08-02-2014 02:29 AM
Hi Valued Act forum members.
I wonder if someone can maybe help me with an issue I am having. we are a small company and have 6 users on ACt6, we have a newer version of ACT (ACT 2011 version 13) of which I have installed on new computers for all our users. Our new computers are Windows 7 professional 64 bit and the actual database is on a central computer also running windows 7 (shared database). I have been able to link all the computers together and everything seemed fine. however I have two computers of which I had loaded office 2013 on to them (all the other computers are office 2010).
I did not think at the time but I know now that Office 2013 is not compatible with Act 2011 (which is actually quite obvious due to the Act version being designed before the Office, anyway I transgress. I then uninstalled Act 2011 and removed the SQL database off the computer and uninstalled Office 2013 and reloaded office 2010 on the computer. I then reinstalled Act 2011 on top of that.
Everything is fine with the Act database linking to the shared database but when i try and open a template I get an issue. I click on write, then click on other document from template, choose my template and a message pops up that the record is merging and then word lights up. When I go into word however there is no document in the merge and the folder is empty. I have checked that the word 2010 has the plug in for Act and it does seem to have it.
I don't know if me loading the 2013 office program has left some type of footprint which is causing the documents not to merge properly.
any assistance on this matter will be greatly appreciated.
08-02-2014 01:12 PM - edited 08-02-2014 01:17 PM
Will try to assist.
All users must be using same version/build of ACT!2011..
What is your curr version /build of ACT!2011? reference your Help / About info.
After you reinstalled ACT!2011 pro? premium? did you also re-install the latest service pak1 and hotfix 6 ??
Manully get that done by closing act! and goto http://act.com/support/download-center/
select desired act2011 pro? prem? links and apply manually.
You may have to do just servc pak1, then do servc pak1/hotfix6 download.
If that does not resolve,
Manually check for windows updates
u may try closing act and run actdiag and select db and select the rebuild db options..
08-04-2014 03:16 AM
Thanks for the info and I have downloaded the updates and fixes as you mentioned. Our computers were all ont he same Act premium 2011 version (13.0.401.0 Hotfix 2) and I have now updated them all to 18.104.22.168 Hotfix 6 (including the shared server database and Act). I have now tried merging a template on the one computer that is working and it opened and merged perfectly with the shared database. I then went back to the one computer giving me the issues and it is still not merging correctly or opening. Ironically when I go in and set my preference to the Act wordprocesser and try and merge with a Act based template it merges fine. It just seems to be an issue on the Word document templates.
I am now getting to the point where I think I may just format the whole computer and start again from scratch.
Thanks for the help anyway
08-04-2014 05:00 AM - edited 08-04-2014 06:12 AM
If you received any error message, please list it on this post.
Read all of this info before taking any action.
The act kb article below may take you right to the issue.
I'm just guessing but this is what I would try next
It may be possible that you did not competely uninstall office 2013?
First I would go to the troubled pc and try to use a Write Template such as Write a Letter and see if that works.
If a simple write template works without doing a mail merge of multiple contacts, using ms word processsor, that tells us something?
Still have problems
Backup troubled database and personal files.(ACT! / File / Backup / Database) .....
I would run ACTDIAG Rebuild options on troubled PC/Database
Still have problem?
Go into ACT! Tools / Preferences / Communication TAB, and change from MS Word Processor , to ACT! Word Processor , click apply, then change back to MS Word processor, click apply.
Still have problem?
Delete ACT! Preferences using ACTDIAG
Still have problem?
Reference ACT! Knowledgebase;
The key may be simply in doing a File / Save Copy As .. on your database with issue.?
Performing a Mail Merge to Print or Word Processor results in a Blank Screen, No Merge, or a Failed Print Job
The info above came from my broader search on the ACT! knowledgebase