OutlookYou have noticed that after launching Microsoft® Outlook, the Act! Icons on the Outlook toolbar are missing.

When ACT! and Outlook are properly integrated, the following ACT! icons will be available in Outlook:



    1. Outlook Mail view:
      Attach to ACT! Contacts
      Create ACT! Contact
      Create ACT! Activity
      Quick Attach
      Sync Contacts with ACT! (only available with Sage ACT! 2011 and later)
      Sync Calendar with ACT! (only available with Sage ACT! 2011 and later)

    1. Outlook Contact view:
      Sync Contacts with ACT! (only available with Sage ACT! 2011 and later)
      Sync Calendar with ACT! (only available with Sage ACT! 2011 and later)

    1. Outlook Calendar view:
      Sync Contacts with ACT! (only available with Sage ACT! 2011 and later)
      Sync Calendar with ACT! (only available with Sage ACT! 2011 and later)



The Act! icons will show in each Outlook view, but only the ones listed above will be functional.




NOTE: As you attempt to resolve this issue, make sure Outlook is not still running as a process when completing steps that require Outlook to  be closed. For more information, please refer to the following Knowledgebase Answer for more information:


Outlook® Remains Open in Task Manager After Closing Answer ID: 23949




Icons Previously Present If the Act! icons were previously present in Microsoft Outlook and no changes have been made, the first step to troubleshoot the issue is to close Outlook and ensure the Outlook task has ended (see NOTE above).  Once the Outlook task has ended, open Outlook and check for Act! icons.  If the icons are not present, continue with the following steps.




Add Act! Address Book in Outlook The Act! icons will not display in Outlook if the Address has not been properly added to Outlook. Please see the following Knowledgebase articles for the procedure to add the Act! address book to Outlook:


How to Add My Act! Address Book to Microsoft® Outlook® 2003, Outlook 2002 (XP) or Outlook 2000 Answer ID: 19204

How To Add My Act! By Sage Address Book To Microsoft® Outlook® 2007 Answer ID: 21428
How to Add My Act! Address Book to Microsoft® Outlook® 2010 Answer ID: 26796

Note: If you are using multiple Outlook profiles, the Act! Address Book will need to entered in each profile.




Act! Extensions Check to verify that the Act! add-in is enabled within Outlook:
click to expand/collapse this section Outlook 2002/2003


Ensure that the Act! add-in is selected:

    1. Open Outlook.

 

    1. Click the Tools menu, then choose Options.

 

    1. Select the Other tab and click on Advanced Options.

 

    1. Click on the Add-in manager.

 

    1. Check the box next to ACT! extensions if it is not already checked.

 

    1. Click OK three times.

 

    1. Restart Outlook and test.



Note: The Act! Outlook extensions will only apply to ACT! by Sage 2008 and below. ACT! by Sage 2009 and higher do not use these extensions within Outlook.


 

click to expand/collapse this section Outlook 2007 (ACT! 2008 and higher)

    1. Open Outlook

 

    1. Click Tools then Trust Center.

 

    1. Click Add-Ins on the left.

 

    1. Make sure ACT! Outlook add-in is in the list of active application add-ins.

 

    1. If not, then go down to the Manage dropdown at the bottom of the screen, choose COM Add-Ins and click Go.

 

    1. Make sure that ACT! Outlook add-in is selected. click OK.

 

    1. Repeat steps 2 & 3 to reopen the privacy options screen.

 

    1. Go back down to the Manage dropdown, change to Exchange Client Extensions and click go.

 

    1. Make sure that Redemption Outlook Helper Extension is selected. click OK.

 

    1. Restart Outlook and test



 

click to expand/collapse this section Outlook 2010 (Sage ACT! 2011 and higher)

    1. Open Outlook

 

    1. Click File and then select Options. The Outlook Options dialog box appears.

 

    1. Click Add-Ins on the left.

 

    1. Make sure ACT! Outlook add-in is in the list of active application add-ins.

 

    1. If not, then go down to the Manage dropdown at the bottom of the screen, choose COM Add-Ins and click Go.

 

    1. Make sure that ACT! Outlook add-in and Redemption Outlook Helper Extension is selected. Click OK.

 

    1. Restart Outlook and test



 




If that does not resolve the issue, Outlook may have disabled the features. Use the following to determine if Outlook has disabled the options:
click to expand/collapse this section Outlook 2002/2003


    1. Launch Outlook

 

    1. Click the Help menu, and then click About Microsoft Outlook.

 

    1. In the lower right corner of the window, click Disabled Items.

 

    1. You will see at least one item listed in the Disabled Items window. look for a file path that ends with either:

        • ACT! by Sage 2006: act7ext.dll or act7ab32.dll (capitalization may differ)

        • ACT! by Sage 2007-2010: act9ext.dll or act9ab32.dll (capitalization may differ)


      This path will vary depending on your operating system. (looking at the end of the path is the easiest method for locating the ACT! add-in components.)

 

    1. If you see either of the two items mentioned in step 4, enable them.

 

    1. Close Outlook and Act!

 

    1. Restart Outlook and test.



 

click to expand/collapse this section Outlook 2007 (ACT! 2008 and higher)

    1. Open Outlook.

 

    1. Click Help then Disabled Items.

 

    1. Look for a file path that ends with act9ext.dll or act9ab32.dll (capitalization may differ). This path will vary depending on your operating system. (Looking at the end of the path is the easiest method for locating the Act! add-in components.)

 

    1. If you see one or both of the items listed above, highlight them and click Enable.

 

    1. Restart Outlook and test.



 

click to expand/collapse this section Outlook 2010 (Sage ACT! 2011 and higher)

    1. Open Outlook

 

    1. Click File and then select Options. The Outlook Options dialog box appears.

 

    1. Click Add-Ins on the left.

 

    1. Click Disabled Items and click Go.

 

    1. Look for a file path that ends with act9ext.dll or act9ab32.dll (capitalization may differ). This path will vary depending on your operating system. (Looking at the end of the path is the easiest method for locating the Act! add-in components.)

 

    1. If you see one or both of the items listed above, highlight them and click Enable.

 

    1. Restart Outlook and test.



 




Macro Security To attempt to resolve this issue, reduce the macro security level to test if the Act! add-in is being blocked from running.
click to expand/collapse this section Outlook 2002/2003


    1. Open Outlook

 

    1. Click Tools > Macro and then select Security

 

    1. On the Security Level tab, select the Low option.
      Image

 

    1. Restart Outlook and test.



 

click to expand/collapse this section Outlook 2007 (ACT! 2008 and higher)

    1. Open Outlook

 

    1. Click Tools then Trust Center.

 

    1. Click Add-Ins on the left.

 

    1. Ensure that the option that states "Apply macro security settings to installed add-ins", is unchecked.
      Image

 

    1. Restart Outlook and test.



 

click to expand/collapse this section Outlook 2010 (Sage ACT! 2011 and higher)

    1. Open Outlook

 

    1. Click File and then select Options. The Outlook Options dialog box appears.

 

    1. Click Trust Center on the left and then select Trust Center Settings.

 

    1. Click Macro Settings and ensure that the option that states "Apply macro security settings to installed add-ins", is unchecked.

 

    1. Restart Outlook and test



 




Internet Zone (Outlook 2002, 2003) This issue may be caused by the default Internet zone setting in Outlook 2002 and 2003 being set to Restricted. To change this setting, follow these steps:

    1. From the Tools menu, select Options, then select the Security tab.

 

    1. In the Internet Zone section, change the zone to Internet. Click OK.

 

    1. Close and reopen Outlook.






Outlook Toolbar You may be able to resolve this issue by resetting the Outlook toolbar. Follow the steps that apply to your version of Outlook:
Outlook 2002, 2003, 2007


    1. From the Tools menu, select Customize. Click on the Toolbars tab.

 

    1. First verify that the Standard menu box is selected. If not, then select it and see if the Act! icons are there.

 

    1. If the Act! icons are not in the Standard toolbar, then highlight Standard and click Reset. Click Close.

 

    1. Close and re-open Outlook.



Outlook 2010

    1. Click the File tab, then select Options.

 

    1. From the options on the left, select Customize Ribbon.

 

    1. On the right under the list of tabs, click Reset > Reset all customizations. Select Yes when prompted.

 

    1. Click OK to save.

 

    1. Close and re-open Outlook.






Disable Third-Party Add-ins You can temporarily disable other Third-party Add-ins to see if any conflicts are the cause of the issue.
click to expand/collapse this section
Outlook 2002/2003


    1. In Outlook click the Tools menu, and then click Options. The Options dialog box appears.

 

    1. Under the Other tab click Advanced Options from the General section. The Advanced Options dialog box appears.

 

    1. Click the Add-In Manager option. The Add-In Manager dialog box appears.

 

    1. Disable all options except for ACT! Extensions, and then click OK. The Advanced Options dialog box reappears. Click the COM Add-Ins option. The COM Add-Ins dialog box appears.

 

    1. Disable all options, and then click OK. The Advanced Options dialog box reappears.

 

    1. Click OK. The Options dialog box reappears.

 

    1. Restart Outlook and test.



 

click to expand/collapse this section Outlook 2007 (ACT! 2008 and higher)

    1. Open Outlook

 

    1. Click Tools then Trust Center.

 

    1. Click Add-Ins on the left.

 

    1. Click COM Add-Ins and click Go.

 

    1. Disable all options except for ACT! Outlook add-in

 

    1. Restart Outlook and test.



 

click to expand/collapse this section Outlook 2010 (Sage ACT! 2011 and higher)

    1. Open Outlook

 

    1. Click File and then select Options. The Outlook Options dialog box appears.

 

    1. Click Add-Ins on the left.

 

    1. Click COM Add-Ins and click Go.

 

    1. Disable all options except for ACT! Outlook add-in

 

    1. Restart Outlook and test



 

NOTE: The Team Viewer Add-In for Outlook also uses mscoree.dll and when enabled will cause the Act! Add-Ins to not load.




Load Behavior Use these steps to verify the Load Behavior is set at the correct value for the Act! add-in to load correctly.


      1. Close Act! and Outlook.

 

      1. Click Start and select Run.

 

      1. The Run dialog box appears. In the Select field, type regedit.




Caution: We strongly recommend that you back up the system registry before making any changes. Incorrect changes to the registry could result in permanent data loss or corrupted files. Please make sure you modify only the keys specified. For detailed information on backing up the Windows Registry, click the link below:

Title: How to Backup the Windows® Registry Answer ID: 13807


 

    1. Browse in the registry to the following keys:Close the Registry.

        • 32-bit operating systems: HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins\ ACTOutlookAddin.Connect. 64-bit operating systems:  HKEY_LOCAL_MACHINE\Software\WOW6432node\Microsoft\Office\Outlook\ Addins\ACTOutlookAddin.Connect.

        • HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\ ACTOutlookAddin.Connect.


      On the right hand side of the window, verify that the load behavior is set to 3. If it is not set to 3, right click on the Load Behavior key and select Change. The Edit DWORD Value dialog box appears, change the Value Data to 3.



    1. Open Outlook and test.






Removing the Address Book from the Registry After you have followed the steps above and the error still persist, please apply the additional steps below:


      1. Close Act! and Outlook.

 

      1. Click the Windows Start button and select Run.

 

      1. The Run dialog box appears, type regedit.




Caution: We strongly recommend that you back up the system registry before making any changes. Incorrect changes to the registry could result in permanent data loss or corrupted files. Please make sure you modify only the keys specified. For detailed information on backing up the Windows Registry, click the link below:

Title: How to Backup the Windows® Registry Answer ID: 13807


 

    1. Browse to HKEY_CURRENT_USER\Software\ACT\OutlookAddressBooks.

 

    1. Individually right-click on folders 1, 2, and 3 and select Delete.

 

    1. Close the registry

 

    1. Click Here for instructions on to add the Act! Address back into Outlook.






Replace ACT! Plug-in files You can attempt to replace the Act! plug-in files for Outlook Integration to attempt resolution:

    1. Close Outlook and Act!

 

    1. Open My Computer and browse toC:\Windows\System32

 

    1. Click Tools and select Folder Options. The Folder Options dialog box appears. Click the View tab and activate Show hidden files and folders and clear the check box beside Hide extensions for known file types.

 

    1. Click OK for the changes to apply. Locate and rename the following files:Insert the Act! installation CD into the CD-Rom drive and click Browse CD or access the Act! download media.

        • ActAB32.dll. Rename to ActAB32.old

        • Actext.dll Rename to Actext.32.old

        • Act9AB32.dll Rename to Act9AB32.old

        • Act9ext.dll Rename to Act9Ext.old




    1. Browse to the following location:Standard: ACTSTD\System32 Premium: ACTWG\System32

 

    1. Right click on the Act9AB32.dll and the Act9Ext.dll and select Copy.

 

    1. Browse to C:/Windows/System32 folder and click the Edit menu and select Paste. Close My Computer.

 

    1. Launch Outlook and add the Act! Address Book.






Damaged Add-in Registry Entries The following steps have been known to resolve this issue. Please use the following steps to attempt resolution:
click to expand/collapse this section Recreate Add-in Registry Entries



      1. Close Act! and Outlook.

 

      1. Click Start and select Run.

 

      1. The Run dialog box appears. In the Select field, type regedit.




Caution: We strongly recommend that you back up the system registry before making any changes. Incorrect changes to the registry could result in permanent data loss or corrupted files. Please make sure you modify only the keys specified. For detailed information on backing up the Windows Registry, click the link below:
Title: How to Backup the Windows® Registry Answer ID: 13807



    1. Browse to the following file location: HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins\ACTOutlookAddin.Connect

 

    1. Right-click on the ACTOutlookAddin.Connect folder and select Delete.

 

    1. Scroll back to the top of the Registry Editor window and click My Computer.

 

    1. Click Edit and select Find. The Find dialog box appears.

 

    1. In the Find What field, type ActOutlookAddin.Connect

 

    1. Double click on the highlighted file that is found to expand the folder and locate the CLSID folder.

 

    1. In the right side panel, highlight and right-click on Default and select Modify. The Edit String dialog box appears.

 

    1. In the Value Data field, highlight the text, right-click and select Copy. Click OK to close the dialog box.

 

    1. Click Edit and select Find. The Find dialog box appears.

 

    1. In the Find What field, right-click and select Paste.

 

    1. Double click on the highlighted file that is found to expand the folder and locate the InprocServer32 folder.

 

    1. There should be only one file folder listed here. If there is one folder listed, please proceed to Step 20. If you have more than one folder, please continue to the next step below.

 

    1. Launch My Computer and browse to C:\Program Files\ACT\ACT for Windows and locate the ActOutlookAddin.dll file.

 

    1. Right-click on the ActOutlookAddin.dll and select Properties and click the Version tab. Note the version of the file, this is the version currently being used by ACT!.

 

    1. Within the InprocServer32 of the CLSID key located in Step 14, delete all file folders that DO NOT match the file version of the ActOutlookAddin.dl file that you determined in Step 17 above. To delete the file folder, right-click on the folder and select Delete from the shortcut menu.

 

    1. In the registry, locate the HKEY_CURRENT_USER main key and browse down to HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins \ACTOutlookAddin.Connect. On the right hand side of the window, verify that the load behavior is set to 3. If it is not set to 3, right click on the Load Behavior key and select Change. The Edit DWORD Value dialog box appears, change the Value Data to 3.

 

    1. Close the Registry.

 

    1. Launch My Computer (or Computer) and browse to C:\Program Files\ACT\ACT for Windows and locate the actoutlookaddin.dll file. Right-click the file and select Copy.

 

    1. Browse to C:\Program Files\ACT\ACT for Windows within My Computer and locate the following files:

        • RegAsm.exe - right click on the file and select Paste from the shortcut menu.

        • gacutil.exe - right click on the file and select Paste from the shortcut menu.


 

    1. Reopen Outlook® and test.



 




Damaged Microsoft Outlook Application: If the steps above does not resolve this issue, it is likely that your installation of Outlook is damaged. To resolve this issue you may have to recreate the Outlook 'Extend.dat' file, attempt to repair Outlook, or re-install the Outlook application.
To recreate the Extend.dat file:


    1. Close Outlook®

 

    1. Open My Computer, Computer, or Windows Explorer and browse to the appropriate location for your operating system:Delete the file Extend.dat

        • Windows XP/Windows Server 2003 - C:\Documents and  Settings\%username%\Local Settings\Application data\Microsoft\Outlook

        • Windows Vista/Windows 7/Windows Server 2008 - C:\Users\%username%\AppData\Local\Microsoft\Outlook


 

    1. Delete the Extend.dat

 

    1. Reopen Outlook. This will recreate the file.



All Microsoft Office 2000-2003 applications come with a Detect and Repair feature that can be accessed under the Help menu. You must have the Microsoft Office (or Microsoft Word) installation CD to complete this process.
Microsoft Office 2007 applications come with an Office Diagnostics feature that is found under the Help menu. You do not need your Office installation CD to run this.
Microsoft Office 2010 applications need to be repaired by accessing the Add/Remove Programs (Programs and Features if using Windows 7/Windows Vista) section from the Control Panel. Click Change on Microsoft Office 2010 in the list and select the Repair option.


IMPORTANT NOTE: When performing the Detect and Repair (Office 2000-2003), do NOT enable the check box "Discard my customized settings and restore default settings" as doing so will necessitate an uninstall and reinstall of ACT!.
For additional details on repairing or reinstalling Microsoft Outlook, please contact Microsoft.
In the event that Outlook needs to be uninstalled to attempt resolution, ACT! will need be reinstalled after Outlook is reinstalled. For more information on reinstalling ACT!, please refer to the following Knowledgebase Answers:
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2014-12-27 11:55:34
 
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