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Fields in ACT retain data from previous contact when using lookup facility

Posted on 2014-03-27
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Last Modified: 2015-10-18
We have a large ACT! 2013 premium database (70,000 contacts) running off a dedicated server. We have around 40 users logged simultaneously into this database.

1 user has an issue whereby randomly he will be doing a contact look up and all fields populate correctly apart from one which retains the info from the previous contact. In each instance of this occuring it is the Date Of Birth field that is the issue. I have not been able to find anything relating to this on the ACT KBs, though it could be a machine performance issue.

The user is running Windows XP SP3 with 2GB RAM and 3GHz processor - however he has swapped machines at least twice over the last couple of months and this issue has apparently been happening for six months.

He is the only user out of 40 affected in this way and I am at a loss as to how to trouble shoot - the only constant is this user and I'm wondering if there could be a corruption in his personal ACT database which sits in his redirected folder on our server? If this is a possibility how does one address it as I don't believe the ACTdiage.exe allows checking a personal file.

JC
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Question by:mtxit
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LVL 30

Expert Comment

by:Mike Lazarus
ID: 39960846
Are all the users using the same database? Or is his a separate database
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LVL 7

Expert Comment

by:SStroz
ID: 39962143
JC,

Make sure that ACT! has all of the available service packs and hot fixes applied for your version.

I've run into this problem before - it is usually related to a video issue.  Make sure their video drivers are up to date and you may also try decreasing the "hardware acceleration" on their workstation.  That has worked in resolving these issues in the past.

Good luck!

Steve
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Author Comment

by:mtxit
ID: 39966001
Hi,

All users are using the same database, accessing it from a mix of very old XP SP3 (soon to be replaced), RDP onto a TS running server 2003 and Windows 7. This user is using XP and has had three different machines over the period of the issue. This leads me to believe that the issue is user specific rather than database.

He has had video display issues in the past so will take a look at this angle and feedback.

Thanks

Joe
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Author Comment

by:mtxit
ID: 39972084
Hardware acceleration has been decreased to ZERO so it's a case of wait and see...
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Accepted Solution

by:
mtxit earned 0 total points
ID: 41039380
Apologies for the abandoned question.  Decreasing hardware acceleration did not resolve this issue so we contacted ACT support and they resolved it for us, therefore closing this off.
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Author Closing Comment

by:mtxit
ID: 41048945
We paid for ACT support and they resolved this for us, unfortunately we do not know what the actual resolution was so cannot pass on this information.
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