[DrewAllen]

There is a bug with Crystal XI reports in Raiser's Edge 7.81 (7.81.1334.15) and probably other versions. If you create a custom report in Crystal XI, and create a shortcut to that report on your home page, the report will not run, because the home page uses the Crystal 8.5 runtime only.

Just one more case where BB provides new functionality without checking how it impacts other related parts of the program.

Drew

[DrewAllen]

This is why I never use Blackbaud Support unless I have to. I created a case where I specifically said that "The report will not run, because [the home page is] using the Crystal 8.5 runtime rather than the Cystal XI runtime."

The support person was able to reproduce the problem and got an error message saying that the file was "missing or corrupt," so they wrote back saying that " It appears to be an issue getting to the Report, but just from the Home Page," so now they're trying to figure out why the runtime can't find the file when it should be obvious that the runtime can find the file, it just can't read it because it's in a newer format, especially since I already stated that it was using an outdated runtime.

Drew

[Vinojd1]

Patience Drew - patience - with those lesser mortals (have you ever
considered offering your expertise to BB as a Consultant?) :-)



Jim DiGiovanni
Application Manager, CSM
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________________________________

From: Blackbaud User Society [mailto:driver@blackbus.org]
Sent: Thursday, January 31, 2008 3:01 PM
To: DiGiovanni, Jim
Subject: [Crystal Reports-t-3042] RE: RE Bug with Crystal XI reports



This is why I never use Blackbaud Support unless I have to. I created a
case where I specifically said that "The report will not run, because
[the home page is] using the Crystal 8.5 runtime rather than the Cystal
XI runtime."

The support person was able to reproduce the problem and got an error
message saying that the file was "missing or corrupt," so they wrote
back saying that " It appears to be an issue getting to the Report, but
just from the Home Page," so now they're trying to figure out why the
runtime can't find the file when it should be obvious that the runtime
can find the file, it just can't read it because it's in a newer format,
especially since I already stated that it was using an outdated runtime.

Drew

[Spencers]

We've experienced this same issue, using RE 7.81.1334.10. We also use favorites (from the Menu bar) which also results in the same error. One solution is to select "Open Report" from Default Action instead of "Preview Report." Then selecting preview, displays the report. It's an extra step but seems to work ok.

[Doug Creek]

I think we need to start pushing for a way to identify some of us as "power users", or in some cases depending on what support rep you get, "God"/"Goddess" because I repeatedly have this problem. Every time I submit a case, I have exhausted anything that I can think of to fix the problem and usually tell them exactly what it is, and still get the run around...

My favorite is where they ask you what knowledgebase articles you've reviewed and you list them, then you get an email: Take a look at XYZ knowledgebase article, it should fix your problem. I love emailing them back: "Already did that, next..."

Quote:

Originally Posted by DrewAllen

This is why I never use Blackbaud Support unless I have to. I created a case where I specifically said that "The report will not run, because [the home page is] using the Crystal 8.5 runtime rather than the Cystal XI runtime."

The support person was able to reproduce the problem and got an error message saying that the file was "missing or corrupt," so they wrote back saying that " It appears to be an issue getting to the Report, but just from the Home Page," so now they're trying to figure out why the runtime can't find the file when it should be obvious that the runtime can find the file, it just can't read it because it's in a newer format, especially since I already stated that it was using an outdated runtime.

Drew

[DavidZ]

When I find a bug with the API I never go through Case Central. If I do the case ends up with a UK support person who only refers it to someone in the States. I always email DSSupport directly. Is there not a Crystal support equivalent?

David

[Peter Gulka]

crystalhelp AT blackbaud.com

[DrewAllen]

Quote:

Originally Posted by DavidZ

When I find a bug with the API I never go through Case Central. If I do the case ends up with a UK support person who only refers it to someone in the States. I always email DSSupport directly. Is there not a Crystal support equivalent?

But this isn't really a Crystal problem, it's an interface problem. The RE home page is making the wrong procedure call.

Drew

[Elaine Tucker]

This is why I love the BUS!

[Elaine Tucker]

Oops HIt post when I still wanted to type...

I created a crystal report on my desk top (running 8.5) and sent it to our Admissions office. They added it to their custom reports window in EE and can't run it -- receiving similiar errors.

Could this be the same issue?

[DrewAllen]

Quote:

Originally Posted by Elaine Tucker

I created a crystal report on my desk top (running 8.5) and sent it to our Admissions office. They added it to their custom reports window in EE and can't run it -- receiving similiar errors.

Could this be the same issue?

It doesn't sound like it. My reports run fine from the custom reports section, but not from the home page. I'm guessing that the problem with the Admissions Office reports is one of the following:

• You're saving the export file in a place where they don't have rights, so they can't overwrite the file.
• They have different drive mappings, so the path you used for the export does not correspond to the path they use.
• The person who added the report to the custom reports section of EE saved the Crystal Report on their hard drive and added it from there instead of from a shared drive, although EE should be storing a copy of the report in the database, so this is unlikely to be the problem.

Drew