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Technical Frequently Asked Questions (FAQ)

List of the most frequent technical questions received

Most situations you encounter with Act! can be solved easily with the help of the knowledgebase offered by the publisher at this address:  kb.act.com

Here are the most frequent questions our technicians receive at Keystroke:


Installation and setup

How to install Act! ?

Instructions for Act! v18 (Pro or Premium):  http://kb.swiftpage.com/app/answers/detail/a_id/38222/
Instructions for UPGRADE from an older version to Act! v18:  http://kb.swiftpage.com/app/answers/detail/a_id/38225

Is Act! compatible with Windows 10 ?

Yes.  Act! v18 was the first version to pass the certification tests for Windows 10.

Official information by the manufacturer (Swiftpage):  http://kb.swiftpage.com/app/answers/detail/a_id/38167

Troubles and Solutions for Windows 10:  http://kb.swiftpage.com/app/answers/detail/a_id/38170

Is Act! compatible with Office 2016 ?

Yes.  Act! v18 passed the certification tests for Office 2016.

Official informatin by the manufacturer (Swiftpage):  http://kb.swiftpage.com/app/answers/detail/a_id/38203

How to setup the Act!/Outlook sync

Complete procedure here: http://kb.act.com/app/answers/detail/a_id/38580

How to do a Manual SQL install

Complete procedure here: http://kb.act.com/app/answers/detail/a_id/38099

How to backup my database

In the menu, select File/Backup/Database…

Full procedure here: http://kb.swiftpage.com/app/answers/detail/a_id/19211

How to share a database on the network

Sharing a database requires a SQL connexion and a folder share in order to work.

Complete procedure here: http://kb.swiftpage.com/app/answers/detail/a_id/13878

How to define new fields in your database

Complete procedure here: http://kb.act.com/app/answers/detail/a_id/15331 

How to design layouts

Complete procedure here: http://kb.act.com/app/answers/detail/a_id/15332

How to manage Users

Complete procedure here: http://kb.act.com/app/answers/detail/a_id/19474 

How to manage User Security

Complete procedure here: http://kb.act.com/app/answers/detail/a_id/15284 

How to Move an Act! database

Complete procedure here: http://kb.act.com/app/answers/detail/a_id/30304 

How to remove Act!

Act! can be uninstalled by the Windows uninstaller (Control Panel), but you can also manually remove remaining data by deleting the ACT folders in C:Program Files – C:(user)AppData.  If you also want to remove all references in the Windows registry, follow the following procedure.

Complete procedure here: http://kb.swiftpage.com/app/answers/detail/a_id/19338

If things don't go as expected...

The Act! / Outlook 2016 link fails

This is a Microsoft bug and not a Act! bug, but we have a solution for you !

Follow these 5 easy steps:

1- In Outlook, go in Files - Office account
2- Click on update uptions and deactivate updates
3- Downgrade Outlook 2016's version
4- Download this script from this link and run it:  http://kb.act.com/ci/fattach/get/33937/0/filename/2016_Office_UpdateTo16.0.4229.bat   (Takes approximately 5 minutes to run)
5- Re-launch Act! and Outlook once the update Outlook window closes

I click on the Act! icon and nothing happens

Certain anti-virus updates, like AVG for example, block Act!.  De-activate your anti-virus to check if Act! starts, and then set the proper exceptions:

Additional information on firewalls and anti-virus: http://kb.swiftpage.com/app/answers/detail/a_id/25125

I’m unable to activate Act! with my serial number

This situation can happen in many situations, the most common being Windows user Access without enough privileges.

Information from the publisher: http://kb.swiftpage.com/app/answers/detail/a_id/13727

Office (Word, Excel, Outlook) is slow since the installation of Act!

Microsoft developed a “patch” to solve issues caused by Office.  Close Office and run Microsoft.VbeInterop.V10.1.

File to run: Microsoft.VbeInterop.v10.0

Layout doesn’t seem right on my Windows Surface (And other high resolution screen)

While you wait for the fix proposed for may 2nd 2016 on Act! v18.1, you can apply this fix proposed by a partner.  See video for instructions:

High DPI fix: http://www.snapintools.com/dpi

I can’t find my old Swiftpage eMarketing since my upgrade to Act! v17 (or Act! v16.1+)

The new Act! eMarketing (AEM) remplaces Swiftpage eMarketing, but you can reactivate it in TOOLS/MANAGE ADD-ONS by selecting ACTSPE2005.

Complete procedure here: http://kb.swiftpage.com/app/answers/detail/a_id/36685

My Outlook eMails don’t get attached to history

After installing Act!, you have to configure the Act!/Outlook link in  Tools/Preferences/E-mail & Outlook Sync/E-mail System Setup…

Complete procedure here: http://kb.swiftpage.com/app/answers/detail/a_id/26832

The Act!/Outlook configuration is in place and eMails still don’t attach

Complete procedure here: http://kb.swiftpage.com/app/answers/detail/a_id/13826 

My database synchronisation doesn’t work

Windows firewall, connexion address and different Act! version are the main causes for a synchronisation trouble.

Here are the steps to solve synchronisation issues: http://kb.swiftpage.com/app/answers/detail/a_id/14584

Act! stays open in Task Manager when I close it and I can’t open it again

It is possible to close Act! from the Windows Task Manager, but the reason for this might be related to your TeamViewer configuration.  Try checking the “Enable integrated system health checks” box in Extras/Options/Advanced/Show advanced options

I can’t save my preferences

This problem is encountered in regional versions of Act! (like French) and can be solved by changing the Windows regional settings to English-Canada.  You then need to delete the preferences folder and restart Act!.

Instructions to delete the preferences folder: http://kb.swiftpage.com/app/answers/detail/a_id/14770

All my database fields show a dropdown button that can’t be selected

This problem is encountered in regional versions of Act! (like French) and can be solved by changing the Windows regional settings to English-Canada.  You then need to delete the preferences folder and restart Act!.

Instructions to delete the preferences folder: http://kb.swiftpage.com/app/answers/detail/a_id/14770

I can’t open my database or can’t create a new one

Check that Microsoft SQL service is started.  Press the WINDOWS key and run command services.msc to then manually start SQL Server (ACT7)

I get this error "The database cannot be accessed"

Complete procedure here: http://kb.act.com/app/answers/detail/a_id/14568 

I get this error "Object reference not set as an instance of an object"

Complete procedure here: http://kb.act.com/app/answers/detail/a_id/24350 

My database is locked

Follow these steps to unlock
- Close Act!
- Click the Start button
- In the Search box on the start menu, type actdiag
- When Act! Diagnostics opens, click Databases, then Database List
- Locate your database on the list, then click to the left of it to highlight it
- Right-click on the database and select Unlock Database
- Close the utility, then re-open Act! and your database

When trying to open the database, you get this message: “The database could not be accessed. In order to access this database, check your network connection”

Complete procedure here: http://kb.swiftpage.com/app/answers/detail/a_id/19640

I get the error “Cannot insert duplicate key row in object ‘sys.syscommittab”

Complete procedure here: http://kb.swiftpage.com/app/answers/detail/a_id/28141

Who we are?

Specializing in CRM software for small to medium sized businesses, through expert counsel, deployment, hosting, support, and development services.

Delivering fruitful CRM solutions since 1994, Keystroke is the #1 Act! Reseller in the World and Master Act! Distributor for Canada.

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Toronto   500 Gordon Baker Rd. Toronto, ON, M2H 3B4
Toll Free : 800.857.0558
Office : 416.499.3090
Fax : 416.499.1090
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Toll Free : 800.939.4737 Ext. 1
Office : 519.579.1408
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Toll Free : 888.880.0449
Office : 514.666.7587
Fax : 514.666.9851

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