Let me begin by apologizing in advance for the length of this post in advance, but it was important to include as much detail as possible.

On May 6th Service Pack 1 for ACT v16 was released, which included many fixes and product improvements. It is Keystroke Hosting policy to wait until a Service Pack has been out for at least a month, before scheduling the effected servers and hosting customers for such upgrades.

There are several reasons for this delay, not the least of which is to allow time for any related Hot Fixes to be delivered that arise from the Service Pack release (as in the case of the May 23rd HF to correct a SP1 bug with emailing), and to plan for the best deployment time.

To understand the changes, fixes, and improvements included with SP1, please visit the following link:

Such product updates should not concern users, as the patching process is relatively easy to complete and usually includes many important fixes. And as much as this process must be planned to avoid disruption, it cannot be delayed much longer either. Many of our subscribers are now seeing pop-ups within their ACT software prompting them to update to the newer version. This would not be a problem for standalone users of ACT to apply such an update, but hosting subscribers working with others would immediately be cut off from synching with our servers by doing so, and thereby disconnect themselves from rest of their team.

This is worth avoiding.

As such, this process has to be planned, and we are taking advantage of the following week’s two statutory holiday’s to implement such updates, so that business disruptions can be minimized.

The scheduling of these updates will be as follows:

    • On July 1st, we will be upgrading two of our servers which are mostly populated with Canadian customers. This will take place early Tuesday, and will likely be completed by early afternoon the same day. Priority will be given to complete American owned databases first, to reduce the disruption during their business hours.


    • All subscribers should complete their final sync by 8PM EST on June 30th. Team leaders must impress upon their users the importance of completing this process, because if a new database needs to be cut for them as a result of this patch, we want it to include all their updates.


    • During the server update process you will be able to operate the offline client versions of ACT without issue, you just won’t be able to sync. Your ability to access the web client will be disrupted during this time, the length of which will depend on the order of your database in the upgrade process.


    • All users of the Windows version of ACT v16, namely the offline client, will then need to update. This can be done after the last sync on June 30th, or during the day of July 1st or 2nd , whichever is more convenient. The download files can be found at the following link.

    • Team Leaders must be aware that remote users will require “Remote Administration” security permissions to complete this upgrade process on their own.

Information for completing this upgrade process on your own can be found at the following link:, but in truth the process can be broken down to these simple steps:

    1. Do a clean restart of your computer.


    1. Download the upgrade to ACT v16.1 from here!_premium_v16-sp1.exe, or read the KB article above for how to run the ACT update inside of ACT.


    1. Download this file, and click run to unpack it. In some rare cases you may receive an error with unpacking the file due to a WinZip issue. Please see: to find several workarounds


    1. Once this is complete it will present a pop-up menu offering to install ACT v16


    1. Follow through the prompts, and complete the installation. This should proceed without difficulty, and you should select all the default options.


    1. Once completed, restart the computer, and open your database. It will prompt you to back-up your database, which we normally recommend.


    1. Proceed with the update, and it should run for about 10-minutes before completion. Once done, you can resume your normal ACT work.

Users of SwiftPage EMarketing should take note that they may be prompted to switch to ACT-Emarketing (AEM) as part of this update. This is optional, and easy to switch back and forth.

This ACT update process will repeat itself on July 4th for Hosting subscribers on our other two un-upgraded ACT v16 servers (many of our newer customers will be unaffected as we deployed the last two servers with ACT 16.1 already installed, so no update is required).

Please note that there is no costs associated with the upgrade of your database on our server. This service is included with our hosting package. However, customers requesting assistance with the upgrade of their ACT software installed on their computers should understand that this would be a billable service. We do not anticipate this to be required, and if it is, Silver and Gold Business Care subscribers would receive free assistance from SwiftPage to do so.

We will notify you of the scheduled dates for your upgrade today or tomorrow so that you can plan accordingly. If you have any questions, please contact our office at 416-499-3090 or toll free at 800-857-0558.


Ken Quigley
Keystroke Quality Computing Inc.

2014-06-26 09:16:17
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