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ACT Pro V 18.2.53 isn't tracking history

Posted on 2016-10-15
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Last Modified: 2016-11-08
ACT Pro V 18.2.53 isn't tracking history  when I send an email.  The preferences are set up to use Outlook and the email itself works fine but there is no record of it in ACT on the client's History tab
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Question by:Melanie Scheibenpflug
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Accepted Solution

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Mike Lazarus earned 2000 total points (awarded by participants)
ID: 41845612
There can be more than one possible cause for this issue:

    Unsupported version of Microsoft Outlook
    Administrative preferences set to not allow files and emails to attach (Sage ACT! 2011 and higher)
    The Act.Outlook.Service.exe is not running
    The ACT! Address Book has not been properly added to Outlook
    Insufficient Windows folder permissions for the folders of a shared database
    Microsoft Word® is set as your e-mail editor (Outlook 2003)
    The History Queue folder is backed up
    File path to History Queue folder is incorrect in registry
    ACT! Outlook add-in disabled
    ACT! address book is setup with the wrong database.

See this article for the various fixes to go through...
http://kb.act.com/app/answers/detail/a_id/19948
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Author Comment

by:Melanie Scheibenpflug
ID: 41851091
None of those reasons stated above are correct.  
there was a person whose email option was working and an hour later it is not.  NOTHING changed. I was there and witnessed it.
This is so frustrating.
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LVL 30

Expert Comment

by:Mike Lazarus
ID: 41852269
Did you actually check those items?
A number of those things don't require a user to have changed something.

Services can and do stop sometimes if they run into an issue
The history queue can become very large
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LVL 30

Expert Comment

by:Mike Lazarus
ID: 41878448
All the options that can cause this issue are listed in that post with the fixes in the attached article
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