Troubleshooting and Support for the Blackbaud Anthropic Claude Connector

Connector setup is usually straightforward. For any issues, see these common problems and solutions:

Connection or login error

For example, you select "Authorize" in Claude but can't log in, or the connector doesn't appear.

Solution

• Use your enterprise Blackbaud ID with Raiser’s Edge NXT access; personal or unauthorized accounts won’t work.

• Confirm your Blackbaud admin has enabled Blackbaud AI, external connectors, and installed the connector app.

• If you don’t see the connector in Claude, an admin may need to add it.

• If you denied OAuth before, restart the authorization process.

“Unauthorized” errors or absent data

For example, Claude reports being unable to access specific information.

Solution

• You may be requesting data that your user account does not have permission to access. The connector will only display information that your Blackbaud credentials are authorised to view. For example, if you do not have access to major gifts or certain constituents, Claude will not be able to retrieve that data.

• Confirm with your Blackbaud administrator that your account has the appropriate permissions for the information you want to access. You might need to adjust security roles in Raiser’s Edge NXT.

Claude is unresponsive or displays unusual behavior

For example, if the entire Claude service fails to respond or presents errors that are not associated with your query.

Solution

• If there are issues with Claude’s platform, the Blackbaud connector will not work, as it relies on Claude.ai. These outages are beyond Blackbaud’s control.

• To check, try using Claude for other queries or visit Anthropic’s status page. If there is a service disruption, wait for Anthropic to resolve it.

Support Resources

Need More Help? If these tips don’t resolve your issue, use the following support options:

Blackbaud Support

For connector-related issues (e.g., missing data, configuration errors, or unexpected behavior), contact Blackbaud Support. Blackbaud manages the MCP integration and can assist with:

• Troubleshooting data access

• Connector setup and configuration

• Resolving interaction issues with Blackbaud data

Anthropic/Claude Support

For problems with Claude AI or your Claude account (e.g., login failures, interface errors, or AI behavior concerns), reach out to Anthropic Support or your internal Claude administrator. Blackbaud does not control Claude’s uptime or core AI functionality.

Documentation Access

This guide and related materials are available within Claude, under Connector Details, Help. Always check for updates to ensure you have the latest integration guidance.