Troubleshoot Fundraising and Engagement

This article lists known issues, error messages, and tips to help you troubleshoot Fundraising and Engagement in Microsoft Cloud for Nonprofit.

Known issues

Activating an inactive payment method

Deactivating a payment method is permanent and can't be undone. The payment method token is cleared after you deactivate the payment method. You can't activate a deactivated payment method, because Fundraising and Engagement doesn't store the credit card information on the payment method. You need to complete the tokenization process again and add the credit card for the donor from the Add Credit Card page.

To add a new credit card:

1. Select Contacts from the Relationships section.

2. Open the contact you want to add a new payment method for.

3. From the top menu, select Add Credit Card.

   

4. Fill in the details for the credit card and select Create to add a new payment method.

Daylight saving time effects on recurring donation payment schedules

For recurring donations that process on a certain day of the month, the next payment date could display one day earlier in the label because of daylight savings time schedule shifts. This issue is more likely to happen in UTC (Coordinated Universal Time) + time zones because the time shift reflects a change in UTC time.

Fundraising and Engagement doesn't work with Dynamics 365 Sales Pro

The Fundraising and Engagement solution has a dependency on Dynamics 365 Sales Enterprise. If you try to deploy it into a Dynamics 365 Sales Pro environment, it can't access important entities, because the Sales Pro license is limited to 15 custom entities. For more information about licensing, go to Dynamics 365 Licensing Guide.

The configuration record and security roles control visibility

If a user can’t see parts of the system, or if the web resource forms appear not to work, ensure you configured the component properly in the configuration record. Ensure the user has the proper security roles. For details on the configuration record and the security roles, go to Security roles.

Receipts, thank-you letters, and invoices require a preconfigured Dynamics template

Throughout the system, there are opportunities to generate physical receipts, thank-you notes, and invoices. These functions only work if you've preconfigured a Dynamics template in your environment. Without a preconfigured template, nothing happens when you select those options.

For information about preconfiguring these templates, go to Create a template.

Transaction or payment schedule processing doesn't complete

If a new transaction doesn't complete after you select the Process or Save button, it's due to configuration errors. Transaction and payment schedule record processing requires a payment processor on the user's configuration record.

Setup considerations:

• Each user requires one configuration record.
• Each configuration record requires at least one payment processor.

To resolve this issue:

Note

If you can't check any of the following settings, you may need to contact your system admin.

• Ensure that you have a configuration record assigned. If you don't, then you need to assign a configuration record.
• Ensure that you have a payment processor set up in your configuration record. If you don't, then you need to assign a payment processor to your record.
• Check the Azure portal and ensure that all the functions are running.

Important considerations:

• The payment processor entity is required, whether or not you're using an integration to the payment gateway. If a payment gateway isn't available, the payment gateway field is optional and not required. For more information about payment gateways, go to Configure Fundraising and Engagement.
• You need a payment processor even for cash transactions. For cash transactions, the payment processor doesn't need to be fully configured with a payment backend. It’s enough to just have a payment processor entry associated with the configuration record.

Opportunity stage history has an incorrect initial record

The opportunity stages default to Qualify as the first stage, which creates a default entry in stage history for Qualify even if you customized the stages.

As a result, the Qualify stage is already recorded even when it's still in the Identify stage, which results in a duplicate when the Qualify stage comes up.

Error creating new transaction from Donation Information table

When you add a new transaction from a contact's Donation Information view using the New Transaction button, you might encounter the error: A failure occurred in Web API in Dynamics 365.

To avoid this error, create transactions using the Add Gift button in the ribbon above the contact view. A Microsoft partner can help you disable the New Transaction button in the Related Transactions area.

Identifier field is empty in a new payment schedule

The Fundraising and Engagement solution doesn't support functionality outside of model-driven apps. Information submitted via a portal fail because the JavaScript functionality runs inside model-driven apps. Important identifiers are missing inside the portal, which causes the transactions to fail. Although not supported, you can implement JavaScript on the portal or via a plugin to add any identifiers.

Error messages

ISV error on record save (exception logged in the Web API)

A foreign key construct violation is a common error for any system that uses a disconnected architecture. This error occurs when a related record isn't in the Azure SQL database but does exist in Dynamics 365. From the available related records on the form that is presenting the error, make a change on the related record to trigger the update to Azure and correct the problem. If you're unsure about which foreign key exception occurred, use the logs form in the Web API in Azure, which lists the constraint.

ISV error on record save (no exception logged in the Web API)

When an ISV exception occurs and no corresponding exception is logged in the Web API, this error means Dynamics 365 can't get to the Web API at all. There are various reasons this error can occur. To resolve the issue:

• Ensure that the user experiencing the error has a configuration record set on their user record.
• Ensure that the database tables were created using the migrations in the project.
• If the Web API URL appears in the configuration record, remove it. For more information about the deprecation of the Web API URL and API Padlock fields, go to Configuration record prerequisites.

When building the Fundraising and Engagement managed package using the solution packager, developers and database administrators might experience a series of warning messages displayed by the utility that look like:

Following root components are not defined in customizations:
  Type=’SystemForm’, Id (or schema name)=’{00a8af62-bfa3-48b4-abc7-f81e7456fb1e}’,
  Type=’SystemForm’, Id (or schema name)=’{01d7135d-ba58-433d-8f5e-6b681ad4d450}’,

These warnings are known, and you can continue. If you continue, the managed package should deploy as expected.

Webhook call failed error when updating Visa payment

The error The webhook call failed because the http request received nonsuccess http Status code. Check your webhook request handler. occurs if the credit card details didn't update correctly.

To update existing credit card details:

1. Select Contact from the Relationships section.

2. From the top menu, select Update Credit Card

   

See also

Use Fundraising and Engagement