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Email histories - getting duplicates in history

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Copper Super Contributor
Posts: 115
Country: USA
Accepted Solution

Email histories - getting duplicates in history

I'm using v20 Premium Web with latest upgrade.  I'm noticing when an email history goes into the contact record, it appears multiple times.  Usually 4 times.  

 

Susan 


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Accepted by topic author spsearch
‎06-26-2018 02:43 PM
Copper Super Contributor
Posts: 115
Country: USA

Re: Email histories - getting duplicates in history

I upgraded to 20.1 Update 6 and that seems to have resolved the duplicate email history issue.

 

Thank you to all who offered suggestions/advice.

 

Susan 

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Employee
Posts: 220
Country: USA

Re: Email histories - getting duplicates in history

27988 How to set preferences for Google and Gmail Integration in Act! 2013 through v20.0

http://kb.act.com/app/answers/detail/a_id/27988/kw/duplicate%20history

 

38991 How to set preferences for Google and Gmail Integration in Act! v20.1 and later

http://kb.act.com/app/answers/detail/a_id/38991/kw/duplicate%20history

Copper Super Contributor
Posts: 115
Country: USA

Re: Email histories - getting duplicates in history

[ Edited ]

I'm using Outlook not Google. Is there another setting? I'm on ACT! Version 20.1.120.0, Update 5 This is a recent problem, maybe since the Update 5.

Administrator
Posts: 1,371
Country: United_Kingdom

Re: Email histories - getting duplicates in history

Does it immediately create multiple records when attached, or do the duplicates come in over time?

Is this when you send emails and they are automatically attached, or when you're clicking quick attach - or both?

I'd recommend going into Tools > Preferences > Email & Outlook Sync > Email system Setup.
Run through and disable the email integration, then restart Act! and run through and set it back up again.
Nickel Super Contributor
Posts: 324
Country: Germany

Re: Email histories - getting duplicates in history

[ Edited ]

The reason for the problem is quite simple: using v20.1 enables a new way of attaching emails BUT the old way ist still active in parallel.

Look for a program called act.outlook.service.exe in your task manager. It is probably running. Disable the run key and reboot.

If the system was updated from a previous version the run key remains on your system. Unfortunately the obsolete act.outlook.service.exe is still part of the latest setup of v20.1. This "double feature" causes the problem.

Andreas Schlesselmann
Melville-Schellmann GbR
Germany
www.melville-schellmann.de
Copper Super Contributor
Posts: 115
Country: USA

Re: Email histories - getting duplicates in history

[ Edited ]

Andreas

 

thanks so much but I still have the problem I found Act.outlook.servces in Task Manager and exited, then restarted the computer. I then tested an email and it duplicated.  

Administrator
Posts: 1,371
Country: United_Kingdom

Re: Email histories - getting duplicates in history

IF you simply close the executable in task manager then it will restart again when you start you PC.

To stop this, you can remove it from the startup list by going to Task Manager > Startup tab > Right-click the exe > Disable
Copper Super Contributor
Posts: 115
Country: USA

Re: Email histories - getting duplicates in history

I disabled "32-bit Act.outlook.Service" and restarted the PC.  I'm still getting duplicates.

Nickel Super Contributor
Posts: 324
Country: Germany

Re: Email histories - getting duplicates in history

Do you use a 64-bit Office version?

 If yes, there is another RUN-key to be deleted.

Andreas Schlesselmann
Melville-Schellmann GbR
Germany
www.melville-schellmann.de
Administrator
Posts: 1,371
Country: United_Kingdom

Re: Email histories - getting duplicates in history

It may be worth reinstalling Act! to make sure this isn't just a faulty install.

Is there anything different about your Outlook set-up to normal? Do you use multiple Outlook profiles tied to the same email address - or any complicated addons?