Knowledge Base
PROGRAM: Act! CRM Helpful Links

Table of Contents
Act! Installation / Configuration
Act! Synchronization
Act! Users
Act! Opportunities
Act! Groups
Act! Lookup
Act! Microsoft Office Integration
Office Supported Versions
  1.  Supported Versions of Microsoft® Office by Version of Act!
Microsoft Word
    Help
  1.  How do I perform a mail merge in Act! Premium Cloud?
  2.  How to install and configure Microsoft Word integration for Act! Premium (access via web)
  3.  Act! prompts for installation of Microsoft Word integration after already installing it
  4.  Not receiving prompt to record history after printing a merged Microsoft Word document
  5. Errors
  6.  Error: "Unable to cast COM object of type 'Microsoft.Office.Interop.Word.ApplicationClass' to interface type 'Microsoft.Office.Interop.Word._Application'..." when attempting to merge to Microsoft Word
  7.  When trying to edit a template I receive the Error: "Unable to cast COM object of type 'Microsoft.Office.Interop.Word.ApplicationClass' to interface type 'Microsoft.Office.Interop.Word._Application'."
  8.  Error: "Unable to cast COM object of type 'Redemption.SafeMailItemClass' " when attempting to perform a mail merge
  9.  Mail Merge in Sage ACT! Premium (access via web) Prompts for Microsoft Word Integration to be Installed Each Time When Accessing Through Internet Explorer 64-Bit
Microsoft Excel
    Help
  1.  How to export data from Act! to Microsoft Excel
  2.  Export to Excel option is grayed out in Act!
  3.  Exporting to Microsoft Excel hangs
  4. Errors
  5.  Error: "Line 1 cannot parsed using current delimiters" when importing from Microsoft Excel CSV
Microsoft Outlook
    Help (Act! v22.1 Update 4 +)
  1.  Act! v22.1 Trending Support Interactions
  2.  How does the Outlook Email Integration Work as of Act! v22.1 Update 4?
  3.  How to use Microsoft Outlook as your e-mail client in Act! version 22.1 Update 4 and Later
  4. Act! Outlook Integration - Change Preferences
    Act! Outlook Integration - Create Contact
    Act! Outlook Integration - Create Activity
    Act! Outlook Integration - Attach to Contact
    Act! Outlook Integration - Quick Attach to Contacts
    Act! Outlook Integration - Synchronize Now
    Act! Outlook Integration - Learn More
    Act! Outlook Integration - Address Book
    Act! Outlook Integration - Synchronize Now
    Errors (Act! v22.1 Update 4 +)
  5. Outook email invitations not creating Act! v21.1 activity when configured.
    It is a known issue since Act! v21.1 Update 1 - 4 was released. There is no KB relating with error.
    The Act! development team has been working on it since Act! v21.1 was released. Major issue is in the time fields.
  6. Recipient name could not be found when sending email from Outlook.
    Act! Address Book is no longer available in Outlook. You have to take extra step and use the actual Act! "Address Book" from the Act! toolbar in Outlook.
    Help
  7.  How to use Microsoft Outlook as your e-mail client in Act! versions 2011 and higher
  8.  ACT! Outlook Add-in does not stay enabled after restarting Microsoft Outlook
  9.  How do I use Microsoft Outlook as my email client with Act! Premium Cloud?
  10.  How to set the Act! address book as the default address book in Microsoft Outlook
  11.  How do I change the default email address that Microsoft Outlook opens with when sending to an Act! Contact?
  12.  What processes are used for Microsoft Outlook history recording?
  13.  How to prevent e-mails from recording history to user records in Act!
  14.  Can I merge data from Act! to the subject line of an email?
  15.  Microsoft Exchange compatibility with Act! v20.1 and later
  16.  How to enable trace logging for Microsoft Outlook integration in Act!
  17.  How do I rebuild the registry keys for the Act! Outlook Addins?
  18.  How to stop Act! creating activities when accepting an Outlook invitation?
  19.  How to stop Act! creating activities when accepting an Outlook invitation?
  20. Attach to Act! Contacts Progress
  21.  What is the Attach To Act! Contacts Progress window?
  22. Scroll down to "Clearing the icon from the Windows system tray."
  23.  How to use Quick Attach to attach Microsoft Outlook emails to Contacts in Act!
  24. Errors
  25.  Error: "SendPipeCommand: Acnnot access a closed pipe.
  26.  Error: "In Order for all the Act! Outlook add-in features to function you will need to set your Outlook preferences" seen every time Outlook is opened
  27.  Outlook® is Missing as an Option in the ACT! E-mail Setup
  28.  Act! icons missing from Microsoft Outlook toolbar in Act! versions 2006 (v8) through v21
  29.  Act! icons missing from Microsoft Outlook toolbar when using Act! 20.1 or later
  30.  Act! Addin becomes inactive after restarting Outlook 2013 and later
  31.  "RPC Server not available." When attempting to send an e-mail using Microsoft Outlook
  32.  Microsoft Outlook email history does not record when using Outlook 64-bit after upgrading from Act! v18 to a newer version of Act!
  33.  No history created or recorded in Act! versions 2011 (v13) through v20.0 when sending e-mail from Microsoft Outlook 2003 and later
  34.  No history created or recorded in Act! v20.1 and later when sending e-mail from Microsoft Outlook 2013 and later
  35.  Troubleshooting Outlook® Integration History Queue Processing Using Error Handling
  36.  Error: "Act.Outlook.Service has stopped working" appears intermittently even when not using Act!
  37.  Act! for Outlook: "Act! for Outlook was unable to connect to the Web API. For more details click the link below.
  38. Ensure the current user has "Web API Access in Manager User/Permissions
Act! Video Library
Act! CRM SAAS
Creating / Editing
    User Guide
  1.  Help Topics
    • After opening "Help Topics", at bottom left of page, click on "Contents, Index or Search" to choose topics.
  2.  Act! Quick Start for New Users
  3.  How do I Manage Users in Act! Premium Cloud?
  4.  How do I Record Outlook emails into Act! Premium Cloud Automatically?
  5. Act! Marketing Automation
  6.  Marketing Automation
Act! Custom Tables
Act! System Requirements
Activation & Versions
Act! Installation
Administrative Tasks & Repair Functions
Act! Backup / Restore
Act! Backup / Restore
    Help
  1.  How often do you backup my Act! Premium Cloud database?
  2.  How do I request to have a backup of my Act! Premium Cloud database restored?
  3.  How do I restore a database from a .BAK file?
  4.  How to attach a database from a backup without doing a Restore
  5. Error / Troubleshoot
  6.  Error: "Cannot insert duplicate key row in object 'sys.syscommittab' with unique index 'si_xdes_id'... error 2601" when attempting to back up, copy, repair, create a remote, or synchronize an Act! database
  7.  Error: 'Directory Lookup for the file C:\[database file path] failed with operating system Error 5 (Access is denied). "When attempting to create a database backup or remote database
  8.  Error: 'Failed to log into the database. An unexpected internal failure occurred in the FileSystem component, or one of its descendants.Type: Xceed.Zip.ZipArchive
  9.  "The following error occurred during backup. The backup was cancelled. An IO exception occurred while reading from or writing to the zip file. Type: Xceed.Zip.ZipArchive" when attempting to create a backup of my Act! database
  10.  Error: "The following error occurred during backup. The backup was cancelled. The file item could not be opened for reading. Type: Xceed.FileSystem.DiskFile FullName: "C:\...\[file_name]"" when attempting to create an Act! backup
  11.  Error: "Path to datastore is invalid. The backup did not complete. "While creating a backup of a shared Act! database
  12.  Error: "The following error occurred during backup. The backup was canceled. Access to the path is denied"
  13.  Option to back up database is grayed out
Act! Import & Export Data
Act! Import Export
    Import
  1.  How to import contacts via comma delimited (CSV) file into Act! Premium (access via web) or Act! Premium Cloud
  2.  How can I import contacts into my Act! Premium Cloud database?
  3.  Do you have a template of fields I can use when importing data from Microsoft Excel to Act!?
  4.  How can I automatically assign contacts to a Group or Company as soon as they�re imported into the database?
  5.  Can I import a Microsoft Excel document into Act! Premium (access via web)?
  6.  How to Import a Multi-User Database and Retain the Record Manager in ACT!
  7.  How to import a vCard into Act!
  8.  How To Import Outlook Contact Notes Into ACT!
  9.  Can I import Opportunities from Microsoft Excel in to Act!?
  10. It is not possible to import Opportunities from Excel in to Act! however Hogan Data can assist in providing this function.
    Export
  11.  How do I export database users from one database to another?
  12.  What types of data can I export from Act!?
  13.  How to export data from Act! to Microsoft Excel
  14.  How To Export and Import Drop-down Lists for ACT! Fields
  15.  How To Export Group or Company Members
  16.  How do I export data from one Act! database to another
  17.  How to Export Your Opportunity list to a Microsoft® Excel® Spreadsheet with a Pivot Chart and Pivot Table
  18. Error / Troubleshoot
  19.  I am attempting to import data from Microsoft Excel and the import option is grayed out
  20.  Error: "Line 1 cannot parsed using current delimiters" when importing from Microsoft Excel CSV
  21.  Unable to export Task List to Microsoft Excel if there are Timeless Activities in the list and the End Time column is showing in Act! Premium (access via web)
  22.  Error: "Object reference not set to an instance of an object" when importing from Microsoft Excel
  23.  Error: �Access to the path C:\ProgramData\Swiftpage ACT! LLC\[Act! version]ImportCSV.txt is denied� when trying to import Microsoft Excel or Text Delimited File into an Act! database
  24.  Error: �Object reference not set to an Instance of an object� when attempting to import a text delimited file
  25.  Importing Companies into a database from Microsoft Excel or another Act! database causes Linked Contacts to automatically update
  26.  How to Read the Import Logs in Sage ACT! 2012 (and later versions)
Act! UniversalSearch
Act! API
Act! Connect
Act! Insights
Act! Companion
Act! Premium Web
Act! Premium Web
    Help
  1.  How to use the Web Site Administration Tool for Act! Premium (access via web)
  2.  How to configure an Act! Premium access via web database for access through a web browser
  3.  Act! v19 Premium (access via web) Web Administrator's Guide
  4.  How to run Act! Premium (access via web) via HTTPS
  5.  How To Manually Configure ASPNET Impersonation for ACT! Premium for Web
  6.  How do I change my Act! in the Cloud database password?
  7.  Review infornation below under "Act! Premium Cloud" for additional information.

  8. Errors
  9.  Error: "Server Error in '/APFW' Application."
  10.  An error has occurred on the server and has been logged. Please contact your administrator if this problem persists.
  11. In some cases the current user "account" that is logging into Act! is corrupt. Change user account to inactive, create a new user. If you wish, you can delete the old user and reassign data to the new user.
  12.  Error: "The ASP.NET user account does not have permission to access or run ACT! Premium for Web.
  13.  Error: "The ASP.NET process account does not exist or is not configured properly. See the Troubleshooting appendix in the ACT! Premium for Web Administrator's Guide for assistance."When Using ACT! Premium for Web
  14.  Test Result Message: "The impersonation user account does not have access to the database you selected. See the Troubleshooting appendix in the ACT! Premium for Web Administrator's Guide for assistance. "When Using ACT! Premium for Web
  15.  Error: "The '[HOSTCOMPUTER NAME]' computer could not be reached because the IP address ' ' could not be resolved. Verifying the '[HOSTCOMPUTER NAME]' computer is available on the network..." when accessing a database in Act!"
  16.  Error: "The (Server) computer and (DatabaseName) database were found but you do not have appropriate share permissions to access the (SupplementalFilesFolder) folder on (Server) computer..." when attempting to access shared Act! database
  17.  Error: "The computer was found, but Act! cannot access the database because it is not shared"
Act! Premium Cloud Hosted by Swiftpage
General Error Messages
General Error Messages
    Help
  1.  Understanding and enabling Trace Logging in Act!
  2. Errors
  3. Error: "Exception of type 'System.OutOfMemoryException' was thrown." When opening Act!
  4. Currently nothing available.
  5.  Error: "Resolution of the dependency failed, type = "Act.UI.ActApplication", name = "". Exception message is: The current build operation (build key Build Key[Act.UI.ActApplication, null]) failed: No Value with requested Preference Key...""
  6.  Error: "Out of memory" when using Act!, and a red X inside a white box is visible across various areas in the program, such as menu bar or Notes section
  7.  Error: "Exception of type 'System.OutOfMemoryException' was thrown." When Attempting to Print an Address Book in Sage ACT!
  8.  Error: Method not found: 'Act.Framework.ActFrameworkAct.UI.ActApplication.get_Act_ActFramework()'.
  9.  How to recognise and resolve .NET errors
  10. Error: Table doesn't have a primary key.
  11. PRC_DEL_ORPHANED_DATA: ERROR ATTEMPTING DELETE OF TABLE TBL_HISTORY FOR ENTITY HISTORY
  12. Run Database Maintenace on your database
  13.  Error: "ActiveX control 8856F961-340a-11d0-a96b-00c04fd705a2 cannot be instantiated because the current thread is not a single threaded apartment" when performing a Check and Repair in Act!
  14.  Error: "1327 Invalid Drive" When Installing ACT!
  15.  Error: Could not allocate a new page for database 'DATABASENAME' because of insufficient disk space in filegroup 'PRIMARY'. Create the necessary space by dropping objects in the filegroup, adding additional files to the filegroup, or setting autogrowth on the existing fields in filegroup. The statement has been terminated.
  16.  The type initializer for 'Act.SharedWordCrush.WordCrushSpellChecker' threw an exception.
  17.  The "HOSTCOMPUTER NAME" computer could not be reached because the port "1434" may be blocked. Opening the port or reconfiguring our firewall settings may resolve this issue.
Act! Marketing Automation
Act! Marketing Automation
    Help
  1.  What is Act! Marketing Automation
  2.  (PDF) A Guide to Getting Started
  3.  Emarketing and Marketing Automation Deliverability Best Practice
  4. Deliverability Best Practice Tips
    -  The Key to Inbox Placement
    -  Email marketing permission is not what you think
    -  A Guide to Email Marketing List Hygiene
    -  Best Practices for Sending Email
    -  Avoiding Spam Keywords and Their Origins
    -  Repairing Your Email Sender Reputation - Understanding Symptoms and Root Causes
    -  Troubleshooting Email Deliverability
  5.  Getting Started with Act! Marketing Automation
  6.  What is required to start using Act! Marketing Automation
  7.  Email Authentication for Act! Marketing Automation
  8.  How do I update the company details in my Act! Marketing Automation footer?
  9.  How can I edit the message that appears when clicking 'Unsubscribe'?
  10.  How can I remove contacts from my Act! Marketing Automation suppression list?
  11.  What is my Act! Marketing Automation Suppression List?
  12.  How do I move my Act! Emarketing Suppression List into Act! Marketing Automation?
  13.  How do I allow my database users to use Act! Marketing Automation?
  14.  What exceptions do I need to whitelist for Act! Marketing Automation?
  15.  What is the Act! Marketing Automation Campaign Calendar?

  16. My Account
  17. Email Subscrptions
  18. Country Geography
  19. States Geography
  20. Subscription Info

  21. Admin
  22. Account - Addresses
  23. Account - Configuration
  24. Account - Email Domains
  25. Account - Folders
  26. Account - Jobs
  27. Account - My Account
  28. Account - Scoring
  29. Account - Teams
  30. Account - Users
  31. Account - Web Script
  32. Agency - Home
  33. CRM - Act! History Sync
  34. Emails - Research and Anonymiztions
  35. Email - Transactional Data
  36. SMS - A2P 10DLC
  37. Subscription Management - Unsubscribe Designer
  38. Subscription Management - Preference Center
  39. Subscription Management - Unsubscribe Center
  40. Suppression Lists - Email
  41. Suppression Lists - Email Domains
  42. Suppression Lists - Web, Pages, Alerts

  43. Scoring Profile
  44. Email Domains
  45.  Warning: Once you create your DKIM you will not be able to send until you update your DNS. Click below for more info.
  46.  How do I add a Custom URL for Click Tracking in Act! Marketing Automation?
  47.  Email Authentication for Act! Marketing Automation
  48.  How do I set up DKIM in Act! Marketing Automation?
  49.  SPF/DKIM/DMARC configuration.
  50.  Emarketing and Marketing Automation Tips: Troubleshooting Email Deliverability
  51.  Why are the emails I send from Yahoo.com or Aol.com bouncing through Swiftpage emarketing and/or Act! emarketing
  52.  What are the Act! Marketing Automation Default Scoring Profile, AMA Score Field, and Scored Leads Group?
  53.  How Can I Create My Own Scoring Profile in Act! Marketing Automation?
  54. Users
  55. Web Script
  56.  What is the Web Activity Feature in Act! Marketing Automation?
  57.  How do I add a Custom URL for Click Tracking in Act! Marketing Automation?
  58. Spam Resources
  59.  SPAM Resources
  60.  Act! Anti-Spam Policy
  61.  Emarketing and Marketing Automation Tips: Avoiding Spam Keywords and Their Origins

  62. Templates
  63.  How to create and edit templates in Act! Marketing Automation
  64.  How do I upload my own HTML template to Act! emarketing?
  65.  How do I add a mail merge field into my Act! emarketing template?
  66.  How to use the Drag & Drop template editor in Act! Marketing Automation
  67.  How to change the default font for a Drag & Drop template in Act! Marketing Automation
  68.  How to use the File Manager for a Drag & Drop template in Act! Marketing Automation
  69.  How to add, edit, and remove images in a Drag & Drop template in Act! Marketing Automation
  70.  How to add, edit, and remove buttons in a Drag & Drop template in Act! Marketing Automation
  71.  How to add, edit, and remove text links in a Drag & Drop template in Act! Marketing Automation
  72.  How to change the content area width of a Drag & Drop template in Act! Marketing Automation

  73. Campaigns
  74.  Creating a new email campaign in Act! Marketing Automation
  75.  How do I create a text version of my email in Act! Marketing Automation?
  76.  Best Practices for Plain-Text Emails + A Look at Why They're Important
  77.  Adding a Decision step to your Act! Marketing Automation campaign
  78.  Adding an Action step to my Act! Marketing Automation campaign
  79.  Assign "Account Manager" to Activity Created.
  80. Note: You will not find the term "Account Manager" in Act! KB result. The Account Manager is really the "Record Manager" for the contact.
    In the Act! KB, scroll down to step # 4.
  81. Campaign Status
    1. Draft
    2. Active
    3. Locked
    4. Paused
  82.  How to send marketing emails in Act! Marketing Automation
  83.  How does the Specific Date/Time feature work in Drip Marketing campaigns in Act! Marketing Automation?
  84.  How do you change time Intervals campaigns in Act! Marketing Automation?
  85.  What is the Act! Marketing Automation Campaign Calendar?
  86.  When should I run a List Simulation in Act! Marketing Automation?
  87.  What is Campaign List Sync in Act! Marketing Automation?
  88.  Can I send to multiple groups in one email campaign?
  89.  Sending to additional groups using Inclusion Lists in Act! Marketing Automation campaigns
  90.  How do I exclude groups from receiving my Act! Marketing Automation campaign?
  91.  What Notifications can I Receive Regarding my Marketing Automation Drip Marketing Campaigns?
  92.  When will the Campaign Results tab update on my contacts in Act! after sending an Act! Marketing Automation campaign?
  93.  When will my campaign dashboard or email statistics show results in Act! Marketing Automation?

  94. Campaign Errors
  95.  Your Email Server domain does not match your from domain
  96.  Groups drop-down list is empty in Act! Marketing Automation (Database Host Machine)
  97.  Groups drop-down list is empty in Act! Marketing Automation (Client Machine)
  98. How to move the Act! Premium Web API to a location other than the default location
  99.  Act! AMA Warning, you do not have a merge field for a company Address How do I update the company details in my Act! Marketing Automation footer?
    1. If you need to manually add merge fields to your template footer:
    2. Open the email step template
    3. Go to "Special links" on the template editor to insert the unsubscribe link
    4. Go to "Merge fields" on the template editor to insert the Company Name & Address merge fields (scroll to far bottom of list)
  100. Act! AMA Warning, Call block has not been named and/or hs no call script. Action Call Script
    1. If you need to manually add merge fields to your template footer:
    2. Click on Call Script
    3. Edit Call Script
    4. Go
    5. Edit script
  101. Act! AMA No Decision not found.Action Call Script
    1. Decision must have Yes and No decision

    Landing Pages
  102.  Landing Pages in Act! Marketing Automation
    1. It's first Important to decide which "Type" of landing page you need. Page Designer or HTML Page.
    2.  Creating a Page Designer landing page in Act! Marketing Automation
    3. Page Designer allows you to build out an Act! Marketing Automation hosted form.
    4.  Creating an HTML Page landing page in Act! Marketing Automation
    5. HTML Page landing page builder that is non-customer facing and only captures data from your existing web forms
    6. Active
    7. Locked
    8. Paused
  103.  Creating an HTML Page landing page in Act! Marketing Automation

  104. Unsubscribe
  105.  How can I edit the message that appears when clicking 'Unsubscribe'?

  106. Assets
  107.  What are Assets in Act! Marketing Automation?
  108.  How to create and manage Assets in Act! Marketing Automation
  109.  How to change the look and feel of an Asset Page
  110.  How to add a Lead Form to an Asset in Act! Marketing Automation
  111.  How to view Asset analytics in Act! Marketing Automation
  112.  How to receive notifications when someone interacts with an Asset item

  113. Marketing Automation - Contact Level
  114.  What is the Functionality of the Marketing Automation Contact Tab?

  115. Help Videos
  116.  Act! Video Training Library: Overview
  117.  Act! Video Training Library: Templates
  118.  Act! Video Training Library: Drip Marketing
  119.  Act! Video Training Library: Assets
  120.  Act! Video Training Library: Landing Pages
  121.  Act! Video Training Library: Recorded Webinars

  122. AMA Reporting
  123.  What is the landing pages survey report in Act! Marketing Automation?
  124.  What is the Survey Report for Landing Pages in Act! Marketing Automation?
  125.  When will my campaign dashboard or email statistics show results in Act! Marketing Automation?
  126.  When will the Campaign Results tab update on my contacts in Act! after sending an Act! Marketing Automation campaign?
  127.  What are the Act! Marketing Automation Default Scoring Profile, AMA Score Field, and Scored Leads Group?
  128.  How Can I Create My Own Scoring Profile in Act! Marketing Automation?
  129.  How do I add a Custom URL for Click Tracking in Act! Marketing Automation?
  130.  How Can I Create My Own Scoring Profile in Act! Marketing Automation?
  131.  How do I add a Custom URL for Click Tracking in Act! Marketing Automation?
  132.  What is the Web Activity Feature in Act! Marketing Automation?

  133. Errors
  134.  Error: "The machine hosting your API is not currently reachable. Please speak to your administrator to assist" when trying to access Act! Marketing Automation
  135.  Error: "Invalid JWT Token" when accessing Act! Marketing Automation
  136.  Send Email: "No sparkpost domain found for 'Domain'"
  137. Under research - AMA-440
  138. Marketing Automation Screen is blank
  139. Two Possible Reasons for Group drop-down list empty in Act! Marketing Automation
  140.  Why have I received an 'Over Email Sending Limit' message when activating my Act! Marketing Automation campaign?
  141. Error known by Act! but is not posted anywhere in their Knowledge Base
    Close Act. In services.msc, restart "Act! Web API Host" service. Reopen Act.
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