Act! Premium for Web v20.1 Outlook Integration Fix

Act! Premium for Web v20.1 update 7 had issues arbitrarily kicking out users of the database.  This was solved rolling back to update 5 on the web server, but Outlook integration still had issues.

Our hosting partner found this update works for the local workstations.  Here is the user guide on how to configure the software.  It’s a best practice to uninstall the previous version of the integration tool before installing this.


Act! v20.1 Outlook Synchronization Best Practices

Act! and Outlook 2016Here is an article on how to prepare the upgrade as well as a video on the contact sync module.

For optimal performance, Office 365 subscribers need to change the update channel (aka frequency) for Outlook updates.  Sometimes, Microsoft moves features ahead of Act!’s development.

Microsoft KB – Version and build numbers of update channel releases

https://support.office.com/en-us/article/Version-and-build-numbers-of-update-channel-releases-ae942449-1fca-4484-898b-a933ea23def7

Microsoft KB – Overview of update channels for Office 365 ProPlus

https://docs.microsoft.com/en-us/DeployOffice/overview-of-update-channels-for-office-365-proplus


Act! v20.1 Review

Act! and Outlook 2016Swiftpage released Act! v20.1 on 3/22 in the US market. v20.1 focused on a few key areas:

  1. Rebuild Outlook integration for e-mail, contact and calendar sync as well as mail-merge functions.  80% of our help desk relates to the e-mail history not recording properly to Act!, and this update addresses this problem.
  2. Enhance Act! Insight, the new report writer.
  3. Create custom tables. For example, you can create a list of multiple insurance policies someone bought over the years under one contact record. Until now, you had to use third party products to make this work. Or, you had to make a large grid in the contact record that wasn't easy to search.
  4. Offer North American and Saturday phone support.

For this updated Outlook integration to work, you must have Outlook 2013 or newer installed as cited in the system requirements.

Should you upgrade ? First and foremost, make sure you have Office 2013 or newer; then, we'd have to see what business processes need improving to make the call since we last spoke. Sometimes, we can leverage what you have and just bolt a plugin to your system. Or, we just train you on a feature you may realize you didn't have within Act!.


E-Mail Merge for Custom Form Letter Crashes in Act!

Act! and Outlook 2016I have witnessed Act! crashing when performing a mail-merge for a custom form letter in Act! to be sent via Outlook.  In this case, the merge works a couple times, then it chokes with Act! crashing.  Here is one possible cure.

  1. Close Act!
  2. Close Outlook
  3. Close Word
    1. Go to Task Manager (Start -> Run -> Taskmgr)
    2. End all instances for Microsoft Word (screen shot)
    3. Close Task Manager
  4. Find "normal.dotm" using Windows Explorer
    1. Press Windows Start -> Run -> %appdata%
    2. Find the directory C:\USERNAME\appdata\roaming\microsoft\templates
    3. delete normal.dotm
  5. Restart Act!
  6. Restart Outlook
  7. Test the Mail-Merge

Please note if you are on Act! subscription, this common tech support is covered by their phone support if this article is unclear.  Or,  you can contact us for fee-based support for this issue.  This is just one possible cure for the mail-merge issue not working among the three programs (Act! + Word + Outlook).


Act! and Outlook Tech Support Check List

Act! and Outlook 2016This checklist outlines the most common solutions to solve Act! Outlook E-Mail integration:

Initial Checklist:

  • Make sure your version of Act! is compatible with Office, and you can use this chart to checklist to ensure your versions are compatible.
  • Office must be installed before Act!.  If this didn't happen, uninstall and reinstall Act!.
  • Until Act! v19, only 32 bit versions of Outlook are supported, and here is how you check your edition of Outlook. If you have to downgrade Office; then, reinstall 32 bit Office. Then, reinstall Act!.
  • Click to Run versions of Office are known to problematic, and here is the deep article to determine whether its present even if you installed a full version.

If you have Outlook 2016, and made a software update after June 13, 2017, read this before going further.  Many of these problems were solved with v20.1, and we recommend upgrading.

If emails are not recorded to Act! history, try these procedures:

Solution 1

  • For Office 2013+, re-enable the Act! Outlook Addin. Instructions

Solution 2

  • Sometimes, for reasons unknown, Act! trashes the user name/password setting.  Add the Act! Address book credentials back to Outlook.
    • From Outlook go to File -> Account Settings -> Account Settings -> Address Books
    • Select Act Address Book and press change
    • Enter the Act! user name and password
    • Restart Outlook

Solution 3

Solution 4

Solution 5

  • If only one e-mail didn't work, look at the history queue for individual messages' status

Solution 6

  • Re-Enable the Redemption Helper Extension in Outlook. Picture

Solution 7

If starting Outlook, and it states the "Act! Address book isn't found..Would you like to edit the settings ?" try one of these fixes:

  • Restart SQL. This usually applies to single user deployments or sync databases. Instructions
  • Click on Yes and change the settings to your current Act! file location, user name and password. If you changed the Act! user name or password or the path on the network where Act! is hosted, this error will come up.

Solution 8

If the above suggestions didn't work, here are additional articles from Swiftpage for history not recording to Act!.

Solution 9

Here are additional reasons on the address book not connecting from the Swiftpage website.

Additional Options

Here are the tech support options if these articles don't work:

  • If your company is on Act! subscription; then, you can contact Swiftpage at 866-578-7875 for phone support at no additional charge.
  • For Act! Pro clients, Swiftpage offers a $99/user/year support contract for Act! v18+. The number of users purchased must equal the number of licenses you own. So even if one workstation out of a five user license has this problem, a 5 user support contract must be purchased.
  • Use actkb.com as self-help tool
  • Acquire fee-based support from MondoCRM

Sometimes, we recommend a Outlook IntegrateR1 written by another consultant that is more stable and offers more features. For $30 a workstation + optional installation services, it's a good deal. Here is download to the trial version and manual. This program focuses on the recording of history to Act!.