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Email history not attaching to Contacts

New Member
Posts: 4
Country: United_Kingdom

Email history not attaching to Contacts

Act V 17.1.169.0  Hotfix 3

Outlook 2013 V (15.0.4867.1000) MSO (15.0.4867.1003) 32 bit

Windows 7 Pro 64 bit

 

On sending an email through Outlook the system fails to record a record of the email in the history.

There are many suggestions in the KB, they seem to refer to earlier versions.

The Act.outlook service is not listed in Services, it is ticked in Startup and can be seen in Task Manager/Processes.

Clicking on Act.Outlook.Service.exe, normal or Run as Administrator, does not result in the service running.

 

Any ideas?

Administrator
Posts: 4,024
Country: United_Kingdom

Re: Email history not attaching to Contacts

Hi syscomms,

 

Act.Outlook.Service is not actually a service. It simply runs in the background.

If it has queued any emails that have not been attached, the following icon is displayed in the taskbar notification area. 2016-10-25_09-41-48.png

 

Here are a few articles that cover how the integration works and troubleshooting steps:

http://kb.act.com/app/answers/detail/a_id/19177

http://kb.act.com/app/answers/detail/a_id/26089

http://kb.act.com/app/answers/detail/a_id/19948

 

It's also worth double checking that you have history recording enabled in Tools > Preferences > E-mail & Outlook Sync > E-mail System Setup:

Act!_2016-10-21_11-45-02.png

New Member
Posts: 4
Country: United_Kingdom

Re: Email history not attaching to Contacts

Thanks Gary

I'll take a look and respond

New Member
Posts: 4
Country: United_Kingdom

Re: Email history not attaching to Contacts

Thanks Gary

Apologies for the delay.

 

I've tried your suggestions, all had been tried before except KB article 26089.

 

Following 26089 the HistoryQueue folder the Holding and Logs sub folders are present and empty however, the XML and MSG files are not there.  Any ideas?

Administrator
Posts: 4,024
Country: United_Kingdom

Re: Email history not attaching to Contacts

Hi syscomms,

Are there any messages listed under the Not Attached Messages tab in the history attach queue (visible by right clicking on the icon I posted above)?
New Member
Posts: 4
Country: United_Kingdom

Re: Email history not attaching to Contacts

Thanks, I'll investigate.
I access the PC in question remotely, it's in UK and I'm in Spain and I can't always get to it immediately.