I had the pleasure of trying to solve this exact issue last week. I had a client whose ACT! icons were there one minute and after restarting Outlook they disappeared. I love a challenge at the best of times and this one was a juicy one to get my teeth into.
First point of call was the ACT! knowledgebase which was provided by Catriona Cripps of Wildcat Solutions. I tried all of the suggestions in the knowledgebase and none had any effect on the system whatsoever. So I dug a bit deeper.
I noticed that there were some Windows updates installed at around the same time as the icons started to disappear so I did a system restore to the point before they got installed and indeed the icons were back – but only briefly. When you restarted Outlook the icons went AWOL again.
It was then that I noticed two add-ins were using the same mscoree.dll file, these being the ACT! Outlook add-in and the Teamviewer add-in. Testing revealed that unless both were enabled the ACT! icons would disappear. So I enabled them both and indeed the ACT! icons are now back where they should be.
Only took me 5 hours of digging to find the issue but like I said I love a challenge!!
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