ACT! Icons Missing From Outlook® Tool Bar

ACT! Icons Missing From Outlook® Tool Bar
Question
 
  You have noticed that after launching Microsoft® Outlook, the ACT! Icons on the Outlook toolbar are missing.
 Answer  
  // //]]--> NOTE: As you attempt to resolve this issue, make sure Outlook is not still running as a process when completing steps that require Outlook to be closed. For more information, please refer to the following Knowledgebase Answer for more information:

Outlook® Remains Open in Task Manager After Closing
Answer ID: 23949

Add ACT! Address Book in Outlook
The ACT! icons will not display in Outlook if the Address 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® 2003, Outlook 2002 (XP) or Outlook 2000
Answer ID: 19204
How To Add My ACT! By Sage Address Book To Microsoft® Outlook® 2007
Answer ID: 21428

ACT! Extensions
Check to verify that the ACT! add-in is enabled within Outlook:

click to expand/collapse this section Outlook 2002/2003

Ensure that the ACT! add-in is selected:
  1. Open Outlook.
  2. Click the Tools menu, then choose Options.
  3. Select the Other tab and click on Advanced Options.
  4. Click on the Add-in manager.
  5. Check the box next to ACT! extensions if it is not already checked.
  6. Click OK three times.
  7. Restart Outlook and test.
Note: The ACT! Outlook extensions will only apply to ACT! 2008 and below. ACT! 2009 does not use these extensions within Outlook.

click to expand/collapse this section Outlook 2007 (ACT! 2008, ACT! 2009 only)
  1. Open Outlook
  2. Click Tools then Trust Center.
  3. Click Add-Ins on the left.
  4. Make sure ACT! Outlook add-in is in the list of active application add-ins.
  5. If not, then go down to the Manage dropdown at the bottom of the screen, choose COM Add-Ins and click Go.
  6. Make sure that ACT! Outlook add-in is selected. click OK.
  7. Repeat steps 2 & 3 to reopen the privacy options screen.
  8. Go back down to the Manage dropdown, change to Exchange Client Extensions and click go.
  9. Make sure that Redemption Outlook Helper Extension is selected. click OK.
  10. Restart Outlook and test

If that does not resolve the issue, Outlook may have disabled the features. Use the following to determine if Outlook has disabled the options:

click to expand/collapse this section Outlook 2002/2003
  1. Launch Outlook
  2. Click the Help menu, and then click About Microsoft Outlook.
  3. In the lower right corner of the window, click Disabled Items.
  4. You will see at least one item listed in the Disabled Items window. look for a file path that ends with either:
    • ACT! 2006: act7ext.dll or act7ab32.dll (capitalization may differ)
    • ACT! 2007-2009: act9ext.dll or act9ab32.dll (capitalization may differ)
    This path will vary depending on your operating system. (looking at the end of the path is the easiest method for locating the ACT! add-in components.)
  5. If you see either of the two items mentioned in step 4, enable them.
  6. Close Outlook and ACT!
  7. Restart Outlook and test.
click to expand/collapse this section Outlook 2007 (ACT! 2008, ACT! 2009 only)
  1. Open Outlook.
  2. Click Help then Disabled Items.
  3. Look for a file path that ends with act9ext.dll or act9ab32.dll (capitalization may differ). This path will vary depending on your operating system. (Looking at the end of the path is the easiest method for locating the ACT! add-in components.)
  4. If you see one or both of the items listed above, highlight them and click Enable.
  5. Restart Outlook and test.

Macro Security
To attempt to resolve this issue, reduce the macro security level to test if the ACT! add-in is being blocked from running.

click to expand/collapse this section Outlook 2002/2003
  1. Open Outlook
  2. Click Tools > Macro and then select Security
  3. On the Security Level tab, select the Low option.

    Image

  4. Restart Outlook and test.
click to expand/collapse this section Outlook 2007 (ACT! 2008, ACT! 2009 only)
  1. Open Outlook
  2. Click Tools then Trust Center.
  3. Click Add-Ins on the left.
  4. Ensure that the option that states "Apply macro security settings to installed add-ins", is unchecked.

    Image

  5. Restart Outlook and test.

Disable 3rd-Party Add-ins
You can temporarily disable other 3rd party Add-ins to see if any conflicts are the cause of the issue.

click to expand/collapse this section Outlook 2002/2003
  1. In Outlook click the Tools menu, and then click Options. The Options dialog box appears.
  2. Under the Other tab click Advanced Options from the General section. The Advanced Options dialog box appears.


  3. Click the Add-In Manager option. The Add-In Manager dialog box appears.


  4. Disable all options except for ACT! Extensions, and then click OK. The Advanced Options dialog box reappears. Click the COM Add-Ins option. The COM Add-Ins dialog box appears.


  5. Disable all options, and then click OK. The Advanced Options dialog box reappears.
  6. Click OK. The Options dialog box reappears.
  7. Restart Outlook and test.
click to expand/collapse this section Outlook 2007 (ACT! 2008, ACT! 2009 only)
  1. Open Outlook
  2. Click Tools then Trust Center.
  3. Click Add-Ins on the left.
  4. Click COM Add-Ins and click Go.
  5. Disable all options except for ACT! Outlook add-in
  6. Restart Outlook and test.

Load Behavior
Use these steps to verify the Load Behavior is set at the correct value for the ACT! add-in to load correctly.
  1. Close ACT! and Outlook.
  2. Click Start and select Run.
  3. The Run dialog box appears. In the Select field, type regedit.

  4. 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:

    Title: How to Backup the Windows® Registry
    Answer ID: 13807
  5. Browse in the registry to HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins\ACTOutlookAddin.Connect. On the right hand side of the window, verify that the load behavior is set to 3. If it is not set to 3, right click on the Load Behavior key and select Change. The Edit DWORD Value dialog box appears, change the Value Data to 3.


  7. Close the Registry.
  8. Open Outlook and test.

Removing the Address Book from the Registry
After you have followed the steps above and the error still persist, please apply the additional steps below:
  1. Close ACT! and Outlook.
  2. Click the Windows Start button and select Run.
  3. The Run dialog box appears, type regedit.

  4. 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:

    Title: How to Backup the Windows® Registry
    Answer ID: 13807
  5. Browse to HKEY_CURRENT_USER\Software\ACT\OutlookAddressBooks.
  6. Individually right-click on folders 1, 2, and 3 and select Delete.

  7. Close the registry
  8. .
  9. Click Here for instructions on to add the ACT! Address back into Outlook.

Damaged Add-in Registry Entries
The following steps have been known to resolve this issue. Please use the following steps to attempt resolution:

click to expand/collapse this section Recreate Add-in Registry Entries
  1. Close ACT! and Outlook.
  2. Click Start and select Run.
  3. The Run dialog box appears. In the Select field, type regedit.

  4. 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:

    Title: How to Backup the Windows® Registry
    Answer ID: 13807
  5. Browse to the following file location:
    HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins\ACTOutlookAddin.Connect
  6. Right-click on the ACTOutlookAddin.Connect folder and select Delete.
  7. Scroll back to the top of the Registry Editor window and click My Computer.
  8. Click Edit and select Find. The Find dialog box appears.
  9. In the Find What field, type ActOutlookAddin.Connect


  11. Double click on the highlighted file that is found to expand the folder and locate the CLSID folder.
  12. In the right side panel, highlight and right-click on Default and select Modify. The Edit String dialog box appears.


  14. In the Value Data field, highlight the text, right-click and select Copy. Click OK to close the dialog box.
  15. Click Edit and select Find. The Find dialog box appears.
  16. In the Find What field, right-click and select Paste.
  17. Double click on the highlighted file that is found to expand the folder and locate the InprocServer32 folder.
  18. There should be only one file folder listed here. If there is one folder listed, please proceed to step 19. If you have more than one folder, please continue to the next step.
  19. Launch My Computer and browse to C:\Program Files\ACT\ACT for Windows and locate the ActOutlookAddin.dll file.
  20. Right-click on the ActOutlookAddin.dll and select Properties and click the Version tab. Note the version of the file, this is the version currently being used by ACT!. Minimize the My Computer window and Restore the Registry.
  21. Within the InprocServer32 of the CLSID key located in step 14, delete all file folders that DO NOT match the file version referenced above. To delete the file folder, right-click on the folder and select delete from the shortcut menu.
  22. Browse in the registry to HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\ACTOutlookAddin.Connect. On the right hand side of the window, verify that the load behavior is set to 3. If it is not set to 3, right click on the Load Bahavior key and select Change. The Edit DWORD Value dialog box appears, change the Value Data to 3.


  24. Close the Registry.
  25. Launch My Computer and browse to C:\Program Files\ACT\ACT for Windows and locate the actoutlookaddin.dll file. Right click the file and select Copy.
  26. Browse to C:\Program Files\ACT\ACT for Windows within My Computer and 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.
  27. Restart Outlook and test

Damaged Microsoft Outlook Application:
If the steps above does not resolve this issue, it is likely that your installation of Outlook is damaged. To resolve this issue, you must either attempt to repair Outlook, or re-install the Outlook application.

All Microsoft Office 2000-2003 applications come with a Detect and Repair feature that can be accessed under the Help menu. You must have the Microsoft Office (or Microsoft Word) installation CD to complete this process.


Microsoft Office 2007 applications come with an Office Diagnostics feature that is found under the Help menu. You do not need your Office installation CD to run this.

IMPORTANT NOTE: When performing the Detect and Repair (Office 2000-2003), do NOT enable the check box "Discard my customized settings and restore default settings" as doing so will necessitate an uninstall and reinstall of ACT!.

For additional details on repairing or reinstalling Microsoft Outlook, please contact Microsoft.