Troubleshooting & Frequently Asked Questions (FAQ)

If a spouse relationship is missing on the Core record, the integration triggers Raiser's Edge to update that record to match. This occurs for all record types the integration syncs. Alums and faculty records need their spouses added to Core if they are tracked in Raiser's Edge, otherwise, the integration will divorce them since the spouse is not listed at the time of the sync.

Core uses gender neutral terms for relationships (such as Parent, Child). However Raiser's Edgecan be gender specific (such as Father, Mother, Son, Daughter). You might also track gender in Core, but you do so with a field that is not connected to relationship values.

When you configure Connect Raiser's Edge settings you can map what the end result in Raiser's Edge should be. (If in Core Gender = Male and Relationship = Parent, then in Raiser's EdgeRelationship = Father.)

But, if gender is not a field tracked in Core or if it is missing from specific records, then Connect Raiser's Edge can't convert the gender neutral relationships into gendered relationships. Thus, a new gender neutral relationship will be added to Raiser's Edge.

Where matching is necessary, Connect Raiser's Edge is designed to match the text of relevant fields.

If the text for the Business Name or School does not exactly match the one on the linked Raiser's Edge record, the integration adds a new relationship.

However, if it finds an exact text match, it updates the associated fields in Raiser's Edge with the data from Core.

If business relationship information exists in Core but no Business Name is listed, the data is treated as valid data.

Business Name is not required in Core but is required in Raiser's Edge.

Since the business name is missing from Core, when Connect Raiser's Edge sync data for the relationship, it enters "N/A" as the required name field in Raiser's Edge.

When you merge records in Raiser's Edge, usually one record was initially linked to Core and one was not.

For example, assume record A is linked to Core and record B is not.

• If record B is merged into record A, no action will need to be taken.

• If record B is merged into record A, then the unlinked record remains. The next time there is an update for this record in Core the integration will ask you to match the record to Raiser's Edge again and then the update will process as expected.

When you preview updates, you may notice data that you do not want to send to Raiser's Edge -- such as a typo from Core.

It is not possible to reject individual changes or to edit a small piece of data using the preview function in the Connect Raiser's Edge plugin.

Instead, update the records in Core first. Then reload the Connect Raiser's Edge plugin to avoid updating Raiser's Edge incorrectly.

Under Key Metrics, updates and new records that have come into Core since Connect Raiser's Edge was enabled or last run appear.

It is not possible to select individual updates or records for processing.

Instead, all records and updates will be processed at the same time when you select Process Now.

This is necessary because of how information for relationships and shared addresses are handled. The plugin needs to process everything in bulk. If it did not process them at the same time, the integration would risk updating Raiser's Edge with incorrect data (relationships are incorrectly updated, addresses are unshared).

The Raiser's Edge option for Send Mail is not a field that is synced with Connect Raiser's Edge.

If address sharing is broken or if a new address is added for any reason, then the option for Send Mail is activated by default.

Typically when this occurs, a previous address exists in Raiser's Edge which is the same (duplicate) as the new preferred address. The new preferred address does not have the Send Mail option marked, since the value was previously selected directly in Raiser's Edge.

Addressee and Salutation fields are not are synced with Connect Raiser's Edge.

When the record is added in Raiser's Edge the business rules in Raiser's Edge should create the Addressee and Salutation information within Raiser's Edge.

Currently, if your school uses specific salutations in Core which need to be brought into Raiser's Edge (and are not created by business rules in Raiser's Edge) you'll need to use a manual process to update the information into Raiser's Edge.

The Has no valid address field Raiser's Edge is not updated when Connect Raiser's Edge syncs data from Core.

There is no directly equivalent field in Core.

If an address that is the valid address is Raiser's Edge is then removed from Core, the Has no valid address field in Raiser's Edge is not automatically selected. The addresses are updated, even though this specific checkbox is not.