Can't launch ACT! 9

Hi,

I have a client who uses ACT! 9 (2007 I think) in a workgroup environment.  There are 2 WinXP Pro PCs, one has the database and the other accesses it through a net share.

He was using it up until this morning without a problem.  He tried to launch ACT but nothing happens.  He also tried to launch Outlook and it starts but hangs before it gets to the messages screen.

There's an ActSage process and an ACT.Outlook.Service process running and the ACT.Outlook.Service is taking about 50% of the CPU time.

I've done the following:
- Run an antivirus sweep with Norton.

- Run a spyware sweep with MalwareBytes.

- Run the ACT installation CD in repair mode.

- Run the ACTDiag utility. Errors came up when I launched it. Research showed that the SQL password had been lost. I reset the password and the ACTDiag utility would then launch without error but ACT still won't launch.

- Tried to access the ACT database from the other computer.  It won't launch there either.

- I tried to do a System Restore but none of the restore points are working.

I'm not an ACT guy and I'm out of ideas.  Any help is greatly appreciated!
SoftwarePilotAsked:
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Encrypted1024Commented:
Have you tried uninstalling and reinstalling it completely. This has worked for me with ACT in the past. Unfortunately you may have to re-register it over the phone which can take hours......
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SoftwarePilotAuthor Commented:
That's the one thing I've been putting off.  I've only installed ACT a few times and am concerned about losing some vital configuration setting which will render it useless.

If nothing comes of this forum, however, that will be my next step.
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Encrypted1024Commented:
The main configuration and any DB cusomizations are stored in the database. It is fairly straight forward to install. I believe there is even a backup feature right within Act that you can use. Dod an Act backup before uninstall and if anything goes wrong it is simple to restore.
Is the problem machine the one that holds the database? If not, no worries. The hardest thing will be sitting on hold with Sage support for an hour.
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SoftwarePilotAuthor Commented:
Yes, the database is on the machine on which ACT won't start.  This seemingly would prevent me from doing a backup unless there's some way to do so without running ACT itself.

If I don't get any other suggestions, I will probably move forward with the uninstall/reinstall when I get a break from another project I'm working on.

Thanks for the suggestions.
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Encrypted1024Commented:
There is a data folder that you can copy that contains the database I believe.
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Mike LazarusAct! Evangelist - CRM ConsultantCommented:
What happens when you try to launch from the other machine?

Are there any errors in the Windows Event Log on the machine hosting the database?
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SoftwarePilotAuthor Commented:
When launching from the other computer, the splash screen comes up and then I get the database login.  When I log in, however, I get the message, "Cannot find database supplemental files folder xxx in this location GREGSOFFICEPC. This could be a problem with the folder or the share may not exist.".

When I go to the share, which is connected to the X: drive, the named supplemental folders are there.  I even launched ACT from the PAD file in that share but got the same results.


The host computer App log has these two repeating errors:        

   Windows cannot query DllName registry entry for {CF7639F3-ABA2-41DB-97F2-81E2C5DBFC5D} and it will not be loaded. This is most likely caused by a faulty registration.

   Windows cannot query DllName registry entry for {7B849a69-220F-451E-B3FE-2CB811AF94AE} and it will not be loaded. This is most likely caused by a faulty registration.


This is the only error in the Sys log as of today:

   The device, \Device\Ide\iaStor0, did not respond within the timeout period.

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Mike LazarusAct! Evangelist - CRM ConsultantCommented:
The first two errors are a problem with IE8. I'd try the fixes at http://msdn.microsoft.com/en-us/ie/dd441788.aspx
If IE is having problems, it can prevent ACT! from working.

The last error is a disk drive error

The ACT! error could be a number of issues... try the fixes listed here:
http://kb.sagesoftwareonline.com/cgi-bin/sagesoftwareonline.cfg/php/enduser/std_adp.php?p_faqid=19876

If they don't help, try and start ACT! on the host PC... if something happens, then what?
If nothing happens, are there any new errors at that time in the Windows event log?
Also run LogViewer.exe in the ACT! install folder - usually "c:\Program Files\ACT\ACT! for Windows"

Export the results to HTML and post the file here
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SoftwarePilotAuthor Commented:
Thanks for your response.
- The IE8 reg key removal didn't change anything except eliminate the registry errors.

- I went through each of the database sharing issues:
   • Unshared Database - It is shared and visable from the other workstation.
   • Multiple Shares on Database Files Folder - Only one share called "ACT Databases".
   • Windows File and Print Sharing Service Not Running - It is.
   • Security of the Shared Folder - Everyone / Full Control
   • Pad File Issues - The file looks fine and the host pc is pingable.

- Attempting to start ACT again on the host computer yields the following:
   • No additional errors/warnings in event logs.
   • No screen or other indication that ACT started.
   • The ActSage.exe is still running and taking 50% of the CPU load.
   • Act.Outlook.Service is still running and taking no CPU load

- Here's the LogViewer dump:

ACT! LogSeverity Type Timestamp Category Message
Info Message 4/3/2010 7:01:51 PM UI Attempting to Load plugin C:\Program Files\ACT\ACT for Windows\Plugins\AccountingLinkConversion.dll
Info Message 4/3/2010 7:01:52 PM UI Plugin Loaded
Info Message 4/3/2010 7:01:52 PM UI Types Retrieved
Info Message 4/3/2010 7:01:52 PM UI It's a IPlugin
Info Message 4/3/2010 7:01:52 PM UI Attempting to Load plugin C:\Program Files\ACT\ACT for Windows\Plugins\Act.Devices.UI.Plugin.dll
Info Message 4/3/2010 7:01:52 PM UI Plugin Loaded
Info Message 4/3/2010 7:01:52 PM UI Types Retrieved
Info Message 4/3/2010 7:01:52 PM UI It's a IPlugin
Info Message 4/3/2010 7:01:52 PM UI Attempting to Load plugin C:\Program Files\ACT\ACT for Windows\Plugins\Act.UI.InternetServices.Plugins.dll
Info Message 4/3/2010 7:01:52 PM UI Plugin Loaded
Info Message 4/3/2010 7:01:52 PM UI Types Retrieved
Info Message 4/3/2010 7:01:52 PM UI It's a IPlugin
Info Message 4/3/2010 7:01:53 PM UI It's a IPlugin
Info Message 4/3/2010 7:01:54 PM Core SQLVersion Passed
Info Message 4/3/2010 7:01:54 PM Core SQLVersion Passed
Info Message 4/3/2010 7:01:54 PM Core TierGuard passed
Info Message 4/3/2010 7:01:54 PM Core LanguageGuard passed
Info Message 4/3/2010 7:02:16 PM Core Got To OpenWorld - Address Book testing
Info Message 4/3/2010 7:02:16 PM Core Got To SQLServerVersionGuard - Address Book testing
Info Message 4/3/2010 7:02:16 PM Core SQLVersion Passed
Info Message 4/3/2010 7:02:16 PM Core SQLEngineEdtion: EXPRESS_ENGINE_EDITION
Info Message 4/3/2010 7:02:16 PM Core TierGuard passed
Info Message 4/3/2010 7:02:16 PM Core Got To Language Guard - Address Book testing
Info Message 4/3/2010 7:02:16 PM Core LanguageGuard passed
Info Message 4/3/2010 7:02:16 PM Core Added manager - Address Book testing
Info Message 4/3/2010 7:02:16 PM Core Logon Failed: Database[Financial_Planning_Contacts2009] Machine[GREGSOFFICEPC] Type[Sql] User[Gregory A. Kateff]
Error Exception 4/3/2010 7:02:16 PM Core Login Failed! Incorrect Username or Password
    Act.Framework.InvalidLogonException: Login Failed! Incorrect Username or Password
Info Message 4/3/2010 7:02:27 PM Core Got To OpenWorld - Address Book testing
Info Message 4/3/2010 7:02:27 PM Core Got To SQLServerVersionGuard - Address Book testing
Info Message 4/3/2010 7:02:27 PM Core SQLVersion Passed
Info Message 4/3/2010 7:02:27 PM Core SQLEngineEdtion: EXPRESS_ENGINE_EDITION
Info Message 4/3/2010 7:02:27 PM Core TierGuard passed
Info Message 4/3/2010 7:02:27 PM Core Got To Language Guard - Address Book testing
Info Message 4/3/2010 7:02:27 PM Core LanguageGuard passed
Info Message 4/3/2010 7:02:27 PM Core Added manager - Address Book testing
Info Message 4/3/2010 7:02:27 PM Core Got To Schema Check - Address Book testing
Info Message 4/3/2010 7:02:27 PM Core SchemaGuard passed
Info Message 4/3/2010 7:02:27 PM Core Got To License Check - Address Book testing
Info Message 4/3/2010 7:02:28 PM Core Got To ProceedWithLogOn - Address Book testing
Info Message 4/3/2010 7:02:28 PM Core Logon Succeeded: Database[Financial_Planning_Contacts2009] Machine[GREGSOFFICEPC] Type[Sql] User[Gregory A. Kateff]
Error Message 4/3/2010 7:02:28 PM Core System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation. ---> Act.Shared.Config.MissingValueException: The value DATEFILTER <SYNC: 2008-01-14 23:09:10.593> does not exist in the key FILTERS at Act.Shared.Config.Key.GetValue(String name) at Act.Framework.Preferences.UserPreferences.GetIValue(String name) at Act.Framework.Preferences.UserPreferences.SetStringValue(String name, String stringValue, Boolean DB) at Act.Framework.Preferences.UserPreferences.RetrieveDBPreferences() at Act.Framework.Preferences.UserPreferences.InitializePreferences() at Act.Framework.Preferences.UserPreferences.ActFramework_Connect(Object sender, ConnectionEventArgs e) --- End of inner exception stack trace --- at System.RuntimeMethodHandle._InvokeMethodFast(Object target, Object[] arguments, SignatureStruct& sig, MethodAttributes methodAttributes, RuntimeTypeHandle typeOwner) at System.RuntimeMethodHandle.InvokeMethodFast(Object target, Object[] arguments, Signature sig, MethodAttributes methodAttributes, RuntimeTypeHandle typeOwner) at System.Reflection.RuntimeMethodInfo.Invoke(Object obj, BindingFlags invokeAttr, Binder binder, Object[] parameters, CultureInfo culture, Boolean skipVisibilityChecks) at System.Reflection.RuntimeMethodInfo.Invoke(Object obj, BindingFlags invokeAttr, Binder binder, Object[] parameters, CultureInfo culture) at Act.Shared.Utilities.WeakMulticastDelegate.InvokeSafe(Object[] args) from Act.Framework.ActFramework.OnConnect() in :line 0
Error Message 4/11/2010 2:20:39 AM UI at System.Threading.TimerBase.ChangeTimerNative(UInt32 dueTime, UInt32 period) at System.Threading.TimerBase.ChangeTimer(UInt32 dueTime, UInt32 period) at System.Threading.Timer.Change(Int32 dueTime, Int32 period) at System.Runtime.Remoting.Lifetime.LeaseManager.LeaseTimeAnalyzer(Object state) at System.Threading._TimerCallback.TimerCallback_Context(Object state) at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state) at System.Threading._TimerCallback.PerformTimerCallback(Object state)
Created by LogViewer.exe.

- I also decided to try and start Outlook on the host machine and it now starts up with the "Configuring Outlook" window in the upper-left corner and gets stuck on Migrating Account Settings.  I rebooted the computer and noticed the following:
   • The ActSage.exe is running and taking 50% of the CPU load.
   • Act.Outlook.Service is running and taking no CPU load
   • Outlook Express wants to compact messages indicating Outlook is missing/damaged.

- I started Control Panel / E-mail Accounts applet in order to check if the Outlook profile still existed.  It did but when I clicked Profiles, the window hung.

- Tried repairing the Office 2003 Standard installation which was successful but then restarting Outlook caused it to hang again at the splash screen.

- Decided to do a system restore back to last Friday.  System Restore failed saying it can't roll back to that date.  Tried rolling back to 3/31/2010 but that also failed.  What exactly is the point of System Restore when it so seldom actually works??

- Ran RootKit Revealer from SysInternals but nothing found.

I'm out of ideas.  This is a well-maintained system with quarterly checkups done on it.  I don't get what could have happened to cause so many issues to occur at the same time.
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Encrypted1024Commented:
"What exactly is the point of System Restore when it so seldom actually works??"
System restore was invented for net admins to practice disabling things with group policy....
Sorry, couldn't resist.

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SoftwarePilotAuthor Commented:
I have given up waiting for assistance and reinstalled Windows XP and all the apps, including ACT, which solved the problem.
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