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ACT 2009 - Problems on synchronizing attachments

Copper Contributor
Posts: 7
Country: Italy

ACT 2009 - Problems on synchronizing attachments

[ Edited ]
Hello,
We are having problems with attachment synchronization in the following version of ACT
 
ACT! by Sage Premium 2009 (11.0) Version 11.1.183.0
English (Europe)
We have a few remote databases, linked to the main database via ACT! Network Synchronization Service 11.1.183.0
 
Our problem is that, when an attachment is removed from a remote database, it is not removed from the other remote databases: it keeps being visible in the attachment tab, but it has 0 KB size, and if opened, the following error message appears:
"There was an error  opening the attachment. It may have been deleted by another user, created on a database that does not synchronize attachments, or you may not have access to the file path"
I try to explain in a more detailed way:
- User A loads an attachment for a given contact, then sync with the main database. 
- the attachment is visible on the main (publisher) database, and the file is correctly copied in the Attachment folder
- User B sync with the remote main DB, and is able to see and open the attachment, and the file is copied in his own attachment directory
- Then User A Remove the attachment, then sync with the main database
- correctly, the attachment is no more present in the document tab on the main database, and the file is removed from the server's attachment directory
- finally, User B sync with the main database, and here is where the problem occurs: after syncing, the attachment is still present on the document tab in the second remote database (but with 0 KB size, see attached screenshot), while the file has been correctly removed from the Attachment Directory (this is why it has 0 KB size and it's not possible to open it).
 
We have followed the instruction on the following KB documents:

 

[Edited links]
  

We have tried different security settings, we have made a fresh install on a new server, tried to recreate and redeploy the remote databases, we have tested it on a domain and a workgroup environment, with different databases, but the problem is still the same. We have experienced it even using the default demo database.
Thanks for your attention
Message Edited by ghollister on 10-26-2009 04:29 PM
Platinum Elite Contributor
Posts: 6,537
Country: USA

Re: ACT 2009 - Problems on synchronizing attachments

ecohmedia,

Please download and apply Hot Fix 4 for ACT! 11.1 on the main database and all remotes and see if this fixes the issue. You can acquire the download from our update site at http://act.com/support/downloads. If you have not logged into this site before, you will need to create a login.

Greig Hollister

Note: Effective 6/1/13, Sage no longers provides support for the Act! software. This is now provided by Swiftpage.