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Error: "Cannot access specified database..." and the database is listed as SUSPECT or RECOVERY in the Act! Diagnostics Utility.

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Symptom: When I try to open my database, I receive the Error: “Cannot access specified database…”. Additionally, when I look in the Act! Diagnostics Utility, the status is listed as SUSPECT or RECOVERY.

Product Details:
Product Family: Act!
Product: Act! Pro, Premium (access via web)
Version: 2005 and later


 

Cause:

This error can occur if there was an interruption in the connection between the database files and the Microsoft SQL Server ACT7 instance while data was being written to the database files (files were in use). Such an interruption could be caused if the database server computer experienced an unexpected/improper shutdown or a scheduled restart occurs while the files were in use. Additionally, this error can occur if the database files are compressed.

Finally, the customer could be using third party encryption software on the location where the database is being held. make sure that the customer discusses this with their IT support to verify that they are not using third party encryption software. If they are, this will need to be disabled for the Act! database location

Solution:

Note: If the database is listed as RECOVERY_PENDING, attempt the steps in the following knowledgebase article prior to following the steps found in this article:

Database status is listed as RECOVERY_PENDING in Act! Diagnostics



CAUTION:

It is very important that you follow these steps exactly as listed in this document. Failure to follow these steps can result in data loss.


Database connection interruption

Note: You may be able to resolve this issue by simply restarting the computer and trying to access the database again. If restarting the computer does not resolve the issue, proceed to the steps below.


  1. Login to the server computer as a Windows Administrator
  2. On your keyboard, press the Windows Key + R
  3. In the Run dialog, type actdiag, then press Enter
  4. Click Databases > Database Details List (In versions prior to v18.1, click Database > Database List)

    Note: When accessing the list of databases, if you receive SQL Error messages relating to each database on your system that is listed as SUSPECT or RECOVERY, keep clicking past the error messages until you see the Database List
  5. If the Status of your database is listed as SUSPECT or RECOVERY, continue with the steps in this answer. If the Status is listed as ONLINE, do not proceed with these steps. Refer instead to the one of the following knowledgebase articles, depending on your version of Act!:

  6. Minimize the Act! Diagnostics Utility
  7. Stop the SQL Server (ACT7) instance and the SQL Server Browser by following the steps in the following knowledgebase article:


  8. Depending on your version of Act! and Windows, browse to the location where your database is stored. By default, these locations are as follows:

    Note: If your database is in a different location than the default, but you’re not sure where, you can maximize the Act! Diagnostics Utility and refer to the File Path column for the location of your database

    Act! versions 2011 (v13) and later:
    • Windows Vista/Windows 7 and later: C:\Users\[Windows_Username]\Documents\ACT\ACT Data\Databases
    • Windows XP/Server 2003: C:\Documents and Setting\[Windows_Username]\My Documents\ACT\ACT Data\Databases
    Click to Expand/Collapse this section For older versions, click here.
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  9. While holding down your Ctrl key, individually click the following:
    • [YourDatabaseName].ADF
    • [YourDatabaseName].ALF
    • [YourDatabaseName].PAD
    • [YourDatabaseName]-database files
  10. Right-click one of the selected files and select Copy
  11. Browse to a completely different location than the one where your database is stored, such as your desktop and create a new folder, being sure to note the location of this folder
  12. Open the new folder and press Ctrl+V on your keyboard to paste the copy of the database files into the new folder
  13. Use the information in step 7 to start the SQL Server (ACT7) instance and the SQL Server Browser again

    IMPORTANT NOTE: Perform the following steps only AFTER you have copied the files listed in the steps above to a different location. Failure to copy those files to a different location can result in data loss.

  14. Return to the Act! Diagnostics Utility, then click the rectangle to the left of the name of the affected database to highlight the entire row for that database
  15. Click the Actions menu, then choose Delete Database

    Note: If you receive an error message when attempting to delete the database, attempt to delete the database using the command line as described in the following knowledgebase article:

    How to use common Administrative and Repair functions in the Act! Diagnostics tool

  16. When prompted whether you are sure you wish to delete the database, click Yes
  17. When the deletion confirmation appears, click OK, then close the Act! Diagnostics Utility
  18. Open the folder you placed the copy of the files in, re-copy them, and then paste them back into their original folder
  19. Double-click the .PAD file in the original folder to launch Act!
  20. When prompted to verify the database, click OK to verify and attempt to login to your database



Compressed Files

Note: This information is provided as a convenience. Swiftpage does not provide support for managing your Windows file system. If you require assistance configuring your Windows Explorer settings, contact Microsoft or an IT professional



Compressed files have been noted as a potential cause for this issue, especially if the database itself is compressed. Follow the steps below to make sure files pertaining to Act! and your database are not compressed:

Note: These steps assume that you are using default file locations for your Act! installation and your database files. If you are using custom locations, replace the locations specified in the steps with your custom locations

  1. Open Windows Explorer, then click Organize > Folder and search options (in some versions of Windows, this will be Tools > Folder options…)
  2. Click the View tab, then enable the option to “Show encrypted or compressed NTFS files in color”

    Note: Enabling this option will highlight in blue, the name of any files or folders that are compressed.

  3. If it isn’t already, enable the option to “Show hidden files, folders, and drives”
  4. Click OK
  5. Browse to the folder where your database files are located
  6. Right-click any files or folders that are compressed, then select Properties
  7. Click Advanced, then uncheck “Compress contents to save disk space”, click OK, then click Apply

    Note: When choosing to disable compression on a folder, you will be prompted on whether you wish to apply changes to the folder only, or all of the contents as well. Choose the option to “Apply changes to this folder, subfolder, and files”, then click OK

  8. Ensure that there are no compressed files, folders, or subfolders in the following directories:
    • C:\Program Files (x86)\ACT
    • C:\Program Files\ACT (32-bit versions of Windows only)
    • C:\Program Files (x86)\Microsoft SQL Server
    • C:\Program Files\Microsoft SQL Server
  9. After disabling compression, reboot the system
  10. Attempt to access your database again


Note: Alternatively, you can disable compression for the entire hard drive, however this may take a substantial amount of time, depending on the size of the hard drive. To complete this process, right-click the C: (or root) drive, click Properties, click Advanced, then uncheck Compress contents to save disk space, being sure to enable the option to “Apply changes to this folder, subfolder, and files.

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