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Major ACT! issue

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Astute Commentator
Posts: 21
Country: United_Kingdom
Accepted Solution

Major ACT! issue

We are having a major issue with ACT! which has stumped our IT department. We have 8 users of ACT!, who all have the same machines with the same operating systems (windows 7), versions of office (2010) etc. All the users have previously been able to use ACT!, but now 3 of them cannot. They can log in to the database, but when they try to start using it, the database promptly crashes and stops responding. A call to Sage suggested either running ACT! as an administrator (by right clicking the icon and changing this in properties) or that there is an issue with the profiles. Both of these methods have been tried out, but neither have proved fruitful.

 

Has anyone ever experienced this problem? All our users could access ACT! until a few days ago, and nothing has changed. We really would appreciate help on this matter.

 

Thanks


Accepted Solutions
Solution
Accepted by topic author kirstyandjim
‎09-25-2015 03:20 AM
Platinum Super Contributor
Posts: 5,275
Country: USA

Re: Major ACT! issue

One thing to try: when they get the database open, have them change their Startup screen. 

 

If they are currently opening to the Welcome screen, have them change it to the Contact view.  This is done through the Tools > Preferences > Startup option. 

 

This will test if they are having issues attempting to access the Act.com website to populate information on the Welcome screen.

 

Greg Martin
Sage

View solution in original post


All Replies
Nickel Contributor
Posts: 173
Country: Australia

Re: Major ACT! issue

Have you run maintenance, I have seen this before when the users have a large number of alarms.
Travis Rosevear ACC for
Act Today Australia and New Zealand
Astute Commentator
Posts: 21
Country: United_Kingdom

Re: Major ACT! issue

[ Edited ]

I have just tried this at your kind suggestion, but unfortunately it has had no effect.

 

Thank you for the reply.

Platinum Super Contributor
Posts: 5,275
Country: USA

Re: Major ACT! issue

Other steps to help isolate the issue:

- try signing on with the 'problem' username on a different machine.

- try signing on with a 'good' username on a 'problem' machine.

- through a 'good' username > view the calendar/task list of a 'problem' username'

- check the Event Veiwer for error messages when ACT! fails to launch

 

Here is an article with additional steps for running maintenance on your database through the ACTDIAG utility: KB Article 19642

 

Greg Martin
Sage
Astute Commentator
Posts: 21
Country: United_Kingdom

Re: Major ACT! issue

We have tried these, but alas, still no solution. Our IT department are working hard on fixing this, so hopefully we will get there in the end! Thanks for all your suggestions.

Platinum Super Contributor
Posts: 5,275
Country: USA

Re: Major ACT! issue

What were the result from testing different users on different machines?  Did the issue follow the usernames or remain on the machine independent of the ACT! username?

 

 

Greg Martin
Sage
Astute Commentator
Posts: 21
Country: United_Kingdom

Re: Major ACT! issue

ACT! has now started to work for these user after leaving it open for about 15 minutes after having crashed. I think this is a good sign - does it sound like something we can build on?

Solution
Accepted by topic author kirstyandjim
‎09-25-2015 03:20 AM
Platinum Super Contributor
Posts: 5,275
Country: USA

Re: Major ACT! issue

One thing to try: when they get the database open, have them change their Startup screen. 

 

If they are currently opening to the Welcome screen, have them change it to the Contact view.  This is done through the Tools > Preferences > Startup option. 

 

This will test if they are having issues attempting to access the Act.com website to populate information on the Welcome screen.

 

Greg Martin
Sage
Astute Commentator
Posts: 21
Country: United_Kingdom

Re: Major ACT! issue

Thank you - you have solved our issue. I don't think it had crossed anyone's mind it would be something as straightforward as that. Thank you once again!

Platinum Elite Contributor
Posts: 14,384
Country: Australia

Re: Major ACT! issue

I actually saw this on a site today ... the IT had put in new firewall that prevented ACT!'s Welcome Screen from linking to the videos and other data

It doesn't handle the case when the Internet is connected but the connection it wants isn't allowed