Symptom: No history created or recorded in Act! v20.1 when sending e-mail from Microsoft Outlook 2013 and later
Product Details:
Product Family: Act!
Product: Act! Pro, Act! Premium, Act! Premium (access via web)
Version: v20.1 and later
Environment:
OS: Windows 7 and later
Cause:
Solution:
History filters are not properly configured
It is possible that the history is recording, but your history filters may not be displaying the correct date range, History Type, or proper Record Manager
The e-mail you are sending does not have a subject
History willl not record if the message you are sending or trying to manually attach does not have a subject. Make sure that when you are sending your emails with subjects in the subject line. If your emails have subject lines, and history is still not recording, proceed to the next section
Unsupported version of Microsoft Outlook
History will not record if you are using a version of Microsoft Outlook that is not compatible with your version of Act!. For more information, refer to the following knowledgebase article:
Supported Versions of Microsoft® Office by Version of Act!
You have the desktop program and the Act! Premium (access via web) Outlook integration installed at the same time
This issue can occur if you have the desktop version of Act! installed on the same machine that you have the web integration installed on. This may cause a conflict between the processes used for Outlook Integration on the desktop program and the process used for Outlook Integration in the web edition (APFW.Outlook.Service.exe) because they aren't designed to run side-by-side. To ensure fully functioning integration with Outlook, it is recommended that you have only one of them installed.
To resolve this:
History Recording is not enabled in the E-mail System Setup wizard
In order for e-mail history to record, it is necessary to first configure history recording in the E-mail System Setup. For information on configuring history recording, refer to the knowledgebase article that applies to you below:
How to use Microsoft Outlook as your e-mail client in Act! versions 2011 and higher
How do I configure Microsoft Outlook as my email client in Act! Premium (access via web)?
You are not sending from the default mailbox
E-mail history will only record if the email is sent using your default email box. If the email address you need to send from to record history for is not the default mailbox, you will need to change it. To do this:
Note: After changing the default email address, if you wish to send email from the email address that was previously default, it will be necessary to manually select the email address from the "From" field of the message composition window going forward.
Administrative preferences set to not allow files and emails to attach
This can occur if your Administrative preferences have not been configured to allow files and emails to attach to the database. To resolve this:
Preferences are configured to not attach history when e-mailing database users
Note: If history is not recording for any of the contacts in the database, regardless of whether they are users, you can skip this section
If history is not recording when you're sending e-mail to other users in the database, the preferences may be configured to disable the history recording for messages sent between users of the database. To resolve this:
Your computer hasn't been restarted in over 24 hours (Act! Premium (access via web) only)
In some cases, if your computer hasn’t been restarted in over 24 hours, there could be leftover processes or services running in the background that could be keeping the Act.Outlook.Service.exe from having enough memory to run.
The APFW.Outlook.Service.exe is not running (Act! Premium (access via web) only)
If the APFW.Outlook.Service.exe process is not started or is not running properly, you may be able to resolve this issue by starting or restarting it:
You can also verify that the APFW.Outlook.Service.exe service is set to automatically start when you start up or reboot your computer. Follow these steps to verify this setting:
The APFW.Outlook.Service.exe is being blocked by your antivirus or firewall (Act! Premium (access via web) only)
Note: Swiftpage does not provide support for making modifications to your antivirus or firewall settings. For information on or assistance with adding exceptions to your antivirus or firewall, contact the vendor of your antivirus or firewall program.
This can occur if your antivirus or firewall is blocking APFW.Outlook.Service.exe from running properly.
Important note for users of BullGuard Antivirus
BullGuard has been known to block APFW.Outlook.Service.exe from running, and in some cases, remove it entirely. You can verify whether APFW.Outlook.Service.exe is missing by browsing to one of the following locations, depending on the edition of Act! you have installed:
64-bit OS: C:\Program Files (x86)\ACT\Act for Web\
32-bit OS: C:\Program Files\ACT\Act for Web\
If you do not see APFW.Outlook.Service.exe listed in this directory, follow the steps below:
The Act! Address Book has not been properly added to Outlook
Outlook emails will not record in Act! history if the address book for your ACT! database has not been properly added to Outlook. Please see the following Knowledgebase articles for the procedure to add the ACT! address book to Outlook:
How to add my Act! address book to Microsoft Outlook 2010 and later
The History Queue folder is backed up (Act! Premium (access via web) only)
This issue can occur if the Act! History Queue folder is backed up. The History Queue is a directory that email messages "pass through" between Outlook and Act! Premium Cloud or Act! Premium Web. If there are messages that have become stuck in the History Queue folder, this can prevent ensuing messages from passing through to Act! history. Follow the steps below to clear up the History Queue:
If successful, then you can go back to the copy of the History Queue folder you made in Step 3, and copy and paste the items from there into the original HistoryQueue folder (see Step 2) a little at a time (perhaps 10-15 items). As the email messages get recorded into history, they will disappear from the History Queue folder. Please note that there are 2 files for each message - an .xml file and am .msg file.
Act! Outlook add-in disabled
Act! and other programs use a mechanism called an add-in to integrate directly with Outlook. If the add-in for Act! has been disabled in Outlook, then this can be a cause for Outlook emails not recording in Act! history. Follow the steps below to determine if the Act! add-in is disabled:
Multiple versions of Microsoft Office are installed
This issue can occur if you have multiple versions of Office installed. You can check this by going to Programs and Features and checking for more than one listing of Microsoft Office. If more than one is listed:
Note: Swiftpage do not provide support for 3rd party applications, you should contact your IT or Microsoft for further assistance removing Microsoft Office
If the history recording still does not work, you may need to uninstall and reinstall Act! after uninstalling one of the versions of Office in order to resolve the issue.
Product Details:
Product Family: Act!
Product: Act! Pro, Act! Premium, Act! Premium (access via web)
Version: v20.1 and later
Environment:
OS: Windows 7 and later
Cause:
- History filters are not properly configured
- Unsupported version of Microsoft Outlook
- The e-mail you are sending does not have a subject
- You have the desktop program and the Act! Premium (access via web) Outlook integration installed at the same time
- History Recording is not enabled in the E-mail System Setup wizard
- You are not sending from the default mailbox
- Administrative preferences set to not allow files and emails to attach
- Preferences are configured to not attach history when e-mailing database users
- Your computer hasn't been restarted in over 24 hours (Act! Premium (access via web) only)
- The APFW.Outlook.Service.exe is not running (Act! Premium (access via web) only)
- The APFW.Outlook.Service.exe is being blocked by your antivirus or firewall (Act! Premium (access via web) only)
- 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 (Act! Premium (access via web) only)
- File path to History Queue folder is incorrect in registry (Act! Premium (access via web) only)
- Act! Outlook add-in disabled
- Multiple versions of Microsoft Office are installed
Solution:
History filters are not properly configured
It is possible that the history is recording, but your history filters may not be displaying the correct date range, History Type, or proper Record Manager
- Click the Dates drop-down and ensure it is set to All Dates
- Click the Types drop-down and ensure that Email and Correspondence is checked as a history type
- Click Select Users and ensure that the All users option is selected, then click OK
- Verify whether the email history appear in the list
The e-mail you are sending does not have a subject
History willl not record if the message you are sending or trying to manually attach does not have a subject. Make sure that when you are sending your emails with subjects in the subject line. If your emails have subject lines, and history is still not recording, proceed to the next section
Unsupported version of Microsoft Outlook
History will not record if you are using a version of Microsoft Outlook that is not compatible with your version of Act!. For more information, refer to the following knowledgebase article:
Supported Versions of Microsoft® Office by Version of Act!
You have the desktop program and the Act! Premium (access via web) Outlook integration installed at the same time
This issue can occur if you have the desktop version of Act! installed on the same machine that you have the web integration installed on. This may cause a conflict between the processes used for Outlook Integration on the desktop program and the process used for Outlook Integration in the web edition (APFW.Outlook.Service.exe) because they aren't designed to run side-by-side. To ensure fully functioning integration with Outlook, it is recommended that you have only one of them installed.
To resolve this:
- Choose whether you want to use the desktop version of Act! for your email history recording or whether you want to use Act! Premium (access via web) then uninstall the one that you will not be using. For information on uninstalling either of these, refer to one of the following articles, depending on the one you've chosen to uninstall:
How to uninstall Act! Pro, Act! Premium, or Act! Premium (access via web) v16 or later
How to uninstall the Act! Premium (access via web) Outlook Integration
- Test recording email history
History Recording is not enabled in the E-mail System Setup wizard
In order for e-mail history to record, it is necessary to first configure history recording in the E-mail System Setup. For information on configuring history recording, refer to the knowledgebase article that applies to you below:
How to use Microsoft Outlook as your e-mail client in Act! versions 2011 and higher
How do I configure Microsoft Outlook as my email client in Act! Premium (access via web)?
You are not sending from the default mailbox
E-mail history will only record if the email is sent using your default email box. If the email address you need to send from to record history for is not the default mailbox, you will need to change it. To do this:
- Click File > Account Settings > Account Settings...
- Under the E-mail tab, select the email address you want to use to record history with
- Ensure the selected email address is set as the default by clicking Set as Default
- Click Close
- Attempt to record history again to test
Note: After changing the default email address, if you wish to send email from the email address that was previously default, it will be necessary to manually select the email address from the "From" field of the message composition window going forward.
Administrative preferences set to not allow files and emails to attach
This can occur if your Administrative preferences have not been configured to allow files and emails to attach to the database. To resolve this:
- Log into Act! as an Administrator
- Click Tools > Preferences, then click the Admin tab
- Under the Attachments section, ensure the following options are enabled:
- Allow files to be attached to this database
- Allow e-mail messages to be attached to this database
- Click OK
- Test recording history again
Preferences are configured to not attach history when e-mailing database users
Note: If history is not recording for any of the contacts in the database, regardless of whether they are users, you can skip this section
If history is not recording when you're sending e-mail to other users in the database, the preferences may be configured to disable the history recording for messages sent between users of the database. To resolve this:
- Enable history recording between users by following the steps in the following knowledgebase article:
How to disable or enable e-mail history recording between users of an Act! Database
- Test history recording again
Your computer hasn't been restarted in over 24 hours (Act! Premium (access via web) only)
In some cases, if your computer hasn’t been restarted in over 24 hours, there could be leftover processes or services running in the background that could be keeping the Act.Outlook.Service.exe from having enough memory to run.
- Open the Task Manager and go to the Performance tab
- Under the system heading, check the Up Time section
Note: This format is listed as DAYS:HOURS:MINUTES:SECONDS
- If it reads over 24 hours, save and close all of your programs and reboot the machine
- After the reboot, launch Act! and Outlook, then test to see if history records
The APFW.Outlook.Service.exe is not running (Act! Premium (access via web) only)
If the APFW.Outlook.Service.exe process is not started or is not running properly, you may be able to resolve this issue by starting or restarting it:
- Press Ctrl+Alt+Delete on your keyboard and click Task Manager
- Under the processes tab locate APFW.Outlook.Service.exe
- Right click the process and select End Task
- Browse to the following location depending on your Operating System and Act! Product version:
64-bit OS: C:\Program Files (x86)\ACT\Act for Web\APFW.Outlook.Service.exe
32-bit OS: C:\Program Files\ACT\Act for Web\APFW.Outlook.Service.exe
- Locate and open APFW.Outlook.Service.exe
Note: It will appear that nothing has happened on screen
- Confirm in Task Manager that APFW.Outlook.Service.exe is now running as per step 1 and 2 above
You can also verify that the APFW.Outlook.Service.exe service is set to automatically start when you start up or reboot your computer. Follow these steps to verify this setting:
- Press the Windows key + R on your keyboard to bring up the run dialog
- Type msconfig, then press Enter
- Click the Startup tab, open Task Manager if prompted in the Startup tab
- Scroll through the list until you find one of the following Startup items:
64-bit OS:
Service Name: 64-bit Act.Outlook.Service
Location: C:\Program Files (x86)\ACT\Act for Web\APFW.Outlook.Service.exe
32-bit OS:Service Name: 32-bit Act.Outlook.Service
Location: C:\Program Files\ACT\Act for Web\APFW.Outlook.Service.exe
- Ensure that the box for this item is checked, indicating that the service is set to automatically start when the computer starts up
- Click OK
The APFW.Outlook.Service.exe is being blocked by your antivirus or firewall (Act! Premium (access via web) only)
Note: Swiftpage does not provide support for making modifications to your antivirus or firewall settings. For information on or assistance with adding exceptions to your antivirus or firewall, contact the vendor of your antivirus or firewall program.
This can occur if your antivirus or firewall is blocking APFW.Outlook.Service.exe from running properly.
- Add APFW.Outlook.Service.exe as an exception to your antivirus or firewall by determining your Act! version and using the file locations as applicable below
64-bit OS: C:\Program Files (x86)\ACT\Act for Web\APFW.Outlook.Service.exe
32-bit OS: C:\Program Files\ACT\Act for Web\APFW.Outlook.Service.exe
- Reboot the computer
- Test recording history again
Important note for users of BullGuard Antivirus
BullGuard has been known to block APFW.Outlook.Service.exe from running, and in some cases, remove it entirely. You can verify whether APFW.Outlook.Service.exe is missing by browsing to one of the following locations, depending on the edition of Act! you have installed:
64-bit OS: C:\Program Files (x86)\ACT\Act for Web\
32-bit OS: C:\Program Files\ACT\Act for Web\
If you do not see APFW.Outlook.Service.exe listed in this directory, follow the steps below:
- Create a backup of your database by using the steps in the following knowledgebase article:
How to back up and restore an Act! database
- Uninstall Act! by using the steps in the following knowledgebase article:
How do I uninstall Act!?
- Reinstall Act by using the steps in the following knowledgebase article:
How do I install Act!?
- Once the install is complete, ensure your preferences are set, then test to make sure history records
The Act! Address Book has not been properly added to Outlook
Outlook emails will not record in Act! history if the address book for your ACT! database has not been properly added to Outlook. Please see the following Knowledgebase articles for the procedure to add the ACT! address book to Outlook:
How to add my Act! address book to Microsoft Outlook 2010 and later
The History Queue folder is backed up (Act! Premium (access via web) only)
This issue can occur if the Act! History Queue folder is backed up. The History Queue is a directory that email messages "pass through" between Outlook and Act! Premium Cloud or Act! Premium Web. If there are messages that have become stuck in the History Queue folder, this can prevent ensuing messages from passing through to Act! history. Follow the steps below to clear up the History Queue:
- Close Act! and Microsoft Outlook
- Open Windows Explorer and browse to the following directory:
- Copy the History Queue folder and paste it to another location on your machine, such as your Desktop
- Open the original History Queue folder and delete the entire contents of the folder
- Open your Windows Task Manager by pressing the Windows key and R on your keyboard and typing in taskmgr
- Go to the Processes tab in the Task Manager, locate APFW.Outlook.Service.exe, highlight it and click the End Process button. This will stop the Service
- Browse to the following directory dependent on your Act! and Operating System version:
64-bit OS: C:\Program Files (x86)\ACT\Act for Web
32-bit OS: C:\Program Files\ACT\Act for Web
- Locate the file APFW.Outlook.Service.exe and double-click it to restart the service. Look under the Processes tab in the Task Manager again to verify the service is running
- Send an email from ACT! to test if the emails are attaching to History
If successful, then you can go back to the copy of the History Queue folder you made in Step 3, and copy and paste the items from there into the original HistoryQueue folder (see Step 2) a little at a time (perhaps 10-15 items). As the email messages get recorded into history, they will disappear from the History Queue folder. Please note that there are 2 files for each message - an .xml file and am .msg file.
Act! Outlook add-in disabled
Act! and other programs use a mechanism called an add-in to integrate directly with Outlook. If the add-in for Act! has been disabled in Outlook, then this can be a cause for Outlook emails not recording in Act! history. Follow the steps below to determine if the Act! add-in is disabled:
- Click the Outlook File tab, select Options
- Select Add-Ins in the left column
- Change the value in the field Manage to Disabled Items and click Go...
- If you see a reference to Act! in the list of disabled items, highlight it and click Enable
- Close and reopen Outlook for the change take effect
Multiple versions of Microsoft Office are installed
This issue can occur if you have multiple versions of Office installed. You can check this by going to Programs and Features and checking for more than one listing of Microsoft Office. If more than one is listed:
- Uninstall one of the versions
- Test the history recording
Note: Swiftpage do not provide support for 3rd party applications, you should contact your IT or Microsoft for further assistance removing Microsoft Office
If the history recording still does not work, you may need to uninstall and reinstall Act! after uninstalling one of the versions of Office in order to resolve the issue.