ACT sending multiple emails same Contact

[jimfastcar]

Did a search and no match

We use ACT Premium 10.1 and have 5 Users on our Network. 

When we send an email from ACT and it has an attachement (pdf, doc,xls) ACT will send the same email 3-5 times to the same Contact

This does not happen in email merges (we typically do not have attachments when we do a large broadcast)

We use the email icon on the left hand toolbar

Outlook is our email Client

Interestingly, the email is recorded in the ACT history, but does not appear in the Outlook "Sent Items" folder.....

Our Corporate IT is scratching their head, as this only happens when we generate the email from ACT. It does not happen when it is generated via Outlook.  They checked ACT website, and found some evidence of this having happened before.

Anybody experience this ?  Thanks for help - Clients get irritated when they get the same email several times.

[GLComputing]

Does this happen for all users?

What version of Outlook?

When you click on the email icon, does it bring up an Outlook email screen or ACT! email?

Does it work ok when not attaching a file?

Can you list the exact steps you use?

BTW: You posted this to the ACT! forum instead of the ACT! Premium forum... although, there shouldn't be a difference for this

[jimfastcar]

Outlook 2007

All Users

Outlook window, Outlook is default software, as is Word

All Users

Only when attach file

From Contact window, click email icon (left taskbar), write text in body of email (as promised, here is info, yada yada), then attach files (could be pdf, xls or doc), send away, all looks good

Curiously, no evidence of email in Outlook "Sent Items" folder, but item is in ACT History.....

[GLComputing]

Outlook via Exchange or POP3/SMTP?

Outlook set to use HTML?

Is there anything in the Windows Event Log?

How about if you open Outlook, create a new email

Click To

Select a contact from the ACT! address book

Attach a file

Send

... does this work? Does it still show in the ACT! History?

You say nothing is in sent items, but also that it sends several copies... can you confirm both of these?

[jimfastcar]

Hello again

I cannot answer all these questions as I would need to be in my office to do this.

I will report tomorrow

Thanks very much for your help so far, I appreciate it

[GLComputing]

Also, just for a test, see if the same thing happens in the demo database.

[jimfastcar]

Outlook via Exchange

HTML

Windows Event Log is swahili to me....

Opened Outlook, sent email to two parties (friends), and accessed ACT address book per your instructions. 

First try from Outlook :

1. email received by Contact > no attachment

2. Outlook shows email under Sent Items with attachment

3. ACT History shows email no attachment

4. Only one copy of email received

Second try from Outlook

1.email recieved by Contact > no attachment

2. Outlook shows email under Sent Items with attachment

3. ACT History shows email no attachment

4. TWO copies of email received by Contact !!!

If we refer to the original post, Contacts received multiple emails and every email had the attachments !!

Confused enough ??, I certainly am....

I can confirm the question in above post that there was nothing before in Sent Items, yet Contacts received several copies...

[GLComputing]

Are you attaching the email to history or putting the body in the History?

Either way, I don't think ACT! keep the attached files in the history... so nothing to do about that.

Everything else is under Outlook/Exchange control.

When the user receives the email, does the size of the email look like it includes the attachment (ie same as your email in Sent Items)?

How about if you send to another user on the Exchange server?

What version of Outlook and Exchange?

[jimfastcar]

It appears to have gone away for reasons that nobody (Corporate IT, ACT Consultant, etc) can discern.....

Could it be a Gremlin ?

PS - discovered the hard way that this new version of ACT has a bug in scheduling Activity Series (per my ACT Consultant).  He awaits a fix from Sage.........

Thanks for your help

[GLComputing]

Let us know if it come back.

What's the Activity Series bug?