Registration failure

[Ric Lawson]

I put together an event, tested it and launched it. It was working fine. I went in and made some tweaks, and then test. Now I get a force.com authorization error after the registrant clicks the "continue" button. What is going on? The event is approaching and we have a big holiday weekend coming up where we are driving people to register. I NEED THIS TO WORK NOW!

You were given access a while ago and still have it for 18 days. Our SF ID is 00Do0000000I9JC.

Please help ASAP!

[CnP.Support.AM]

Good day @Ric Lawson

We have fixed it and it is working now.

Please check and let us know if we can be of any further assistance.

[Ric Lawson]

I sent the following via e-mail as well, but just to be complete:

First off, thanks for being so responsive to our critical need for fixing the app. We ran the verification and tested the registration interface and all worked as expected.

A couple issues, however. We have been caught behind with outdated CnP SF app versions on numerous occasions. We don’t seem to be getting notification of these updates and can’t control their implementation. Why are we not automatically updated by you since you control the update anyway? Almost all other software I use works this way.

Could we at least get notification that an update is available? I noticed on the verification page that there is a list of emails for error notification. My colleague and I are both on that list, but never received an email. It is very troublesome and frustrating to only learn about an update when an error occurs in the older version.

Thanks.

[CnP.Support.AM]

Good day @Ric Lawson

Given our clients may be in the middle of a fundraiser we do not push our updates automatically. Majority of clients want to have control over when an update occurs to make sure nothing breaks their existing code. In case of event, if an event is going through active registration the update will take the event offline during the update which again will interfere with the event's registration.

We post each & every update in the News section. We highly encourage our clients to subscribe to this channel to learn about updates: https://forums.clickandpledge.com/forum/news-announcements-release-notes/news-announcements

Once you subscribe to above channel you will get notification email upon each activity at News & Announcements section.

Simply post your request here and we will gladly update you at no cost: https://forums.clickandpledge.com/fo...ade-assistance

The error section which you are referring to is to get a notification for data posting issues to your Salesforce instance.

Hope that answers your questions. Please let us know if we can be of any further assistance.

[Ric Lawson]

The link you sent was bad, but I found the forum.

So, let me make sure I have this clear. We see that you post to your news forum that you have updated the app for SF. We then are supposed to reach out to you somehow and ask you to update our installation specifically? Your announcements don't make clear: 1. we should do that, 2. who to contact, or 3. we'll have to open access for you. We've been using CnP for years and this is the first time we've been informed of this process. This seems to be a very unorthodox and inefficient way to do application updates. I utilize probably over 100 apps and no one else updates this way.

[CnP.LiveSupport.AB]

Hi Ric,

Yes, once you have subscribed to the News and Announcements group, you will receive an email when we post about updates.

1. You are right - the posts in the News and Updates list updates in each release, but traditionally have not included instructions on how to upgrade. I will bring this up when we meet on Monday.
For your reference: General Information: Install or Upgrade Click & Pledge Apps in Salesforce

2. I will review our AppExchange listings to make post-installation services more clear. We could require that you contact us directly for installation, but we have opted to allow you that continued freedom. It's the post installation that becomes an issue (explained below).

3.Of course you have to open access for us to do your upgrade to Salesforce. Salesforce is a very secure system, changes to it can only be made by your organization's users- but Salesforce has provided a simple way to grant limited access to apps for support.

So why are C&P apps different? Our apps publish content stored in Salesforce to the public.
You upload images to Salesforce for autoresponders, but they have to be publicly available for the email recipient to see them in the email. The Events app uses Salesforce sites to create a publicly available, secure website, so the site user must have permission to write information back to the objects inside Salesforce through the site.

Salesforce quite reasonably does not allow its App Partners to edit user permissions via code. But our apps require significant permission modifications to function. Most nonprofits don't want to pay extra to hire a consultant to apply special permission sets. There is also no way to programmatically set up the Salesforce site. So we offer post-installation to our clients at no charge. But there is no way of getting around the tedium of manually granting access to Salesforce to make those changes.

I agree, flagging us to complete the upgrade is overly arduous. Towards that end, I am looking to add information about creating the forum account and its importance to our account introduction emails. I am also pushing for a easier way to make the request.

So I do understand your frustration, but some of this is 'the nature of the beast'. As a former nonprofit Salesforce Admin, I know Click and Pledge gives more support at a lower cost than most in the Salesforce nonprofit community. Salesforce is truly an amazing option to nonprofits - one data location and many app options is a glorious promise that sets high expectations. It's quite a let-down when nonprofits realize the planning, data management, and customization required for all that extra flexibility and integration.

But I always believed it was worth it, and hope you'll come to appreciate the lengths our team takes to help you succeed. Thank you for your suggestions, I will use them for future proposals.

Sincerely, Amanda

Click&Pledge Customer Advocate

[Ric Lawson]

Thanks for the detailed explanation, Amanda. I think I understand the issue now and appreciate you working with programmers and communication to make the update process more clear. That would certainly help us avoid some emergency problems in the future. I think you are correct that a lot of (most?) your users do not hire consultants for C&P updates, so communication and instruction needs to be easily understood by non-techs.