Crash - ACT!.Integration.exe - Faulting module name: mso30win32client.dll, version: 0.0.0.0

[croberts]

Looking for help with this issue -

End User - ACT! Premium Version 18.2.53.0, Update 4

Windows 10 Pro 64bit - 32Gb Ram

Office 365/2016

Outlook Version 16.0.6925.1041

Attempting to sync only contacts (822) from ACT! to Outlook

ACT!.Integration.exe initializes – starts syncing contacts (visible in Outlook) then crashes.

Comment: I have the same software and hardware specs (although only 20Gb Ram) – I also have the End Users database – and I am able successful in syncing ACT! and Outlook - my Outlook Version 16.0.6701.1041.

I have 2 other end users who have this same issue – they resolved by moving form Office 2016 to Office 2013 – I do not feel that this is acceptable.

Microsoft has a similar issue which makes reference to uninstalling Office 365 – rebooting – then renaming the “ClickToRun” folder – then reinstall Office 365 – this was unsuccessful on the End Users computer.

http://answers.microsoft.com/en-us/msoffice/forum/all/office-2016-crashing-after-activating/dd924a93...

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Error:

Application: ACT!.Integration.exe

Framework Version: v4.0.30319

Description: The process was terminated due to an unhandled exception.

Exception Info: exception code c0000005, exception address 57496400

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Faulting application name: ACT!.Integration.exe, version: 18.2.53.0, time stamp: 0x5769f7aa

Faulting module name: mso30win32client.dll, version: 0.0.0.0, time stamp: 0x57efdd33

Exception code: 0xc0000005

Fault offset: 0x00106400

Faulting process id: 0x5dc8

Faulting application start time: 0x01d22ca15c58764d

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

Faulting module path: C:\Program Files (x86)\Common Files\Microsoft Shared\Office16\mso30win32client.dll

Report Id: d1cb730e-4eea-472b-b4ce-5fa278e7068c

Faulting package full name:

Faulting package-relative application ID:

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Fault bucket 108474118829, type 1

Event Name: APPCRASH

Response: Not available

Cab Id: 0

Problem signature:

P1: ACT!.Integration.exe

P2: 18.2.53.0

P3: 5769f7aa

P4: mso30win32client.dll

P5: 0.0.0.0

P6: 57efdd33

P7: c0000005

P8: 00106400

P9:

P10:

Attached files:

\\?\C:\Users\mgalarza\AppData\Local\Temp\{9DC3C608-431D-42A6-B0F4-E8F8B07855BC} - OProcSessId.dat

\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER688C.tmp.WERInternalMetadata.xml

These files may be available here:

C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_ACT!.Integration_3860a9eaecd6cf4d0c84bb3bb9c4f5a596e21_807bb593_0efc4f61

Analysis symbol:

Rechecking for solution: 0

Report Id: 18bdc99a-9a8e-4ffe-aec8-75e1c6322fb2

Report Status: 0

Hashed bucket: 320b7d27585183094a82bd064b9c5927

[Gary W]

Hi Clifford,

We've tested this Office 2016 build 16.0.7329.1017, and successfully synced over 800 contacts from Act to Outlook.

You've helpfully indicated that the sync works on the database after it has been moved to your machine, but it would be useful to know whether the machine experiencing the issue, also has the same issue when syncing the contacts from another database to Outlook. Could you please test this?

Other things to check on the users end:

• Test syncing with another Outlook profile (i.e. a local test profile)
• Test using a different Windows user
• Test with UAC disabled
• Test with both Act and Outlook run as Administrator
• Updating Office

[croberts]

I was able to get ACT! and Outlook to sync Contacts and Calendar items without crashing – this solution is successful.

I had to force Office 365 to revert to a previous build number based on the MS KB 3178906 - https://support.microsoft.com/en-us/kb/3178906

I did extensive testing both pushing from ACT! into Outlook and Outlook into ACT! with Contacts and Activities – encountering no issues.

The hard part was finding an older build number of Office 365 – for what Microsoft references in the KB does not work 32 or 64bit – I used Office 365 Build # 16.0.4229.1024 (FYI - the build on my pc is 16.0.6925.1041)

For the two other ACT! End Users we have encountered who this issue (and went to a previous version of Office to correct this issue) I am confident that this work around would solve their challenges as well.

I would like to say “Thank You” to the entire Swiftpage Support Team for helping to resolve this issue – (I have talked to support staff in all the Swiftpage Support Locations about this issue)

Again Thank You!

[emddouglas]

Hi Clifford,

I'm glad you've found a solution. Thanks for sharing this information.