DonorCentral, the error 'End Date must be in the future' occurs but yet the end date is an optional field. If you click cancel, the original recurring suggestion disappears out of DonorCentral...

If I enter an email address in the Alternate Addresses tab on a profile, does that upload to DonorCentral or get used in DonorCentral in any way? Answer: No, DonorCentral only uses the email address on the Profile 1 tab. Each profile must have a ...

When recommending again, the fund anonymous and advisor anonymous checkboxes are not checked in the new suggestion that is created. Answer: The fix for this issue has been released. Steps To Duplicate Log into DonorCentral Create a suggest...

When attempting to make a new recommendation or if attempting to view unsubmitted recommendations on the Home page, a green dot loops and the recommendations never are able to be viewed and the recommendation form never finishes loading to make a ne...

I want to add images to DonorCentral. What are the image size limits in the different areas of DonorCentral? Answer: Control Panel\Log in page and branding: 400 pixels wide by 60 pixels high Home page image: no limits Automated email images: no l...

When logging into DonorCentral, instead of being able to proceed the user may see Error: You tried logging in with an email address that is not recognized. Answer: To resolve: 1. Check and see if the user is in DonorCentral. To do that, chec...

I am trying to submit a saved recommendation or edit\change\submit a recurring suggestion and I am getting errors, how can I resolve these? Answer: These errors occur typically with suggestions that were created and saved in SKY1 prior to 4/27/20...

There are pending suggestions showing in DonorCentral but they never show up for import into FIMS. Answer: This issue is addressed in FIMS 14.73 Steps To Duplicate Create a suggestion in DonorCentral Go to FIMS to the import window and n...

I have documents created outside of FIMS, how can I upload those to DonorCentral?   Answer: You can upload external documents using the drag and drop feature. Here is the documentation on that feature below: Drag and Drop Gift and Grant Doc...

When uploading data to DonorCentral, the Donor Name is Duplicated in Address Block if is An Organization and matches the Donor Name. Answer: This issue is addressed in FIMS 14.73. 

When Gift_Description located in Tools\System Utilities\DonorCentral\DonorCentral Options\System is set for Comm_Securities, DonorCentral cannot display over a Million Shares in uploaded comments.   Answer: This issue is addressed in FIMS 1...

When searching for a charity in the recommendation form on Donor Central NXT, no results appear, even though the charity has previously been used as a recipient.     Answer: To resolve, do the following: 1. If the grantee record does ...

The Configure Fund Details button described in this article does not show in the Fund Page in DonorCentral, how can I add that? Configure fund details   Answer: In order to add custom buckets to the Funds page you need Export_GL_Drilldow...

FIMSInternal User never signs out after DonorCentral upload and must be manually disconnected. This causes a FIMS licenses to be taken up. Answer: This issue was caused by Dashboard Refresh happening with DonorCentral. The dashboard refresh did ...

When grants have been created in FIMS from DonorCentral the Program Name field has many spaces before the grant purpose text starts. The spaces are not shown in DonorCentral and in FIMS only under the Program Name field. Answer: This issue was sp...

I uploaded a grant or gift letter to DonorCentral and now I need to delete it, how can I do that? Answer: You do that from the documents module in FIMS. Find the document in question, open it, then click remove from DC:

After the FIMS 14.73 upgrade when trying to create Fund Statements from the reports section in FIMS, the check box for "Individual Statements for Donor Central" is grayed out and cannot be checked. Answer: This issue was caused by the process loo...

When either the scheduled DonorCentral task or the one manually run from FIMS completes, only the data export portion completes but the data never uploads to DonorCentral even though new data is extracted. I look in npo\found\eAdvisor\History a...

I changed a user's email address in FIMS on their profile. Does a new welcome email get automatically sent out?   Answer: DonorCentral will not automatically send out a welcome email when you change an advisor's email address in FIMS. The...

We would like to find a way to flag a certain staff member when a grant recommendation comes to us from the "Explore Opportunities" section of our DonorCentral website instead of the regular way of submitting suggestions, is this possible?   ...

When trying to edit an opportunity to add an image, when saving the changes, users get error message: 'Get signed URL failed' Answer: This issue has been resolved for the customer who reported it. This issue can be caused if you have symbols ...

When FIMS data is uploads to Donor Central. Donor Central monitoring shows 0 changes processed. Why does that occur? Is my DonorCentral site being updated with new data? Steps to duplicate: 1. Login to Donor Central 2. Click Control Pane...

When viewing fund balance (market value) on the fund page, random characters and letters appear. This is seen on the fund page on the upper right corner for fund balance (market value). Due to security reasons the date and monetary amount have been...

How can I grant staff access to DonorCentral? If there is an employee that leaves the foundation, how do I remove them from DonorCentral? Answer: Staff codes are used to determine the type of access that your organization's staff members will hav...

I want to upload our FIMS data to DonorCentral immediately without waiting for our nightly upload. How can I do this?  Answer: To upload data immediately to DonorCentral, do the following: Note that if you have Real Time Sync enabled that n...

What is the Difference Between the Real Time Sync and the Nightly Scheduled Upload Task for DonorCentral? Answer: Daily Scheduled Upload: The daily scheduled upload is a full upload. All of the data that is extracted out of FIMS is in txt files...

I have a new advisor I need to grant access to DonorCentral, how can I do that? How would I remove access to DonorCentral for an advisor? Answer: In order for a Donor to have access to a Fund in DonorCentral, the advisor must have a Fund Associa...

What do the DC codes stand for that are on the Fund Associations tab of a Fund record? Answer: These values delegate which rights a Donor may have when accessing Donor Central. 0 - No Access 1 - Advisor Administrator: Access to Donor Central, ca...

I need to setup the DonorCentral upload as a scheduled task to run every day, how do I do that? Answer: Set up a scheduled task on the server to run the DonorCentral Upload every day   Open Task Scheduler on the FIMS database serve...

I forgot my DonorCentral password, how can I reset my password for DonorCentral? Answer: After 7/31/2024, users can reset their DonorCentral password by doing the steps below:  Note that these steps are for going forward after the initial p...

If a donor or a staff member need to cancel a suggestion that was submitted, how can they do that? Answer: Suggestions can only be cancelled if the suggestion import window has not been opened in FIMS. Once the import window is opened, the sugges...

I have a large fund statement zip file and need to split it into smaller files, how can I do that? Answer: When you upload a batch of fund statements in DonorCentral, there is a maximum file size limit of 250 MB. If your statement zip file is la...

I have a user that has advised that they did not get an email from DonorCentral. Is there a way to see what emails have been sent to a user in DonorCentral?  Answer: On 6/21/2022, we released a new feature in DonorCentral to be able to see e...

When users enter in credentials to log into DonorCentral, a green dot appears and continues to circle and the user is not able to log in.   Answer: This issue was resolved by rolling back a change that occurred in October of 2022. The root c...

I changed some information on an advisor's profile and now the advisor received a new welcome email, why did that happen?   Answer: If a user never received a welcome email and a data fix is done by NPact, or the advisor record is updated i...

Error: npo\found\eAdvisor\history\NXT\ct_org_master.txt ERROR: System.AggregateException: One or more errors occurred during FTP Upload to DonorCentral NXT This error is viewed in the FTP logs in Npo\found\eAdvisor\FTP, the entire message is a...

If a user uploads a document to resources and there are already 20 documents, the upload of the 21st document takes place with no errors but the document will subsequently disappear. Answer: This issue is resolved, now users can see and upload up...

How do I customize a DonorCentral Recommendation form? Answer: There are several knowledge base articles on specific form fields, below are the general instructions: Grant Recommendation Form Use Case Note that not all available features should...

I noticed that there seems to be a time discrepancy between DonorCentral and FIMS. The time\date for the imported suggestion in FIMS shows differently than the date submitted in the suggestion in DonorCentral, why is that? Answer: The fix for thi...

I would like to re-name a page label in DonorCentral such as Resources or Contact Us, is this possible?   Answer: At this time the page labels in DonorCentral cannot be changed.

Every time an advisor suggestions a grant in DonorCentral, they have to check the boxes for fund and advisor anonymous. Is there a way to have those boxes to being always checked? Answer: On a per-advisor basis there is no way to set it up so tha...

When uploading a zip file to DonorCentral the error, 'Error: could not complete the uploads for: "file name.zip"' occurs. Answer: This issue has been resolved. Steps To Duplicate 1. Log into DonorCentral as a staff member 2. Go to Contro...

We created a grant using the same profile as usual, but changed the address of the organization in the grant in FIMS on the contact tab. The grant on DonorCentral is still reflecting the organization's primary address and not the address that was en...

Description of Issue: DonorCentral shows an outstanding negative total on the fund page when selecting 'this year' as filter but not when using the filter of 'All'. The items included in the custom total were paid and should not show negative for...

Gift shows in gift listing for fund but not in the fund activity report. T accounts were not used,  just the regular contribution GL accounts were used as with other gifts. Answer: This issue occurred due to the correct fund not being select...

The grant totals by recipient pie chart in DonorCentral is showing the same grantee but with two different spellings. We merged grantee profiles in FIMS so the grant listing is correct, but the pie chart never got updated. How can we update the pie...

I have a donor who is missing a fund in DonorCentral. The advisor can see some of the funds, but some are missing. Answer: If you have real time sync enabled, do the following: Change the DC level access for the fund that is missing for that ...

How does the Hide other donors' grant amounts feature work in DonorCentral? Answer: When you select this option, any grant details not pertaining to the logged-in advisor are filtered out, and only grant information — grant amount and payments —...

The "Transaction ID" field in the "Report" section of Fund Activity in DonorCentral that is normally the general ledger journal number is sometimes an entirely different (and seemingly unrelated) code. Answer: This issue occurs because activity o...

Advisors are not able to submit suggestions on DonorCentral due to the form being missing. Also, when going to Control Panel > Recommendation form and nothing shows except error in the bottom right: Answer: This issue has been resol...

Advisors are still able to submit recurring suggestions after unchecking 'Allow donors to recommend and manage recurring recommendations' in Site Configuration. Answer: This issue occurred after migrating DonorCentral to SKY 5 and has been res...

When automated emails are sent out from DonorCentral, what triggers an automatic email and is there a schedule for when they are sent?   Answer: There are 5 automated emails in DonorCentral:   Welcome emails are automatically sen...

On the suggestion form, the section labels are missing, how can I get those back? Answer: Edit the form and uncheck the checkbox titled 'Hide Label' Save the change on each section Then scroll all of the way to the bottom and click Save Form ...

When logging into DonorCentral, the log in page is missing the logos and verbiage as set in Control panel\Site configuration\Login page and branding. Answer: This issue is resolved. Steps To Duplicate 1. Go to DonorCentral URL 2. On log in pa...

When clicking Program Expenses, an error appears: get account drilldown detail failed Answer: The fix for this issue was deployed on 1/25/2022. Steps To Duplicate Log into DC as advisor or view as advisor Go to Fund page Click on Prog...

I see that there is a new feature called Custom Branding, can DonorCentral use that? Answer: No, at this time DonorCentral does not have the Custom Branding feature.

Nothing happens when clicking on the Recommendations tab of DonorCentral while working on an iPad or iPhone. This also happens with other tabs as well. Answer: This is caused by browser settings that block third-party cookies, third-party cooki...

For multiple browser many times the banner does not load (Funds, grants, etc.) in DonorCentral. This issue occurs in Chrome, Mozilla and MS Edge Answer: This is caused by browser settings that block third-party cookies, third-party cookies mus...

When a Donor logs in to DonorCentral, they see a gift listed twice that was processed only once. Answer: This issue was resolved for the customer who reported it.  This issue was caused by the DonorCentral upload not having been run for some...

When submitting a recurring suggestion in DonorCentral, the following error occurs: 'Existing Organization ID Should not be Empty'   Answer: This error occurs due to the charity name having been changed and the original grantee no longer e...

When submitting a saved recommendation in DonorCentral the message, 'This charity no longer exists. Please select another recipient' occurs. Answer: This message occurs when a user attempts to submit a saved recommendation for an organizatio...

When making a grant recommendation on DonorCentral, there are certain information (text) boxes that can display helper text when you hover the cursor over the question mark. In some cases, this helper text can be blurred. This is an example: ...

When donor logs into DonorCentral and then clicks Grants, they are receiving the error 'Insufficient permissions' appear twice at the bottom of their screen. Answer: If you have this issue, create a support case. Steps To Duplicate Log int...

When loading DonorCentral on a mobile phone the image width does not shrink and remains the same width as it would be on a computer. Answer: This issue has been fixed for most sites. Some sites may still have this issue which is due to the h...

Advisors are getting Grant Approval Emails even though those Emails are Disabled. How can I turn those off?   Answer: Automated emails are not really disabled until the Disabled flag shows as below. If you do not see that flag, enable the e...

When following the steps in the Drag and Drop Gift and Grant Documents into the Document Module document, documents attached to grants do not appear on the grant letters in DonorCentral.   Answer: This occurs when the grant number on t...

In the Monitoring section of DonorCentral, the data upload status is stuck at Transfer Complete and has not moved to Processing Complete Answer: This issue is addressed in FIMS 14.73 Steps To Duplicate Log into DonorCentral Go to Control P...

When clicking into a batch in DonorCentral, the batch shows 0 records but the main pages shows a count.   Answer: The fix for this issue was deployed on 8/24/2021 Steps To Duplicate Log into DC NXT Go to Control Panel\Fund Statemen...

When clicking view fund statements for all periods the statement does not load and green circle appears and stays and statement never loads. Answer: This issue was resolved for the customer who reported it and was caused by an issue with an old b...

When a donor/advisor or foundation member viewing as advisor tries to make a grant recommendation for a new grantee, the process never completes. The advisor fills in the required information but after clicking Submit at the final step, nothing happ...

In DonorCentral, the First Access date that is assigned to users in Site Administration is the exact same as the Last Logged In Date. First Access (when the individual signed in for the first time) and Last Logged In (when the individual last sign...

When Submitting Recommendation in DonorCentral, the new charity name does not appear on the review screen like it does for existing charities. Answer: This issue has been addressed. Now if the user chooses the option to add a new charity, the new...

When going to Control Panel\Site Administration\Recurring Recommendations, if you attempt to re-open a disabled recommendation when you click the button nothing happens. Please see the following article that outlines how recurring recommendations b...

I see recurring suggestions in Disabled status in DonorCentral. What does that status mean and how did they get in that status? Answer: Disabled is the equivalent of being deleted which can happen if a user\advisor or fund, or grantee associated ...

When I open Microsoft Word, I don't see the macros for creating the PDF statements to upload to DonorCentral. How can I get those?  Answer: There are two ways to install the DonorCentral macro, from FIMS and manually if for some reason the ...

How to create a fund statement in Microsoft Word, merge individual statements, and create PDFs to upload statements to DonorCentral. Answer: The attached document walks through the process of creating fund statement merge templates and creating i...

You can upload fund statements to DonorCentral several ways: 1. From FIMS using the Tools > System Utilities > Donor Central > Upload DC Fund Statements described in this document.  This method allows you to upload existing PDF fu...

I would like to upload gift, pledge and grant letters to DonorCentral and have donors be able to see them, how can I do that? Answer: The Document Module in FIMS enables you to link and upload gift, pledge, and grant payment letters to the relate...

After logging into DonorCentral and landing on the Home page, users see the message appears on the top of the browser, 'Your Connection to this Site is not Fully Secure'. Steps To Duplicate: Users navigate to DonorCentral site Sign in On h...

A donor enters a $1200 to be paid in 3x $400 payments annually for three years. They want this to look like a single $1200 grant with a payment schedule of $400 each year for 3 years. Right now it is looking like 3 different grants, each in the amou...

When viewing the details of the "Gifts" bucket on the Fund Info page you can see the full address as it comes from FIMS, however, upon export, the last line containing the city, state, and zip from the address does not export. Answer: This issue ...

Donor address is being displayed regardless of how the settings in FIMS are configured. If the setting for Export_Donor_Address in Tools\System Utilities\DonorCentral\DonorCentral Options is set for no, the address lines will still export to DonorCe...

I need to add a select prior recipients dropdown to my recommendation form in DonorCentral, how can I do that? Answer: How to add the Select Prior Recipients Dropdown to a Form   In DonorCentral, go to Control Panel > Recommendation Fo...

When adding or editing a card in DonorCentral this error may appear in the bottom right-hand corner of the window. Steps To Duplicate: Log into DonorCentral On the Home Page click to 'Add Card' under Explore Opportunites OR click to open exist...

After setting a maximum limit on the number of characters within the Grant Purpose field, no error appears when exceeding that limit and the user can continue through with creating the recommendation. Steps To Duplicate: Log into DonorCentral ...

Donors receive error: Application Exception Edit file metadata failed when trying to recommend a grant in DonorCentral. Steps To Duplicate: 1. Log into DonorCentral 2. Click recommend a grant 3. Fill in fields 4. Click Next 5. Error: submit form ...

When any user views the dashboard in DonorCentral the following error shows in the bottom right corner of the webpage: Application Exception Edit file metadata failed. Steps To Duplicate: Sign into DonorCentral Go to the Dashboard page  ...

I would like to update the picture and some text on our DonorCentral Login page how can I do that? Answer: For DonorCentral NXT, there are limited changes that can be made on the log in page, and at this time no custom work is being done on the l...

I deleted an application from FIMS per our Donor's request, but it still shows up on their DonorCentral Fund Summary Page as a Pending Suggestion. How do I remove it?  Answer: Pending Suggestions can be removed from within DonorCentral by de...

When attempting to log into DonorCentral, the following message occurs: Answer: This message is given by Auth0 and based on this auth0 article this error can be caused by the user having incorrect time set on their device. For example, if y...

When doing the External Statements process to create fund statements and upload those statements to DonorCentral, the process says it was complete and that the statements were uploaded to DonorCentral, but when I go to DonorCentral, the statements a...