No History Created When Sending E-mail from Microsoft® Outlook® 2003, 2007, or 2010
Answer ID 19948 - from SAGE ACT knowledgebase
You send an e-mail using Outlook 2003 or 2007 as either the mail client in ACT! or ACT! integrated with Outlook 2003 or 2007 and find no History has been created.
There can be more than one possible cause for this issue:
Administrative preferences set to not allow files and emails to attach (Sage ACT! 2011 and higher)
The Act.Outlook.Service.exe is not running
The ACT! Address Book has not been properly added to Outlook
Microsoft Word® is set as your e-mail editor (ACT! 2007 with Outlook 2003)
The History Queue folder is backed up
File path to History Queue folder is incorrect in registry
ACT! Outlook add-in disabled
ACT! address book is setup with the wrong database.
Administrative Preferences (Sage ACT! 2011 & Higher)
In Sage ACT! 2011, an additional Administrative preference was added to allow or disallow files and emails to be attached to the database. If this setting is not checked, then emails will not attach to history for the user on the machine where this preference is set. To check this setting, you must be logged into the Sage ACT! database as an Administrator user:
From the main menu, click
, then select
On the Preferences screen, click the right arrow on the upper right of the tab row to view the
Under the Admin tab, you will see options to allow files and emails to be attached to the database. You will need to ensure both of these boxes are checked.
Once these boxes have been checked, click
to save the changes, then
to close the Preferences box.
Act.Outlook.Service.exe is Not Running
This can be caused if the Act.Outlook.Service.exe is not running.
and open the
. Click on the
tab and look for Act.Outlook.Service.exe is running. If not, open a
window and browse to
C:\Program Files\ACT\ACT for Windows
to start the service.
You can also verify that the Act.Outlook.Service.exe service is set to automatically start when you start up or reboot your computer. Follow these steps to verify this setting:
From your Windows Start menu, select
, then type
in the Open box. Windows Vista and Windows Server 2008 users will instead type this command in the
box from the Start menu. The System Configuration Utility window will open.
Scroll through the list of items till you find one where
is the Startup Up and the Command line is
C:\Program Files\ACT\Act for Windows\Act.Outlook.Service.exe.
Ensure that the box for this item is
, indicating that the service is set to automatically start when the computer starts up.
, then click
ACT! Address Book Not Properly Added to Outlook
Outlook emails will not record in ACT! history if the address book for your ACT! database 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
How To Add My ACT! By Sage Address Book To Microsoft® Outlook® 2007
How To Add My Sage ACT! Address Book To Microsoft® Outlook® 2010
Microsoft Word is Set as your E-Mail Editor (with Outlook 2003)
For users integrating with Outlook 2003 (this option is not available in Outlook 2007), this can also occur if you have Microsoft Word® set to edit your e-mail message in Outlook. You must disable this option. Use the following steps:
The following information is provided as a convenience. Sage does not provide support for Microsoft Products. For more information on this topic go to
: Images in your version of Outlook may differ slightly from the ones used in this Answer.
menu, and then click
dialog box appears.
tab clear the
Use Microsoft Office Word 2003 to edit e-mail messages
, and then click
This is not an option with Outlook 2010.
History Queue Folder
This issue can occur if the ACT! History Queue folder is backed up. The History Queue is a directory that email messages "pass through" between Outlook and ACT!. If there are messages that have become stuck in the History Queue folder, this can prevent ensuing messages from passing through to ACT! history. Follow the steps below to clear up the History Queue:
Close ACT! and Microsoft Outlook.
Open Windows Explorer and browse to the following directory:
C:\Documents and Settings\<user name>\Application Data\ACT\Act for Windows (version#)\History Queue
Windows Vista, Windows 7:
C:\Users\<user name>\AppData\Roaming\ACT\Act for Windows (version#)\History Queue
Copy the History Queue folder and paste it to another location on your machine, such as your Desktop.
Open the original History Queue folder and delete the entire contents of the folder
Open your Windows Task Manager by going to your Start menu, selecting
and typing in
Windows Vista users will type this command in the
box on the Start menu.
Go to the
tab in the Task Manager, locate
, highlight it and click the
button. This will stop the ACT! Outlook Service.
Browse to the following directory:
C:\Program Files\ACT\Act for Windows
Locate the file
and double-click it to restart the service. Look under the Processes tab in the Task Manager again to verify the service is running.
Send an email from ACT! to test if the emails are attaching to History.
If successful, then you can go back to the copy of the History Queue folder you made in Step 3, and copy and paste the items from there into the original History Queue folder (see Step 2) a little at a time (perhaps 10-15 items). As the email messages get recorded into history, they will disappear from the History Queue folder. Please note that there are 2 files for each message - an
file and am
File path to HistoryQueue folder is incorrect in registry
This issue can occur is the path to the HistoryQueue folder is incorrect or missing in the Windows Registry. Follow these steps to verify and correct if needed:
Close ACT! and Outlook on your machine.
Click your Windows Start button. Windows XP and Server 2003, click
on the Start menu, then type
. For Windows Vista, Windows 7 and Server 2008, tyoe the command in the
box at the bottom of the Start menu. The Windows Registry Editor will open.
In the left pane, navigate to the following registry key:
When you click the
key, look in on the right-hand side, locate the item
and double-click it to edit it.
Modify the path to contain the location of the HistoryQueue folder on your machine.
Default paths (according to your machine's operating system)
Windows XP -
C:\Documents and Settings\(Windows username)\Application Data\ACT\ACT for Windows(version #)\HistoryQueue
Windows Vista, Windows 7 -
C:\Users\(Windows username)\AppData\Roaming\ACT\Act for Windows (version #)\HistoryQueue
It is important that this path contain the correct version number for your installation of ACT!:
ACT! 2007 = 9
ACT! 2008 = 10
ACT! 2009 = 11
ACT! 2010 = 12
For Sage ACT! 2011 and higher the location will use
instead of Act for windows (version #)
For ACT! 2010 on a Windows Vista machine where the Windows username is "John", the path would be
C:\Users\John\AppData\Roaming\ACT\Act for Windows 12\HistoryQueue
For ACT! 2009 on a Windows XP machine where the Windows username is "Lisa", the path would be
C:\Documents and Settings\Lisa\Application Data\ACT\Act for Windows 11\HistoryQueue
For Sage ACT! 2012 on a Windows 7 machine where the Windows username is "Bob", the path would be
If the Qpath item it is not present in the registry, then you can create it by right-clicking on the
sub-key in the left-hand pane, select
. Name the item
and then double-click it to add the file path information indicated above.
When done editing the Qpath value, close the registry editor.
Press Ctrl+Alt+Del on your keyboard and open the Task Manager.
Under the Processes tab, highlight
and End Process on it. Close the Task Manager.
Open Windows Explorer (My Computer) and browse to
C:\Program Files\ACT\Act for Windows
In this directory, locate
and double-click it to restart the service.
Reopen Outlook and ACT!, and send a test email.
ACT! Outlook Add-in Disabled
ACT! and other programs use a mechanism called an add-in to integrate directly with Outlook®. If the add-in for ACT! has been disabled in Outlook®, then this can be a cause for Outlook® emails not recording in ACT! history. Please click on the link below for your version of Outlook® to determine if the ACT! add-in is disabled:
To attempt to resolve this issue, reduce the macro security level to test if the ACT! add-in is being blocked from running.
Outlook 2007 (ACT! 2008 and higher)
Outlook 2010 (Sage ACT! 2011)