The document is a comprehensive DIY tech support guide for Act! software, authored by Karen Fredricks of Tech Benders, detailing various support options, common issues, and troubleshooting tips. It provides specific knowledge base article references for problems related to software registration, forgotten passwords, compatibility with Windows 10, and Outlook integration. Additionally, it offers instructions for basic maintenance and database repair, emphasizing the importance of proper configuration and use of the Act! scheduler.

1. DIY Tech Support
Brought to you by:
Tech Benders
Karen Fredricks
Your Act! Guru
Karen@TechBenders.com
561-470-5450 x1

2. Brought to you by:
Tech Benders
Karen Fredricks
Your Act! Guru
Karen@TechBenders.com
561-470-5450 x1
And yes, I’m the lady who created:
•11 “For Dummies” books on CRM
•2 “Act! CookBooks”
•The lynda.com Act! training videos

3. Support Options
• Act Premium Subscription comes with free
SwiftPage Support (877-716-6296)
• Pro does not come with Support
• You can purchase $40 installation Support ONLY
• Tech Benders Support 561-470-5450
– Ext 1: Karen: Sales, Training & Consulting
– Ext 2: Kim: Database repair, Conversión & Support
– Ext 3: Roy: Reports & Support
• DIY Tech Support (keep Reading)

4. Kb.act.com
Search by article #
Brought to you by:
Tech Benders
Karen Fredricks
Your Act! Guru
Karen@TechBenders.com
561-470-5450 x1

5. Other Search Options
• Search Kb.act.com by error message
– You must be exact in your messaging
• Search Google
– It does a better job of searching
– Go figure!

6. Help! My software won’t stay registered !
• KB #17847
• Blame Windows 10 on this one 
• Quick Fix: Right-click your Act! icon and
choose Run as Administrator
• Re-register when Act! opens

7. Help! I lost my password!
• KB 14150
• Yes, EVERY database has at least one user
– If you don’t know it go to Tools/Manage Users
• A single user database doesn’t show you the login screen unless
you do something special like update or restore your database
• The password is CaSe SenSitive, the User name is not
• Both the User Name and Password must be correct to log into the
database
– Quick Fix: Try leaving the password field BLANK
– Try variations of your name: kfredricks, Karen, Karen Fredricks,
Karen F, KarenF
• We offer password recovery for all Act! versions for $100

8. Help! I lost my Password!
Aren’t you sorry you clicked the
“Remember Password” Check Box???
At least you know your user name….

9. Help! I’ve lost my Software!
• Quick Fix: the download center
http://www.act.com/resources/downloads/
• Quick Fix: be sneaky…
http://www.act.com/download/pro2011
http://www.act.com/download/premium2012
http://www.act.com/download/premiumv18
• Quick Fix: if you purchased from Tech
Benders we have your license number and
download link on file 

10. Help! I have an Unhandled Exception!
• KB 17510
• Quick Fix: Reboot; this is usually temporary
• “Object reference not set to an instance of an
object”
• KB 24350
• Quick Fix: None – this could be a number of
things 

11. Help! Act! won’t open!
• KB 19640
• Quick Fix (90%)
– With Act! closed….Type services.msc at the Windows
prompt
– Scroll down to SQL Server (Act! 7)
– Either Start or Restart the service
• A/V Software
– Add exceptions for act.exe and sql.exe
• Turn Windows Firewall off (Control Panel)
• The Bottom Line: Act! and SQL have to “talk” to one
another

12. Help! I just upgraded to Windows 10!
• KB 38170
• Quick Fix: upgrade to v17.2 or v18
• Rule of thumb: when upgrading look before you leap!
• Typical issues with older versions:
– Act! crashes when opening a document or attachment
– Act! keeps prompting you for your password
– SQL doesn’t restart after reboot
– Database won’t open and is listed as Suspect or
Recovery in ActDiag

13. Help! My Documents stopped working!
• KB 38261: Microsoft .net update on
1/26/16
• KB 38199: Windows 10

14. Help! Act! looks screwy on my All-in-One!
• You are going to need to adjust your resolutions if you’re
now working on a 13” monitor
• Quick Fix: Make Text Larger or Smaller
• Windows 10:
– Settings/System/Display/Settings
– Type Display at Windows prompt and click Display Settings
– Right Click Desktop/Display Settings
• Windows 7:
– Control Panel/Display/Smaller fonts OR
– Right-Click Desktop/Screen Resolution

15. Help! Act! looks screwy on my All-in-One!
• KB #38200 –
– Lower resolution (ex 3200x1800 to 1600x900)
– Disable DPI scaling (not necessary on YOGA)
– Set Display scaling in Windows 8 and 10
– Adjusting your layout should be the LAST thing you try
• Surface Pros cause the most problems
– Go to my site: http://acthelp.techbenders.com/2016/02/act-and-
surface-pro/
– There’s a video, a text file and an executable file

16. Help! Act! My Preferences aren’t Saving!
• Symptoms: Contact List changes don’t
stick, Preference Settings don’t stay
• KB #14770
• Quick Fix: Rebuild your Preferences
– Start/Run/ActDiag
– Select Databases/Database List
– Tools/Delete Preference Files

17. Help! Outlook isn’t working
Compatibility
• Act! v18: Outlook 2007-2016
• Act! v17: Outlook 2007-2013
• Act! v16: Outlook 2003 - 2013
• Act! 2011: Outlook 2003-2010
• Act! 2007: Outlook 2000-2003
• ONLY 32 BIT VERSIONS!
• http://kb.act.com/app/answers/
detail/a_id/29767/kw/outlook
KB’s For Setup
• KB 26832: Outlook setup
PLEASE USE THE
RECOMMENDED SETTINGS!
• KB 19465 Outlook setup for
Act! Web version
• You cannot have both versions
on the same machine!
• You can remove Act! Premium
for Web Outlook integration
from Control Panel

18. Outlook Rules of Thumb
Outlook must be installed prior to the
Act! install!
That means: If you UPGRADE to a new
version of Office you must reinstall Act!
Act! requires a FULL 32 BIT installation of Office.
That means:
•Do not use “Click to Run”
•Do not use “Office 365 Click to Run”
That means: If you UPGRADE to a new
version of Office uninstall the old version!

19. Are you using the Act! Scheduler??!
Warning: Not all “automatic system backups” are
capable of backing up SQL databases!
• Use it to run nightly backups
• Use it to run weekly maintenance
• Use it to automatically sync your remote
database
• Use it to automate the synching of your Outlook
calendar
You must run this on the server or computer
that
houses your database!

20. Are you using the Act! Scheduler??!

21. Are you using the Act! Scheduler??!
Be careful if changing the Admin User or
resetting the Admin User’s Password!

22. My Database is Act!ing Up!
Act! Diag
Advanced Maintenance
• All users must exit out of
Act!
• This must be run on the
server or main computer
– Start/Run/ActDiag
– Select Databases/
Database List
– Tools/Repair Database
– Tools/Reindex
Database
– All Database Rebuilds
Basic Maintenance
• Tools/Database
Maintenance
• Check and Repair
• Integrity and Re-Index
• This is preventative
maintenance and does not
repair.
• Same Maintenance that is
run by the Act! Scheduler
• Do this after a large
deletion, change or import

23. Act! Database Repair!
• We can repair any damaged database from Act! v1 –
v18
• We offer weekend service
• Call 561-470-5450 x1 for further details