Act! Pro 2013 won't start.

[GDW]

Hi

I have been using Act! Pro 2013 daily for several years now but today it just won't run.

When I click the icon as normal I see the active cursor symbol for 2 or 3 seconds and then nothing happens. I have checked that the server is running - it was, so I stopped it, re started it and i have also re booted my laptop. No change.

Any help in solving this would be appreciated.

Thanks

Graham

[andrew.wilkinson]

Hi Graham,

Here are a few steps to try.

Firstly, the actual shortcut could be damaged. You can try opening Act via the Act.exe file located in the program directory to see if you get the same result.
If that does the same, try opening event viewer on your pc. You can do this by searching your pc for event viewer. In event viewer, open the Windows logs and then the application folder. In here it gives you a list of any errors or problems you may be encountering.
Try opening Act with Event Viewer open and see if any errors appear. You may want to refresh the screen (F5) after a few seconds to make sure any errors are appearing.

Andrew

[GDW]

Hi Andrew

Thanks for your response.

Tried the Act.exe file with the same result.

Error message from the event viewer is as follows:

"Login failed for user 'sa'. Reason: Password did not match that for the login provided. [CLIENT: <local machine>]"

None of which means anything to me, but I can confirm that my database is not password protected in normal use.

Does this suggest anything to you?

Graham

[andrew.wilkinson]

Hi Graham,

That error message is typically related to problems with Microsoft SQL that runs in the background. Resetting the SQL password would be the first thing to try that error message.

Before you do that though, I just want to clarify a few things. Firstly, you mentioned in your initial post that you tried restarting the server. Does this mean that you have Act! installed on a server, and that the database is kept on there as well? If that is the case, have you tried opening Act! on the server, and do you get the same problem?

If Act! is working fine on the server, that would suggest the problem is just with the laptop. In that case I would recommend uninstalling and reinstalling Act! on the laptop in the first instance.

If Act! is NOT working on the server and you’re having the same problem, I would recommend resetting the SQL password. To do this, please follow the below instructions on the server:
1. Make sure Act! is not open.
2. Go to your start menu, and either click run and type in “actdiag” (without the speech marks) or else type actdiag into the search box, and hit return.
3. There may be a disclaimer that asks you to click OK to continue, but once actdiag loads, go to the Server menu and choose Server Security.
4. Click Reset SQL Password.
5. In the window that pops up, don’t try and fill out a new password at all, just click the OK button.
6. Close actdiag down and attempt to start Act! again.

Please give these steps a go and let us know how you get on.

Andrew

[GDW]

Hi Andrew

Act is not running on a server. When I said that I stopped and re started the server I meant via the windows SQL server config manager.

I have uninstalled Act from the laptop. On attempting to re install it I got the following dialogue box: "An existing ACT7 instance has been detected. Please enter "sa" password to continue installation. If the password is not availoable the ACT7 instance must be installed manually"

Clicked OK and the installation continued until another dialogue box said that I need to an existing instance of Act7 and then re install.

Unfortunately I do not know how to proceed.

Regards

Graham

[Roy_Laudenslager]

I've seen this happen if one or more ACT! process didn't close properly. One cure would be to try a restart of the computer. I would also check the Windoes Task Manager Processes and end any ACT! processes and then try to start the ACT! program.

[GDW]

Hi Roy

Thanks for your help.

Unfortunately I have already uninstalled the program but re installing is a little problematic

I have now removed the ACT7 server instance as per the instructions here http://kb.swiftpage.com/app/answers/detail/a_id/29039

Upon re installing I get the following error message: Erro number 0x80040707 Description: DLL function call crashed: ISRT._RegQueryKeyValue Setup will now terminate.

Its been a long day....

Regards

Graham

[Brittany_Roberts]

Hi Graham,

Can you please try the the Knowledgebase article provided below.http://kb.swiftpage.com/app/answers/detail/a_id/28734 /kw/error%200x%2080040707%20description%20dll%20function%20call%20crashed%20isrt%20regquerykeyvalue

Kind Regards,

Brittany Roberts

[GDW]

Hi Brittany

Thanks for your help, already done that but seem to be going round in circles right now.

Situation right now is as follows:

Uninstalled ACT!

Manually created the Microsoft SQL Server 2008 R2 ACT7 instance

Started re install ACT. Got an error message that disappeared before I could read it but I think it was something to do with visual c++ 2010 redistributable x86

ACT continued to install

Tried to open it.... nothing happened.

Openned event viewer, tried to open ACT! again, did not open but did not produce an error message.

Downloaded visual c++ 2010 redistributable x86 windows 7 and began install. Install failed with error message: Please Resolve The Following -  A newer version of Microsoft Visual C++ 2010 Redistributable has been detected on the machine.

Still researching what to do to remove the later version (or even if I should).

Any suggestions greatly appreciated.

Not much hair left now!

Thanks

Graham

[Brittany_Roberts]

Thanks for the update Graham,

I am going to reach out to the team to get other solutions.

I will update you as soon as I can.

Kind Regards,
Brittany