How can I troubleshoot my DonorCentral Upload if I am a Self-Hosted Customer?

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 to run daily. The steps below are for self-hosted customers. If you are hosted by NPact, you can reach out to support who will contact our hosting department on your behalf.

In order to find out why the data is not synching, we will need to find out which piece is not working or if both are not working.

1. Check to see if your upload ran successfully by logging into DonorCentral and checking the status and the last date and time when data was uploaded from FIMS into Donor Central.
 

• Note, in DonorCentral you will not get an email as to whether or not the upload was successful. 
• There should be a check mark if the data upload from FIMS was successful, if there is not a checkmark that means that the upload was not completed.

• For DonorCentral NXT there will be an additional folder to look in \npo\found\eadvisor\history\NXT. The eadvsior\history\NXT folder only contains files that were different between DCv4 and DC NXT.
• This History folder is the first part of the upload process. Data is extracted out of FIMS for later upload to DonorCentral and placed into the History folder. These files are the actual data that is exported out of FIMS and should have the time and date stamp from when the upload process was run either manually or via the scheduled task. If the time and date was not updated since the last time an upload ran that means that the data export out of FIMS never took place.

• This is the 2nd part of the upload process which is where the data files in the History folder are uploaded into DonorCentral. 
• This is the FTP log that will document whether or not the files were actually uploaded into Donor Central. Look for the latest log file and open it to see the results. It will be named in this format: DC_Transfer_2010_11_29.log where the date is the date where the FTP process ran.
• If the task was successful it will say DC Transfer Complete at the end of the log and there should be no errors.
• Sometimes the FTP log can show a successful upload but yet the data did not upload into DonorCentral as evidenced by looking at the upload status in DonorCentral. In this specific instance, there is usually a data error with a specific record that causes the upload to not take place.
• In the instance where the FTP log shows a successful transfer but the data did not really upload into DonorCentral, look at the dn_master.txt file located in \npo\found\eadvisor\history\NXT for errors. If you find an error, contact support.

4. How to run a manual sync from FIMS to DonorCentral.

       

a. Check the Windows account that is being used to run the scheduled task. Did the password change? Does the Windows account have the proper permissions to run the task? What happens if you try another Windows account?
 

b. Check the history of the scheduled task on the server and see if it ran successfully or if there were errors when it ran. You can also run the scheduled task on demand and see if it produces results as noted above in the History and FTP folders. One common error is "Task Scheduler failed to start task for user (username)". This typically means that the account running the scheduled task does not have permission or that the password for the account needs to be updated in the scheduled task after it was changed. Your IT person can address this issue for you.
 

c. Edit the bat file located in \npo\found\eAdvisor named 'eAdv-export.bat' (which is what the scheduled Donor Central Upload task uses) and make sure that there is no back slash before gui. It should be -p gui, not -p \gui as below:            %dlc%\bin\prowin32.exe -ininame %FIMSini% -p gui\eadvisor\Export.p -assemblies ..\assemblies
 

d. Check the found.lg file located in \found\dbfiles\found.lg to see if it connected to the database or if it did connect but no user logged in then it disconnected.
 

e. Look at the System Users Report under Tools | System Utilities | System Reports. See if the password for FIMSInternal has changed. You can reset the password for the FIMSInternal user by doing the following:             From Tools | System Utilities | Run Procedure,  run gui\system\XAddCall.p
 

g. Try running the .bat file from the command prompt to see if it will run
 

h. If you find that the DC upload process did not take place when the scheduled task ran on the server the last time it was supposed to run you will need to look at the scheduled task to be sure it is configured correctly. See the following article for instructions on how to set up the scheduled DonorCentral upload task:
How do I set up the DonorCentral Upload as a Scheduled Task on my FIMS Database Server?