Community
Showing results for 
Search instead for 
Do you mean 
Reply

Sage Act! has stopped working - (INFO ADDED) During merge with template - Server 2012 RDP - Outlook 2013

Accepted Solution Solved
Copper Contributor
Posts: 6
Country: USA
Accepted Solution

Sage Act! has stopped working - (INFO ADDED) During merge with template - Server 2012 RDP - Outlook 2013

[ Edited ]

Hi All,

 

EDIT: More Info added

It seems that merges into MS Word do not casue the issue. I cannot reproduce using Write / Other Document (From Template)

 

I have a client running Act Professional 2013 (15.1.108.0) via an RDP Environment on a Windows 2012 server. User uses Microsoft RDP to access a Windows 2012 server and runs ACT in that environment. Outlook is 2013.

 

When she selects a company and then goes to Write / Email from Template and selects the template Act crashes with the following information

 

Problem signature:
  Problem Event Name:    APPCRASH
  Application Name:    ActSage.exe
  Application Version:    15.1.108.0
  Application Timestamp:    50c1143d
  Fault Module Name:    StackHash_c97e
  Fault Module Version:    6.2.9200.16578
  Fault Module Timestamp:    515fac6e
  Exception Code:    c0000374
  Exception Offset:    PCH_8C_FROM_ntdll+0x0002DC34
  OS Version:    6.2.9200.2.0.0.16.7
  Locale ID:    1033
  Additional Information 1:    c97e
  Additional Information 2:    c97e7f32a1a3e4b965911709056ccf9a
  Additional Information 3:    8a3f
  Additional Information 4:    8a3f690b7cff518da483d62629083d31

The issue is oddly intermittent. Before I posted this I tried with the same contact but a different template and the application did not crash. I tried a second time and it crashed again.

 

This database was orginally hosted in a citrix based environment running ACT 2013 Premium. The hosting company provided me with a Act Professional 2013 compatible database.

 

Telling Act to run in compatability mode for either Windows 7 or Windows XP SP 3 andattemtpting the same thing brings the mergeing dialog up but apparently hangs. I cant cancel the merge and it never completes, I have to kill act via Task Manager.

 


Accepted Solutions
Solution
Accepted by topic author djrosen
‎09-25-2015 03:20 AM
Copper Contributor
Posts: 6
Country: USA

Re: Sage Act! has stopped working - (INFO ADDED) During merge with template - Server 2012 RDP - Outlook 2013

Thanks for your response.

 

After posting this I called Sage and found out as youve described that Outlook 2013 is not compatible.

 

I could not get any more help out of Sage and there were no replies to this issue that were timely enough for me to try. THis was a customer that was basically dead in the water while this issue was active.

 

I chose to downgrade the customer to Office 2010 to resolve the issue.

View solution in original post


All Replies
Moderator
Posts: 704
Country: USA

Re: Sage Act! has stopped working - (INFO ADDED) During merge with template - Server 2012 RDP - Outlook 2013

As you may know Office 2013 is not fully supported as of yet, but we will give our best efforts to help you.

 

The first thing I will need you to do is follow the steps in this KB article: http://kb.sagesoftwareonline.com/app/answers/detail/a_id/33125/kw/office%202013

 

Once you have those registry files merged, please reboot and test functionality again. Let us know of any changes.

 

The error message you're detailing here can be caused by several different things. If Office 2013 is responding to a request made by Act! using a different protocol than Act! Expects, it could cause this sort of a crash. Also security issues, like an Antivirus software or the built in Windows UAC system could cause this issue. Let's try this:

 

1. Disable UAC 

2. Uninstall/Reinstall Act! 

3. Disable/Enable Microsoft .NET  (Windows Features, uncheck .net 3.5.1, and uninstall .net 4.0. Reboot, Enable .net 3.5.1, and install .net 4.0.  Do not use an uninstaller utility, just use windows features.)

 

Let us know here what happens after you do those things, or if you don't see anything that I've mentioned here.

Billy Clark
Swiftpage
Act! Knowledgebase: http://kb.act.com
Solution
Accepted by topic author djrosen
‎09-25-2015 03:20 AM
Copper Contributor
Posts: 6
Country: USA

Re: Sage Act! has stopped working - (INFO ADDED) During merge with template - Server 2012 RDP - Outlook 2013

Thanks for your response.

 

After posting this I called Sage and found out as youve described that Outlook 2013 is not compatible.

 

I could not get any more help out of Sage and there were no replies to this issue that were timely enough for me to try. THis was a customer that was basically dead in the water while this issue was active.

 

I chose to downgrade the customer to Office 2010 to resolve the issue.

Copper Contributor
Posts: 6
Country: United States

Re: Sage Act! has stopped working - (INFO ADDED) During merge with template - Server 2012 RDP - Outlook 2013


bclark wrote:

As you may know Office 2013 is not fully supported as of yet, but we will give our best efforts to help you.

 

The first thing I will need you to do is follow the steps in this KB article: http://kb.sagesoftwareonline.com/app/answers/detail/a_id/33125/kw/office%202013

 


I have Act! Premium Version 16.0.291.0, Hot Fix 4 with Office 2013 and was receiveing the same error. The knowledgebase article above fixed it for me.

 

Thanks

Copper Contributor
Posts: 16
Country: USA

Re: Sage Act! has stopped working - (INFO ADDED) During merge with template - Server 2012 RDP - Outlook 2013

We are experience the same issue Act! Premium Version 16.0.291.0, Hot Fix 5  and Outlook 2013.

 

Is there a new link to this article? The Sage link is broken for obvious reasons. 

 

Thanks,

Aaron

Platinum Elite Contributor
Posts: 14,384
Country: Australia

Re: Sage Act! has stopped working - (INFO ADDED) During merge with template - Server 2012 RDP - Outlook 2013

Aaron,

This is the updated link:
http://kb.swiftpage.com/app/answers/detail/a_id/33125

Shouldn't be relevant to Act! v16 ... so create a new thread with your specific details
Copper Contributor
Posts: 27
Country: USA

Re: Sage Act! has stopped working - (INFO ADDED) During merge with template - Server 2012 RDP - Outlook 2013

We are having the same problem with Act v16 & Outlook 2013.

 

Problem signature:

  Problem Event Name:                        APPCRASH

  Application Name:                             Act!.exe

  Application Version:                           16.0.291.0

  Application Timestamp:                     523a33c0

  Fault Module Name:                          StackHash_3ce3

  Fault Module Version:                        6.3.9600.16502

  Fault Module Timestamp:                  52c35a76

  Exception Code:                                  c0000374

  Exception Offset:                                PCH_2C_FROM_ntdll+0x0003C1AC

  OS Version:                                          6.3.9600.2.0.0.256.48

  Locale ID:                                             1033

  Additional Information 1:                  3ce3

  Additional Information 2:                  3ce323ccca59dce227417212bb20ca96

  Additional Information 3:                  573c

  Additional Information 4:                  573cf7e0831b9c757982e7cda6c1c12c

New Member
Posts: 1
Country: USA

Re: Sage Act! has stopped working - (INFO ADDED) During merge with template - Server 2012 RDP - Outlook 2013

This exact error is happening using ACT 17 and Office 2013 x86.  Anyone know if the files for v16 will work?

 

This is on RDS 2012 R2