Unable to install Act! Link 2008 for Pocket PC on Windows Vista 32

Vista does not use activesync.  It uses Windows Mobile Device Center.  I have downloaded the file from the website.  After installing, Windows Update downloads and installs the newest updates for WMDC.

Anyone have this problem before?  I have gone through so much time trying to figure it out.  I think I have aged at least 5 years.

Thanks

ok.  I have found a solution.  My client decided to buy support from ACT! for $300 for one year.  They had a registry file that would change the default location of the activesync program to WMDC.  Don't know why I didn't think of that.  Oh well live and learn.  The funny thing is that this reg file is not available on their site.  They gave me two different links to this file and both links were invalid.  They eventually had to e-mail me the reg file.  Lovely ACT!.  Now it is working though.  

Per chance you could include that reg file in a post?

Good question.  There is no link to it.  They sent it to me via attachment.  Can I upload here?

Under comment, attach code snippet?  That would be the solution.  Its a reg file, just copy and past the contents of the file, it cant be very large.

Here ya go.

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\App Paths\WCESCOMM.EXE]
@="C:\\Windows\\WindowsMobile\\wmdc.exe"

                                              

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I found my own answer. Please close this thread

jabramsza, I have the same problem.  I tried your reg fix - didn't work for me.  Same error message: ACT! Link for PocketPC requires Microsoft ActiveSync.  What am I missing?

there is an upgrade on act! website to help with the problem.  If it doesn't work after that, try the reg again.  However, even after you are able to install, you will have problems.  I have talked to act! extensively about this.  Act! link does not work well with vista. There are known defects that act! does not disclose on their website. I had a support 2 tech work on my machine for 3 hours, and she was not able to consistenlty get it working.  I would suggest downgrading to windows xp and using companionlink (using the direct conduit) to get the job done.  Bar that I would get the HHC wireless sync (for use with Vista).  It costs about $300 or so dollars a year, but everyone seems to use it.  I hope this helps.  

I'm using Vista Business with an HTC TyTN II running Windows Mobile 6 Professional, and have also had real problems getting Act! to sync. I purchased Companionlink Pro, as it looks as if Act uses a cut down version of this for their own Act Link, but even then we had problems. We eventually resolved the issue, so if anyone needs a solution, let me know.

120166 - have you tried Handheld Contact? Most of the Sage staff and ACT! Consultants use it... mught be worth playing with the trial - www.GLComputing.com.au/HHC

120166: What was your resolution on this?  I eventually went to Windows XP.  Which solved all of my problems.  When I called Act! they specifically stated known unresolved defects they had when trying to sync with WM6 devices.

With Handheld Contact, they had to install the Windows Mobile version differently for Vista machines. Obviously there is something quite different for Vista machines, but we have several users with HHC running from Vista without an issue

GL computing:  Curious, in what way did they install WMDC differently for Vista?  Vista at this point is just nasty in my opinion.  Had a lot of problems including the infamous "infcache1" issue.  

With XP, the installer puts the software on the device automatically.
With Vista, the user needs to download the CAB files and install via the MDC.

After that, it's fine as it sync's wirelessly... so it's not dependant on the same methods that the ACT! Link and CompanionLink uses.

Ah.  Are there some clients that still have problems syncing wirelessly with ACT! and Vista?  Particularly WM6 devices?

Handheld Contact is the only way I'd use to sync wirelessly ... work for Blackberry and Windows Mobile (5 and 6), and from XP and Vista.

jabramsia: thanks for the feedback (sorry for the misspell earlier).  My experience with ACT support is BAD!  Can't imagine what you endured to get as far as you did with this problem.  Due to the lousy support and other issues sync'ing my desktop with my laptop and my Windows mobile phone, I'm seriously considering a diff PIM solution.
120166:  I too am curious about your solution.  Would you post more info?
GLComputing:  Thanks for the feedback - I briefly looked at Handheld Contact.  I'm not sure I'm ready to spring for an annual service fee, especially considering I may switch from ACT to another PIM solution.
Thanks everyone -

I think you can also get HHC on a monthly basis in the US... that might get you going till you are ready to make a decision

dan e holland:  I went through HELL.  I have not seen worse support.  Really, this company sucks.  I actaully have one of their support supervisors on record explaining to me about how they have known defects in their product.  I asked him how long they knew about these defects.  He said he didn't know.  I asked when there will be a fix.  He says he doesn't know.  I ask why they don't have this information on the ACT! website, although when you call support they say you can find all of your answers on the kb which is "updated in real time", and he says he doesn't know.  I finally talked to the General Manager (after failing to get reliable support from Customer Loyalty and the Vice Pres. of Customer Support) and received a full refund on the $300 my client spent for support for the year.  So now we have free support for the next year.  However, I don't think that the support is even worth free.  I want to change my client over to a new CRM, but he has been with ACT! for 10 years.  I am seeing if I could possibly migrate his database over to Junxure?! Anybody know about this CRM? If you want more information on who to call to really complain, let me know. I have all of the numbers.  These people gave me so much lip service , telling me how they understood all of the problems I had, and that my "suggestions" were going to be in the next meeting.  Yea, that will be the day:) I am pretty sure they are going to end up reselling ACT! again. The programming of ACT! is not in-house either.  It is outsourced like the rest of their company.

"I have not seen worse support.  Really, this company sucks.  I actaully have one of their support supervisors on record explaining to me about how they have known defects in their product. "

There is not a commenrcial product that has ever been released that doesn't have known problems. It's on record that when Microsoft released Windows 2000, there were 60,000 known problems.

Which "General Manager" of support?

I can't see ACT! being sold... with or without the other CRM products they do. It's worth to much.
You're also wrong about the programming of ACT!... what on earth makes you think it's outsourced? I've spoken to several of the developers... all paid employees of Sage US.

The only think that's outsourced as far as I'm aware is first-level support... as it is for most US software companies theses days - and with that, you're right. It Sux.

Wow! Eight posts in as many minutes.....

OK here's my experience (so I can remind myself how I did it next time!):
1) In order to get Vista to even detect the HTC TyTN II, I had to disable "Advanced Network Functionality" on the PDA. (Settings/Connections/USB to PC and untick box). This is ticked by default, but every thread I've read and every technician I've spoken to recommends you untick this box.
2) Disconnect the PDA and go to Programs/Activesync/Menu/Options on the PDA. Highlight the top field (usually "Windows PC" and click Delete. The PDA may hang, in which case soft reset and delete again.
3) Open Companionlink Setup and type CTRL SHIFT and D to open the location of the companionlink profiles. Highlight all the files in this directory and delete them. Close Companionlink.
4) Open Windows Mobile Device Centre, click Settings, and End the Partnership with your phone.
5) Uninstall Windows Mobile Device Center using Add/Remove programs, then reinstall it from the CD that came with your device. I had the latest build in Vista which didn't work, but installing the version on the CD worked!
6) Plug in your PDA/phone and Vista should install the drivers automatically and launch Windows Mobile Device Center. Click to Setup Your Device, and make sure you untick ALL the conduits/contents. Click Save, allow it to sync (nothing) and unplug your phone.
7) Open Companionlink Pro (or Act! Link, if youre using this) and create a new profile. Choose Windows Mobile as the PDA, and select your PDA/phone under User Name. Then select Act! 2005-2008 as the Desktop Application, and configure it. If Companionlink fails at this stage (for example when opening the Category Field or Group Names), the problem is with Act! and nothing to do with your PDA. Once you have finished the configuration, exit CompanionLink.
8) Cross your toes and plug in the PDA/phone. Windows Mobile Device Centre should start (occasionally I have to launch it manually) and after a few seconds (or sometimes several minutes) it will start Syncing. To force it to sync, you can click on the green Sync button.
9) Vistas Sync Center will appear in the task bar, and may or may not appear in a window. The technicians I spoke to told me to ignore it. On my laptop Sync Center appears, but it shows my PDA is Disconnected, even though it is showing as connected and syncing in Windows Mobile Device Center.
Good luck!

Jason Ball

GL: The General Manager's name is David van Toor.  I have also spoken with Kevin Durio, Joe Liang (Technical) and Neil Beam (Customer Loyalty..mostly give lip service).

While every commercial product may have problems, the problems that ACT! have with WM6 devices and Vista are not disclosed or known.  Their moderated forums are a joke, as they do not answer any questions although when you call up they say that their kb are updated in real time.  Not only that but Windows will give free support if they find that the reason there is a problem is not because of user error.  Act does not do this.  They will not give ANY support for their known problems.  You have to pay $300/yr to get that. Even though you pay $300/yr you still have to wait in queue for 1 hr, and talk to a level 1 support tech who doesn't know their bum from their elbow so to speak.

As for knowing it is outsourced, I was told by one of the only two 2 level support techs.  She stated that is why they are having problems with technical support.  She stated that there are people at Sage that work with the development team (step above level 2 support), but that the actual development of the product is in fact not in-house.

Have you checked out their website lately?  Have you clicked on the link that says you can have live chat assistance?  Where is it under that link?  Have you looked under the knowledge base to find the registry file that I posted online?  I can't seem to find it anywhere on the site.  What about the link that says you can download act! link for pocketpc 2008 and only allows downloads of 2007 and less?

"While every commercial product may have problems, the problems that ACT! have with WM6 devices and Vista are not disclosed or known."

This is possibly because of the relitively small number of users with Vista

"Their moderated forums are a joke, as they do not answer any questions although when you call up they say that their kb are updated in real time."

Yeah... new things in the KB take forever.

" Not only that but Windows will give free support if they find that the reason there is a problem is not because of user error."

Actually, I have a Microsoft KB that can't talk to Vista. After paying for support and several calls over 3 weeks, they told me to just by a newer keyboard... but refused to admit there was a bug

"They will not give ANY support for their known problems."

They have a knowkledge base and the unmoderated support forums... also, many ACCs will help you at no charge for known issues.

"This is possibly because of the relitively small number of users with Vista"

This is not an excuse, and is false.  I have spoken with three different technical representatives of ACT!.  One is Joe Liang.  Another is the technical support supervisor that I have on record.  The third is the support level two tech I had talked to for 3 hours. They had all stated that they have had many many calls recently regarding the synchronization problem with ACT! and PocketPc in Vista.  

"Yeah... new things in the KB take forever"

Again, not an excuse. There is a poor guy waiting from late September for a response from ACT! regarding his WM6 issue.  You know that they charge a premium to use the moderated forum right? If I charge you money to join a moderated forum and I never answer questions, but give you the answer "Yeah... new things in the KB take forever", how are you going to feel?

"Actually, I have a Microsoft KB that can't talk to Vista. After paying for support and several calls over 3 weeks, they told me to just by a newer keyboard... but refused to admit there was a bug"

While this may be true, ACT! knows that there are bugs in their program, but they still will not give free support regarding them.

"They have a knowkledge base and the unmoderated support forums... also, many ACCs will help you at no charge for known issues."

The point still stands they they will not give any support for their known problems.  An unmoderated forum is just that.  All answers come from other users, not Sage.  It is up to the ACCs to decide whether they charge you or not.  This have nothing to do with Sage directly supporting their users.  I also have a gripe about the ACCs.  Some ACCs are technical, while others are more into organizing and helping you best utilize the ACT! CRM.  The problem is that there is no where on the ACT! site that differentiates one type of ACC from another.  There is also no feedback that you can give a particular ACC.  Before I came on board, my client hired an ACC to upgrade his act! from 2006 to 2008.  He wanted to also use his Dymo Writer with the new version and synchronize his old Palm Treo.  This was using Windows XP.  The ACC was able to update his ACT! (not very difficult), but gave up trying to get his Dymo Writer to work and was not able to synchronize his palm phone.  She still charged him full price! Two weeks later I came on, and it took all about 5 minutes to get his Dymo Label Writer working with ACT! I didn't have a chance to try to sync his phone, because he had given it to his wife at that time.  

Even the support two techs aren't very good.  The one of only two level 2 support techs was very nice and patient, but I had to help her figure out how to delete a registered .dll file that was locked.  I also had to help her figure out which processes in task manager she had to end to shut down sync center and WMDC.  This is supposed to be a high level tech.

What about the other things you said I was wrong about?  I didn't hear any disagreeing in your last comment about these?!  Like the outsourcing. Have you decided that I may be right? You also didn't mention anthing about the website issues I had stated, or that my client had to spend $300 for support when it took them an hour to answer the phone and then we only got a level 1 tech, which you admit "sux". What about them stating on the support line that their knowledge base is updated in real time?  If they find issues with WM6 (it's really not just WM6) and Vista, even though new things in KB take forever, isn't it false to state they have real time updated support when they don't?

"This is not an excuse, and is false.  I have spoken with three different technical representatives of ACT!.  One is Joe Liang.  Another is the technical support supervisor that I have on record.  The third is the support level two tech I had talked to for 3 hours. They had all stated that they have had many many calls recently regarding the synchronization problem with ACT! and PocketPc in Vista.  "

So, you're saying they ARE known?

"Again, not an excuse. There is a poor guy waiting from late September for a response from ACT! regarding his WM6 issue.  You know that they charge a premium to use the moderated forum right? If I charge you money to join a moderated forum and I never answer questions, but give you the answer "Yeah... new things in the KB take forever", how are you going to feel?"

I'm not taking anyone's money to say that. I agree that the KB takes to long to be updated.

"While this may be true, ACT! knows that there are bugs in their program, but they still will not give free support regarding them. "

Essentially, if they know what causes the bug, it'll be in the KB which is free.... I'm no sure why the Vista/WM issues aren't there, but just about everyone I know uses Handheld Contact and has no problems.

"The point still stands they they will not give any support for their known problems."

If it's a known problem, it should be in the KB... so either, the actual problem hasn't been fully identified or the KB writers are being slack.

> The ACC was able to update his ACT! (not very difficult), but gave up trying to get his Dymo Writer to work and was not able to synchronize his palm phone.  She still charged him full price! Two weeks later I came on, and it took all about 5 minutes to get his Dymo Label Writer working with ACT!

Interestingly, there is an old post in THIS forum about users trying to get ACT! and Dymo working together and beating up on Dymo support. What was the fix you used?

> Even the support two techs aren't very good.  The one of only two level 2 support techs was very nice and patient, but I had to help her figure out how to delete a registered .dll file that was locked.  I also had to help her figure out which processes in task manager she had to end to shut down sync center and WMDC.  This is supposed to be a high level tech.

No... they are supposed to be high level in ACT!. The MS support guy I worked with on the KB issues didn't know how to manually add or remove device drivers.

> Like the outsourcing. Have you decided that I may be right?

The developers I have spoken to are employed by Sage.

> You also didn't mention anthing about the website issues I had stated,

I can find errors in every web site... I guess they are there till enough users complain about it.

> or that my client had to spend $300 for support when it took them an hour to answer the phone and then we only got a level 1 tech, which you admit "sux".

Certainly would have been cheaper and faster to use an ACC

>  What about them stating on the support line that their knowledge base is updated in real time?  If they find issues with WM6 (it's really not just WM6) and Vista, even though new things in KB take forever, isn't it false to state they have real time updated support when they don't?

If they update it, it's updated in real-time. I don't know how often it's updated these days, or by whom

"While every commercial product may have problems, the problems that ACT! have with WM6 devices and Vista are not disclosed or known."

I was waiting for a response on this one from ya.  I meant that they are not known on the KB.  That it is not publically announced. Now that I have explained what I meant, how do you respnd?

"I'm not taking anyone's money to say that. I agree that the KB takes to long to be updated"

I am glad we agree on something.

"Essentially, if they know what causes the bug, it'll be in the KB which is free.... I'm no sure why the Vista/WM issues aren't there, but just about everyone I know uses Handheld Contact and has no problems"

I am glad we agree mostly on this also.  Although you are selling HHC, and I believe that it is a great alternative to the problems people are having, I don't find it useful in this discussion.  I also find that the annual rate can be cost prohibitive for a lot of people.  Really, I just don't want to go there.  Getting Sage to clean up their ACT! or state on their website that their conduit for PocketPc does not work, is what my goal is.

"If it's a known problem, it should be in the KB... so either, the actual problem hasn't been fully identified or the KB writers are being slack"

I am glad we mostly agree on this also.  Although, if the problem has not been fully identified, a "we apologize for the inconvenience, we are researching this know problem. Here are some alternatives..." is much better than a lack of response altogether.  

"Interestingly, there is an old post in THIS forum about users trying to get ACT! and Dymo working together and beating up on Dymo support. What was the fix you used?"

It was actually just the act! add-in they had on the dymo writer site.  At the time the ACC came out, this add-in was still publically available.  Works in Vista and XP. She actually downloaded it, but still couldn't figure it out for whatever reason.

"No... they are supposed to be high level in ACT!. The MS support guy I worked with on the KB issues didn't know how to manually add or remove device drivers."

I sort of agree with you on this.  What I don't understand is how you can be high level in ACT! (or Microsoft for that matter),  without knowlege of how your product connects with the operating system or dependant programs?

"The developers I have spoken to are employed by Sage."

I am willing to let this one go.  Maybe the support tech didn't explain it right, or maybe she was mislead.  I don't have enough supporting evidence to back up what I was told.

"I can find errors in every web site... I guess they are there till enough users complain about it."

Act! touts their website as the all knowing "Sage" when it comes to their product support.  Like I said before, just call their support line.  The first thing they say is to check on the act! web site.  I can understand these problems if they didn't try so hard to point people there so they wouldn't have to deal with them on the phone.

"Certainly would have been cheaper and faster to use an ACC"

Why would he want to use another ACC, when the last one didn't even know how to setup the label printer or synchronize his palm (which supposedly is much easier to sync) with Windows XP? The time he would have spent researching for an ACC that knew what they were doing and would have a real solution, may have been longer than the wait on hold.  Not only that but it still doesn't answer the question why ACT! support is $300/year, when it takes them an hour to answer the phone and then we only get a level 1 tech, which again you admitted "sux".

"If they update it, it's updated in real-time. I don't know how often it's updated these days, or by whom"

I have no idea how this is disagreeing with anything I said about their lack of support.  "If they update it"...hmm..real time would mean that when they know of a problem, even if they don't have a solution, they update the kb.  


I wouldn't have a problem if they didn't state that their knowledge base is updated in real time.  It is completely false.

"While every commercial product may have problems, the problems that ACT! have with WM6 devices and Vista are not disclosed or known."
I was waiting for a response on this one from ya.  I meant that they are not known on the KB.  That it is not publically announced. Now that I have explained what I meant, how do you respnd?

They only publish on the KB once the cause is known. You can find KB articles saying that a problem has been identified and they are working on a fix. Microsoft only publish when they have created a fix.

I am glad we agree mostly on this also.  Although you are selling HHC, and I believe that it is a great alternative to the problems people are having, I don't find it useful in this discussion.

Actually, I'm not trying to sell it. I use and recommend it because it is simply the best option.

I am glad we mostly agree on this also.  Although, if the problem has not been fully identified, a "we apologize for the inconvenience, we are researching this know problem. Here are some alternatives..." is much better than a lack of response altogether.  

This only works if the right-people know about the problem. I haven't heard personally anyone at Sage say they know it, but most use HHC.

> It was actually just the act! add-in they had on the dymo writer site.  At the time the ACC came out, this add-in was still publically available.  Works in Vista and XP. She actually downloaded it, but still couldn't figure it out for whatever reason.

So, what was the issue? Did they need a different driver?

> I sort of agree with you on this.  What I don't understand is how you can be high level in ACT! (or Microsoft for that matter),  without knowlege of how your product connects with the operating system or dependant programs?

Sadly, every major software company these days just have staff go through flow-chart support. They don't want the staff to think... the assumption being that they can answer more questions and be more consistent while saving lots of money on proper training.

"The developers I have spoken to are employed by Sage."
I am willing to let this one go.  Maybe the support tech didn't explain it right, or maybe she was mislead.  I don't have enough supporting evidence to back up what I was told.

The US 1st level tech-support is outsourced to India... along with Symantec and most others. In Australia there are tch support staff who are worse that the guys in India.

"I can find errors in every web site... I guess they are there till enough users complain about it."
Act! touts their website as the all knowing "Sage" when it comes to their product support.  Like I said before, just call their support line.  The first thing they say is to check on the act! web site.  I can understand these problems if they didn't try so hard to point people there so they wouldn't have to deal with them on the phone.

the support line for Australia doesn't tell you to use the web site. They take your money and then put you onto someone has worked with the product since xmas.

"Certainly would have been cheaper and faster to use an ACC"
Why would he want to use another ACC, when the last one didn't even know how to setup the label printer or synchronize his palm (which supposedly is much easier to sync) with Windows XP?

Pick a better ACC... let me know the area and I can probably recommend one

"If they update it, it's updated in real-time. I don't know how often it's updated these days, or by whom"
I have no idea how this is disagreeing with anything I said about their lack of support.  "If they update it"...hmm..real time would mean that when they know of a problem, even if they don't have a solution, they update the kb.  

No, it wouldn't.

I wouldn't have a problem if they didn't state that their knowledge base is updated in real time.  It is completely false.

Maybe it's you misunderstanding of the term real-time that's in error

"They only publish on the KB once the cause is known. You can find KB articles saying that a problem has been identified and they are working on a fix. Microsoft only publish when they have created a fix"

Please point me to the KB article that says the problem has been identified and they are working on a fix.

"Actually, I'm not trying to sell it. I use and recommend it because it is simply the best option"

I still think it has absolutely no bearing on this current discussion.  So you are telling me that you get absolutely no money from HHC being sold?  It is just on your website because you like it? If that is true that's great.  Still think it is very cost prohibitive to many users at $360/year.  It should be the best option for that price.

"This only works if the right-people know about the problem. I haven't heard personally anyone at Sage say they know it, but most use HHC."

I am talking about responses to questions in the moderated forum.  Please re-read the above discussion where I mention this. If Sage uses HHC so much, then why don't they mention it to users? I have had the level 2 support rep say that if we couldn't fix Link for PocketPc that companionlink may be a solution as they are some sort of partner with Sage No one from Sage has ever mentioned HHC to me.  Maybe it is an Australian thing?

"So, what was the issue? Did they need a different driver?"

I think the question you are asking is about the Windows 2000 problem with Dymo?  I wasn't able to find any other article on this site with the problem you stated. Of course I didn't really look that hard.  They did not need a different driver. The act-addin that was download by the ACC worked just fine.  This was for ACT! 2008.

"Sadly, every major software company these days just have staff go through flow-chart support. They don't want the staff to think... the assumption being that they can answer more questions and be more consistent while saving lots of money on proper training."

Agreed.  So what does Sage do with the $300 that they get from users for support if they don't use it to train people to give better service and support?

"The US 1st level tech-support is outsourced to India... along with Symantec and most others. In Australia there are tch support staff who are worse that the guys in India."

Are the aboriginis (spelling)?

"the support line for Australia doesn't tell you to use the web site. They take your money and then put you onto someone has worked with the product since xmas."

Well, definately the States support says that while you are on hold.  So I guess you agree with me about the crappy support that they give....that you pay for.

"Pick a better ACC... let me know the area and I can probably recommend one"

Honestly, this one made me laugh.  "Pick a better ACC". I think that is easier said than done GL. As for recommending one, I appreciate it.  We are in Michigan, however, at this time we don't need one because since we went to Windows XP and used CompanionLink Pro (which is great!), we haven't had any problems whatsoever.

"No, it wouldn't.

I wouldn't have a problem if they didn't state that their knowledge base is updated in real time.  It is completely false.

Maybe it's you misunderstanding of the term real-time that's in error"

Ok.  This is one of the definitions I found "Occurring immediately. When events happen in a consistent rate with events in the outside world".  Meaning to me that when an event happens in the outside world (i.e. oops this link for PocketPC does not work with Vista), the corresponding update to a KB article would "occur immediately".  If this isn't what you see, then please enlighten me. Either way, I don't like their use of this term.

Here is another definition I found of real time.

any process in which there is virtually no delay between events. Asking a question during a classroom discussion is done in real-time. Responding back to an earlier email is not. However, a virtual discussion group or whiteboard are synchronous and done in real-time

> Please point me to the KB article that says the problem has been identified and they are working on a fix.

I can't find a specific one as they change. But I have over time seen MANY with comments like "Support is aware of this issue and is currently working on a resolution"

"Actually, I'm not trying to sell it. I use and recommend it because it is simply the best option"
I still think it has absolutely no bearing on this current discussion.  So you are telling me that you get absolutely no money from HHC being sold?  It is just on your website because you like it? If that is true that's great.

I make no money from HHC being sold except locally and I don't sell to end-users anywhere.

> Still think it is very cost prohibitive to many users at $360/year.  It should be the best option for that price.

It's cheaper in $US :-)

"This only works if the right-people know about the problem. I haven't heard personally anyone at Sage say they know it, but most use HHC."
I am talking about responses to questions in the moderated forum.

I've never been in the moderated forums...

 > Please re-read the above discussion where I mention this. If Sage uses HHC so much, then why don't they mention it to users?

Tech support are un-aware of most things.

> I have had the level 2 support rep say that if we couldn't fix Link for PocketPc that companionlink may be a solution as they are some sort of partner with Sage No one from Sage has ever mentioned HHC to me.  Maybe it is an Australian thing?

HHC is also a partner with Sage.

"So, what was the issue? Did they need a different driver?"
I think the question you are asking is about the Windows 2000 problem with Dymo?  I wasn't able to find any other article on this site with the problem you stated. Of course I didn't really look that hard.  They did not need a different driver. The act-addin that was download by the ACC worked just fine.  This was for ACT! 2008.

http://www.experts-exchange.com/Programming/Languages/Pascal/Delphi/Q_22604817.html?sfQueryTermInfo=1+dymo

"Sadly, every major software company these days just have staff go through flow-chart support. They don't want the staff to think... the assumption being that they can answer more questions and be more consistent while saving lots of money on proper training."
Agreed.  So what does Sage do with the $300 that they get from users for support if they don't use it to train people to give better service and support?

They supposedly (or they should) use it to improve the flow-chart

"The US 1st level tech-support is outsourced to India... along with Symantec and most others. In Australia there are tch support staff who are worse that the guys in India."
Are the aboriginis (spelling)?

Actually it's an American they brought over a few years ago... cheaper than getting a local trained to do it?

"the support line for Australia doesn't tell you to use the web site. They take your money and then put you onto someone has worked with the product since xmas."
Well, definately the States support says that while you are on hold.  So I guess you agree with me about the crappy support that they give....that you pay for.

Well, I wouldn't pay for it... I'd pay an ACC on a fix or no money deal :-)

"Pick a better ACC... let me know the area and I can probably recommend one"
Honestly, this one made me laugh.  "Pick a better ACC". I think that is easier said than done GL. As for recommending one, I appreciate it.  We are in Michigan, however, at this time we don't need one because since we went to Windows XP and used CompanionLink Pro (which is great!), we haven't had any problems whatsoever.

Zvi, Greggory and Bob are pretty good from www.act.com/acc

Maybe it's you misunderstanding of the term real-time that's in error"
Ok.  This is one of the definitions I found "Occurring immediately. When events happen in a consistent rate with events in the outside world".  Meaning to me that when an event happens in the outside world (i.e. oops this link for PocketPC does not work with Vista), the corresponding update to a KB article would "occur immediately".  If this isn't what you see, then please enlighten me. Either way, I don't like their use of this term.

When they find a solution and add it to the KB, it can be seen live as soon as the update is made

"I can't find a specific one as they change. But I have over time seen MANY with comments like "Support is aware of this issue and is currently working on a resolution""

But there isn't one for this specific,  "internally" well known problem.  Which would have saved me a lot ot time, as well as others. What's funny is that I had mentioned this to Joe Liang, Neil Beam and David Van Toor.  Neil said that he agree with me about the lack of this on the KB and that it would be updated immediately.  More lip service as everything is the same.  

"It's cheaper in $US :-)"

Ok, so it is 316.439 USD .  Not a whole lot of difference.


"I make no money from HHC being sold except locally and I don't sell to end-users anywhere."

Which means that you still make money from it being sold.  You have a vested interest. It doesn't matter how much you make from it, or whom you make it from.  It helps to line your pockets a bit.

"I've never been in the moderated forums..."

Then you should check it out.  You can't really express an opinion on something that you know nothing about.

" > Please re-read the above discussion where I mention this. If Sage uses HHC so much, then why don't they mention it to users?

Tech support are un-aware of most things."

This was a level 2 support tech.  I am sorry but I disagree with you.  At this level, since she is one of only two level 2 support techs, she should have worked with this if "almost everyone" is using it. Therefore, I think it is only an Australian and New Zealand thing. Sage's main partner in the US appears to be CompanionLink.

""So, what was the issue? Did they need a different driver?"
I think the question you are asking is about the Windows 2000 problem with Dymo?  I wasn't able to find any other article on this site with the problem you stated. Of course I didn't really look that hard.  They did not need a different driver. The act-addin that was download by the ACC worked just fine.  This was for ACT! 2008.

http://www.experts-exchange.com/Programming/Languages/Pascal/Delphi/Q_22604817.html?sfQueryTermInfo=1+dymo"

This is the link I saw before.  Different operating system. Different Act!  What worked for me may not work for this guy.

""Sadly, every major software company these days just have staff go through flow-chart support. They don't want the staff to think... the assumption being that they can answer more questions and be more consistent while saving lots of money on proper training."
Agreed.  So what does Sage do with the $300 that they get from users for support if they don't use it to train people to give better service and support?

They supposedly (or they should) use it to improve the flow-chart"

It seems like the 300/year/user is working so far.  That was sarcastic by the way.

I still think your comment about "picking a better ACC" is funny.  I have a feeling you don't really want to agree with me on much because you have some financial connection with Sage.  

"Maybe it's you misunderstanding of the term real-time that's in error"
Ok.  This is one of the definitions I found "Occurring immediately. When events happen in a consistent rate with events in the outside world".  Meaning to me that when an event happens in the outside world (i.e. oops this link for PocketPC does not work with Vista), the corresponding update to a KB article would "occur immediately".  If this isn't what you see, then please enlighten me. Either way, I don't like their use of this term.

When they find a solution and add it to the KB, it can be seen live as soon as the update is made"

Ok.  Real-time has many definitions.  Yours is definately one of them, and so is mine, but they are not the only ones.  Therefore what they state on their support line should not be ambiguous.  I know you will probably say they aren't being ambiguous.  However, given the 20 different definitions I found for this term, I will again have to politely disagree with you..

"I can't find a specific one as they change. But I have over time seen MANY with comments like "Support is aware of this issue and is currently working on a resolution""
But there isn't one for this specific,  "internally" well known problem.

Untill it's identified, there wouldn't be one.

> Which would have saved me a lot ot time, as well as others. What's funny is that I had mentioned this to Joe Liang, Neil Beam and David Van Toor.  Neil said that he agree with me about the lack of this on the KB and that it would be updated immediately.  More lip service as everything is the same.  

I don't know Neil, nor what authority he has.

"It's cheaper in $US :-)"
Ok, so it is 316.439 USD .  Not a whole lot of difference.

Quite a bit cheaper - http://www.handheldcontact.com/buy.php

"I make no money from HHC being sold except locally and I don't sell to end-users anywhere."
Which means that you still make money from it being sold.  You have a vested interest. It doesn't matter how much you make from it, or whom you make it from.  It helps to line your pockets a bit.

About $300 in the past year

"I've never been in the moderated forums..."
Then you should check it out.  You can't really express an opinion on something that you know nothing about.

I haven't expressed an opinion on them... only that I wouldn't use them

Tech support are un-aware of most things."
This was a level 2 support tech.  I am sorry but I disagree with you.  At this level, since she is one of only two level 2 support techs, she should have worked with this if "almost everyone" is using it. Therefore, I think it is only an Australian and New Zealand thing. Sage's main partner in the US appears to be CompanionLink.

There are many more than 2 level 2 support people. There are more than 2 level 3 people
Sage also partners with Handheld Contact and it's on the act.com site - http://www.act.com/products/solutions/type/index.cfm?TYPE=app&TYPEID=7

They supposedly (or they should) use it to improve the flow-chart"
It seems like the 300/year/user is working so far.  That was sarcastic by the way.

Personally, I think support at every large software company sux.

I still think your comment about "picking a better ACC" is funny.  I have a feeling you don't really want to agree with me on much because you have some financial connection with Sage.  

I have no financial connection with Sage. I do not work for them. I am not an ACC. I do not sell ACT! in any form.

Ok.  Real-time has many definitions.  Yours is definately one of them, and so is mine, but they are not the only ones.  Therefore what they state on their support line should not be ambiguous.  I know you will probably say they aren't being ambiguous.  However, given the 20 different definitions I found for this term, I will again have to politely disagree with you..

When it's updated, it's available real-time on the web

Just a couple of things.  The person I talked to in the states for high level support said that the position she has was new.  She stated there were only two of them.  That before this position was created, the next step was straight to those that worked with the development team.I have her name and her extension if you don't believe me.

Secondly, you are right, it is cheaper in the US (I just converted the australian dollar to american obviously), but I still think that it is too much. You can say that people that are not willing to spend over $200 on this are not valuing their time, but my client spent $300 on act! support and the amount of time that was spent on his issues did not go down.

"I can't find a specific one as they change. But I have over time seen MANY with comments like "Support is aware of this issue and is currently working on a resolution""
But there isn't one for this specific,  "internally" well known problem.

Untill it's identified, there wouldn't be one.

Who said it wasn't identified.  It was identified by Joe Liang, a manager at act! support also.

"Personally, I think support at every large software company sux."

So this is an excuse?  If everyone started killing everyone else for sport, would that mean that it would not be morally wrong?

I still think your comment about "picking a better ACC" is funny.  I have a feeling you don't really want to agree with me on much because you have some financial connection with Sage.  

"I have no financial connection with Sage. I do not work for them. I am not an ACC. I do not sell ACT! in any form."

I still think your comment was funny.


"Ok.  Real-time has many definitions.  Yours is definately one of them, and so is mine, but they are not the only ones.  Therefore what they state on their support line should not be ambiguous.  I know you will probably say they aren't being ambiguous.  However, given the 20 different definitions I found for this term, I will again have to politely disagree with you..

When it's updated, it's available real-time on the web"

You reiterating what real time meant to you and act! does not make it less ambiguous of a term.

I may not agree with everything you say, but you definately tried to help me out the most.

Here's a pressie... just posted today:

http://kb.sagesoftwareonline.com/cgi-bin/sagesoftwareonline.cfg/php/enduser/std_adp.php?p_faqid=21498

I am impressed!  I actually have used this reg file. While it will solve the installation problem, it still seems like the actual Act! link program itself needs a bit of a makeover. Definately a start though.

But, as you can see, they do work at getting stuff updated as they confirm the cause of an issue :-)

Well....actually they confirmed the cause of this issue before the new year, as I have received this file via e-mail from one of the support techs.  They just took their sweet time in putting the file up on the KB, which oddly enough, I was told was up there when I talked to tech support 2 months ago.  Of course it wasn't though:)

The support people will test a fix on the first few users before they post it in the KB.

I have a feeling they have had more than a "few" users with this problem in the last few months.  Either way, the thread is closed.  Don't feel like arguing about it anymore.

Of course, because I know I am right :-P  

Peace.