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Act v19 and Office 2016 64bit crash when Synchronize is clicked

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Copper Super Contributor
Posts: 25
Country: USA
Accepted Solution

Act v19 and Office 2016 64bit crash when Synchronize is clicked

Act! Premium Version 19.1.63.0 Update 2

Windows 10

Office 2016 64 bit 16.0.7830.1018

 

As the title states, Act Integration crashes when syncing.  Problem occurs on Calender Sync, Contacts Sync and Both.  The application error log displays the following error:

=====

Faulting application name: Act.Outlook64.Service.exe, version: 19.1.63.0, time stamp: 0x58ba6624

Faulting module name: mso20win32client.dll, version: 0.0.0.0, time stamp: 0x58d6713e

Exception code: 0x012d9314

Fault offset: 0x00000000001a1cbe

Faulting process id: 0x3bd0

Faulting application start time: 0x01d2bac01d766941

Faulting application path: C:\Program Files (x86)\ACT\Act for Windows\Act.Outlook64.Service.exe

Faulting module path: C:\Program Files\Common Files\Microsoft Shared\Office16\mso20win32client.dll

Report Id: 941844e1-41c9-4c5e-bddd-870ebcf8004a

Faulting package full name:

Faulting package-relative application ID:

=====

 

Now the interesting thing here is that the mso20win32client.dll file does not exist in the path specified; it is actually located in "C:\Program Files\Common Files\Microsoft Shared\ClickToRun\".

 

How do I fix Act.Outlook64.Service.exe to tell it to look in the right place? 


Accepted Solutions
Solution
Accepted by topic author financialITguy
‎04-24-2017 11:15 AM
Copper Super Contributor
Posts: 25
Country: USA

Re: Act v19 and Office 2016 64bit crash when Synchronize is clicked

As it turns out, my end user had flip-flopped between a 32 bit Office Installation and a 64 bit one. Apparently, this borked up the registry. Anyways, it was easier to just reimage the box, so I guess this issue is solved!

View solution in original post


All Replies
Moderator
Posts: 451
Country: United_Kingdom

Re: Act v19 and Office 2016 64bit crash when Synchronize is clicked

Hi,

 

Thank you for providing the error information.

 

There should be no need to redirect where the Outlook service is looking for the mso20win32client.dll

As you mentioned the Act! integration is crashing is there nothing in event viewer regarding this application?

 

My general suggestions for this issue would be to: 

Run both Act! and Outlook as Admin.

New act database

New windows user.

Depending on the result from those steps may need to Reinstall Act / Run repairs on Office

 

Moderator
Posts: 451
Country: United_Kingdom

Re: Act v19 and Office 2016 64bit crash when Synchronize is clicked

In addition to my other post it maybe worth checking this Microsoft article: https://support.microsoft.com/en-us/help/3178906/

 

Solution
Accepted by topic author financialITguy
‎04-24-2017 11:15 AM
Copper Super Contributor
Posts: 25
Country: USA

Re: Act v19 and Office 2016 64bit crash when Synchronize is clicked

As it turns out, my end user had flip-flopped between a 32 bit Office Installation and a 64 bit one. Apparently, this borked up the registry. Anyways, it was easier to just reimage the box, so I guess this issue is solved!