Contact syncs are incomplete

[Miles Solo]

Good afternoon.   I have been using this product since its earlier iteration as Act Mobile.  Synching has been working without issues until yesterday (12-15). 

Since updating the Connect software yesterday, when I sync my Contacts from Act it does not send the full sync set.  I have 576 contacts in Act. The syncs result in varying contact counts ranging from 191 to 499 as counted on the portal and on the Droid phone - but never the full sync set.  I also notice that the Connect preferences shows a contact count of 575 (1 short of the actual contact count in Act). I have attempted recoveries numerous times and each time the contact counts vary wildly and are never the full set.

I have Act 2011 Pro (Hotfix 4) installed on a WinXP Pro (SP3) laptop using a high speed cable connection. I am using SageAct Connect to sync to the portal and to a Droid. I access the portal with Firefox 8.0.

I have removed and reinstalled the Connect module numerous times. I can find no obvious pattern of which contacts are not included.  I have not found any references to this issue in the Sage KB or on this forum.  As you might imagine - I need to get this straightened out asap.

Any thoughts??

[Miles Solo]

Problems continue . . .

As of today, syncing is not updating the calendar on the portal.  The contacts still only update an incomplete sync set.

I notice that the forum moderator does visit the site and has commented on connect issues posted after my first posting. Is the moderator a Sage Act representative?

[ghollister]

Hello Miles,
For the contacts, we have a reported issues that contacts with very long Note and/or History entries are failing to sync to the portal - this issue is currently under investigation. Change your sync preferences to sync 0 notes/histories to see if this is the issue. For the calendar, are none of the activities updating to the portal? You can try resetting the calendar in the portal, doing a recover from the Sage ACT! Connect PC client, performing maintenance on your database (Tools > Database Maintenance > Check & Repair), then syncing again.

[Miles Solo]

Grieg,

Thank you for your response.  I followed your suggestions and the syncs are back to normal operations!

If it is useful to your team in resolving the issue at its root, resetting the notes/histories to "0" first, resolved the calendar issue.  I had done the maintenance and the recovery of the calendar many time before resetting the notes/histories to "0" - and that did not fix the calendar issue.  After the contacts sync was fixed, then the calendar sync reset worked.

Thanks for your assistance -- and happy holidays . . .

[TheRefere…]

Hi Greig,

I was having the same calendar issues as Miles, but your advice didn't solve the problem  

The issue started when the upgrade happened, the device would sync all the events in my calendar, including the cleared ones! This meant that on my device it would show three meeting for the same one hour, when in actuality all the events had been canceled for that time slot! This made it very difficult to trust the calendar. The problem seemed to be rooted in the ACT Connect Portal since I had deleted everything on the portal and device, then when I reloaded the Connect Software on the computer and NOT the device, the portal still showed multiple events for the same time.

Any suggestions?

[inConcert…]

I am having the same issue. It appears when I do as suggested and do not sync Notes that the database then syncs completely. When I switch back to syncing notes it removes the majority of the contacts, leaving 31 of 627.  A lot of my notes are long, is there a fix for this?  We need notes in the sync.

[Miles Solo]

I thought it useful to reactivate this thread with this question:

Has the issue regarding incomplete syncing of contacts when Notes are included in the sync been fixed? Is there a software update/upgrade or workaround available for use?

[pbuchtmann]

Miles I am not sure if there are any benefits to updating to Hotfix 6 maybe one of the Sage people can comment if this fixes the connect synch. I have been using Companionlink so no comparison to the Sage product but should be worth asking.

[gmartin]

ACT! 2011 SP1 Hot Fix 6 does not address any issues with Sage ACT! Connect, it will not change the behavior with long Notes. 

It may be worth trying: enable Notes sync, but reduce the number to 1 and see if all contacts load.  If they do, increase the number to 2 and test. 

[TheRefere…]

Thank you Miles for re-engaging the conversation...

I am feeling a little left out since no one has addressed the issues I am having which has rendered ACT! Connect completely useless.... SO I ask again, is there any way to fix the ACT! Portal???

Sincerely,

Frustrated user...