Act 19 and Office 365 Outlook - Contacts and Calander [ Edited ]

[rwahna@candlelightc…]

I recently had to convert to Office 365 for our corporate platform.

I had issues with ACT Integration crashing.

I had found articles regarding the issue and have made the recommended adjustments to the version of Outlook  below.

It now does a sync and says that it was successful.

I have found it populated the email address book. However the Contacts and Calendar in Outlook are not being updated. or should i say nothing has been placed in Contacts. In the Calendar the only appointments that it has placed are the recurring ones. No individual appointments.

it may be a setting i'm missing but. I have yet to find it.

Any suggestions would be appreciated. This has become a real nightmare.

Office 365 (Non Web Version Corporate License) 16.0.4229.1024 32 Bit

ACT 19.0.147.0 Update 5

Windows 7

[Gary W]

Hi Russ,

For syncing Contacts, what sync set have you chosen in the Outlook Synchronization Preferences?

For syncing Calendar, in the Outlook Synchronization Preferences > Advanced Preferences, you can set the time window which events must be within in order to be synced. Are there currently activities in your Act calendar that fall within this window? Are they also of the Activity Types selected in the Advanced Preferences?

Are any errors reported in the Outlook Sync History? Check by right clicking the blue envelope icon in the system tray > Synchronize with Outlook > View History.

[rwahna@candlelightc…]

Hi Gary,

Thanks for the quick reply. Background, I have been using ACT since 2008 and have never run into this before.

Contacts

• Sync Set is; 2-way: Sync Act! and Outlook with Each Other
• All Act Contacts is selected
• Keep the Act Contact

Calendar

Sync Set is; 2-way: Sync Act! and Outlook with Each Other

• Keep Act Activity
• Leave the activity on outlook calendar when cleared
  • I have activities that fall in this range

Advanced Settings:

• All Activity types are selected
• 30 days ago and 1 year future

No Contact or Activities are reported in Sync History

Here is the info I got from Event viewer:

Log Name: Application
Source: Act.Outlook.Sync.Common.ActivityScheduler
Date: 5/30/2017 1:30:04 PM
Event ID: 0
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: SALES-01.candlelightcab.com
Description:
ContactSynchronization.SyncContacts, totalWork = 1208
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Act.Outlook.Sync.Common.ActivityScheduler" />
<EventID Qualifiers="0">0</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2017-05-30T17:30:04.000000000Z" />
<EventRecordID>12060234</EventRecordID>
<Channel>Application</Channel>
<Computer>SALES-01.candlelightcab.com</Computer>
<Security />
</System>
<EventData>
<Data>ContactSynchronization.SyncContacts, totalWork = 1208</Data>
</EventData>
</Event>

[rwahna@candlelightc…]

Hi Gary,

Just a note, I did uninstall and reinstall ACT after the Office install. It did not make any changes. I did note that the email preference loaded without and assistance when I opened the database. Given that my email has changed would that have an impact?

[Gary W]

Hi Russ,

Based on what you've told me, here's a few things you could try:

• Ensure that the correct database is selected at the top of the Outlook Synchronization Preferences window.
• Try reducing the calendar sync timeframe. 1 day ago - 7 days in the future be a good starting point.
• Try 1-way syncing instead of 2-way to see if the activities and/or contacts appear in Outlook.
• Try running an Office Repair.

[rwahna@candlelightc…]

Hi Gary,

Completed all the suggested changes. No impact but I did get a error this time in the log.

See attached file with message text.

Act Sync Error Message 5-3-17.pdf ‏65 KB

[Gary W]

Hi Russ,

Please could you try the solution steps in the following Knowledgebase article, then testing the sync again:
http://kb.act.com/app/answers/detail/a_id/23311

[rwahna@candlelightc…]

Hi Gary,

Ran the steps as suggested. No impact other than there is no error being reported.

It is saying the Sync is successful but the data is not populating Outlook.

Here is the Event Viewer Log.after applying your suggested fix.

Log Name: Application
Source: Act.Outlook.Sync.Common.ActivityScheduler
Date: 6/1/2017 7:11:00 AM
Event ID: 0
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: SALES-01.candlelightcab.com
Description:
Exit from Method: Act.Outlook.Sync.Common.ContactSynchronization.SyncContacts
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Act.Outlook.Sync.Common.ActivityScheduler" />
<EventID Qualifiers="0">0</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2017-06-01T11:11:00.000000000Z" />
<EventRecordID>12072779</EventRecordID>
<Channel>Application</Channel>
<Computer>SALES-01.candlelightcab.com</Computer>
<Security />
</System>
<EventData>
<Data>Exit from Method: Act.Outlook.Sync.Common.ContactSynchronization.SyncContacts</Data>
</EventData>
</Event>

[Gary W]

Hi Russ,

We have a Knowledgebase article with a number of general troubleshooting steps that can be followed for these kinds of 'hard to pin down' Outlook sync errors. I would suggest you try working though these steps to see if they have any effect on the issue: http://kb.act.com/app/answers/detail/a_id/27456

Alternatively, if you have a support contract or subscription, you can call our support team on 866 873 2006 for some more in-depth troubleshooting of the issue on the affected PC.

[rwahna@candlelightc…]

Hi Gary,

Well I finally was able to correct the issue. I worked with Support.

After about 2 hours of searching and prodding, it came down to making all of the app data files "old" and having the software generate new ones.

Problem solved.

Thank you for all you help in this is is greatly appreciated.