Contact Is No Longer Available

[ActFast]

Randomly when a user is entering a new contact the contact may disappear. When you then search for the contact, ACT states there wasn’t anything under that name. When the hit the back button the attach screenshot comes up. So ACT is acknowledging that it did exist, but is now gone. This is becoming really frustrating as users are loosing call notes from 10-15 minute phone calls with clients.

This behavior is random and doesn't always happen.  Any advice on how to diagnose or track down the problem would be greatly appreciated.

We are using Act Premium 18.2 Update 6.

Error.jpg ‏11 KB

[JonTaylor]

Hi there ActFast,

This certainly sounds like a troubling situation, data loss is something we take very seriously. 

Are users explicitly 'saving' the contacts by pressing the save icon? While Act! usually will automatically save data entered, we always recommend hitting the Save Icon before navigating away, as there are circumstances where the data won't be saved.

Is this happening every time a contact is created, or is it only happening sometimes? Does it happen for all users?

If you go to the History List in the Act! Nav Bar - you might be able to find more information about what happened to the contact data.

[ActFast]

Very troubling indeed!

Yes, the save button is being used.

It doesn't happen everytime just sometimes.  So far we have only noticed it with one user but this one user puts in the majority of contacts based on customer calls.

I'll check the history list next time it happens.

[JonTaylor]

Thanks for the info.

The History list will let us see if the contact is being deleted or edited by the system in some way.

[ActFast]

Looking at the history tab I am seeing it does show "field edited" for that particular contact but nothing mentioned about deletes like i see if we specifically deleted a contact.

[JonTaylor]

Do you have any automated tasks such as smart tasks, or any third part addons? Could you try logging in to the database as a different user (ideally an administrator) and see if the contacts are visible?