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ACT v20 and Outlook history not recording in ACT

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Copper Contributor
Posts: 21
Country: United States
Accepted Solution

ACT v20 and Outlook history not recording in ACT

My outlook history from Office 365 is not recording. I know about the probem with v19 but I am running v20

Does anyone else have a problem with v20

Solution?


Accepted Solutions
Solution
Accepted by topic author midcapacb
‎01-20-2018 08:17 AM
Administrator
Posts: 1,312
Country: United_Kingdom

Re: ACT v20 and Outlook history not recording in ACT

HI midcapacb,

While this is a known issue - we have had success in resolving the issue for most users. Some users have had a more difficult time of finding a resolution however - the exact reason that some users don't experience a problem at all, while others are unable to resolve the issue, is something we're still looking into.

The next major release for Act (v20.1) is targeted to address a lot of these issues, and is expected to release Q1 of this year.

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Employee
Posts: 214
Country: USA

Re: ACT v20 and Outlook history not recording in ACT

Hello,

 

Start with Office Repair:


Open up the Control Panel on your PC (and show All Control Panel items, if necessary) and click on Programs, then Programs and Features.
Find Microsoft Office 2016 in the list and highlight it.(Selection also say Microsoft Office 365)
Click Change.
Select Quick Repair and Repair then follow the prompts.

 

 

 

After that try:

19948 No history created or recorded when sending e-mail from Microsoft Outlook 2003 and later

http://kb.act.com/app/answers/detail/a_id/19948/kw/no%20history

 

Copper Contributor
Posts: 21
Country: United States

Re: ACT v20 and Outlook history not recording in ACT

Thanks. I ran the Office 365 repair but it does not fix the problem

Running on line repair next

 

I looked at info below, since I do have the latest Office 365 and later than 16.0.6965.2058

I updated to the latest version of ACT v20 Update #5

Do I need to do something with the v19 udates?

 

 

This issue occurs due to Microsoft Office updates in Office 2016 Click-to-Run based installations in versions 16.0.6965.2058 or later versions.

You can verify your version in Outlook by Clicking File > Outlook Account (or Office Account), then by clicking About Outlook

Solution:

To resolve this, apply the Act! Update that corresponds to your version of Act!:

Act! versionUpdate to apply
Act! v19.2Update 3
Act! v19.1Update 5
Act! v19.0Update 7
Act! v18.2Update 6


You can download these updates by going to the Act! Download Center

Platinum Elite Contributor
Posts: 14,472
Country: Australia

Re: ACT v20 and Outlook history not recording in ACT

No, you don't need v19 updates for v20.

What files do you have in the folder: %appdata%\ACT\ACT Data\HistoryQueue
More info on these files, here: http://kb.act.com/app/answers/detail/a_id/26089

Also, check the Act.Outlook.Service is running as per http://kb.act.com/app/answers/detail/a_id/37526
Copper Contributor
Posts: 21
Country: United States

Re: ACT v20 and Outlook history not recording in ACT

Thank you Mike.

Short answer, it did not fix the problem

To restate, running v20 on Windows 10 with latest Office 365 click to run Outlook file.

Latest Windows 10 updates installed.

 

outlook services are running

Do not think compatibility to Windows 8 did anything

Looked at history queue suggestions. No evidence of that problem

Restarted, etc.

 

No email history is recording now. Not went initiated from ACT. Not when attached.

Did work as recently as Dec 17th. Maybe since then.

 

Am I the only user with this problem?

Administrator
Posts: 1,312
Country: United_Kingdom

Re: ACT v20 and Outlook history not recording in ACT

Could you run through the email system setup wizard, keep an eye out for any error messages through the process.

 

In your database, go to Tools > Preferences > Email & Outlook Sync Tab > Email System Setup.

Once you've done this, restart Outlook.

 

The next thing to check, when Outlook is open - do you see an Addins tab along the top? And if so, do you see 6 icons under the Act! section? It should look like this:

 

OUTLOOK_2018-01-15_10-01-30.png

 

If this is missing, go to File and look for "Slow and Disabled COM Add-ins" with a button that says Manage COM Add-ins. It may be that Outlook has disabled the Act addin for loading slowly.

 

If this addins tab is present, and the Act.Outlook.Service.exe is running, then locate the icon in your system tray that looks like a white envelope with a red X:

2018-01-15_10-04-50.png

 

Right-click this and choose "Show Progress" - from here you can see the status of any emails trying to be attached to Act! Take a look at the Not Attached Messages tab, and look at the Status column.

 

This might give us a clue as to why the emails are failing to attach!

Copper Contributor
Posts: 21
Country: United States

Re: ACT v20 and Outlook history not recording in ACT

Jon and others, thank you. Still no resolution

 

Jon, I did everything you suggested and others previously. 

Have looked at and cleared all of the reasons in KB19948

 

Realized that no email history has recorded since 12-19-17 at 5:53pm CST

No outgoing and no attachments.

The add-in finds the contacts in the data base, but the email is not attaching.

 

No error messages.

 

I uninstalled v20, rebooted and reinstalled and tried again.

Still no email in history or attachment.

 

Could there be a late update to Office 365 or Windows 10 incompatibility.

I am using the latest Office 365, latest Windows 10 and latest Act v20

 

HELP

Bronze Elite Contributor
Posts: 1,710
Country: United_Kingdom

Re: ACT v20 and Outlook history not recording in ACT

Try this addon for $36 purchase - I'm confident this will work...

 

https://www.keystroke.ca/en/act4-products/act4outlook

 

HTH


David Shaw
Act! Certified Consultant since 2001
Office:    +44 (0)1483 714507
Mobile: +44 (0)7977 567 318
E-Mail:    dshaw@act4u.org 
Copper Contributor
Posts: 21
Country: United States

Re: ACT v20 and Outlook history not recording in ACT

David, I downloaded the solution you suggested.

Still in trial mode, but so far it works perfectly

Thank you, it solves the immediate problem of ACT Outlook integration not working since Dec 19th.

 

I suspect that ACT v20 is not compatible with the latest Office 365 Outlook

The v19 Outlook issue is posted in ACT troubleshooting, with no mention of v20

 

I am wondering why ACT does not reply if it is a known issue.

If not known, can I be the only one?

Solution
Accepted by topic author midcapacb
‎01-20-2018 08:17 AM
Administrator
Posts: 1,312
Country: United_Kingdom

Re: ACT v20 and Outlook history not recording in ACT

HI midcapacb,

While this is a known issue - we have had success in resolving the issue for most users. Some users have had a more difficult time of finding a resolution however - the exact reason that some users don't experience a problem at all, while others are unable to resolve the issue, is something we're still looking into.

The next major release for Act (v20.1) is targeted to address a lot of these issues, and is expected to release Q1 of this year.