ComTech: IT Support Stirling
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How to solve missing ACT! icons in Outlook 2013

ComTech: IT Support Stirling

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!!

About the Author

P1020114

Hi I’m Chris Wakefield the owner of ComTech IT Support. I provide Windows, Mac and Linux based IT Support to small businesses in Stirling, Alloa and Falkirk.

Follow @Comtech247 on Twitter

 

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