Web Connect Troubleshooting
(copy of details in V4 Technical Items)
Changes made in Donor Strategy are not having an effect on the website.
Configuration changes (Field Mappings, Lists etc.) require the Configuration to be re-sent to Web Connect;
- Open the 'Web Connect' navigator item,
- click 'View Publish Queue',
- enter the 'Config Data' tab and click 'Republish'.
This operation can take around half an hour.
If the issue is with actual data (Contacts, Events, Memberships) then it may be an issue with the Web Publishing Server.
- Open the 'Web Connect' navigator item,
- click 'View Publish Queue' and then select the tab representing the type of data.
You should be able to find the relevant ID in the list (e.g. ContactId of the contact), and see the status of the transfer.
- If there are significant amounts of records with status of Pending and this condition does not change over an hour or so, it is worth restarting your Web Publishing Server.
- If there are records with 'Failed', please contact Support with the exact error message (a screenshot is often helpful).
Users cannot Login
Problems with users not being able to log in are usually due to one of two issues:
If the error is 'Sorry, your contact record cannot be found', this means that there was a problem transferring the Contact to Web Connect.
You should be able to solve the problem using the above method ('Changes made in Donor Strategy are not having an effect on the website').
If the problem is that the username and password are rejected it is likely this is due to human error when entering the password. Please make sure that the password is entered in a case sensitive manner and there are no extra spaces at the beginning or end.
Changes are not appearing in the Change Log
Changes are brought into Donor Strategy by the Web Publishing Server; it is worth restarting this service if it appears that data is not being downloaded.