Outlook and ACT "sometimes" not syncing?!

[scott hunt]

Hi,

We have ACT (Sage ACT! Premium (Web) 2013 Version 15.0.301.0, Hot Fix 2) and Outlook syncing, it has always worked perfectly. However over the last month or so it has stopped working.  

When not working we can still click on an ACT email and it opens the outlook window with the email in it etc, and templates etc work too.  However after sending it does not record the email in ACT history like it should, there is nothing in ACT that says it was sent.

This only happens sometimes, it might not work for a few days and a few dozen emails, then it will work again  for a few days, then stop again.  There doesn't seem to be anything in common with the records it doesn't work for.

Any ideas on how to fix this?

Thanks

[dshaw111 · Accepted solution]

Scott,

To auto attach emails follow this KB:

http://kb.swiftpage.com/app/answers/detail/a_id/23020/kw/email%20auto%20attach

HTH

[bclark]

Scott Hunt,

There should be an icon in the system tray over by your clock.  The icon looks like an envelope, and probably had a red exclamation point on it.  In there it should show two main tabs, attached messages, and messaged not attached.  See if you see your messages in the 'not attached' section.  If they are listed there, it may give you more information why it didn't link.  It could be that it lost access to the address book for some reason.

Check that out and let me know what you are seeing.

[scott hunt]

Hi Billy,

The envelope icon has a red circle with a white cross through it.  When I click on it I can see all the records that didn't go to outlook.  I tried the retry button but they all came back.  I have pasted some of the info on the ones that didn't merge below if that helps.

Thanks for the help!

Scott Hunt

www.fitnessenhancement.com

<?xml version="1.0" encoding="utf-8" ?>

  <!DOCTYPE logfile (View Source for full doctype...)>

- <logfile>

- <nothandledmessage date="_x0032_0_x002F_12_x002F_2012_x0020_4_x003A_00_x003A_30_x0020_AM" type="Add" encoded="true">

  <filename path="_x005C__x005C_fesvr_x005C_user_x0024__x005C_fe2_x005C_AppData_x005C_Roaming_x005C_ACT_x005C_ACT_x0020_Data_x005C_HistoryQueue_x005C_Holding_x005C_tmp6A.xml" encoded="true" />

  <reasonremoved message="Contact_x0020_was_x0020_not_x0020_found_x0020_in_x0020_the_x0020_database." encoded="true" />

  </nothandledmessage>

- <nothandledmessage date="_x0032_0_x002F_12_x002F_2012_x0020_4_x003A_06_x003A_26_x0020_AM" type="Add" encoded="true">

  <filename path="_x005C__x005C_fesvr_x005C_user_x0024__x005C_fe2_x005C_AppData_x005C_Roaming_x005C_ACT_x005C_ACT_x0020_Data_x005C_HistoryQueue_x005C_Holding_x005C_tmp9F26.xml" encoded="true" />

  <reasonremoved message="Contact_x0020_was_x0020_not_x0020_found_x0020_in_x0020_the_x0020_database." encoded="true" />

  </nothandledmessage>

- <nothandledmessage date="_x0032_0_x002F_12_x002F_2012_x0020_4_x003A_35_x003A_00_x0020_AM" type="Add" encoded="true">

  <filename path="_x005C__x005C_fesvr_x005C_user_x0024__x005C_fe2_x005C_AppData_x005C_Roaming_x005C_ACT_x005C_ACT_x0020_Data_x005C_HistoryQueue_x005C_Holding_x005C_tmpA8F5.xml" encoded="true" />

  <reasonremoved message="Contact_x0020_was_x0020_not_x0020_found_x0020_in_x0020_the_x0020_database." encoded="true" />

  </nothandledmessage>

- <nothandledmessage date="_x0032_0_x002F_12_x002F_2012_x0020_5_x003A_29_x003A_25_x0020_AM" type="Add" encoded="true">

  <filename path="_x005C__x005C_fesvr_x005C_user_x0024__x005C_fe2_x005C_AppData_x005C_Roaming_x005C_ACT_x005C_ACT_x0020_Data_x005C_HistoryQueue_x005C_Holding_x005C_tmp55F1.xml" encoded="true" />

  <reasonremoved message="Contact_x0020_was_x0020_not_x0020_found_x0020_in_x0020_the_x0020_database." encoded="true" />

  </nothandledmessage>

- <nothandledmessage date="_x0032_3_x002F_12_x002F_2012_x0020_10_x003A_18_x003A_47_x0020_PM" type="Add" encoded="true">

  <filename path="_x005C__x005C_fesvr_x005C_user_x0024__x005C_fe2_x005C_AppData_x005C_Roaming_x005C_ACT_x005C_ACT_x0020_Data_x005C_HistoryQueue_x005C_Holding_x005C_tmpC690.xml" encoded="true" />

  <reasonremoved message="Contact_x0020_was_x0020_not_x0020_found_x0020_in_x0020_the_x0020_database." encoded="true" />

  </nothandledmessage>

- <nothandledmessage date="_x0032_3_x002F_12_x002F_2012_x0020_10_x003A_44_x003A_21_x0020_PM" type="Add" encoded="true">

  <filename

[ManlySpork]

That usually means that the contact is not in the database.

(Or at least not with that E-mail address).

That or these might be seconday contacts which Act doesn't attach items to.

You can manually attach the mails that failed to attach by pressing the "Attach to Contact" button next to the "Retry Attach" button you used earlier. There you can search for the correct contact and select it. After that the mail gets attached to that contact and will dissapear from the list of messages it failed to attach.

[scott hunt]

Hi Manly, thanks, but the contact is definetely in there as the way we email is we click on their email in ACT to bring up the outlook window, or we go to Write in ACT to bring up a template and then send from Outlook.  Could it even be a firewall issue stopping ACT and Outlook talking at times? Any ideas? Thanks

Scott Hunt

www.fitnessenhancement.com

[bclark]

Scott,

  That error message you received within the tool means that Outlook has sent the message to the proper place.  From there it cannot connect.  Try this:

Open Outlook.  Click on your sent message.  On the Add-ins tab, click on the icon that says "Attach to ACT! Contacts".  This will pull up an attach menu.  Is there a contact in the right column?  Is it your contact?  If so, confirm the window and let's see if it attaches.

Let me know if it attaches properly that way, as there are several options available to us.

[scott hunt]

Hi Billy,

It does not show the clients contact in the right box on the screen.  All it shows is one username, but it's not the user we are logged in as. The username it shows is the main admin user that has full access to all, but we never log into this computer with it.  This computer is always logged in with a different user with less access.  

If I select the correct contact the email then uploads correctly to the contact.  But is does not happen automatically.

Scott Hunt

www.fitnessenhancement.com

[bclark]

Open up that admin contact in Act!  What email address is selected for that contact?  Is it the same as the mailbox you're sending from?  Can we remove that email address and put that address in for the contact sending the email?

[scott hunt]

Ok have tried that.  The incorrect admin contact (it's called Scott Hunt and is my main admin login) that was appearing in the right of screen had the wrong email, it was bookings@ fitnessenhancement.com so I changed that back to the correct fitnessenhancement.com email.  The admin contact that should be appearing there, we are logged into on that computer, and is set to sync with Outlook had no email address in it, so I put the correct bookings@fitnessenhancement.com email in.  

It is now syncing the emails we send fine, but it is not auto syncing the emails we receive at all.  If I manually attach it to the contact that works.  We also have all the old emails that haven't attached.  They won't attach when we click retry.

Scott Hunt

www.fitnessenhancement.com

[dshaw111 · Accepted solution]

Scott,

To auto attach emails follow this KB:

http://kb.swiftpage.com/app/answers/detail/a_id/23020/kw/email%20auto%20attach

HTH