12-06-2018 02:22 PM - edited 01-08-2019 08:01 AM
I upgraded from ACT Premium v20 to v21, and applied Update 2 to our server. We use Office 365 (Outlook 2016).
On one of our remote workers, i did the following: - Downloaded the ACTIntegrationSetup.exe file directly - Uninstalled the v20 connector and mail merge - Installed a new v21.0.295.0 connector Following errors occur: 1)
Emails don't always attach to ACT for each user; sometimes this depends on Windows 10 updates, but not always 2) Emails that do attach to ACT for other APFW users cannot be opened by other users; either there are errors when it attaches or a sharing violation? Emails attached in error state ' Cannot start Microsoft Outlook. We can't open {file nam}. It's possible the file is already open, or you don't have permission to open it. To check your permissions, right-click the file folder, then click Properties. '
Everything worked prior to v21. Emails attached through ACT Premium Windows open fine in all platforms, so it's something odd with the APFW/connector.
There aren't any permission issues on our server running the web client or the server running the ACT database (that i know of). 3) Outlook Address Book form page is broken and looks compacted to about 1 inch high and 2-3 inches wide For the Address Book add/edit option, I tried to go off memory of fields to paste in web address, select the database, and enter username and password. I managed to guess the right order and add the Address Book correctly (or at least no errors popped up) but i can't tell if there's other fields beyond the v20 form fields. I submitted bugs through the support portal, but there's never confirmation of submitting them.
Help? Would like email attachments to run smooth for a change.
01-08-2019 08:00 AM - edited 01-08-2019 08:02 AM
Update: We are now on v21 update 5.
Still no resolution on these issues.
Outlook address book connector UI under the Edit function still broken. I have to guess which fields are the APFW web address, username, database, and password. If the address book isn't correct, I can't fix it so emails won't attach.
If the address book is correct, our settings are set up to save the email and any attachments. The emails that do attach can't be opened and we still get the error message above. ' Cannot start Microsoft Outlook. We can't open {file nam}. It's possible the file is already open, or you don't have permission to open it. To check your permissions, right-click the file folder, then click Properties. '
Basically less than a third of our emails are attaching correctly, and those are only through our Windows users. None of our APFW users have their emails attach correctly.
Is anyone else having these issues? Do I need to completely reinstall ACT on our servers?
01-08-2019 11:28 AM - edited 01-08-2019 05:01 PM
Hi duraedge,
Thank you for posting and following-up. Our company is experiencing the exact same issue. Outlook 2016 on Office365. Act's plugin stopped working after an update. Same problem with the Outlook Address Book form page being broken and looks compacted to about 1 inch high and 2-3 inches wide For the Address Book add/edit option.
I've uninstalled, reinstalled, rebooted, removed the address book, and now unable to re-add it because of the compacted window that is impossible to see or guess at where the invisible fields are.
Would appreciate Act's support on this.
I've attached a picture of what the broken address book form page window looks like.
Thank you!
01-14-2019 08:11 AM
01-30-2019 11:17 AM
bump
01-30-2019 12:59 PM
01-30-2019 01:17 PM
02-01-2019 02:32 PM
Great question,
Ours was the APFW Outlook plugin that carried over to the webpage. We only use the web-page version of Act Premium, and use the Outlook plugin to keep contacts current and archive associated emails.
I think that they should still be able to pinpoint the source of the issue, whether it's with the plugin or how the plugin talks to your local/server version of Act.
Good luck, and post back if they're able to resolve the issue.
Cheers!
02-28-2019 07:23 AM - edited 02-28-2019 07:24 AM
I have this issue. On APFW V21.6. using on a PC.
Every time I log into Outlook the popup wants me to set up the ACT! address book. When I go to Edit, the ACT! password field is blank. I enter the password then the response is it will be updated the next time Outlook is launched. Next time I launch Outlook, the same thing happens.
Susan
02-28-2019 09:45 AM
Hi,
Sounds like your server applied update 6 but I recommend reinstalling the Outlook integration on the desktop(s)
Thanks
Carl
Thanks
Carl
Customer Success & Support Team
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