Symptom: I am attempting to access my Act! database when I receive the following Error: "The database [Database name] could not be accessed. In order to access this database, check your network connection and verify that your database server is available. It may be necessary to disable any firewall software...”.
Product:
Product Family: Act!
Product: Act! Pro, Act! Premium
Version: 2007 and later
Cause:
There are multiple causes to this issue, all depending on whether you are trying to access a database through a network share (shared database) or if you are trying to access your database which exists on your local hard drive (local database).
The error has been known to occur for the following reasons:
- The database has not been shared yet (shared database)
- The Microsoft SQL Server Browser and/or SQL Server (ACT7) services are not started or is disabled (shared or local database)
- Your database was not upgraded properly after upgrading to a newer version (shared or local database)
- Insufficient Windows folder permissions for the folders of the shared database (shared database)
- Multiple Shares created for the database (shared database)
- Compatibility mode is enabled (local database)
- Computer name was recently changed (shared or local database)
- The .PAD file is damaged (shared or local database)
- The database is listed as SUSPECT or RECOVERY in Act! Diagnistics (shared or local database)
- There is a problem on the client machine resolving the name of the computer hosting the database (shared database)
- Your installed version of Act! is different than the version of Act! on the Computer hosting the shared database (shared database)
- Protocols for ACT7; TCP/IP is Disabled (shared or local database)
- SQL Server password is invalid (local database)
- Firewall or Anti-virus software is blocking access to the database (shared or local database)
- Windows Firewall incorrectly configured to allow access to SQL Server (Windows Server 2008 only) (shared database)
- The Preferences files are damaged (shared or local database)
- Compressed files (shared or local database)
- Computer hosting the database has a special character in the machine name (shared or local database)
- The Database Log File is damaged (local database)
- Your database is damaged (shared or local database)
Solution:
The database has not been shared yet
This error will occur if trying to access a database across your network when the database has not been shared out yet. For information on sharing an Act! database, refer to the following knowledgebase article:
How to Share an Act! Database over a Network
Answer ID How to share and open an Act! database over a network
Note: If the Share Database option is already enabled, test disabling and re-enabling the option, then attempting to access the database from the workstation again.
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The Microsoft SQL Server Browser and/or SQL Server (ACT7) services are not started or is disabled
This error can occur if the Microsoft SQL Server Browser and/or the SQL Server (ACT7) instance are not started or are disabled. To re-enable or restart these services, refer to the following knowledgebase articles:
How to manage the Microsoft SQL Server (ACT7) instance or SQL Server Browser from the Windows Services console
Answer ID How to manage the Microsoft SQL Server (ACT7) instance or SQL Server Browser from the Windows Services console
If the services are unable to start it may be necessary to uninstall and reinstall the SQL Server (ACT7) instance. Refer to the following knowledgebase articles for more information:
How to uninstall the Microsoft SQL Server (ACT7) instance
Answer ID How to uninstall the Microsoft SQL Server (ACT7) instance
How to manually create the Microsoft SQL Server (ACT7) instance
Answer ID How to manually create the Microsoft SQL Server (ACT7) instance
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Your database was not upgraded properly after upgrading to a newer version
If your database was accessible prior to upgrading to a new version, but is now not opening, this could be because the database wasn't properly upgraded. To resolve this:
- Manually run the database schema update script by following the steps in the following article:
How to manually run the database schema update script in Act!
Answer ID How to manually run the database schema update script in Act! - Attempt to access your database again to test
Insufficient Windows folder permissions for the folders of the shared database
This error will occur if trying to access a database that has been shared, but the Windows user trying to access the database has insufficient Windows permissions to the shared database folders on the machine where the database is stored. To resolve this, ensure that the user’s Permissions are set to Full Control for the folders containing the shared database. For more detailed information on how to configure these permissions, refer to your Windows documentation.
Note: If you are not sure where to find your database files, refer to the following knowledgebase article for information on how to find your database files:
How to determine the location of an Act! database
Answer ID How to determine the location of an Act! database
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Multiple Shares created for the database
This issue can occur if multiple shares were created for the database. To check for multiple shares, follow the steps below:
- On your keyboard, press the Windows Key + R
- In the Run dialog, type compmgmt.msc, then press Enter or click OK
- On the left side of the window, expand the Shared Folders option, then Click Shares
- On the right side of the window, ensure there is only one listing for your database’s Supplemental Files folder.
If there are multiple shares listed for your database’s Supplemental Files folder (For example: TestDB-database files1), right-click the extra share name and select Stop Sharing. Repeat this step until only one share exists for your database’s Supplemental Files folder.
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- Right-click the Act! icon, then select Properties
- Select the Compatibility tab
- If checked, uncheck Run this program in compatibility mode for:
- Click Apply, then click OK
- Launch Act! to test accessing the database
Computer name was recently changed
If you recently changed the name of your computer, the host in the .PAD file needs to be updated. Alternatively, the PAD file can be recreated. For more information, refer to the following knowledgebase article:
How to modify or recreate an Act! database .PAD file
Answer ID How to modify or recreate an Act! database .PAD file
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The database .PAD file is damaged
This error can occur if the .PAD file for the database is damaged and needs to be recreated. For instructions, refer to the following knowledgebase article:
How to modify or recreate an Act! database .PAD file
Answer ID How to modify or recreate an Act! database .PAD file
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The database is listed as SUSPECT or RECOVERY in Act! diagnostics
If the computer hosting the database has experienced an abrupt power outage, or other system problem, the database may be in SUSPECT or RECOVERY mode. To check this:
- On your keyboard, press the Windows Key + R
- In the Run dialog, type actdiag, then press Enter or click OK
- Click Databases > Database List
- Find your database in the list and verify that the Status column says SUSPECT or RECOVERY instead of ONLINE
- If listed as STATUS or RECOVERY, follow the steps in the following knowledgebase article:
Error: "Cannot Access Specified Database..." and the Database is Listed as SUSPECT or RECOVERY in the ACT! Diagnostics Utility
Answer ID Error: "Cannot access specified database..." and the database is listed as SUSPECT or RECOVERY in the Act! Diagnostics Utility.
There is a problem on the client machine resolving the name of the computer hosting the database
This error can occur if the client machine cannot properly resolve the name of the computer hosting the database. This can be resolved by editing the .PAD file to indicate the IP address of the computer hosting the database, rather than the network name. For instructions on modifying the .PAD file, refer to the following knowledgebase article:
How to modify or recreate an Act! database .PAD file
Answer ID How to modify or recreate an Act! database .PAD file
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Your installed version of Act! is different than the version of Act! on the Computer hosting the shared database
This error can occur if the version of Act! was upgraded or updated on the computer trying to access the database, but wasn’t updated on the computer hosting the database (or vice versa). In order to access a database share, all computers accessing the database must be using the same version of Act!
You can determine which version of Act! is installed by clicking the Help menu in Act!, then clicking About Act!. The version will be displayed near the upper-right corner. If the version numbers to the left of the decimal point are the same, but the version numbers to the right of the decimal point are different, the computer which has the lower number on the right of the decimal point must update their installation to the same version as the computer with the higher number. Refer to the following knowledgebase article for information on updating to the latest service pack for your version of Act!:
What are the most recent updates for my version of Act!?
Answer ID What are the most recent updates for my version of Act!?
If the digits to the left of the decimal point do not match, this means that the computer with the higher number is using a newer release of the Act! software than the other computer. In order to upgrade and install the newer version, it will be necessary for the user of the lower number to download and install the new version. For the download link to the new version, refer to the download notification page that was provided when you purchased the newer version. If you are not able to find the download notification page, contact customer service at 877-386-8083.
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Protocols for ACT7; TCP/IP is Disabled
This issue can occur of the TCP/IP option is disabled in the Protocols for ACT7 in the SQL Server Configuration Manager. Follow the steps below for instructions on enabling TCP/IP if it is disabled:
- On your keyboard, press the Windows key + R
- In the Run dialog, type one of the following, depending on your version of Microsoft SQL Server, then press Enter or click OK:
- Microsoft SQL Server 2014: SQLServerManager12.msc
- Microsoft SQL Server 2008 (also applies to 2008 R2): SQLServerManager10.msc
- Microsoft SQL Server 2005: SQLServerManager.msc
- Expand the SQL SQL Server Network Configuration on the left, then click Protocols for ACT7
- On the right side of the window, right-click TCP/IP, then click Enable
- Read the message that appears, then click OK to enable TCP/IP
- In the SQL Server Configuration Manager, click SQL Server Services
- On the right side of the window, right-click SQL Server (ACT7), then click Restart
- Once finished, close out of the SQL Server Network Configuration window and try to access the database again
SQL Server password is invalid
This can occur if the SQL Server password is invalid. You can resolve this by resetting the password. Follow the steps below:
- Close Act!
- Download the ResetSQL.bat file in the Attachments section at the bottom of this article and save it to your Desktop
- Run the file from your Desktop
- When prompted, say Yes to both prompts
- When the batch file completes, open Act! and attempt to access your database again to test
Firewall or Anti-virus software is blocking access to the database
If exceptions have not been added, it is possible that your firewall or antivirus software could be blocking access to the database. For information about what processes and ports should be added as exceptions to your firewall or anti-virus, refer to the following knowledgebase article:
Using your anti-virus/firewall software with Act!
Answer ID Using your antivirus/firewall software with Act!
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Windows Firewall incorrectly configured to allow access to SQL Server (Windows Server 2008 only)
Note: This information is provided as a convenience. Swiftpage does not provide support for configuring firewalls. If you require additional assistance, contact Microsoft.
If the machine hosting the database is using Windows Server 2008, then the issue could be caused by the Windows Firewall not being configured to allow access to the ACT7 instance of SQL Server on that machine. Refer to the following Microsoft knowledgebase article for more information:
How to open the firewall port for SQL Server on Windows Server 2008
Note: This does not apply to Microsoft Windows Small Business Server 2008
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The Preferences files are damaged
This can occur if the Act! Preferences files have become damaged. Follow the steps in the knowledgebase article below to resolve this issue:
How To Rebuild the Act! Preferences File
Answer ID How to rebuild the Act! Preferences file
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Compressed files
Note: This information is provided as a convenience. Swiftpage does not provide support for Microsoft products. For additional assistance, contact Microsoft.
This issue can occur if any database files or program files necessary to operate Act! have been compressed using NTFS File Compression. For more information on NTFS Compression, refer to the following Microsoft Knowledgebase article:
Best practices for NTFS compression in Windows
To resolve this, refer to the steps below:
- Open a Windows Explorer window.
- On the Tools menu, click Folder Options.
- On the View tab, check Show encrypted or compressed NTFS files in color.
- Verify that Show hidden files and folders is checked.
- Click OK.
- On the Windows taskbar, click Start > Search > For Files or Folders.
- Click All files and folders.
- Click More advanced options.
- Check Search hidden files and folders.
- Click Search.
- Right-click each compressed file that is found (filename will be blue in color), click Properties, click Advanced, and then uncheck Compress contents to save disk space.
Note: Look for files in the following directories:
- [install drive]:\Program Files\ACT\ACT for Windows
- [install drive]:\Programs Files\Microsoft SQL Server
- Database (*.adf, *.alf files) and Database Files Folder
- C:\Windows\system32. Look for any compressed files that begin with sql.
- Reboot the system.
Note: Alternately, you can decompress the entire hard drive. This may take a substantial amount of time depending on the hard drive size. To complete this process, right-click on the C: (or root) drive, click Properties, click Advanced, and then uncheck Compress contents to save disk space. (Be sure to select to apply changes to Folder, Subfolder and Files)
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Computer hosting the database has a special character in the machine name
This error can occur if the machine name of the computer has a special character, such as a hyphen (-) in it. You may be able to resolve this by updating the .PAD file to use the IP address instead of the machine name. For more information on how to modify the PAD file, refer to the following knowledgebase article:
How to modify or recreate an Act! database .PAD file
Answer ID How to modify or recreate an Act! database .PAD file
If the issue still persists after doing that, you may need to remove the special character from the machine name, then recreate the .PAD file using the KB article mentioned above. Note that changing your computer name may affect the functionality of your network and the ability for other computers in the network to connect to your machine. For assistance or instructions on modifying your machine name, refer to Microsoft or an IT Professional.
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Your database Log File is damaged
This issue can be caused by a damaged database Log file (.ALF). You may be able to resolve this by detaching the Act! database from SQL, recreating the Log file, then reattaching the database. Refer to the following knowledgebase article for detailed steps:
How do I rebuild the Act! database log (*.ALF) file?
Answer ID How do I rebuild the Act! database log (*.ALF) file?
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Your database is damaged
If the issue continues to persist after completing the previous steps in this article, then it is likely that your database could be damaged. You may be able to resolve this by running maintenance on the database. Refer to the following knowledgebase article for more information:
Act! Database Rebuild and Repair Procedures
Answer ID Act! database rebuild and repair procedures
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