You may experience a problem using an application hosted by Blackbaud Hosting Services under one of these circumstances:
- You are using a device with a touch screen, such as a laptop or tablet (i.e. Lenovo Ultrabook or Lenovo Yoga)
- You are using a high-resolution display (i.e. greater than 1920x1080)
- You have an external monitor attached to your laptop or touch screen device
Under these circumstances, the application window may freeze, flicker or cause the mouse pointer to move erratically. You may also not be able to click or type into a field. Content goes here
To resolve this issue, perform the following steps in order. **NOTE** each of the following steps only needs to be performed if the previous step does not resolve the issue, thus if the first step resolves the issue, do not continue on to the second and third:
Step 1: Change the Window Size for your Applications
- Log in to Blackbaud Hosting Services
- Click Settings at the top of the webpage
- In the User Experience section, change the "Window Size" dropdown to "No preference"
- Click Save
- Launch the Hosted Raiser's Edge application
Step 2: NEW
Screen Preferences is no longer in 'Settings.'
Following the upgrade we can follow these steps to change the screen preferences.
- Right-click Citrix Workspace from the notification area.
- Select Advanced Preferences and click DPI settings. The DPI settings dialog appears.
- Change the settings as required. By default, the option Let the operating system scale the resolution is selected
- Click Save.
- Restart the Citrix session for the changes to take effect.
Note: If the above steps doesn't resolve the issue continue
Step 3: Install the Latest Version of Citrix Workspace
- Install the latest version of Citrix Workspace from Citrix which includes the latest bug fixes and updates that may increase compatibility with high resolution screens and touch screen displays. If unsure how to do this, contact the SHU Service Desk for assistance.
Step 4: Same DPI
- Use the same DPI between multiple monitors as a workaround.
- Go to Control Panel - Adjust screen resolution - Make text and other items larger or smaller - Check "Let me choose one scaling level for all my displays"