Symptom: Act! icons missing from Microsoft Outlook toolbar when using Act! 20.1 or later
Product Details:
Product Family: Act!
Product: Act! Pro, Act! Premium, Act! Premium (access via web)
Version: v20.1 and later
Environment:
Third Party: Microsoft Outlook 2013 and later
Cause:
There can be more than one possible cause for this issue:
Solution:
You are using a version of Outlook which is not compatible with your version of Act!
If you are using a version of Outlook which is not compatible with Act! version 20.1 or later, the Act! icons are most likely to not be available.
To determine whether your version of Outlook is compatible with your version of Act!, refer to the following knowledgebase article:
Supported Versions of Microsoft® Office by Version of Act!
If you are using a supported version of Outlook, proceed to the next section.
Outlook email preferences were configured using a .PAD file that is not stored locally
This can occur if the .PAD file you selected when you configured your Outlook email preferences was stored in a network location rather than locally to the computer you are using. If the .PAD file is not local, an interruption in your network connection can cause your computer to lose the path to the .PAD file, thus removing the address book and resulting in having to manually add the address book again. To resolve this:
Your Act! preferences are damaged
This can also occur if your Act! preferences are damaged. This is more likely to be the case if you have upgraded to a newer version of Act! from an older version of Act!
Windows User Account Control Settings (UAC) are blocking the Act! add-in from loading
Option 1: Run Act! and Outlook as an administrator
You may be able to workaround the UAC settings by running Act! and Outlook as an administrator
Note: The issue can also occur if Act! is set to run as an administrator but Outlook is not or vice versa. To check this, individually right-click each program's shortcut, choose properties, then navigate to the Compatibility tab and ensure that the Privilege level settings match each other for both programs.
Option 2: Disable UAC
Note: This information is provided as a convenience. Swiftpage does not provide support for Microsoft products. For assistance with configuring or disabling UAC, contact Microsoft.
If running the programs as an Administrator is unsuccessful, you may need to disable UAC. For more information about UAC and how to disable it, refer to the following Microsoft documentation:
User Account Control Step-by-Step Guide
Outlook was installed after Act!
In order for Act! and Outlook to properly integrate with each other, Outlook must be installed prior to Act!. The same applies to updates which are applied to Outlook while act! is installed (For example, upgrading from Outlook 2013 to Outlook 2016 while Act! is installed). If you installed Outlook after Act! was already installed on the computer, or if you upgraded your version of Outlook while Act! was installed follow the steps below:
Recreate the Act! Outlook Addin registry keys
Windows file permissions blocked installation of Act! address book provider information
Note: This information is provided as a convenience. Swiftpage does not provide support for Windows file permissions. For additional assistance with file permissions, contact Microsoft.
The Act! address book was not properly added to Outlook
This can occur if the Act! address book was not properly added to Outlook during the configuration of the preferences.
The Act! add-in is disabled or not configured to load in Outlook
If the Act! Add-in is disabled or is set to inactive, the Add-ins options will not be available. Follow the steps below for Outlook 2013 and later:
Ensuring the Add-in is not disabled
Ensuring the Add-in is Active
The Act! add-in is being blocked by Outlook Macro Security
This can occur if Outlook Macro Security is blocking the Act! add-in. Follow the steps below for Outlook 2013 and later:
Corrupted Outlook toolbar customizations
This issue can occur if your Outlook toolbar customizations have become corrupt and need to be reset.
The Act! add-in is being blocked by a Third-Party Add-In
To determine if any other third-party add-ins are causing the issue, you can temporarily disable them
Windows Registry settings for Act! add-in load behavior
Use these steps to verify the Load Behavior is set correctly.
Caution: We strongly recommend that you back up the system registry before making any changes. Incorrect changes to the registry could result in permanent data loss or corrupted files. Please make sure you modify only the keys specified. For detailed information on backing up the Windows Registry, click the link below:
How to back up the Windows Registry
The Act! address book was not properly added to the Windows Registry
After you have followed the steps above and the issue still persists, please apply the additional steps below:
The Act! plug-in files are damaged
You can attempt to replace the Act! plug-in files for Outlook Integration to attempt resolution:
Access the Act! download media, this is normally saved to a folder based on the product version, for example: C:\Act!_Premium_Web_ vXXspXxXXX or C:\Act!_Pro_vXXspXxXXX
Browse to one of the following locations, depending on which version of Act! you're using:
Pro: ACTSTD\System32
Premium: ACTWG\System32
Act! Premium Web: ACTForWeb\System32
Right click on the Act9AB32.dll and the Act9Ext.dll and select Copy.
Browse to C:/Windows/System32 folder and click the Edit menu and select Paste. Close the folder
Launch Outlook and add the Act! Address Book
How to add my Act! address book to Microsoft Outlook 2010 and later
Verify that the Add-ins are available. If still unavailable, proceed to the next section
Damaged Act! add-in Windows Registry entries The following steps have been known to resolve this issue. Please use the following steps to attempt resolution:
Damaged Microsoft Outlook Application
If the Add-ins are still unavailable you may need to run an Office Repair. Microsoft Office 2013 and later need to be repaired by accessing Programs and Features from the Control Panel. For additional details on repairs refer to the Microsoft documentation below:
Repair an Office application
If an Office repair did not resolve your issue you may need to uninstall and reinstall Outlook, you should contact Microsoft for assistance.
Important: Act! will need to be reinstalled after Outlook. For more information about uninstalling or installing Act!, refer to the following articles:
How do I uninstall Act!?
How do I install Act!?
Product Details:
Product Family: Act!
Product: Act! Pro, Act! Premium, Act! Premium (access via web)
Version: v20.1 and later
Environment:
Third Party: Microsoft Outlook 2013 and later
Cause:
There can be more than one possible cause for this issue:
- You are using a version of Outlook which is not compatible with your version of Act!
- Outlook email preferences were configured using a .PAD file that is not stored locally
- Outlook email preferences have not been configured
- Your Act! preferences are damaged
- Windows User Account Control Settings (UAC) are blocking the Act! add-in from loading (Windows Vista and later only)
- Outlook was installed after Act!
- Windows file permissions blocked installation of Act! address book provider information
- The Act! address book was not properly added to Outlook
- The Act! add-in is disabled or not configured to load in Outlook
- The Act! add-in is being blocked by Outlook Macro Security
- Corrupted Outlook toolbar customizations
- The Act! add-in is being blocked by a Third-Party Add-In
- Windows Registry settings for Act! add-in load behavior
- The Act! address book was not properly added to the Windows Registry
- The Act! plug-in files are damaged
- Damaged Act! add-in Windows Registry entries
- Damaged Microsoft Outlook Application
Solution:
You are using a version of Outlook which is not compatible with your version of Act!
If you are using a version of Outlook which is not compatible with Act! version 20.1 or later, the Act! icons are most likely to not be available.
To determine whether your version of Outlook is compatible with your version of Act!, refer to the following knowledgebase article:
Supported Versions of Microsoft® Office by Version of Act!
If you are using a supported version of Outlook, proceed to the next section.
Outlook email preferences were configured using a .PAD file that is not stored locally
This can occur if the .PAD file you selected when you configured your Outlook email preferences was stored in a network location rather than locally to the computer you are using. If the .PAD file is not local, an interruption in your network connection can cause your computer to lose the path to the .PAD file, thus removing the address book and resulting in having to manually add the address book again. To resolve this:
- Make a copy of the database .PAD file that resides in the network location
- Move the copy of the database .PAD file to the computer having the issue
- Reconfigure your Outlook email preferences with the new local copy of the database .PAD file
How to use Microsoft Outlook as your e-mail client in Act! versions 2011 and higher
- Launch Outlook and verify that the Add-ins are available. If still unavailable, proceed to the next section
Your Act! preferences are damaged
This can also occur if your Act! preferences are damaged. This is more likely to be the case if you have upgraded to a newer version of Act! from an older version of Act!
- Rebuild the Act! Preferences by following the instructions in the following knowledgebase article:
How to rebuild the Act! Preferences file
- Launch Outlook and verify that the Add-ins are available. If still unavailable, proceed to the next section
- Reconfigure your Outlook Integration preferences
Windows User Account Control Settings (UAC) are blocking the Act! add-in from loading
Option 1: Run Act! and Outlook as an administrator
You may be able to workaround the UAC settings by running Act! and Outlook as an administrator
- Close Act! and Outlook, then navigate to your desktop
- Right-click the Act! icon, then choose Run as administrator
- If prompted, click Allow
- Once Act! has opened, minimize the window and navigate to the desktop again
- Right-click the Outlook icon, then choose Run as administrator
- If prompted, click Allow
- Verify whether the add-ins are available
Note: The issue can also occur if Act! is set to run as an administrator but Outlook is not or vice versa. To check this, individually right-click each program's shortcut, choose properties, then navigate to the Compatibility tab and ensure that the Privilege level settings match each other for both programs.
Option 2: Disable UAC
Note: This information is provided as a convenience. Swiftpage does not provide support for Microsoft products. For assistance with configuring or disabling UAC, contact Microsoft.
If running the programs as an Administrator is unsuccessful, you may need to disable UAC. For more information about UAC and how to disable it, refer to the following Microsoft documentation:
User Account Control Step-by-Step Guide
Outlook was installed after Act!
In order for Act! and Outlook to properly integrate with each other, Outlook must be installed prior to Act!. The same applies to updates which are applied to Outlook while act! is installed (For example, upgrading from Outlook 2013 to Outlook 2016 while Act! is installed). If you installed Outlook after Act! was already installed on the computer, or if you upgraded your version of Outlook while Act! was installed follow the steps below:
Recreate the Act! Outlook Addin registry keys
- Close Act! and Outlook
- Follow the steps in the following knowledgebase article:
How do I rebuild the registry keys for the Act! Outlook Addins?
- Reconfigure your email preferences
- Open Outlook and verify that the Act!iconsare available. If still unavailable, it may be necessary to uninstall and reinstall Act!.
Windows file permissions blocked installation of Act! address book provider information
Note: This information is provided as a convenience. Swiftpage does not provide support for Windows file permissions. For additional assistance with file permissions, contact Microsoft.
- Close out of Act! and Outlook
- Open Windows Explorer, then browse to C:\Users\[Windows Username]\AppData\Local\Microsoft\Outlook
- Locate and right click mapisvc.inf, then choose Properties
- Click the Security tab, then click the Edit… button
- In the Permissions window, click Add…
- Type Everyone into the available field, then click OK
- Under Permissions for Everyone, check the Allow option for Full control, then click OK
- Click OK again to close out of the properties
- Browse to the Act! program folder. By default, it is located in one of the following locations, depending on your operating system type and version of Act!
64-bit Operating System:
Act! Pro or Act! Premium: C:\Program Files (x86)\ACT\Act for Windows
Act! Premium (access via web): C:\Program Files (x86)\ACT\Act for Web
32-bit Operating System:
Act! Pro or Act! Premium: C:\Program Files\ACT\Act for Windows
Act! Premium (access via web): C:\Program Files\ACT\Act for Web
- Locate and double-click Act.Outlook.Repair.exe
- Once the repair completes and the command window disappears, launch Act! and Outlook and verify that the icons are there.
The Act! address book was not properly added to Outlook
This can occur if the Act! address book was not properly added to Outlook during the configuration of the preferences.
- Depending on your version of Outlook, follow the instructions in one of the following knowledgebase articles:
How to add my Act! address book to Microsoft Outlook 2010 and later
- After adding the Act! address book, restart Outlook if not prompted to do so
- Verify that the Add-ins are visible. If not, proceed to the next section
The Act! add-in is disabled or not configured to load in Outlook
If the Act! Add-in is disabled or is set to inactive, the Add-ins options will not be available. Follow the steps below for Outlook 2013 and later:
Ensuring the Add-in is not disabled
- In Outlook, click File, then select Options
- On the left, click Add-Ins
- In the list of Add-ins, look for ACT! Outlook AddIn under Disabled Application Add-ins
- If present, click the drop-down next to Manage:, select Disabled Items, then click Go…
Note: If not present under Disabled Application Add-ins, proceed to the Ensuring the Add-in is Active section below.
- Look for act9ext.dll or act9ab32.dll (capitalization may differ)
- Highlight one or both (if both are listed), then click Enable
- Restart Outlook and test to see if the add-ins are visible. If not, proceed to the Ensuring the Add-in is Active section below
Ensuring the Add-in is Active
- In Outlook, click File, then select Options
- On the left, click Add-Ins
- In the list of Add-ins, look for ACT! Outlook AddIn under Inactive Application Add-ins
- If present, click the drop-down next to Manage:, select COM Add-ins, then click Go…
- Ensure that ACT! Outlook AddIn and Redemption Outlook Helper Extension are checked, then click OK
- Restart Outlook and test to see if the add-ins are visible. If not, Proceed to the section about Outlook Macro security
The Act! add-in is being blocked by Outlook Macro Security
This can occur if Outlook Macro Security is blocking the Act! add-in. Follow the steps below for Outlook 2013 and later:
- In Outlook, click File, then select Options
- Click Trust Center, then click Trust Center Settings…
- Click Macro settings, then ensure that “Apply macro settings to installed add-ins” is unchecked
- Restart Outlook and verify that the Add-ins are available. If still unavailable, proceed to the next section
Corrupted Outlook toolbar customizations
This issue can occur if your Outlook toolbar customizations have become corrupt and need to be reset.
- Click File, then select Options
- On the Left, select Customize Ribbon
- On the right, under the list of tabs, click Reset > Reset all customizations, then select Yes when prompted
- Click OK to save
- Restart Outlook and verify that the Add-ins are available. If still unavailable, proceed to the next section
The Act! add-in is being blocked by a Third-Party Add-In
To determine if any other third-party add-ins are causing the issue, you can temporarily disable them
- In Outlook, click File, then select Options
- On the left, click Add-Ins
- Next to COM Add-Ins, click Go…
- Uncheck all options except for the ACT! Outlook add-in
- Restart Outlook and verify that the Add-ins are available. If still unavailable, proceed to the next section
Windows Registry settings for Act! add-in load behavior
Use these steps to verify the Load Behavior is set correctly.
- Close Act! and Outlook.
- On your keyboard press the Windows key + R
- The Run dialog box appears. In the Select field, type regedit and then press Enter or click OK.
Caution: We strongly recommend that you back up the system registry before making any changes. Incorrect changes to the registry could result in permanent data loss or corrupted files. Please make sure you modify only the keys specified. For detailed information on backing up the Windows Registry, click the link below:
How to back up the Windows Registry
- On the left hand-side browse to each of the Registry keys below. On the right hand side of the window, verify that the LoadBehavior is set to 3. If it is not set to 3, right click on the LoadBehavior Value and select Change. The Edit DWORD Value dialog box appears, change the Value Data to 3:
-
32-bit operating systems: HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins\ACTOutlookAddin.Connect
-
64-bit operating systems: HKEY_LOCAL_MACHINE\Software\WOW6432node\Microsoft\Office\Outlook\Addins\ACTOutlookAddin.Connect
-
All systems: HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\ACTOutlookAddin.Connect
-
32-bit operating systems: HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins\ACTOutlookAddin.Connect
- Close the Registry.
- Open Outlook and verify that the Add-ins are available. If still unavailable, proceed to the next section
The Act! address book was not properly added to the Windows Registry
After you have followed the steps above and the issue still persists, please apply the additional steps below:
- Close Act! and Outlook.
- On your keyboard press the Windows key + R
- The Run dialog box appears, type regedit.
Caution: We strongly recommend that you back up the system registry before making any changes. Incorrect changes to the registry could result in permanent data loss or corrupted files. Please make sure you modify only the keys specified. For detailed information on backing up the Windows Registry, click the link below:
How to back up the Windows Registry
- Browse to HKEY_CURRENT_USER\Software\ACT\OutlookAddressBooks.
- Individually right-click on folders 1, 2, and 3 and select Delete.
- Close the registry
- For instructions on adding the Act! Address back into Outlook see the article below:
How to add my Act! address book to Microsoft Outlook 2010 and later
- Verify that the Add-ins are available. If still unavailable, proceed to the next section
The Act! plug-in files are damaged
You can attempt to replace the Act! plug-in files for Outlook Integration to attempt resolution:
- Close Outlook and Act!
- Open My Computer and browse to one of the following locations depending on your operating system type:
- 64-bit: C:\Windows\SysWOW64
-
32-bit: C:\Windows\System32
- Click Tools and select Folder Options. The Folder Options dialog box appears. Click the View tab and activate Show hidden files and folders and clear the check box beside Hide extensions for known file types.
- Click OK for the changes to apply. Locate and rename the following files:
-
ActAB32.dll
Rename to ActAB32.old -
Actext.dll
Rename to Actext.32.old -
Act9AB32.dll
Rename to Act9AB32.old -
Act9ext.dll
Rename to Act9Ext.old
Pro: ACTSTD\System32
Premium: ACTWG\System32
Act! Premium Web: ACTForWeb\System32
How to add my Act! address book to Microsoft Outlook 2010 and later
Damaged Act! add-in Windows Registry entries The following steps have been known to resolve this issue. Please use the following steps to attempt resolution:
- Close Act! and Outlook
- Press the Windows key + R on your keyboard
- The Run dialog box appears. In the Open field, type regedit
Caution: We strongly recommend that you back up the system registry before making any changes. Incorrect changes to the registry could result in permanent data loss or corrupted files. Please make sure you modify only the keys specified. For detailed information on backing up the Windows Registry, click the link below:
How to back up the Windows Registry
- Browse to the following registry location: HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins\ACTOutlookAddin.Connect
- Right-click on the ACTOutlookAddin.Connect folder and select Delete
- Scroll back to the top of the Registry Editor window and click Computer (or My Computer)
- Click Edit and select Find
- In the Find What field, type ActOutlookAddin.Connect
- Double click on the highlighted file that is found to expand the folder and locate the CLSID folder
- In the right side panel, highlight and right-click on Default and select Modify. The Edit String dialog box appears
- In the Value Data field, highlight the text, right-click and select Copy. Click OK to close the dialog box
- Click Edit and select Find
- In the Find What field, right-click and select Paste
- Double click on the highlighted file that is found to expand the folder and locate the InprocServer32 folder
- There should be only one file folder listed here. If there is one folder listed, please proceed to Step 20. If you have more than one folder, please continue to the next step below
- Launch Computer (or My Computer) and browse to the following location depending on your Operating System:
Windows 32 bit
C:\Program Files\ACT\Act for Windows
C:\Program Files\ACT\Act for Web
Windows 64 bit
C:\Program Files (x86)\ACT\ Act for Windows
C:\Program Files (x86)\ACT\Act for Web
- Locate the ActOutlookAddin.dll file
- Right-click on the ActOutlookAddin.dll and select Properties, then click the Version tab. Note the version of the file, this is the version currently being used by Act!
- Within the InprocServer32 of the CLSID key located in Step 14, delete all file folders that DO NOT match the file version of the ActOutlookAddin.dl file that you determined in Step 17 above. To delete the file folder, right-click on the folder and click Delete
- In the registry, locate the HKEY_CURRENT_USER main key and browse down to HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins \ACTOutlookAddin.Connect. On the right hand side of the window, verify that the LoadBehavior is set to 3. If it is not set to 3, right click on the LoadBehavior key and select Change. The Edit DWORD Value dialog box appears, change the Value Data to 3
- Close the Registry
- Launch Computer (or My Computer) and browse to the following location depending on your Operating System
Windows 32 bit
C:\Program Files\ACT\Act for Windows
C:\Program Files\ACT\Act for Web
Windows 64 bit
C:\Program Files (x86)\ACT\ Act for Windows
C:\Program Files (x86)\ACT\Act for Web
- Locate the dllfile. Right-click the file and select Copy
- Browse to the following location depending on your Operating System:
Windows 32 bit
C:\Program Files\ACT\Act for Windows
C:\Program Files\ACT\Act for Web
Windows 64 bit
C:\Program Files (x86)\ACT\ Act for Windows
C:\Program Files (x86)\ACT\Act for Web
C:\Program Files\ACT\ACT
- Locate the following files:
RegAsm.exe - right click on the file and select Paste from the shortcut menu
Gacutil.exe - right click on the file and select Paste from the shortcut menu
- Restart Outlook and verify that the Add-ins are available. If still unavailable, proceed to the next section
Damaged Microsoft Outlook Application
If the Add-ins are still unavailable you may need to run an Office Repair. Microsoft Office 2013 and later need to be repaired by accessing Programs and Features from the Control Panel. For additional details on repairs refer to the Microsoft documentation below:
Repair an Office application
If an Office repair did not resolve your issue you may need to uninstall and reinstall Outlook, you should contact Microsoft for assistance.
Important: Act! will need to be reinstalled after Outlook. For more information about uninstalling or installing Act!, refer to the following articles:
How do I uninstall Act!?
How do I install Act!?