Act! Premium Web Administrator`s Guide

Act! Premium Web Administrator`s Guide
Act! Premium Web
Administrator's Guide
© 2013 Swiftpage ACT! LLC. All Rights Reserved.
Swiftpage, Act!, Saleslogix, and the Swiftpage product and service names mentioned herein are registered
trademarks or trademarks of Swiftpage ACT! LLC, or its affiliated entities.
Microsoft® SQL Server®, Windows Vista® and the Windows logo are either registered trademarks or trademarks of
Microsoft Corporation in the United States and/or in other countries.
All other trademarks are the property of their respective owners.
Released 08/2013 for Act! Premium v16 (access via web)
Version: UA07_082013
Important Note
Review system requirements at www.act.com/systreq. You must purchase one license of Act! per user. Scalability
varies based on hardware, size, and usage of your database. Visit Act! Marketplace or contact your add-on product
provider to determine compatibility for your add-on products.
This material may not, in whole or in part, be copied, photocopied, reproduced, translated, or reduced to any
electronic medium or computer-readable form without prior consent in writing from Swiftpage ACT! LLC, 8800 N.
Gainey Center Drive, Suite 200, Scottsdale, Arizona 85258 ATTN: Legal Department.
ALL EXAMPLES WITH NAMES, COMPANY NAMES, OR COMPANIES THAT APPEAR IN THIS MANUAL ARE
FICTIONAL AND DO NOT REFER TO OR PORTRAY IN NAME OR SUBSTANCE ANY ACTUAL NAMES,
COMPANIES, ENTITIES, OR INSTITUTIONS. ANY RESEMBLANCE TO ANY REAL PERSON, COMPANY, ENTITY,
OR INSTITUTION IS PURELY COINCIDENTAL.
Every effort has been made to ensure the accuracy of this material. However, Swiftpage ACT! LLC makes no
warranties with respect to this documentation and disclaims any implied warranties of merchantability and fitness for
a particular purpose. Swiftpage ACT! LLC shall not be liable for any errors or for incidental or consequential
damages in connection with the furnishing, performance, or use of this material or the examples herein. The
information in this material is subject to change without notice.
End User License Agreement
This product is protected by an End User License Agreement. To view the agreement, go to the Help menu in the
product, click About Act!, and then click the View End User License Agreement link.
Published by
Swiftpage ACT! LLC
8800 N. Gainey Center Drive, Suite 200
Scottsdale, AZ 85258
10 9 8 7 6 5 4 3 2 1
Contents
Introduction
Getting Started
Setting Up Act! Premium (access via web)
Integrating With Other Applications
Troubleshooting Act! Premium (access via web)
Index
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1
5
12
17
24
Introduction
#1 for over 25 years, Act! is the trusted choice for individuals, small businesses, and sales teams to get
organized and take the guesswork out of marketing to drive sales results.
Act! Premium lets users access the database using a supported browser. It is important that you review the full
system requirements and supported compatibility list at www.act.com/systreq.
Whether you are installing Act! for the first time or upgrading from an earlier version, this guide provides the
information to:
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Plan and organize your installation.
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Set up user access.
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Install the Act! Scratchpad and set up integration with supported applications, such as Microsoft®
Outlook® or Google®.
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Troubleshoot the software.
Upgrade Web User. When you see this icon throughout the guide, it indicates information that is applicable to you.
IMPORTANT INFORMATION TO KNOW BEFORE YOU START
Use the following information to determine what guides to use when installing Act!.
If your current version is...
Then use these guides...
I do not have any version of Act!
installed. I am a "New User."
1. Use the Installing Act! for New Users guide to install, register, and activate
Act!.
2. Use the Act! Premium Web Administrator's Guide to configure access via the
web.
I have an ACT! 2005 (7.x) through Sage
ACT! 2013 (15.x) version installed.
My installation may or may not include
the web.
1. Use the Upgrading to Act! v16 from ACT! versions 2005 (7.x) and Later guide
to upgrade to Act! 2014.
2. Use the Act! Premium Web Administrator's Guide to configure access via the
web.
I have an ACT! 3.x, 4.x, 5.x (2000), or 6.x
(2004) version installed.
1. Use the Upgrading to Act! v16 from ACT! versions 3.x, 4.x, 5.x (2000), or 6.x
(2004) guide to upgrade to Act! 2014 and convert your database.
2. Use the Act! Premium Web Administrator's Guide to configure access via the
web.
The guides are available on the installation panel under Product Documentation. Adobe® Reader® is
required to access and view product documentation from the installation panel.
Act! Premium Web Administrator's Guide
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Getting Started
In this section, you will learn about:
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Planning your installation, including common configuration suggestions.
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Using Application pools.
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Installing Act! Premium (access via web) in single- or multiple-server configurations.
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Using Secure Sockets Layer (SSL) with Act! Premium (access via web).
This section also includes an installation and configuration checklist.
Planning Your Installation
Act! Premium (access via web) requires Microsoft Internet Information Services (IIS) and ASP.NET to function.
See Microsoft documentation to help you plan your installation and prepare your web server. You need to
understand your operating system, IIS, ASP.NET, and user permissions required to run a web page.
To determine whether you will install Act! and the database together on one server or separate servers,
consider the following:
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The number of users who require access to the database and the number of users who will access the
Act! web site. For recommendations, review the system requirements at www.act.com/systreq.
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How frequently this software and other services will access the server.
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Whether users need access from both inside and outside your network. If access is required from
outside the network, two possible server/database configurations are:
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Install using a single-server configuration, where the web server also hosts Act! databases.
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Install using a multiple-server configuration, where you have a web server hosting Act! and Internet
Information Services (IIS), and a database server hosting the Act! database (including the Microsoft®
SQL Server® software to manage the database). You then connect to the database from the web
server. (Recommended for more than 30 users.)
Configuration Suggestions
The following are suggestions for configuring Act! Premium (access via web). Actual results may vary
depending on the size of your database and network configuration.
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Host the application server on a dedicated instance of Microsoft SQL Server.
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The database server should have 3 GB memory for every 50 users in the database. The hard drive
speed is most important on this computer. With faster hard drive speeds, users may experience better
performance. This computer's performance can benefit if you use 64-bit SQL Server and have quad core
processors.
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The application server should have 3 GB memory for every 50 users in the database. CPU and memory
are most important on this computer. With more memory, users may experience better performance.
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If possible, distribute mail merge and reporting tasks. On the client machine, mail merge can be the most
performance consuming task. On the database server, reporting can be intensive. It is recommended
that you run reports when users are not logged on, such as at night.
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If possible, put the Sync server on an outfacing machine and not on the same machine as the database.
Internet sync is recommended because it is already running IIS, but you can have both Internet and
Network sync set up to act as a safeguard or as a way to balance load. See "About Database
Synchronization" in Help for more information about Internet and Network Sync.
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Using Application Pools
An Internet Information Services (IIS) application pool is used to isolate ASP.NET web applications and help
increase the stability and security of the applications. An application pool can include one or more
applications. You can configure the level of isolation between them. For example, you can create an
application pool for each application running on the same computer. If errors occur in one pool, they will not
affect applications running in other pools. By default, the installation creates an application pool named ACT.
To create a custom application pool for Act!, see Knowledgebase Article #29044 for instructions.
Each application pool has one or more worker processes. A worker process is a process that runs the web site.
The worker processes are unique to the application pool and are not shared across application pools. A
worker process is responsible for handling requests sent to a web server for a specific application pool.
Application Pool Recycling
Application pools can be periodically recycled to avoid unstable states that can lead to application crashes,
hangs, or memory leaks. By default, Microsoft sets application pool worker processes to recycle every 29 hours
or 1,740 minutes.
Note: We recommend that you reset the default recycling interval for the application pool assigned to Act! to
recycle every 24 hours or 1,440 minutes. To do this, see "Changing the Default Recycling Interval for an
Application Pool" on page 16.
If desired, you can perform an on-demand recycle. An on-demand recycle is recommended after web users
have installed the Act! Scratchpad and/or configured integration with Google or Outlook. For steps on how to
perform an on-demand recycle, see "Recycling an Application Pool" on page 16.
For more information about application pools, see Microsoft documentation.
Installing in Single- or Multiple-Server Configurations
The following explains the differences and recommendations for installing Act! Premium (access via web) in
single- or multiple-server configurations.
Single-Server Configurations
You can install Act! Premium (access via web) using a single-server configuration, where the web server also
hosts the database.
Note: If you are also using Act! Premium (Desktop) version, you cannot install Act! Premium (access via web)
on the same server.
To deploy Act! Premium (access via web) in a single-server configuration, the impersonation user account you
create should:
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Be added to the local Administrators group.
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Have permission to access the Act! database and database supplemental files.
Multiple-Server Configurations
For scalability and enhanced performance, you can configure Act! Premium (access via web) to use multiple
servers. The most common types of server configurations used are:
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One web server and one database server.
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Multiple web servers (with or without a database server).
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One or more web servers running multiple application pools. For more information about managing
application pools in IIS, see Microsoft Help.
For a multiple-server configuration, the impersonation user account you create should:
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Be a standard domain user.
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Be added to the local Administrators group on all servers that are part of the Act! Premium (access via
web) deployment.
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Have permission to access the database supplemental files for your Act! database on the database
server.
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Have permission to access all Act! files on the web server.
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You may have two or more instances of Act! Premium (access via web) hosted on one web server. In such
cases, you can use virtual directories or application pools to distinguish and secure each Act! Premium
(access via web) web site.
Multiple Virtual Directories
You can create multiple virtual directories within your default web site. For example, you may have two
directories — one called Sales and one called Service. Users access the sites using a URL followed by the
virtual directory name (for example, http://domain.com/sales). You point each virtual directory to the Act!
Premium (access via web) installation directory. The installation directory differs for your operating system.
TIP: For more information about configuring Act! Premium (access via web) using multiple virtual directories,
see the Knowledgebase Article #14868.
Recommendations When Installing in Multiple-Server Configurations
The following are recommendations when installing Act! Premium (access via web) in a multiple-server
configuration:
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If you have more than 50 users on a single web server, use multiple application pools.
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You may have two or more instances of Act! Premium (access via web) hosted on one web server. In
such cases, you can use virtual directories or application pools to distinguish and secure each Act!
Premium (access via web) site. You should also isolate any supplemental data for each web site.
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Disable all unnecessary Windows services on the web server, such as Network News Transfer Protocol
(NNTP) or File Transfer Protocol (FTP).
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Allow access through the firewall only to the web server. Do not allow access to the database server.
See your firewall documentation for instructions.
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When using more than one web server, you can set user preferences to be shared across multiple web
servers. For more information, see "About User Preferences" on page 8.
Using Secure Sockets Layer (SSL) with Act! Premium (access via web)
Secure Sockets Layer (SSL) uses an encryption key to encrypt data between a web server and client so that
others cannot access it. You may want to configure SSL in your version of IIS if you plan to integrate Act! with
another application, such as Outlook. With SSL, communications between Act! Premium (access via web) and
Outlook are secure. In IIS, you specify which portions of your Default Web Site to secure with SSL. You can
secure the entire Default Web Site or only a specific virtual directory or page.
Consider the following scenarios:
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If your web server only hosts Act! Premium (access via web), you can use SSL to secure the entire
Default Web Site. The Act! logon page and all child pages will be secured with SSL. You must precede
all URLs with "https" rather than "http."
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If other web pages are hosted on your web server, you can use SSL to secure only the virtual directory
where the Act! software logon page is set up. The logon page and all pages within Act! Premium (access
via web) will be secured with SSL. You must precede all URLs with "https" rather than "http."
Best practices if you plan to use SSL with Act! Premium (access via web):
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Add an exception for port 443 (the default port for SSL).
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If you plan to integrate with another application, such as Outlook, open the Web.config located at
\\<install folder>\ApfwoutlookSrvc\ and comment out the UnSecured section and uncomment the
Secured one. See "Editing the Outlook Service Web.config File to Use a Secured Service" on page 12.
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Have caching of encrypted pages/files turned On. Users accessing the web site will need to check their
browser settings to allow caching. See "Browser Requirements for Act! Premium (access via web)
Users" on page 10.
To configure SSL on IIS, see Microsoft documentation.
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Using Act! Premium (access via web) in a 64-bit Environment
Act! is a 32-bit application. Depending on your version of IIS, additional steps may be required to ensure Act!
Premium (access via web) and your other web applications run correctly.
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IIS 7 allows both 32-bit and 64-bit processes to run simultaneously. The Act! installation is optimized to
run Act! on the same server as 64-bit operating systems. However, if you install some Microsoft products,
such as SharePoint®, Exchange Server, or Outlook® Web Access, after you install Act! Premium (access
via web), additional steps may be required. For help, see "Troubleshooting Act! Premium (access via
web)" on page 17.
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IIS 6 does not allow 64-bit and 32-bit processes to run on the same server in their native modes. When
installing Act! Premium (access via web) on IIS 6, you will receive a prompt to switch your 64-bit IIS and
ASP.NET applications to 32-bit compatibility mode. For help, see "Troubleshooting Act! Premium
(access via web)" on page 17.
Installation and Configuration Checklist
The following checklist outlines the tasks to install and configure Act! Premium (access via web).
Page
#
ü Task
Install or upgrade Act! using one of the following guides:
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Installing Act! for New Users
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Upgrading to Act! v16 from ACT! versions 2005 (7.x) and Later
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Upgrading to Act! v16 from ACT! versions 3.x, 4.x, 5.x (2000), or 6.x (2004)
Determine whether you will use a single-server or multiple-server configuration.
2
Create a Windows user account for ASP.NET impersonation.
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Use the Web Site Administration tool to configure the web site. Provide users with access information.
6
ACT! for Web 2005 or 2006 users only: Copy files and folders for user preferences.
8
Set up shared preferences across web servers.
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Have users configure supported browsers.
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Have users integrate Act! Premium (access via web) with other applications. Important: Be sure to recycle the
application pool after users have installed integration components.
12
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Setting Up Act! Premium (access via web)
Administrators must perform several steps to set up and configure Act! Premium (access via web). Users must
configure a supported browser and get the web address URL from the Administrator.
In this section, Administrators will learn how to:
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Understand the ASP.Net process and impersonation user accounts
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Create a Windows user account for ASP.NET impersonation.
Upgrade Web User. You will have a Windows user account for ASP.NET impersonation already set up for your
existing web site. This impersonation user should not be affected during upgrade or previous version uninstall. You may
want to test the Windows user account after upgrading.
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Use the Web Site Administration tool to set up access to Act! Premium (access via web).
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Provide access to the software from inside and outside a common network.
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Provide access to the software from a mobile device.
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Set up shared user preferences across web servers (optional).
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Instruct users how to configure supported browsers to allow access to Act!.
Understanding the ASP.NET Process and Impersonation User Accounts
An ASP.NET process account is required for ASP.NET to function. It is usually managed by Windows®, and it
requires the permission: Impersonate a client after authentication. The default account name varies,
depending on the operating system on your web server. The Web Site Administration tool lets you test the
ASP.NET process account to verify it exists and is properly configured. For more information about configuring
and troubleshooting the ASP.NET process account and service, see the Knowledgebase at
www.act.com/knowledgebase.
The Act! Premium (access via web) software uses ASP.NET to access the database and other files. You create
a Windows user account, and then use the Web Site Administration tool to configure the software to use that
account. An impersonation account is required to let a user who does not have access to the network
impersonate a user who does. This gives an ASP.NET application access to Windows resources using the
account you provide.
Upgrade Web User. You may not need to create a new impersonation user when upgrading Act!. The impersonation
user assigned in your previous version should be retained and usable after upgrading the software.
Creating a Windows User Account for ASP.NET Impersonation
The following section explains how an Administrator creates a Windows user account for ASP.NET
impersonation. In a multiple-server configuration, the impersonation user account should:
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Be a standard domain user.
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Be added to the local Administrators group on all servers that are part of the Act! Premium (access via
web) deployment.
Note: Depending on your operating system, the following steps may differ.
Create a Windows user account for ASP.NET impersonation
1. To create a new user account, open Local Users and Groups. Specific steps to do this depend on
your operating system. For example, on Windows Server® 2008, you can use the Server
Manager>Configuration menu to access Local Users and Groups.
2. Expand Local Users and Groups, and then click the Users folder.
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3. Use your operating system's menus to create a new user. For example, on Windows Server 2008, you
click the Action menu, then click New User.
a. Type a User name (this would be the user’s logon name, for example, "actimpersonator") and a
Full name (this can be the same as the User name).
b. Type a password and confirm it.
c. Clear the User must change password at next logon check box.
d. Click Create. Then, click Close.
e. Write down the User name and password because you will need it later when you use the Web
Site Administration tool to test the impersonation user.
Next, add the new user to a group that has access permissions. For the impersonation account, add it
to the Administrators group.
4. Right-click on the name of the user you created. Click Properties. (The step might differ for your
operating system.)
a. In the Properties dialog box, click the Member Of tab. Click Add.
b. In the Select Groups dialog box, in the Enter the object names to select box, type the word
Administrators.
c. Click Check Names to resolve the Administrator’s group. (The group name will appear
underlined.)
d. Click OK.
5. Close all dialog boxes.
Using the Web Site Administration Tool
Use the Web Site Administration tool to:
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Validate that an ASP.NET process account exists and is correctly configured on the web server.
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Specify and test the Windows user account for ASP.NET impersonation.
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Assign an Act! database to a virtual directory.
You do not need to exit the tool as you move through the tabs to complete the setup. For more information
about using the features in the Web Site Administration tool, see "About the Web Site Administration Tool" in
Help.
Upgrade Web User. If you removed the database from your Act! web site before upgrading, you will need to assign
the upgraded database to the web site so that users can access it.
For the first task, an Administrator must validate that an ASP.NET process account exists and is correctly
configured on the web server.
Note: To access this feature, you must be running Windows as an administrator or disable User Access
Control (UAC). See your operating system's help for how to do these tasks first.
Test the ASP.NET process account
1. On the Tools menu, click Web Site Administration.
2. On the Web Server tab, click Test. A message appears.
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If the test is successful, click OK.
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If the test is not successful, an error message appears. This may indicate that an ASP.NET process
account does not exist or is incorrectly configured. Click OK to close the message. For help, see
"Troubleshooting Act! Premium (access via web)" on page 17.
Correct any errors and repeat step 2 until the test is successful. The test must be successful before
you can access the User Account tab.
The second task is to specify and test the Windows user account for ASP.NET impersonation.
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Upgrade Web User. Your existing Windows user account for use in ASP.NET impersonation that you set up for your
Web version should be available after installation. You will not need to click Edit or make changes. Proceed to the test
step. If the test is not successful, you may have to create a new Windows user account for ASP.NET impersonation.
Specify and test the Windows user account for ASP.NET impersonation
1. Click the User Account tab.
2. Click Edit.
a. From the Windows Domain list, select the domain for your impersonation user. (Your domain may
already appear in the list.) If you receive an error message that the Web Site Administration tool is
unable to access the Windows domain, the Windows User Name does not exist, or you entered an
invalid password, correct the errors, and try again.
b. Type the user name and password you set up for the Windows user account. Click OK.
3. Click Test. A message appears.
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If the test is successful, click OK.
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If the test is not successful, or the ASP.NET process account does not have the required access to
the registry key, an error message appears. This may indicate that the impersonation user does
not have the required access to files and folders. Click OK to close the message. For help, see
"Troubleshooting Act! Premium (access via web)" on page 17.
If necessary, correct errors and repeat the steps until the test is successful. The test must be
successful before you can access the Add/Remove Database tab.
During installation, Act! Premium (access via web) creates a default virtual directory called "apfw". Users will
need this default virtual directory name and the URL of your web server to access the product.
On the Add/Remove Database tab of the Web Site Administration tool, you assign Act! Premium databases to
this virtual directory. Then, users can open their web browser and type in the web address to open the product
and log on to an assigned database.
Assign a database to a virtual directory
1. On the Add/Remove Database tab, in the Web site list, the name Default Web Site appears. This
means the application is looking in the Default Web Site directory of IIS. If you created a custom web
site, select it from the list.
A list of available virtual directories for the selected web site appears in the Virtual directories box.
2. In the Virtual directories box, by default, APFW appears for Default Web Site. If you have a custom
web site and virtual directory, select the virtual directory from the list.
3. To add a database to the virtual directory, click Add.
a. Browse to the database to associate with your selected virtual directory. Click OK.
b. When prompted to log on, enter your user name and password. Click OK.
c. A Test is Successful message should appear. If it does not appear, click TestDB.
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If the test is successful, click OK.
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If the test is not successful, an error message appears. This may indicate that the
impersonation user account does not have the required access. Click OK to close the
message. For help, see "Troubleshooting Act! Premium (access via web)" on page 17.
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Changing the Session Timeout Limit
If desired, you can change the default session timeout limit which controls how long users can be idle and
remain logged on to Act! Premium (access via web). The default setting is 20 minutes. For security purposes,
we recommend a maximum limit of two hours.
Change the session timeout limit
1. On the Options tab, from the Session timeout list, select a timeout limit. Click Apply.
2. If a message appears, click Yes to continue.
3. Click Close.
Microsoft IIS services are automatically restarted so the new session timeout limit can take effect.
How Users Access Act! Premium (access via web) and Act! Premium Mobile
For users to have access to Act! Premium (access via web) using a browser or mobile device, an Administrator
must add them to the database and assign them a user role. The number of users is dependent on the
purchased licenses and how many users have "Active" status. For more information on adding users, see
"Adding, Editing, or Deleting Users" in Help.
After adding the user to the database, provide the web address for Act! Premium (access via web). This
address consists of the virtual directory name appended to the web site URL. When accessing Act! Premium
Mobile, Act! automatically adds /m to the web address.
Access from Inside a Common Network
If the web server and users are on a common network, users can access the software using the network
computer name of the web server. In the two examples below, that name is “salesweb” and “teamwebserver.”
Examples are:
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http://salesweb/apfw, where “salesweb” is your site URL, and “apfw” is the virtual directory name
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http://teamwebserver/apfw
Access from Outside a Common Network
Users cannot use the network machine name to access the software from outside the common network.
Instead, provide an external IP address or a URL for a registered domain name. In the examples below, that
information is "12.129.78.35" or "www.yourcompanyname.com."
Examples are:
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http://www.xxx.com:8080/apfw, where "www.xxx.com" is your site domain name and "8080" is the port
number used to access the site
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https://www.xxx.com:443/apfw, where "www.xxx.com" is your site domain name and "443" is the secured
port used to access the site
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http://12.129.78.35/apfw, where "12.129.78.35" is the external IP Address
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http://www.yourcompanyname.com/apfw
Setting up external Internet access to Act! Premium (access via web) may require additional configuration.
Refer to Microsoft IIS Help or contact your Internet Service Provider for assistance.
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About User Preferences
Act! Premium (access via web) stores user preferences in a WebPreferences.xml file on the web server that
hosts the product. Preferences let users customize name and salutation settings, change background colors
and fonts, create custom spelling check dictionaries, and set other options for how they use Act! Premium
(access via web). In some cases, you may want to distribute web requests across multiple web servers. If you
do this, each web server will have a unique set of stored user preferences. If a user changes a preference
when logged onto server 1, that change will not be reflected on server 2.
To make sure users have the same settings, you can set up a shared location to store user preferences. Then,
when a user logs on, their user preferences will be the same no matter what server responds to their logon
request.
Depending on your operating system, user preferences are stored at:
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\\Windows\System32\inetsrv\ACT\ACT forWeb\Preferences
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\\Users\[Impersonation User]\AppData\Roaming\ACT\ACTfor Web\Preferences.
ACT! for Web 2005 or 2006 Upgrade Users Only. Because the storage location for user preferences changed after
the ACT! for Web 2006 release, some preferences may be lost after upgrading. To restore these user preferences,
copy all files and folders from the old preference location to the new preference location and reset IIS. See Help for steps
on how to reset IIS.
Setting Up Shared User Preferences Across Web Servers
The following section explains how to set up a shared location to store user preferences for web users. You
would want to do this if you distribute web requests across multiple web servers.
Note: If the shared preference storage location is offline when a web user logs on, the preferences that are
stored locally on the user’s system are accessed for the duration of the session.
Set up shared user preferences
1. Identify the web servers that host Act! Premium (access via web).
2. Verify that the impersonation user is the same for each web server in the cluster.
3. Select a computer that all of the web servers can access (for example, Preference_Server).
a. On this computer, create and name a folder to store the shared preferences. (For example,
SharedPrefs.)
b. Share the folder you created. Grant Change and Read permission to your impersonation user
account.
4. On a web server in the cluster, locate and open the web.config file for the APFW virtual directory. By
default, this file is located at \\Program Files\ACT\ACT for Web\APFW.
Note: You can open the web.config file in Notepad. If you have the Folder Option set to Hide
Extensions for known file types, this file appears as "web".
a. In the web.config file, locate the following Preferences Shared Network Folder entry.
...
<!-Shared network folder to store preferences (cluster setup)Leave this value
empty if single web server
-->
<add key="PreferencesSharedNetworkFolder" value="" />
b. Edit the entry by inserting the UNC path to your shared folder between the quotation marks
following value=. For example, if your server name is Preference_Server, and your folder name is
SharedPrefs, then you would insert \\Preference_Server \SharedPrefs, as shown below.
... <!-- Shared network folder to store preferences (cluster setup) Leave
this value empty if single web server --> <add
key="PreferencesSharedNetworkFolder" value="\\Preference_Server\SharedPrefs"
/> ...
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c. Save and close the web.config file.
5. Repeat Steps 4a-c on the remaining web servers in the cluster. If all web servers in the cluster use the
same configuration, you can copy the modified web.config file to the other web servers.
Tip: You can use Windows Distributed File Services (DFS) to replicate one web.config file across all
servers. See Windows documentation for help.
Configuring Supported Browsers (Web Users)
To open Act! Premium (access via web), users must have a supported web browser. To see supported
versions, go to www.act.com/systreq. For Act! Premium (access via web) to function properly, each browser
has required settings. In addition, depending on your browser choice, some features are not available.
The following sections describe the required settings and feature limitations for each browser.
Required Browser Settings
To access and use Act! Premium (access via web) with a supported browser, the following settings are
required.
Browser
Setting
Option
Internet Explorer®
General
l Under Browsing History, click Settings. Select Check for newer versions of stored pages Automatically.
tab
l Under Trusted Sites, click Sites and clear Require server verification (https:) for all sites on this zone.
Security
tab
l
To the list of trusted sites, add Act! Premium (access via web) and about: internet.(1)
l
Use the Default Level for security (Low).
l
Click Custom level and enable (or set to prompt) Initialize and script ActiveX controls not marked safe
for scripting(2) and Drag and drop or copy and paste files (allows access to Windows clipboard).
Click Advanced. Enable Override automatic cookie handling, Accept First-Party Cookies, and Accept
Third-Party Cookies.
l
Privacy
tab
Clear Turn on Popup Blocker.
If your Act! Premium (access via web) web site is configured to use Secure Sockets Layer (SSL), under
Advanced
Security, clear Do not save encrypted pages/files to disk. It is best practice to have caching of encrypted
tab
pages/files turned on when using Act! Premium (access via web) over SSL.
Mozilla® Firefox®
l Under History, from the Firefox will list, select Use custom settings for history.
Privacy
panel
l Select Accept cookies from sites and Accept third-party cookies.
l
l
Content
panel
l
If selected, clear Block pop-up windows.
l
Click Exceptions and add the Act! Premium (access via web) site domain to the list.
l
Select Enable JavaScript.
If your Act! Premium (access via web) web site is using Secure Sockets Layer (SSL), ensure the
caching for SSL is set to "True".
1. Open Firefox and in the address bar of the browser, type about:config.
SSL
caching
2. Scroll down to browser.cache.disk_cache_ssl, and double-click it to change the setting:
l
“True” indicates SSL content will be cached.
l
“False” indicates SSL content will not be cached.
Mobile Browsers
l
Turn JavaScript On.
l
Accept Cookies "Always" or "From Visited"
l
Turn Private Browsing Off.
*Mozilla and Firefox are registered trademarks of the Mozilla Foundation.
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Browser Limitations
Each supported browser has limitations when used with Act!. This means there are certain features or
functions you cannot perform in Act! Premium (access via web).
Internet Explorer
l
View Source function is not available.
l
Right-click shortcut menu is not available
Firefox and Chrome
l
The Act! Word Processor is not available.
l
Mail Merge is not available.
l
Mobile device browser versions are not supported.
(1) Required for Web Help to open on Windows Server® 2003 or Windows Server 2008. The Help file is an uncompiled Web Help
system which includes the Mark of the Web (MOTW) setting in each Help topic (.htm). The MOTW setting has the "about:internet"
text embedded into each Help topic.
(2) Configuring ActiveX® security is required to allow install of word processing controls to create templates and documents. Users
need to install two ActiveX controls. If your client-side web security policies prohibit users from installing ActiveX controls, add both
the domain associated with your Act! Premium (access via web) server installation and Microsoft.com to the Trusted Sites zone in
Internet Explorer. Configure Internet Explorer to prompt users when installing ActiveX controls only for sites in the Trusted Sites
zone. Doing this bypasses the ActiveX security constraints only for the necessary controls.
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Integrating With Other Applications
You can integrate Act! Premium (access via web) with:
l
The Act! Scratchpad.
l
Microsoft Word, Outlook, and Excel®.
l
Google.
The Act! Scratchpad is a separate application that lets users enter and manage tasks, to-do items, and more.
They can enter personal or work-related items in the Act! Scratchpad and create notes, histories, and activities
in Act! Premium (access via web) from items entered. Integration with the Act! Scratchpad requires that users
must install Act! Scratchpad to place an icon on their desktop. Users open Act! Scratchpad and set their Send
to Act! preferences to specify a database to receive the note, history, or activity.
Integration with Word, Outlook, and Google requires configuration by an Administrator and users. Some of the
Administrator tasks must be done before users can set up integration with other applications. Integration with
Excel does not require any configuration; however, all Microsoft applications must be installed on the computer
before installing Act!.
This section explains the Outlook and Google requirements as well as the tasks for an Administrator and users
to set up integration with other applications.
Tasks an Administrator can do before users set up integration are:
l
Edit the Outlook Service web.config file to use a secured service if you have configured IIS to Secure
Sockets Layer (SSL).
l
Edit the web.config file to allow users access to Outlook from outside the network.
Tasks a user can do are:
l
Install the Act! Scratchpad and set Send to Act! preferences.
l
Install the Microsoft Word component.
l
Install the integration component to use with Outlook integration (email, contacts and calendar sync) or
Google integration (contacts and calendar sync and Gmail record history).
After users have installed the integration component and set up their integration preferences with either
Outlook or Google, an Administrator can recycle the Act! application pool so that the application refreshes and
integration tools and menus are available.
Editing the Outlook Service Web.config File to Use a Secured Service
The following steps explain how to comment out the unsecured section and uncomment the secured section of
the web.config file so that you can securely use Outlook integration. You must have already configured IIS to
use Secure Sockets Layer (SSL).
Edit the web.config file to use a secured service
1. Navigate to the web.config file located under <install folder>\ApfwoutlookSrvc.
The default location is \\Program Files\ACT\Act for Web\ApfwoutlookSrvc.
2. Select the web.config file and open it in Notepad.
3. To comment out the unsecured section, locate the following text:
<!-- Following is UnSecured Configuration. -->
<services>
4. Comment out <services> so that it looks like this:
<!--<services>
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5. Locate the following text:
</services>
<!-- End of Unsecured Configuration. -->
6. Change </services> so that it looks like this:
</services> -->
7. To uncomment the secured section, locate the following text:
<!-- Following is SSL Secured Configuration. Please comment Unsecured
Configuration above and un-comment SSL secured configuration below in order
to enable Security over SSL -->
<!--<services>
8. Uncomment <!--<services> so that it looks like this:
<services>
9. Save the file.
10. Reset IIS.
Editing the Web.config File for Outlook Integration
The following steps explain how to edit the web.config file located under the APFW directory to allow users
access to Outlook from outside the network.
Note: You must also configure your firewall to permit access from outside the network. For more information,
see your firewall documentation.
Edit the web.config file
1. Navigate to the APFW folder on the server where Act! Premium (access via web) is installed. By
default, the file is located at \\Program Files\ACT\Act for Web\APFW.
2. Select the web.config file. Open it in Notepad.
3. Locate the Act.Web.OutlookWebServiceAddress parameter, which looks similar to the following:
<add key="Act.Web.OutlookWebServiceAddress" value="http:/
/www.xxx.com:8080/apfw"/>
4. Replace the text following "value=" with the IP address or domain name for the Act! Premium (access
via web) site.
5. On the File menu, click Save.
After editing the web.config file, let users know they can install the integration component.
Installing the Act! Scratchpad
The following steps explain how a user installs the Act! Scratchpad to use it with Act! Premium (access via
web). It only needs to be installed once.
Install Act! Scratchpad
1. On the Tools menu, click Install Act! Scratchpad.
2. At the message prompt, click Yes.
3. On the dialog box that appears, click Save to save the compressed (.zip) file to a location on your
computer. For example, save it to the Desktop.
4. When the process is complete, extract the files. Use a program like WinZip® to extract the files.
5. Double-click the setup.exe file to install the Act! Scratchpad. Select or accept all actions required for
your operating system to install it.
After installation, a shortcut named Act! Scratchpad (Web) is placed on your desktop. Double-click the
shortcut to open Act! Scratchpad.
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Next Step
l
Open Act! Scratchpad and set your Send to Act! preferences. For more information, see "Setting My
Send to Act! Preferences" in Help.
Installing a Mail Merge Component to Use Microsoft Word
The following steps explain how users can install a mail merge component to use Microsoft Word for creating
letters and other documents, and performing mail merges. If users plan to use the Act! Word Processor instead
of Word, skip this installation.
Upgrade Web User. To record history and edit Word documents, users must first uninstall the existing Mail Merge
component, and then download and install the current version of the component. Use Add/Remove Programs to
uninstall the existing version.
Install the Mail Merge component to use Microsoft Word
1. Close Word.
2. Open Act!.
3. On the Tools menu, click Preferences.
4. Click the Word Processor hyperlink.
5. In the Word Processor Preferences dialog box, select Microsoft Word from the list.
6. Click the Download button.
Note: If the integration component cannot be downloaded, check to see if the Act! site URL is added
to the Trusted Sites zone.
7. When prompted to run or save the file, click Run. Follow all remaining prompts to install the integration
component. Click Finish.
8. Click OK.
Setting Up Integration with Outlook or Google
Users can integrate Act! Premium (access via web) with Microsoft Outlook or Google. Integration allows Act! to
add to and use features of Outlook or Google, such as:
l
Outlook email including Act! address books (contacts) and Quick Attach for emails.
l
Outlook calendar and/or contacts synchronization.
l
Google integration including calendar and/or contact synchronization and recording history of Gmail
messages to contacts.
Users can install the integration component once to use it with either Outlook or Google.
Note: Users should synchronize their calendar and contacts with either Outlook or Google, but not both.
Synchronizing with both applications may cause duplicate data.
The following sections describe the integration requirements and how users can install the integration
component.
Outlook Integration Requirements
To set up integration between Act! and Outlook, users need:
l
A compatible version of Microsoft Outlook. For supported versions, see system requirements at:
www.act.com/systreq.
l
Outlook installed and working correctly.
l
An Outlook profile set up.
Google Integration Requirements
To set up the integration connection between Act! and Google, users need:
l
Internet access to a Google account.
l
A Google account username and password.
l
Authorization for Act! to access the Google account.
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l
To have logged on to their Google calendar at least once before setting up calendar integration with
Act!.
l
(Recommended) Google added to their web browser's Trusted Sites list.
l
.NET Framework 4.0. If .NET Framework is not detected, it will be installed with the Google Integration
components.
Installing the Integration Component
Users only need to install the integration component once to use it with either Outlook or Google.
Install the integration component
1. Close the application to integrate with. For example, if users plan to integrate with Outlook, close it.
2. Open Act! Premium (access via web).
3. Depending on the task users are attempting, have them do one of the following:
l
If users are setting up Outlook email: On the Tools menu, click Preferences. Click the E-mail
hyperlink. Then, in the E-mail Integration box, click the Download button.
l
If users are setting up Outlook contacts/calendar sync: On the Tools menu, click Preferences.
Click the Outlook Synchronization hyperlink.
l
If users are setting up Google integration: On the Tools menu, point to Integrate with Google, and
then click Google Integration Preferences.
Note: If the integration component cannot be downloaded, check to see if the Act! Premium
(access via web) site URL is added to the Trusted Sites zone.
4. If a message appears, read it and click Install.
5. When prompted to run or save the file, click Run. Follow all remaining prompts to install the integration
component. Click Finish.
Important: After the first user downloads and installs the integration component, the Administrator
must now reset IIS on the web server to complete Google or Outlook integration setup. Any
subsequent downloads and installs of the integration component by other web users do not require
an IIS reset.
6. If users are setting up Outlook contacts/calendar sync and have installed the integration component
using the Outlook Synchronization hyperlink, users must then install the APFWOutlookDetect add-on.
a. Click the browser information bar.
If the browser information bar does not display, go to the Tools menu and click Preferences. Click
No when prompted to install additional software.
b. Click Run Add-on.
c. When the security warning appears, click Run.
Next Steps
l
Open Act! Premium (access via web) and set up email and calendar/contacts synchronization with
Outlook or integration with Google. See Help for steps on how to do this.
l
An Administrator must recycle the application pool so that integration tools and menus are available in
Act!. See the next section.
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Recycling an Application Pool
An Administrator may have to immediately recycle an application pool instead of waiting for the next
configured recycle. Rather than abruptly stopping it, which can cause service interruptions, you can use ondemand recycling. You would do an on-demand recycle after users have installed the Act! Scratchpad and/or
installed integration components.
The following steps explain how to use the IIS Manager to recycle an application pool on demand.
Recycle an application pool using the IIS Manager
1. To open IIS Manager using the Run dialog box, do one of the following for your operating system:
l
On the Start menu, click All Programs, click Accessories, and then click Run.
l
On the Start menu, click Run.
In the Open dialog box, type inetmgr. Click OK.
2. Expand the local computer and click Application Pools.
3. Select the Act! Premium (access via web) application pool. By default, it is ACT. If you have created a
custom application pool, select it.
4. On the Actions menu, or on the right pane, under Application Pool Tasks, click Recycle. If a
confirmation message appears, click Yes
5. Close IIS Manager.
If desired, you can change the default recycling interval. The next section describes why and how.
Changing the Default Recycling Interval for an Application Pool
Microsoft sets the default recycling interval at 1,740 minutes (29 hours) to restart an application pool. We
recommend you change the interval to 1,440 minutes (24 hours). A shorter recycling interval may help with
application crashes and recovery of system resources.
Change the default recycling interval for an application pool
1. To open IIS Manager using the Run dialog box, do one of the following for your operating system:
l
On the Start menu, click All Programs, click Accessories, and then click Run.
l
On the Start menu, click Run.
In the Open dialog box, type inetmgr. Click OK.
2. Expand the local computer and click Application Pools.
3. Do one of the following:
l
Right-click the Act! application pool, and select Properties. By default, Act! Premium (access via
web) uses the ACT application pool. On the Recycling tab, for Recycle worker processes (in
minutes), change 1740 to 1440. Click OK.
l
On the right pane, under Edit Application Pool, click Recycling. Under Fixed Intervals, for
Regular time intervals, change 1740 to 1440. Click Next. Click Finish.
4. Close IIS Manager.
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Troubleshooting Act! Premium (access via
web)
This section helps you identify solutions to:
l
Web Site Administration tool errors.
l
General configuration issues or errors.
Troubleshooting Web Site Administration Tool Errors
This section describes how to troubleshoot error messages received while configuring your software. When
troubleshooting, you may also refer to the Web Site Administration tool log file (AFWAdminLog.log) and the
validation log file (validate.txt). These files may provide information about user permissions and errors
displayed in the tool, such as ASP.NET and HTTP errors. The Web Site Administration tool must be closed to
create an updated log file. Log files are located in: <Act! installation path>\ACT\ACT for Web\Logs.
Additional information for troubleshooting the Web Site Administration tool is provided in the Act!
Knowledgebase.
Tip: To bypass errors in the Web Site Administration tool, hold down the SHIFT or CTRL key and click
another tab. For example, you may want to view information on another tab before completing the
configuration.
Web Server and User Account Tabs
Microsoft SharePoint® software detected. Additional configuration may be required to
enable Act! Premium (access via web) to run.
Cause:
l
SharePoint was detected on the web server. Some installations of SharePoint modify the
default web site and ASP.NET service configuration.
Solution:
l
You many need to perform additional steps for the Act! Premium (access via web) web
site and other applications to function. The following commands may help resolve issues
that may occur if you install some Microsoft products after installing Act!.
REM - Enable Act! for Web to run on SBS server 2011 which has 64 bit Web apps
Exchange and Outlook Web Access installed. It should also apply to situations
where Exchange or Outlook has been installed on other versions of server OS
before or after installing Act!.
REM - This only applies to Act! Premium (access via web) 2013 Service Pack 1
and later. Act! uses a new AppPool separate from the Default App Pool to allow
32 and 64-Bit apps to run on the same server.
REM - Making prior versions of Act! (2013 and earlier) work in concert with
Exchange and Outlook requires creating and configuring a new AppPool for Act!
to run in 32-Bit compatibility mode and reverting that setting on all the existing
AppPools (i.e. restore the "Enable 32-Bit Applications" setting to False for the
existing AppPools.). If any AppPools or Virtual Directories have been customized
in your environment, please make changes accordingly.
REM - Make a backup of the IIS config file.
%SystemRoot%\System32\inetsrv\appcmd.exe add backup
ACTapphostconfigbackup
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Microsoft SharePoint® software detected. Additional configuration may be required to
enable Act! Premium (access via web) to run.
REM - Several modules on a 64-Bit server cause conflicts with 32-Bit web apps.
They are each handled differently. Unlock the Static and Dynamic compression
modules globally, so that they can be configured individually for each virtual site.
%SystemRoot%\System32\inetsrv\appcmd.exe set config section:system.webServer/modules
/[name='DynamicComp(acceressionModule'].lockItem:false /commit:apphost
%SystemRoot%\System32\inetsrv\appcmd.exe set config section:system.webServer/modules
/[name='StaticCompressionModule'].lockItem:false /commit:apphost
REM - Remove the Static and Dynamic compression modules from each Act!
virtual site/virtual directory.
%SystemRoot%\System32\inetsrv\appcmd.exe delete module
dynamiccompressionmodule /app.name:"Default Web Site/APFW"
%SystemRoot%\System32\inetsrv\appcmd.exe delete module
staticcompressionmodule /app.name:"Default Web Site/APFW"
%SystemRoot%\System32\inetsrv\appcmd.exe delete module
dynamiccompressionmodule /app.name:"Default Web Site/AFWValidationSrvc"
%SystemRoot%\System32\inetsrv\appcmd.exe delete module
staticcompressionmodule /app.name:"Default Web Site/AFWValidationSrvc"
%SystemRoot%\System32\inetsrv\appcmd.exe delete module
dynamiccompressionmodule /app.name:"Default Web Site/APFWMailMergeSrvc"
%SystemRoot%\System32\inetsrv\appcmd.exe delete module
staticcompressionmodule /app.name:"Default Web Site/APFWMailMergeSrvc"
%SystemRoot%\System32\inetsrv\appcmd.exe delete module
dynamiccompressionmodule /app.name:"Default Web Site/APFWOutlookSrvc"
%SystemRoot%\System32\inetsrv\appcmd.exe delete module
staticcompressionmodule /app.name:"Default Web Site/APFWOutlookSrvc"
REM - Add a pre-Condition for 64-bit only on these modules, so that they will not
load with the ACT appPool. These are authentication modules for Exchange
Server.
%SystemRoot%\System32\inetsrv\appcmd.exe set config section:system.webServer/globalModules
/[name='PasswordExpiryModule'].preCondition:bitness64 /commit:apphost
%SystemRoot%\System32\inetsrv\appcmd.exe set config section:system.webServer/globalModules
/[name='kerbauth'].preCondition:bitness64 /commit:apphost
%SystemRoot%\System32\inetsrv\appcmd.exe set config section:system.webServer/globalModules
/[name='exppw'].preCondition:bitness64 /commit:apphost
REM - Add a pre-Condition for 64-bit only on these isapiFilters. Be sure to include
the "Default Web Site" on the end of the command.
%SystemRoot%\System32\inetsrv\appcmd.exe set config section:system.webServer/isapiFilters /["name='Exchange OWA Cookie
Authentication ISAPI Filter'"].preCondition:bitness64 /commit:apphost "Default
Web Site"
%SystemRoot%\System32\inetsrv\appcmd.exe set config section:system.webServer/isapiFilters /["name='Exchange ActiveSync ISAPI
Filter'"].preCondition:bitness64 /commit:apphost "Default Web Site"
REM - Disable Rapid Fail Protection mode for the ACT appPool. This protection
will terminate the appPool if it throws a number of errors. This can cause users to
receive a 505/503 Service Unavailable response from the web with no useful
information as to why.
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Microsoft SharePoint® software detected. Additional configuration may be required to
enable Act! Premium (access via web) to run.
%SystemRoot%\System32\inetsrv\appcmd.exe set config section:system.applicationHost/applicationPools
/[name='ACT'].failure.rapidFailProtection:False /commit:apphost
REM - Use the following command to undo the changes made to the IIS config file
if necessary.
REM - %SystemRoot%\System32\inetsrv\appcmd.exe restore backup
ACTapphostconfigbackup
The ASP.NET process account does not exist or is not configured properly.
Causes:
l
The ASP.NET service is not available.
l
Non-default IIS settings, such as an assigned IP address or host headers, are configured.
l
Read permissions are not set.
Solutions:
l
Verify that the ASP.NET service is available.
l
Verify the configuration of the ASP.NET process account.
l
Manually configure users and permissions as described in Knowledgebase Article
#14867.
User Account Tab
Unable to retrieve Windows domain information at this time. This information is required to
edit the Windows User Account. Please check with your network administrator and try
again later.
Cause:
l
The Windows domain information is unavailable.
Solution:
l
See your network administrator to verify that you have access to the domain.
The ASP.NET process does not have permission to access or run Act! Premium (access
via web).
Cause:
l
The ASP.NET process account does not have the permissions on the web server to run
Act! Premium (access via web).
Solution:
l
This account requires Read permission for the registry key that contains the encrypted
impersonation user credentials. Verify the correct account for your web server
configuration.
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The impersonation user account does not have access to files and folders required to run
Act! Premium (access via web) on your web server.
Cause:
The Access to program files and folders or registry permissions required to run Act!
Premium (access via web) has not been granted to the impersonation user account.
l
Solution:
Verify that the user is at least a domain user and part of the local Administrators group,
and then set the appropriate permissions to the Act! files and folders on the server.
l
The Windows user account information you have entered is invalid. Please check the user
name and password and try again.
Causes:
l
The Windows user name or password you entered does not exist in the selected
Windows domain.
l
The option to force users to change their password at logon has been selected.
Solutions:
l
Verify that you entered the correct user name for the selected domain. If you did, you may
need to create a user. For more information, see "Creating a Windows Impersonation
User Account" on page 5.
l
For the impersonation user account, clear the User must change password at next logon
check box.
Add/Remove Databases Tab
The impersonation user account does not have access to the database you selected.
Cause:
The impersonation user specified on the User Account tab does not have permission to
access the program files and folders or registry permissions required to run Act! Premium
(access via web).
l
Solution:
Verify that the user has the appropriate permission to access all Act! files and database
supplemental files on the server.
l
The web page fails to load after selecting a web site and virtual directory.
Causes
l
Various.
Solutions:
l
If you are testing a web site that was working previously, execute the tests on the Web
Server and User Account tabs to determine the cause of the issue. Your web server
configuration may have changed, for example:
l
The password for the impersonation user account was changed or has expired.
l
New software or services, such as SharePoint or Active Directory, were installed on the
web server.
l
The application pool where the Act! Premium (access via web) virtual directory runs
was modified.
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The web page fails to load after selecting a web site and virtual directory.
l
If you just created the impersonation user account, you may not have cleared the option
to force the user to change the password at the next logon. Clear the User must change
password at next logon check box. l
If you just successfully executed the tests on the Web Server and User Accounts tabs,
restart IIS on the web server. See Help for how to do this.
Troubleshooting General Errors and Issues
This section describes how to troubleshoot general issues and errors with regard to installation, configuration,
security, and so on.
General Errors and Issues
Problem:
l
To continue with the installation, you receive a prompt to let Act! Premium (access
via web) switch your 64-bit IIS and ASP.NET applications to 32-bit compatibility mode.
You do not want to automatically switch the mode. The web page fails to load after
selecting a web site and virtual directory.
Reason:
l
Automatically switching the mode will cause other web applications on your computer to
run in 32-bit mode. If those applications require 64-bit mode, they will cease running; if
not, they should continue running, however, they will have less RAM to access.
Solution:
l
Set up one web server to run the web application that requires 64-bit IIS and ASP.NET.
Set up a second web server to run Act! Premium (access via web), Internet
Synchronization and any other 32-bit IIS and ASP.NET applications.
Problem:
l
Act! Help is not opening when you click Help topics or the Help menu.
Reason:
l
Act! Premium (access via web) Help is a Web Help help system containing the Mark of
the Web (MOTW) setting in each Help topic (.htm). On some server operating systems
using Internet Explorer, a blank page appears when Help is accessed.
Solution:
l
Add the about:internet site to your Trusted Sites zone or your local intranet zone. The
about:internet setting refers to the MOTW security setting in each help topic.
Problem:
l
You receive the message: "Web site is not running".
Reason:
l
IIS may not be running.
Solution:
l
Verify that IIS and the default web site are running.
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Problem:
l
Errors appear on a remote browser, but not while using the browser on the server.
Reasons:
l
Pop-up blockers are enabled.
l
The web site is not a trusted site on client computers.
l
Your Internet security software does not allow access.
Solution:
l
Disable pop-up blockers in your browser.
l
Add the web site to the list of trusted sites on all client computers.
l
Shut down the Internet security software to allow access.
Problem:
l
You receive the message: "400 - Bad Request" or "404 - File not found".
Reason:
l
The Web Site Administration tool tests the site using "localhost."
Solution:
l
If the Act! Premium (access via web) site is configured to use an IP address, it will not use
"localhost".
Problem:
l
You receive the message: "500 - Internal server error".
Reason:
l
Windows Server 2003 contains a section of IIS that deals with web service extensions.
Solution:
l
Make sure that ASP.NET version 2.0.50727 is set to Allowed.
Problem:
l
You can access the web site internally, but not externally.
Reason:
l
Your router may not be configured correctly.
Solution:
l
Ensure your router is forwarded to port 80. For more information, see your router
documentation.
Problem:
l
You receive a message saying "... If you continue to see this message, please
recycle your IIS application pool, restart IIS, or contact your Administrator".
Reason:
l
You have just installed the Act! Scratchpad or the integration component to use supported
applications with Act! Premium (access via web) and this message appears.
Solution:
l
An Administrator needs to recycle the application pool as it is less disruptive than
resetting IIS. See "Recycling an Application Pool" on page 16.
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Problem:
l
You receive the message: "403 - Forbidden".
Reason:
l
You do not have permission to access a file.
Solutions:
l
Ensure the impersonation user is a Windows Administrator.
l
If you created a custom virtual directory, ensure the Read and Run Scripts (such as ASP)
are enabled. See Knowledgebase Article #14868.
Problem:
l
You are accessing Act! Premium (access via web) using a secured connection
(https://) and settings are not being retained. For example, you are scheduling an
activity and as you move through the Schedule Activity tabs, settings are changing
back to the defaults.
Reason:
l
Your browser may not have the correct setting to allow caching of pages/files when using
Secure Sockets Layer (SSL). It is a best practice to have caching of encrypted pages/files
turned on when using Act! Premium (access via web) over SSL.
Solution:
l
For Internet Explorer: Click Tools>Internet Options. Click the Advanced tab. Under
Security, clear Do not save encrypted pages/files to disk.
l
For Firefox: Open Firefox and in the address bar, type about:config. Scroll to the
browser.cache.disk_cache_ssl setting. It should be set to True. If it is False, double-click it
to change the setting.
l
See Knowledgebase Article #28245.
Act! Premium Web Administrator's Guide
23
E
Index
e-mail
installing components to use Outlook
examples
URLs and IP addresses for web site access
A
Act! Premium Mobile
accessing
Act! Scratchpad
installing
Act! Word Processor
configuring ActiveX security to use
ActiveX security
setting for Act! Word Processor
Add/Remove Database tab
assigning databases to virtual directories
application pools
changing the recycling interval
overview
recycling on demand
using to isolate Web applications
ASP.NET impersonation
creating a Windows user account
ASP.NET impersonation user account
overview
testing
ASP.NET user account
testing
8
13
11
10
11
16
2
16
2
11
10
G
Google
installing integration components
integration requirements
5
6
6
11
11
11
10
8
15
14
I
5
impersonation
for single-server configurations
in multiple-server configurations
impersonation user account
creating
overview
testing
installation
configuration suggestions
planning
installing
Act! Scratchpad
integration components
mail merge component to use Word
multiple-server configurations
single-server configuration
Internet Explorer
browser settings
limitations
SSL setting to cache pages
2
2
5
5
6
1
1
13
15
14
2
2
10
11
10
11
9
5
D
databases
assigning to virtual directories
default virtual directory
Firefox
browser limitations
setting to cache pages over SSL
7
C
changing session timeout limit
Chrome
browser limitations
copying
user preferences for ACT! for Web 2005 -2006 users
creating a Windows user account for ASP.NET impersonation
8
F
B
browsers
Chrome limitations
Firefox limitations
Internet Explorer limitations
Internet Explorer required settings
15
7
7
M
Mark of the Web (MOTW) setting
mobile
accessing Act! Premium Mobile
mobile access
examples
multiple-server configurations
multiple virtual directories
recommendations
Act! Premium Web Administrator's Guide
11
8
8
2
3
3
24
O
Options tab
changing the session timeout limit for a web site
Outlook
allowing access outside network
installing integration components
integration requirements
Outlook integration
editing the web.config file when using a secured service
8
13
15
14
12
P
planning your installation
preferences
for users
locations of
sharing across web servers
1
9
9
9
16
16
14
14
10
S
Secure Sockets Layer (SSL)
editing the Outlook service web.config file
Firefox setting to cache pages
IE setting to cache pages
overview
troubleshooting caching pages
setting up
Word integration
single-server configuration
impersonation user account recommendations
specifying the Windows user account for ASP.NET
impersonation
SSL
editing the Outlook Service web.config file
Firefox setting to cache pages
IE setting to cache pages
overview
troubleshooting caching pages
8
21
23
17
10
U
User Account tab
specifying and testing Windows user account for ASP.NET
impersonation
users
accessing the web site
adding to databases and assigning roles
allowing access to Outlook (outside network)
installing Act! Scratchpad
installing integration components
preferences for
6
8
8
13
13
15
9
V
R
recycling application pools
changing the interval
on demand
requirements
Google integration
Outlook integration
supported browsers
timeout limit
changing
troubleshooting
general errors and issues
SSL and caching pages
Web Site Admin tool errors
Trusted Sites zone
12
10
10
3
23
14
2
6
virtual directories
assigning databases to
default for Act! Premium (access via web)
in multiple-server configurations
7
7
3
W
Web Server tab
testing your ASP.NET user account
web site access
changing session timeout limit
changing the session timeout limit
examples of URLs and IPs
for users
from inside common network
from outside common network
using a mobile device
web.config file
editing for Outlook access
Word
installing the mail merge component
word processor
installing mail merge component for Word
6
8
8
8
8
8
8
8
13
14
14
12
10
10
3
23
T
testing
Windows user account for ASP.NET impersonation
6
Act! Premium Web Administrator's Guide
25
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