ACT! 2012 Premium problems after upgrading from ACT! 2009 Premium.

[MDCTech]

I’m a computer tech who has just been tasked to resolve this problem.  A little background on what occurred previously:  a couple months ago 4 computers were upgraded from ACT 2009 Premium to ACT 2012 Premium.  After the upgrade, ACT only works on 1 of the computers.  The 4 computers meet the systems requirements I found on line.  Here is a breakdown of the problems:

Computer 1 (Win7, 32 bit) after entering user id & password to connect to the existing database a PEP or product enhancement program message pop-up appeared and the program would freeze.  I found another post where a user had this exact problem.  He solved the problem by using a wireless connection to bypass his company’s proxy (I can’t do this).  I contacted our network person and he tried tweaking the proxy.  Now I no longer get the pop up window but ACT seems to be frozen at the home page for the database.  I see menu options, etc. but nothing responds when I click on it.

Computers 2 & 3 (both Win XP) never had the PEP pop up problem but they are frozen at the home page as well.  I see menu options, etc. but nothing responds when I click on it.

Computer 4  (Win 7  64 bit 8 GB RAM) ACT works on this PC without a problem.

Does anyone have any advice on how to resolve these issues?  Thank you.

[ghollister · Accepted solution]

Hello MDCTech,
Welcome to the Sage ACT! Community. When you say it's freezing at the "home page", can you clarify - is the splash screen (product screen) or the Welcome Page? If the welcome page, then see this Knowledgebase article:
http://kb.Sagesoftwareonline.com/cgi-bin/Sagesoftwareonline.cfg/php/enduser/std_adp.php?p_faqid=2262...

If the PEP popup is causing issues, you should be able to get rid of it by deleting the PEP files from the ACT! program directory.
32-bit machines: C:\Program Files\ACT\ACT For Windows
64-bit machines: C:\Program Files (x86)\ACT\ACT for Windows

Ensure ACT! is closed, then delete or rename these files from the program directory:
Sage.PEP.Client.dll
Sage.PEP.Environment.dll
Sage.PEP.Environment.Interface.dll

[Roy_Laudenslager]

Have you tried running the ACT! demo database locally on the problem computers?

[MDCTech]

Thank you for the quick response.

The ACT! demo database ran on the 2 XP machines.  FYI, the database opened up on 1 of the XP computers (I had to wait 7 minutes but it did eventually open).

The ACT! demo database would not open on the Win7 pc.  I got this error message "The database cannot be opened because it has been upgraded to a newer version of SQL Server.  Please contact your administrator for assistance."

[ghollister · Accepted solution]

Hello MDCTech,
Welcome to the Sage ACT! Community. When you say it's freezing at the "home page", can you clarify - is the splash screen (product screen) or the Welcome Page? If the welcome page, then see this Knowledgebase article:
http://kb.Sagesoftwareonline.com/cgi-bin/Sagesoftwareonline.cfg/php/enduser/std_adp.php?p_faqid=2262...

If the PEP popup is causing issues, you should be able to get rid of it by deleting the PEP files from the ACT! program directory.
32-bit machines: C:\Program Files\ACT\ACT For Windows
64-bit machines: C:\Program Files (x86)\ACT\ACT for Windows

Ensure ACT! is closed, then delete or rename these files from the program directory:
Sage.PEP.Client.dll
Sage.PEP.Environment.dll
Sage.PEP.Environment.Interface.dll

[MDCTech]

Hello ghollister,

FYI, I followed the instructions on the link you provided and this resolved the problem on all 3 computers.  Thank you so much for all your help!!