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Outlook and ACT 9 both Hang

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eastwoodgeek

eastwoodgeek

MIS
Sep 17, 2004
8
US
When we try to open either Act 9.0 or Outlook (Ver.2002), the processor spikes to 100% and locks the machine. No error messages are received, and neither program opens. I stopped the SQL Server 2005 services on the PC and was able to start Outlook. During the startup, I get an error message, “ The ACT Address Book service is not properly configured, or one of the configured databases is locked. Do you want to configure it now?” We select ‘No’ and Outlook will open. (I assume that happens because we’ve got the SQL Server services shut down). If we select ‘yes’, then Outlook hangs. We cannot get ACT to open at all. Any time we try, the processor goes to 100%.
Our user reports that this happened shortly after the latest update, just a few days ago. He had been ignoring update requests, for fear of something happening, and may have inadvertently let the update proceed. We’ve tried uninstalling and reinstalling Outlook, and repairing the Act! installation, but still can only use Outlook, and then only after we stop the SQL Server services. Any suggestions would be appreciated.
The PC is 2.19GHz, 1.0GB RAM, running Win XP, SP2 all updates and patches installed.
 
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Haven't seen this, but here are some ideas:

What mail server? There is a known issue when adding the Lotus Notes service to Outlook

Are you using Exchange? If so, is it cached?

If using POP3/SMTP, make sure Outlook is set to Corporate/Workgroups and not Internet

When you set up ACT! to connect to Outlook, are you using the ACT! email client or direct to Outlook?

You could try wiping the preferences (in ACTDIAG), then re-creating them

Regards,
Mike Lazarus
ACT! Evangelist
GL Computing, Aust
 
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Thx so much for the quick reply. It is a unique problem, and it will be cool to find the fix.

>>>>>>What mail server?
Microsoft Exchange 2003

>>>>>>Are you using Exchange? If so, is it cached?

Cached Exchange mode not available in Outlook XP (ver.2002)

>>>>>>If using POP3/SMTP, make sure Outlook is set to Corporate/Workgroups and not Internet

N/A, we're not using POP

>>>>>>When you set up ACT! to connect to Outlook, are you using the ACT! email client or direct to Outlook?

I have to say that I'm pretty sure it's direct to Outlook. Our end-user set it up, and would most likely have stayed with the Outlook setup we use throughout the company. I can't tell for sure because I can't get ACT to open.

>>>>>>You could try wiping the preferences (in ACTDIAG), then re-creating them.

In order to run ACTDIAG, I had to start the SQL Server Services. They are SQL Server (ACT7) and SQL Server Browser. The first is running under Local System acciunt credentials and the second is under the NT Authority/NetworkService credentials. I ran the ACTDIAG and deleted the preferences, but Outlook and ACT both hung when I tried to start them.

Anything else I should look for?

 
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Something in ACT! has obviously been damaged... I'd try an uninstall/reinstall - probably faster than trying to work out the cause.

Full uninstall as per:
If that fails, use this -
Disable any anti-virus and software firewall (including the XP built-in one) when doing this

Reboot after uninstall and after reinstall

Regards,
Mike Lazarus
ACT! Evangelist
GL Computing, Aust
 
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Thx Mike. I'll do it 1st thing tomorrow and let you know what I find.
 
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Can you log in Windows as a different user and see if ACT! will start... not necessary, but my inquisative mind just likes to see.

Even if you can, probably need to reinstall anyway.

BTW: When ACT! hangs (wihou Outlook loaded) what's in task manager? and it it taking processor time or just frozen?

Regards,
Mike Lazarus
ACT! Evangelist
GL Computing, Aust
 
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I logged in as another user, and had the same results. Outlook was not running, and starting ACT resulted in the processor pegging at 100% and the culprit was the ACT executable. No other apps were running.
 
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Thanks. I'm going to try that first. In my experience, (which is somewhat limited in this area)databases have been more brittle than apps anyway, and this sure looks like a db issue.

 
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I used ACTDIAG to repair and then reindex the databases. I then attempted to open Act, and it hung.
I then completely uninstalled ACT using the uninstall utility in Control Panel. It appeared to uninstall OK. Outlook opened fine. I then reinstalled ACT and it hung while doing the update. During the update, it downloaded 51492KB of 51495, then stopped. The processor pegged at 100%.
I tried that twice, both times I had the same result.
I stopped the processes, opened up Outlook and deselected the ACT add-in. Outlook opens normally now. ACT wont.
How do you disconnect from the SQL to open the demo d/b? (I’m not a user)
 
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How do you get reattach the db once you're done testing.
Thx for the update info. I'll try it and get back to you
 
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