Act! Sync Troubleshooting Guide

Act! is a complex CRM with lots of customization. Act! sync issues can range from an incorrect database to issues field mapping. This guide will provide some things to check if you have having issue in syncing with Act!.

New Records Do Not Sync

If you run a sync and find incorrect\old data is syncing, it is likely you have the wrong Act! Database selected. CompanionLink will default to the most recently opened database on a new install, but if you moved to a new Database file with an already Setup Act! Sync this might need to be changed. This can also occur if you Upgrade to a newer version Act! as sometimes the will create a new Database file for the new version. To validate the database is correct:

Confirm the Current Database Act! is Using:

1. Open Act!
2. Select Help on the tool bar at the top
3. Select About at the bottom
4. Select Database Information.

Confirm Database CompanionLink is Using:

1. Open CompanionLink.
2. Select Settings on the left, then Settings under Act! on the left.

• Ensure sure that the Act! database location and username, matches the database and username settings in CompanionLink.

Important: If it was necessary to change the Act! database in the CompanionLink Settings, on the next sync to the Mobile device, we recommend running a Wipe and Reload of the Mobile data to ensure everything syncs cleanly from the Correct Database. Click Here for our guide on running a Purge and Reload sync.

Incorrect Act! Calendar Events Sync

Act! can have multiple users. CompanionLink defaults to syncing the data of the user that was used for the setup. If you find the wrong user (or All user) data is syncing. Use these steps to check the User filter:

1. Open CompanionLink.
2. Select Settings on the left, then Settings under Act! on the left.
3. Select the User ID tab at the top.
4. Confirm only the Act! User's you want to sync to the destination are selected.

Not All Contact Notes/History Sync

If you find you are not getting all Contact Notes in the sync destination you might need to increase the number of these that are set to sync. To do this:

1. Open CompanionLink.
2. Select Settings on the left, then Advanced in the bottom left.
3. Select the Note/History Options tab at the top.
4. Increase the number of Contact Notes an Contact History that are set to sync. (The maximum value is 99).

• Note: If you are syncing to DejaOffice, History and User fields should sync via the Applications tab and Field Mapping. Do not enable them in Note Options.
• Note: Large Contact databases can have a lot of History records, which can slow the sync.

Missing Custom/User Created Fields

Act! allows you to create and change fields in Act! in the Contact Layout. If you have created a custom field, you can set these to sync via the Field Mapping in CompaionLink. Please be careful doing this as most fields are set correctly by default, if you change mappings you want to use the "Custom Field 1-20" options. To Map a custom field:

1. Open CompanionLink.
2. Select Settings on the left, then Advanced in the bottom left.
3. Select the Field Mapping tab at the top.
4. Click the Drop Down for "Select the Most Appropriate Fields For" and choose Custom Fields 1-10 or 11-20.
5. Map the Custom fields to the Custom Act! fields (the drop down list is the Act! Fields).

• Note: The Drop Downs will show the actual Field Name from Act! which can differ from the Actual Field Name in Act. You can check the Contact Layout Designer in Act! to find the Field Name.

Missing Past Calendar Data

CompanionLink Syncs only the Past 90 days of Calendar and Task data to the destination. If you need older records to syncs increase the Date Range setting. To do this:

1. Open CompanionLink.
2. Select Settings on the left, then Advanced in the bottom left.
3. Select the Calendar tab at the top.
4. Set the Date Range option to as far back (in days) you want to sync.

• Note: Increasing this can result in a slower first time sync.

Incorrect Activity Types Sync

Act! Uses "Types" in their Calendar, these can be filters to sync or not to sync in CompaionLink. You can also change if certain Types sync to the Calendar or the Task List in the destination.

1. Open CompanionLink.
2. Select Settings on the left, then Advanced in the bottom left.
3. Select the Activity Mapping tab at the top.
4. Change the Drop Down's to set which Types Sync and if they sync to the Calendar or Task's in the destination.

• Note: Some people like to sync the Act! To-Do type record to Calendar, but unless you are setting some types Not to sync, we do not recommend adjusting these.

Missing Secondary Contacts and Company Records

Act! allows for "Secondary" contacts within a main contact and "Company" records. By default these are not enabled to sync. To enable these:

1. Open CompanionLink.
2. Select Settings on the left, then Advanced in the bottom left.
3. Select the Secondary tab at the top.
4. Enable the Secondary and/or Company Records to Sync.

• Note: Most destinations do not have a place for a Contact within a Contact so these will sync as a Full Contact with a "*" next to the name.

Not All Contacts Sync

Act! uses Groups to which you can Assign Contacts. CompanionLink can filter the sync based on these Groups. If you find not all Act! contacts are syncing, check the Group Filter:

1. Open CompanionLink.
2. Select Settings on the left, then Settings under Act! on the left.
3. Select the Groups Tab at the top.
4. Ensure this is set to "Synchronize All Act! Contact".

• Note: Conversely you can use the "Selected Groups" option to only sync a set group of Contacts from Act!.