Administrator's Guide
ACT! by Sage Premium for Web 2010
ACT! by Sage Premium for Web 2010
Administrator's Guide
Copyright © 2009 Sage Software, Inc. All Rights Reserved.
Sage, the Sage logos, ACT! and the Sage product and service names mentioned herein are registered trademarks or trademarks of Sage
Software, Inc. or its affiliated entities. All other trademarks are the property of their respective owners.
Released 6/2009 for ACT! by Sage Premium for Web 2010 Version: UABETA324
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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.
Printed in the United States of America.
Published by
Sage Software, Inc.
8800 N. Gainey Center Drive, Suite 200
Scottsdale, AZ 85254
(480) 368-3700
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Contents
Introduction
What You Need to Know
Browser Requirements to Access ACT! Premium for Web
Chapter 1: Getting Started
Planning Your Installation
About Installing ACT! Premium for Web in Single or Multiple Web Server Configurations
About the ASP.NET Process and User Impersonation Accounts
About User Preferences
Installation Checklists
Chapter 2: Preparing to Install ACT! Premium for Web
Creating a Windows Impersonation User Account
Chapter 3: Configuring Access to ACT! Premium for Web
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Setting Up ACT! Premium for Web Access
How Users Can Access ACT! Premium for Web
Access From Inside a Common Network
Access From Outside a Common Network
Setting Up Shared User Preferences Across Web Servers
Chapter 4: Integrating ACT! Premium for Web with Other Applications
Editing the Web.config File for Outlook Integration
Installing Components to Use Outlook
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Installing Components to Use Word
Appendix A: Glossary
Appendix B: About Securing ACT! Premium for Web
Appendix C: About Using Application Pools to Isolate ASP.NET Web Applications
Appendix D: Troubleshooting ACT! Premium for Web
Troubleshooting Web Site Administration Tool Errors
Troubleshooting General Errors and Issues
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Introduction
Welcome to ACT! by Sage Premium for Web 2010. ACT! Premium for Web lets users access ACT! Premium databases
using Microsoft® Internet Explorer® 6.0 or 7.0 on a Windows® operating system or Safari™ 3.0 on a Macintosh®
operating system.
Whether you are installing ACT! Premium for Web 2010 for the first time (New User) or upgrading from an earlier
version (Upgrade User), this guide provides the information to:
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Prepare for an ACT! Premium for Web installation.
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Configure user access to an ACT! Premium database.
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Manage and secure the software.
Note: You will need the ACT! by Sage Premium 2010 Installation Guide to complete your ACT! Premium for Web 2010
installation. This installation guide provides the steps for New and Upgrading Users to install, register, and activate an ACT! 2010
installation. The ACT! by Sage Premium 2010 Installation Guide is included with the software as a printed guide or is available as a
PDF on the DVD.
What You Need to Know
This section contains information you should know before installing ACT! Premium for Web 2010.
Microsoft SQL Server® 2005 Express and required components – ACT! Premium for Web 2010 automatically installs
Microsoft SQL Server 2005 Express Edition, including Service Pack 3 (SP3). SQL Server 2005 Express requires .NET
Framework 2.0 and Windows® Installer 3.1 components. These components are installed for you if they are not on
your computer.
E-marketing services by Swiftpage™ – ACT! Premium for Web 2010 includes E-marketing services provided by
Swiftpage, a third-party company. To use these services, you must subscribe to services and access content hosted by
Swiftpage. If you used Swiftpage with earlier versions of ACT!, you must uninstall that version of Swiftpage before
installing ACT! 2010.
Microsoft Outlook®, Word, and Excel® integration – ACT! Premium for Web 2010 integrates with Microsoft Outlook
and several Microsoft Office applications. The supported versions are:
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Outlook XP, 2003, and 2007 (SP3 is recommended for Outlook XP and 2003).
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Word and Excel XP, 2003, and 2007 (SP3 is recommended for Word/Excel XP and 2003. SP2 is recommended for
Word/Excel 2007).
If you plan to use the integration features, ensure Outlook, Word, and Excel are installed and working correctly. To
configure and set up integration for ACT! Premium for Web users, see "Integrating ACT! Premium for Web with Other
Applications" on page 11.
Other add-on products – Some applications added as plug-ins or add-on products in previous ACT! versions may not
upgrade to ACT! Premium for Web 2010. These applications may require re-installation after installing ACT! Premium
for Web 2010.
ACT! 2010 Handheld Support - If you are using ACT! Link for Palm OS® or ACT! Link for Pocket PC with a previous
version of ACT!, you must uninstall these applications and install the new handheld links and upgrade your databases.
For more information, see the ACT! by Sage Premium 2010 Installation Guide.
Browser Requirements to Access ACT! Premium for Web
Users can access the ACT! Premium for Web software through Internet Explorer or Safari browsers. Some ACT!
Premium for Web features are not available depending on your browser choice. The following sections describe the
requirements and the feature limitations for each browser.
Internet Explorer Requirements and Limitations
The requirements for Internet Explorer are:
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The Override automatic cookie handling option must be enabled.
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The Accept option is enabled for First-party Cookies and Third-party Cookies .
Administrator's Guide
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Introduction
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Your ACT! Premium for Web site domain is added to the Trusted Sites zone. This ensures that the application will
function properly. Some features, such as pop-up windows, may not work correctly if your Web site is not in the
Trusted Sites zone.
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To use the ACT! word-processor for correspondence and word-processing, you must configure ActiveX security to
allow users to install two ActiveX controls — TX Text Control and Common Dialog. TX Text Control installs with
ACT! Premium and has the same security setting as ACT! Premium. Common Dialog is part of the Microsoft
security zone which some users may need to install. Default browser settings typically prompt users to install
ActiveX controls. You can safely manage these ActiveX controls in one of two ways:
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If your users maintain default browser settings, the ACT! Premium for Web software prompts them to
install one or both of these ActiveX controls. Inform users that it is safe to install these controls.
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If your client-side Web security policies prohibit the installation of ActiveX controls, you may add both the
domain associated with your ACT! Premium for 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.
The limitations in Internet Explorer are:
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Users cannot access the View Source function.
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Users cannot access the right-click shortcut menu.
Note: For Windows Vista, if Web client users on Internet Explorer plan to use the Outlook Integration component or save word
processor documents and templates locally, they must add the ACT! Premium for Web site to the Trusted Sites zone. For more
information about security zones, see Internet Explorer's online Help.
Safari Requirements and Limitations
The requirements for Safari are:
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The Always or Only from sites you navigate to option is enabled for Accept Cookies.
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Your ACT! Premium for Web site domain is added to the Trusted Sites zone. This ensure that the application will
function properly. Some features, such as pop-up windows, may not work correctly if your Web site is not in the
Trusted Sites zone.
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On the Security tab, under Preferences, check the box to Enable JavaScript™.
The limitations with Safari are:
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Users cannot use Outlook integration functionality.
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Users cannot use ACT! Word Processor functionality
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Users cannot use Mail Merge functionality.
Differences Between ACT! Premium and ACT! Premium for Web
ACT! Premium for Web emulates the look and feel of ACT! Premium. Many of the controls and interfaces are similar.
Some important differences include:
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ACT! Premium for Web users do not need to synchronize data because all users can access one shared database and
make changes only to that database. You can, however, set up synchronization if users want to synchronize data
over your network or the Internet. Instructions to install and set up the ACT! Synchronization Services is provided
in this guide. Refer to Help for instructions on how to create remote databases.
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ACT! Premium for Web users can run reports as HTML only.
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ACT! Premium for Web does not have the right-click shortcut menus.
ACT! by Sage Premium for Web 2010
Chapter 1: Getting Started
This chapter provides information and recommendations for planning your ACT! Premium for Web installation. It also
has checklists for new and upgrading users.
It explains:
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How to plan your installation, including common configuration scenarios and suggestions.
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About installing ACT! Premium for Web in single- or multiple-Web server environments.
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About the ASP.NET Process and user impersonation account.
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About user preferences.
Planning Your Installation
To determine whether you will install the ACT! Premium software and database together on one server or install them
on separate servers, consider the following :
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The number of users requiring access to the database as well as the number of users accessing the ACT! Premium
site.
Note: See System Requirements at www.act.com/2010systreq.
● The frequency and intensity of users working with the software and of other services running on 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 ACT! Premium for Web in a workgroup using a single-server configuration where the Web server also
hosts ACT! Premium for Web databases.
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Multiple-server installation (recommended for more than 30 users).
Configuration Suggestions
The following items are suggestions for configuring ACT! Premium for Web. Actual results may vary depending on the
size of your database and network configuration.
Some configuration suggestions are:
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Have a separate database and application server.
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Host the application server on a dedicated instance of SQL Server.
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One Web server can scale up to 100 users.
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One database server can scale up to 400 users.
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The database server should have 2 gigabytes (GB) memory for every 50 users in the database. The Hard Drive speed
is most important on this machine. The faster the hard drive speed, users may experience better performance. This
machine can also take performance benefits if you have 64-bit SQL Server and quad core processors.
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The application server should have 2GB memory for every 50 users in the database. CPU and memory are most
important on this machine. The more memory you add, 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 during a time 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 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.
Administrator's Guide
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About Installing ACT! Premium for Web in Single or Multiple Web Server Configurations
About Installing ACT! Premium for Web in Single or Multiple Web Server Configurations
This section explains the differences between and recommendations for installing ACT! Premium for Web in single or
multiple Web server environments.
Single Server Configurations
You can install ACT! Premium for Web using a single-server configuration where the Web server also hosts ACT!
Premium for Web databases.
To deploy ACT! Premium for Web in a single-server configuration, the impersonation user account you create should:
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Be added to the local Administrators group on the server.
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Have permission to access all ACT! Premium databases and database supplemental files on the server.
Multiple Server Configurations
For scalability and enhanced performance, you can configure ACT! Premium for 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 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 for Web deployment.
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Have permission to access the database supplemental files for your ACT! Premium for Web database on the
database server.
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Have permission to access all ACT! Premium for Web files on the Web server.
You may have two or more instances of ACT! Premium for Web hosted on one Web server. In such cases, you can use
virtual directories or application pools to distinguish and secure each ACT! Premium for Web Web site.
Multiple Virtual Directories
You can create multiple virtual directories within your default Web site. For example, you may have two directories —
Sales and Service. Web client 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 for Web installation directory. (The
installation directory differs for your operating system).
Note: For more information about configuring ACT! Premium for Web using multiple virtual directories, see the ACT!
Knowledgebase Article #14868.
Recommendations When Installing ACT! Premium for Web in Multiple Server Configurations
The following are recommendations when installing ACT! Premium for Web in a multiple-server configuration:
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Use multiple application pools if using a single Web server for more than 50 users.
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You may have two or more instances of ACT! Premium for Web hosted on one Web server. In such cases, you can
use virtual directories or application pools to distinguish and secure each ACT! Premium for 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 SQL services, 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, set user preferences to be shared across Web servers. For more
information, see "Configuring Access to ACT! Premium for Web" on page 9.
ACT! by Sage Premium for Web 2010
About the ASP.NET Process and User Impersonation Accounts
About the ASP.NET Process and User Impersonation Accounts
ACT! Premium for Web uses ASP.NET impersonation to allow secure access to the database and other files. An
impersonation account is required to let users who do not have access to the network, impersonate a user who does.
Once you create an impersonation user account, you then configure the software to use that account. This gives an
ASP.NET application access to Windows resources using the account you provide.
About User Preferences
ACT! Premium for Web stores user preferences in a WebPreferences.xml file on the Web server that hosts ACT!
Premium. 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 for Web. In some cases, you
may want to distribute Web requests across multiple Web servers. This results in each Web server having 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 prevent users from experiencing preference differences, 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.
Note: If the shared preference storage location is offline when a remote user logs on to ACT! Premium, the software uses the
preferences that are stored locally on the remote user’s system for the duration of the session.
Depending on your operating system, user preferences are stored in the following locations:
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Windows XP and Windows Server 2003 – C:\Windows\System32\inetsrv\ACT\ACT
forWeb\Preferences\UserPreferences
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Windows Vista and Windows Server 2008 – C:\Users\[Impersonation User]\AppData\Roaming\ACT\ACTfor
Web\Preferences\UserPreferences
The steps to set up a shared location for user preferences is explained later in this guide. For more information, see
"Configuring Access to ACT! Premium for Web" on page 9.
Administrator's Guide
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Installation Checklists
Installation Checklists
These installation checklists outline the tasks you must complete to install and configure the ACT! Premium for Web
server application for New or Upgrading Users.
New Users Checklist
Task
Refer to
1
Prepare to install.
See "Preparing to Install ACT!" on page 5.
2
Create a Windows
Impersonation user account
See "Creating a Windows Impersonation User Account" on page 6.
3
Install, register, and activate
the ACT! Premium for Web
software.
See the ACT! by Sage Premium 2010 Installation Guide - "Installing
ACT! for the First Time" section.
4
Use the Web Site
Administration tool to
configure access.
See "Configuring Access to ACT! Premium for Web" on page 7.
5
Integrate ACT! Premium for
Web with other applications.
See "Integrating ACT! Premium with Other Applications" on page 11.
6
Install other software to use
with ACT! Premium for Web.
See the ACT! by Sage Premium 2010 Installation Guide - "Installing
Other Applications" section.
Upgrading Users Checklist
Task
Refer to
1
Prepare to install.
See "Preparing to Install ACT!" on page 5.
2
If needed, create a Windows
Impersonation user account.
See "Creating a Windows Impersonation User Account" on page 6.
3
Prepare your database for
upgrading.
See the ACT! by Sage Premium 2010 Installation Guide - "Installing
ACT! for Upgrading Users" section.
4
Install, register, and activate
the ACT! Premium for Web
software.
See the ACT! by Sage Premium 2010 Installation Guide - "Installing
ACT! for Upgrading Users" section.
5
Upgrade your database.
See the ACT! by Sage Premium 2010 Installation Guide - "Installing
ACT! for Upgrading Users" section.
6
Use the Web Site
Administration tool to
configure access.
See "Configuring Access to ACT! Premium for Web" on page 7.
7
Integrate ACT! Premium for
Web with other applications.
See "Integrating ACT! Premium with Other Applications" on page 11.
8
Install other software to use
with ACT! Premium for Web.
See the ACT! by Sage Premium 2010 Installation Guide - "Installing
Other Applications" section.
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ACT! by Sage Premium for Web 2010
Chapter 2: Preparing to Install ACT! Premium for Web
To ensure a successful installation, all users (new and upgrade) should complete the following steps before they install
ACT! Premium for Web 2010.
Steps: Prepare to install ACT!
1. Ensure your computer (or all computers if installing ACT! in a shared environment) meet the minimum
recommended system requirements for your purchased product and supported operating systems. Also, verify
you meet the concurrent user limits and licenses. See System Requirements at www.act.com/2010systreq.
2. Sign on as a Microsoft Windows Administrator on all computers.
3. If you use a software-based firewall, you must temporarily disable it to install ACT!.
4. To install ACT! to a location other than the default location (C:\Program Files\ACT\ACT for Web), verify
directories exist and folder-sharing rights are enabled. (During installation, you can select Custom to install
ACT! to a non-default location).
Note: You cannot install ACT! to a network drive or run it from the DVD.
5. To install Microsoft SQL Server 2005 Express to a location other than the default, ensure the installation folders
are unique to this instance of SQL Server. None of the directories should be shared with directories from other
instances of SQL Server. For more information, see Microsoft's documentation.
Note: See Microsoft’s documentation to help you plan your installation and prepare your Web server. You need to
understand your operating system, Microsoft Internet Information Server (IIS), ASP.NET, and user permissions
required to run a Web page.
6. If your operating system has a different version of Microsoft SQL Server, you should remove it to avoid
complications when running the ACT! Premium for Web application.
7. If other versions of ACT! exist on your Web server, do the following:
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For ACT! or ACT! Premium for Web 2005 or 2006 – You must manually uninstall the software before
installing ACT! Premium for Web2010.
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For ACT! or ACT! Premium for Web 2007 – 2009 – You do not have to uninstall these versions; you
upgrade them after installing ACT! Premium for Web 2010.
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Note the location of any existing ACT! Premium database(s).
8. Install or enable the correct version of IIS for your operating system and verify it runs properly. If you are an
upgrading user, you should reset IIS before installing ACT! Premium for Web 2010. This ensures all users are
logged out of the Web site and forces IIS to release the existing program files so you can successfully install the
new version.
Note: ACT! Premium for Web requires IIS and ASP.NET to run in 32-bit compatibility mode. If you are running 64-bit
versions of these applications and do not want ACT! Premium for Web to automatically switch them to 32-bit mode, see
"Troubleshooting General Errors and Issues" on page 33.
9. Verify ASP.NET impersonation authentication is enabled.
10. Create an impersonation User Account. See the next section, "Creating a Windows Impersonation User
Account".
11. If using a firewall, enable an exception for World Wide Web services.
12. Give your Web server a static IP address and make a note of the IP address because you will need it later.
13. Gather the virtual directory names of other Web sites hosted on your Web server.
14. Depending on your operating system, you may need to complete the following tasks:
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For Windows XP – Disable Simple File Sharing.
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For Windows Vista – If you use Windows Vista as a Web server to host ACT! Premium for Web,
change the "sleep mode" setting to Never.
Administrator's Guide
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Creating a Windows Impersonation User Account
Creating a Windows Impersonation User Account
The following explains how to create an impersonation user account.
Note: The steps may differ according to your operating system.
Steps: Create a Windows impersonation user account
1. On the server desktop or from the Windows Start menu, right-click My Computer. Then, click Manage.
Note: On Windows Server 2008, use the Server Manager>Configuration menu to access Local Users and Groups.
2. In the Computer Management (or Server Manager) dialog box, expand Local Users and Groups.
3. Click the Users folder.
4. To create the user account, from the Action menu, click New User.
a. Type a User name (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.
Note: Remember the User name and password because you will need it later when you set up access to an ACT!
database.
5. To add the user to a group that has access permissions, right-click on the name of the user you created. Click
Properties.
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.
6. Close all dialog boxes.
Next Step(s)
New Users: Install ACT! Premium for Web 2010. See the ACT! by Sage Premium 2010 Installation Guide. Refer to the
section "Installing ACT! for the First Time".
Upgrading Users: Prepare your database for upgrade or conversion. See the ACT! by Sage Premium 2010 Installation
Guide. Refer to the section "Installing ACT! for Upgrading Users".
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ACT! by Sage Premium for Web 2010
Chapter 3: Configuring Access to ACT! Premium for Web
Before your users can access ACT! Premium for Web, you must use the Web Site Administration tool to configure
access to the database. You must also ensure the user's Web browser meets the requirements for your Web site and
accessing features in ACT! Premium for Web.
Important: Before configuring access, you must have followed the steps in the ACT! by Sage Premium 2010 Installation Guide for
New or Upgrading users.
This chapter explains:
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About the Web Site Administration tool and how to set up ACT! Premium for Web.
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About user access to ACT! Premium for Web.
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Setting up sharing for preferences across Web servers.
About the Web Site Administration Tool
The Web Site Administration tool has four tabs you use to configure ACT! Premium for Web:
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Web Server tab – Test your ASP.NET user account configuration.
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User Account tab – Specify and test the impersonation user account.
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Add/Remove Database tab – Assign an ACT! Premium for Web database to a virtual directory. You can also remove
access for a database on this tab.
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Options tab – Change the session timeout limit for all users.
The Web Site Administration tool does the following:
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Encrypts the user name and password.
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Sets up ASP.NET impersonation using the specified user.
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Verifies that the impersonation user can access the required ACT! Premium files and folders.
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Verifies that the ASP.NET process account has access to the registry key required to run ACT! Premium.
The default virtual directory is called "apfw". Users access ACT! Premium by adding this virtual directory name to the
URL of your Web server. For example, if the name of your Web server URL is "salesweb," users access the software at
"http://salesweb/apfw ." Assigning databases to this virtual directory gives users a database to log on to when they
access the software. You can test whether your configuration can access the files and folders required for ACT!
Premium. You should do this whenever you change the configuration.
Setting Up ACT! Premium for Web Access
The next section includes the steps to configure access to ACT! Premium for Web using the Web Site Administration
tool. You do not need to exit the tool to access the tabs during the configuration process.
You must validate that an ASP.NET process account exists and is correctly configured on your Web server.
Note: To access this feature, you must be running Windows as an administrator or disable User Access Control (UAC).
Steps: Test your ASP.NET user account
1. From 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.
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 more
information, see "Appendix D: Troubleshooting ACT! Premium for Web" on page 23.
Note: The system displays an informational message if SharePoint® software exists on the Web server. You may need to
modify your Web configuration. See Microsoft’s online Help or the ACT! Knowledgebase for more information.
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3. Correct any errors and repeat step 2 until the Web server test is successful. The test must be successful before
you can access the User Account tab.
Administrator's Guide
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Chapter 3: Configuring Access to ACT! Premium for Web
You must specify and test the ASP.NET impersonation user account before you can set up a virtual directory and
database.
Steps: Specify and test the impersonation user
1. On the User Account tab, click Edit.
Note: You may receive an error message if 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. Check with your system administrator,
correct the errors, and try again.
2. From the Windows Domain list, select the domain for your impersonation user. (Your domain may already
appear in the list).
3. Type the Windows impersonation user account user name and password. Click OK.
4. 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 more information, see
"Appendix D: Troubleshooting ACT! Premium for Web" on page 23.
5. If necessary, correct any errors and repeat the steps until the test is successful. The test must be successful
before you can access the Add/Remove Database tab.
Next, you must assign an ACT! Premium database to a virtual directory.
Steps: Assign a database to a virtual directory
1. On the Add/Remove Database tab, from the Web site list, select the name of your Web server.
A list of available virtual directories appears in the Virtual directories box.
Note: Only virtual directories associated with an ACT! Premium for Web installation appear. In environments where
you host multiple installations of ACT! Premium for Web, the list may have more than one virtual directory.
2. In the Virtual directories box, select the virtual directory to configure. Click Add.
3. Browse to the ACT! Premium database to associate with your selected virtual directory. Click OK.
4. When prompted to log on, enter your user name and password. Click OK.
5. 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 more information, see
"Appendix D: Troubleshooting ACT! Premium for Web" on page 23.
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 the ACT! Web site. The default setting is 20 minutes. For security purposes, we recommend a maximum
limit of two hours. Also, all users should be logged off before changing the session timeout limit.
Steps: Change the session timeout limit
1. On the Options tab, from the Session timeout list, select a timeout limit.
2. Click Apply.
3. A message appears. Click Yes to continue.
4. Click Close.
Microsoft IIS services are automatically restarted so the new session timeout limit can take effect.
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ACT! by Sage Premium for Web 2010
How Users Can Access ACT! Premium for Web
How Users Can Access ACT! Premium for Web
You must add users in an ACT! Premium database and assign them a user role. You can also set a temporary password
that each user must change when they log on the first time. For more information on adding users, see the section
"Adding Users" in the ACT! by Sage Premium 2010 Installation Guide. or Help.
Then, you provide your users the Web address to access ACT! Premium for Web. This address consists of the virtual
directory name appended to your site URL.
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 machine
name of the Web server. In the two examples below, that name is “salesweb” and “teamwebserver.”
Examples are:
●
http://salesweb/apfw, where “salesweb” is your site URL, and “apfw” is the virtual directory name
●
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, you
must 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.sage.com."
Examples are:
●
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
●
http://12.129.78.35/act, where "12.129.78.35" is the external IP Address
●
http://www.sage.com/apfw
Note: An external IP address or URL is also required to use Outlook integration from outside the network. For more information,
see "About using Microsoft Outlook e-mail while in the ACT! application" in Help.
Setting up external Internet access to the Web site for the software requires additional configuration. Refer to Microsoft
IIS Help or contact your network administrator or ISP for assistance.
Setting Up Shared User Preferences Across Web Servers
The following explains how to set up shared user preferences across Web servers.
Steps: Set up shared user preferences
1. Identify the Web servers that host ACT! Premium.
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 C:\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 Preferences Shared Network Folder entry shown below.
...
<!-Shared network folder to store preferences (cluster setup)Leave this value empty if
single web server
-->
<add key="PreferencesSharedNetworkFolder" value="" />
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How Users Can Access ACT! Premium for Web
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" /> ...
c. Save and close the web.config file.
5. Repeat Steps 4a-c on the remaining Web servers in the cluster.
Note: If all Web servers in the cluster use the same configuration, you can copy the web.config file modified in Steps 4a -c to
the other Web servers. Alternatively, you can use the Windows Distributed File Services (DFS) to replicate one web.config
file across all Web servers. See the Windows documentation for instructions on using DFS.
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ACT! by Sage Premium for Web 2010
Chapter 4: Integrating ACT! Premium for Web with Other Applications
You can integrate ACT! Premium for Web with Microsoft Outlook, Word, and Excel. Integration with Outlook and
Word requires some configuration by the Administrator and users. Integration with Excel does not require
configuration.
This chapter explains how:
●
The Administrator must edit the web.config file to allow users access to Outlook from outside the network.
●
Users download components to integrate ACT! Premium for Web with Outlook and Word.
Editing the Web.config File for Outlook Integration
The following steps explain how to edit the web.config file 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.
Steps: Edit the web.config file
1. Open Notepad
2. From the File menu, click Open.
3. Navigate to the APFW folder on the server where ACT! Premium for Web is installed. Select the web.config
file. Click Open.
4. Locate the Act.Web.OutlookWebServiceAddress parameter, which looks similar to the following:
<add key="Act.Web.OutlookWebServiceAddress" value="http:/ /www.xxx.com:8080/apfw"/>
5. Replace the text following "value=" with the IP address or domain name for the ACT! Premium for Web site.
6. From the File menu, click Save.
After you edit the web.config file, users can download and install the Outlook integration components as described in
the next section.
Installing Components to Use Outlook
The following explains how users need to install components to integrate Outlook features such as adding ACT! address
books in Outlook and recording histories.
Note: This feature is not available using the Safari Web browser.
Steps: Install components
1. Close Outlook.
2. Open ACT!.
3. From the Tools menu, click Preferences.
4. Click the E-mail hyperlink.
5. In the E-mail Preferences dialog box, in the Microsoft Outlook integration box, click the Download button.
Note: If users cannot download the integration component, check to see if the ACT! Premium site's URL is added to your
Trusted Sites zone.
6. When asked whether to run or save the file, click Run. When the security warning appears, click Run again.
7. Select the folder to extract (unzip) the files to. Click OK.
8. When the success message appears, click OK.
9. In the Open File - Security Warning dialog box, click Run.
The InstallShield Wizard checks your system for supported Outlook versions, verifies that you have not already
installed the program, and checks for enough space on your hard drive for the program.
10. When the Welcome page appears, read the text. Click Next.
The wizard install the program.
Administrator's Guide
11
Installing Components to Use Word
11. Click Finish.
12. Click OK.
After installing the integration components, users can add up to three ACT! Premium for Web databases as
address books in Outlook. Users can also set preferences for recording history and attaching Outlook messages
to ACT! contacts. For more information, see Help.
Installing Components to Use Word
The following explains how users need to install components so they can use Microsoft Word to create letters and
other documents from ACT!.
Note: This feature is not available using the Safari Web browser.
Steps: Install components
1. Close Word (if it is open).
2. Open ACT!.
3. From 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 users cannot download the integration component, check to see if the ACT! Premium site's URL is added to
your Trusted Sites zone.
7. When asked whether to run or save the file, click Run. When the security warning appears, click Run again.
8. Select the folder to extract (unzip) the files to. Click OK.
9. When the success message appears, click OK.
10. In the Open File - Security Warning dialog box, click Run.
The InstallShield Wizard checks for Outlook versions, verifies this is the first install of the program, and checks
for hard drive space for the program.
11. When the Welcome page appears, read the text. Click Next.
The wizard install the program.
12. Click Finish.
13. Click OK.
12
ACT! by Sage Premium for Web 2010
Appendix A: Glossary
Administrator user
An ACT! security role assigned to a user who can access all areas of the application and perform all functions.
The process of allowing users to access your Web site through an Internet Guest Account, eliminating the need for local
credentials.
application pool
A group of one or more URLs served by a worker process or a set of worker processes. Application pools set
boundaries (level of isolation) between Web applications.
ASP.NET process account
The Windows-managed account under which ASP.NET applications run. This account has minimal security and file
access permissions.
authentication
Method designed to allow a Web browser, or other client program, to provide credentials (in the form of a user name
and password) when making a request between a client and server.
backup file
A copy of data made to archive or safeguard files. Backing up files can prevent loss if the original is damaged or
destroyed.
Browse user
A security role assigned to a user who can only view or print information, run queries, and access certain areas of the
application.
conversion
The process of changing data from one file format to another. For example, data in an ACT! 6.x (2004) database is a
different format than in the current version of ACT!; therefore, the ACT! 6.x (2004) data requires conversion to an
ACT! 2010 format.
credentials
Used to control access to information and resources.
data storage
A general term for the storage of all ACT! data. Data storage includes the database files and supplemental files, such as
layouts and templates.
domain
A group of computers that can be accessed and administered with a common set of rules. Such as, all local computers
networked within the same domain so that each computer can be accessed from other computers within the domain or
located from a central server.
firewall
A security system, such as a program or computer it runs on, that protects an organization’s resources of one network
from users on other networks.
IIS Lockdown Wizard
A tool for Windows XP that protects your Web server from common security vulnerabilities.
impersonation
Allows IIS to run a Web application under a different set of credentials than the default Web permissions.
impersonation user account
A user-specified account under which ACT! Premium for Web runs. Since this account needs access to both application
and database supplemental files, it requires additional security and file access permissions.
Internet Guest Account
Also known as IUSR, this user account allows Internet users to access your Web site without having credentials on the
Web server.
IP Address
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13
Appendix A: Glossary
The numeric address of a computer, in the format used on the Internet.
ISP
Acronym for Internet Service Provider. A commercial, educational, or government institution providing individuals
and companies access to the Internet.
multiuser
An environment where more than one person can use a database. In a workgroup environment, several people access
the database simultaneously through communication facilities or network terminals.
multiple-server configuration
The ACT! Premium for Web application and database are on different servers.
.NET Framework
Microsoft application development platform used for creating Windows and Web applications using different
programming languages.
preferences
Settings for the ACT! application and database to behave a certain way. Some preferences are set by users and some
are set by the ACT! Administrator.
Secured Sockets Layer (SSL)
A protocol for transferring private documents via the Internet.
security levels
Defined by user roles, these determine each user’s access to information and functionality in a system. In a multi-user
environment, security is controlled by a combination of record ownership, each user’s role, and record access setting.
There are five ACT! user roles (Administrator, Manager, Standard, Restricted, Browse). These may be further defined
by the operating system’s security.
server
A computer or a software package that provides a specific service to client software running on other computers.
Server can refer to a piece of software, such as SQL Server®, or to the machine on which the software is running.
session timeout limit
This parameter controls how long users can be idle and remain logged on to the ACT! Web site. After the specified
time, idle users are automatically logged off. The default timeout limit is 20 minutes.
single-server configuration
The ACT! application and database are on the same server.
static
Items that are fixed and cannot be changed unless by user interaction.
supplemental files
Files such as templates, layouts, reports, Dashboards, and e-mail attachments. ACT! supplemental files are categorized
as database supplemental files (stored and backed up with the database) and personal (user-based) supplemental files.
synchronization
The process of maintaining multiple copies of the same data in different places, by tracking the changes to the data in
each place and transporting those changes between databases. Synchronization occurs between a main database and
remote databases.
URL
An acronym for Uniform Resource Locator. An address that is used by a Web browser to locate a Web or FTP site
user
An individual who can access a database. Users are assigned a role that limits the features and data they can access.
user roles
14
ACT! by Sage Premium for Web 2010
Appendix A: Glossary
A designation that determines access and permissions within the application and database. The ACT! user roles are:
Administrator, Manager, Standard, Restricted, and Browse.
virtual directory
A pointer to physical content stored on a local computer or in shares on remote computers. Use a virtual directory to
include content that does not physically reside on your site's or application's directory.
Web server
A computer running a server-class operating system, such as Windows 2003 Server, that hosts and provides access to
your Web site.
Windows Integrated Authentication
The process of checking network credentials when users access your Web site.
worker process
An Internet Information Services (IIS) worker process is an executing process which runs Web applications and is
responsible for handling requests sent to a Web Server for a specific application pool.
workgroup
A group of users sharing computer data, often over a local area network (LAN).
Administrator's Guide
15
Appendix B: About Securing ACT! Premium for Web
As with any software available on a network or over the Internet, you should take precautions to secure the data. The
amount of security you require for ACT! Premium for Web depends on the Windows operating system you use.
This section explains:
●
Security considerations.
●
Recommendations for securing your operating system.
●
Recommendations for securing your Web server and database.
●
Additional methods for increasing your security.
Security Considerations
If you decide to secure ACT! Premium, consider the following:
●
Will your ACT! Premium database reside somewhere other than the server where you will install ? If so, you must
give your impersonation user account access to the supplemental files on that server.
●
If you install ACT! Premium on a Web server that hosts other sites, are there virtual directories or virtual servers for
other Web sites on the Web server? Your ACT! Premium installation must have a unique virtual directory or virtual
server name.
●
To secure user data for the software and other Web sites, will you use folder permissions or other security methods?
Note: For optimal security, install ACT! Premium on a dedicated Web server.
Recommendations for Securing Your Operating System
Consider the following recommendations for securing ACT! Premium for Web on your operating system:
●
Windows XP – Is not typically used for a production deployment of ACT! Premium for Web. If you are using
Windows XP with IIS 5.1, we recommend using it in small-scale deployments that are exposed only to your
company’s intranet.
Note: You can use the Microsoft IIS Lockdown Wizard to quickly create a secure environment for your Web site. The
Lockdown Wizard increases security by disabling or removing access to unused features on your Web server. You can
download the IIS Lockdown Wizard from www.microsoft.com.
●
Windows Vista – Is not typically used for a production deployment of ACT! Premium for Web. If you are using
Windows Vista with IIS 7.0, we recommend using it in small-scale deployments that are exposed only to your
company’s intranet. Because Windows Vista is not a server-class operating system, Microsoft limits the number of
network connections to 10. ●
Windows Server 2003 and 2008 – IIS 6.0 in Server 2003 and IIS 7.0 in Server 2008 run in inherently secure
environments. To maintain this security, use only the default settings and restore any security features you removed
in IIS 6.0 or 7.0.
Recommendations for Securing Your Web Server and Database
For improved overall security, you can implement the following on the Web server to secure your database:
●
Antivirus software
●
Firewall software - When you install the software, you open a port that allows external connections on your Web
server. For most deployments this will be port 80, which is the standard port for the HTTP protocol.
●
If you use the integrated Windows Firewall, enable an exception for World Wide Web Services (HTTP).
●
If you use a custom port for your ACT! Premium for Web site, you must provide an exception for that port.
●
Microsoft Windows Update
●
Port blocking
To further secure your data, you can move ACT! Premium for Web databases and supplemental files to a server other
than your Web server or to a separate disk drive of your Web server.
Administrator's Guide
17
Appendix B: About Securing ACT! Premium for Web
Note: Do not install ACT! Premium for Web on a domain controller. Domain controllers handle a large amount of network traffic,
which may reduce the performance of ACT! Premium. In addition, your domain controller should be housed in a secure location
that does not host a Web site available on the Internet.
Additional Methods for Increasing Your Security
The following section describes additional methods you can use to increase security in your ACT! Premium for Web
environment.
Authentication in IIS
Authentication uses passwords, digital certificates, smartcards, and so on to verify the identity of a user logging on to
your network.
By default, Anonymous access authentication is enabled for the APFW virtual directory. This type of authentication
requires users to enter credentials at the logon page to access ACT! Premium for Web databases. When a user tries to
connect to your Web site, IIS assigns the connection to the IUSER_ComputerName account (Windows XP, 2003, and
2008) or IIS_IUSR_ComputerName (Windows Vista), where ComputerName is the name of the server on which IIS is
running. The IUSR_ComputerName or IIS_IUSR_ComputerName account must be enabled for anonymous access
authentication to work.
You can also use Windows Integrated authentication. This type of authentication requires users to enter credentials
before they can access the ACT! Premium for Web site logon page. For more information, see Microsoft’s
documentation.
If you do not use Anonymous access authentication, disable the feature in IIS and enable Windows Integrated
authentication.
Secured Sockets Layer
Secured Sockets Layer (SSL) uses an encryption key to encrypt data you send over the network. The data is decrypted
for use in the software. Any data you transmit between the Web server and the client without SSL may be intercepted.
To use SSL, you must obtain a Web server certificate from a certificate services vendor. Then, configure your Web site
to use that certificate. Once configured, 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:
●
If your Web server only hosts ACT! Premium for Web, you can use SSL to secure the entire Default Web Site. The
ACT! Premium for Web logon page and all child pages will be secured with SSL. You must precede all URLs with
"https" rather than "http."
●
If other Web pages are hosted on your Web server, you can use SSL to secure only the virtual directory where the
ACT! Premium for Web software logon page is set up. The logon page and all pages within ACT! Premium for Web
will be secured with SSL. You must precede all URLs with "https" rather than "http."
●
You can use SSL to secure specific folders or pages, for example, only the logon page. To see the folders and files,
expand the virtual directory where the software is set up.
●
If you use SSL, you must add an exception for port 443 (the default port for SSL).
Internet Protocol Blocking
You can block specific Internet Protocol (IP) addresses, or ranges of them, to keep people from accessing your ACT!
Premium for Web site. Most firewalls and routers include the ability to set up IP blocking.
Log Files to Isolate Security Issues
Logging helps you determine if the Web server security is compromised. Ensure that logging is enabled in your
Default Web Site Properties. Logs show you the activity on your site including date, time, the IP address, and the
affected area of any unauthorized requests. For example, if someone executes an unauthorized command on your
Web server, you can view the log for the command and the user account that executed it.
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ACT! by Sage Premium for Web 2010
Appendix B: About Securing ACT! Premium for Web
IIS provides extensive logging options that are separate from the traditional Event Viewer in Windows. The default
format for IIS logs is W3C Extended Log File Format. We recommend this format because IIS lets you set options for
what you want to log. You can switch formats at any time without affecting past logs.
For more information on logging, see Help in IIS.
Administrator's Guide
19
Appendix C: About Using Application Pools to Isolate ASP.NET Web
Applications
This section explains:
●
What application pools are.
●
Considerations when customizing application pools with IIS 6.0 or IIS 7.0.
●
Guidelines for configuring application pools.
Note: Application pools are not available using IIS 5.x. You must use IIS 6.0 or later.
What Are Application Pools?
Application pools can be used to isolate ASP.NET Web applications. An application pool can help to increase the stability
and security of your application. 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.
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.
Considerations When Customizing Application Pools
To customize the default predefined application pool or to set up a new application pool, note the following
considerations for the version of IIS you use.
IIS 6.0
●
One predefined application pool. ACT! Premium for Web is assigned to the default predefined application pool
named DefaultAppPool. You can customize this pool to isolate your applications.
●
The identity of the application pool must be a member of the IIS_WPG group. (Network Service is already a member
of this group.)
●
The maximum number of worker processes must be set to 1. (ACT! does not support multiple worker processes.)
IIS 7.0
●
Two predefined application pools: DefaultAppPool running in Integrated mode and Classic .NET AppPool running in
Classic mode.
Note: ACT! Premium for Web works in both modes, however, we recommend running in Integrated mode.
● The default identity for both application pools is Network Service. The identity of the application pool must be a
member of the IIS_IUSRS group. (Network Service is already a member of this group.)
●
The maximum number of worker processes must be set to 1. (ACT! does not support multiple worker processes.)
Application Pool Configuration Guidelines
Use the following guidelines when configuring application pools:
●
Select the Use Default Settings option when creating an application pool. Otherwise, users may receive errors or be
disconnected when accessing the ACT! Premium for Web site.
Note: If you must change the default settings for IIS, first configure ACT! Premium for Web to the default settings. After your
site passes all tests in the Web Site Administration tool, make the changes to IIS.
●
For enhanced security, configure a unique user account (process identity) for each application pool. Use an account
with the least user rights possible, similar to the Network Service account in the IIS_WPG group.
●
If both a test version and a production version of an application exist on the same server, isolate each version into a
different application pool.
For more information about customizing application pools, see Microsoft’s documentation.
Administrator's Guide
21
Appendix D: Troubleshooting ACT! Premium for Web
This appendix helps you identify solutions to:
●
Web Site Administration tool errors.
●
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 ASPNET 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.
To access the Knowledgebase:
●
From the Welcome page, under Support & Services, click Online 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 for Web to run.
Cause:
●
Sharepoint was detected on the Web Server. Some installations of SharePoint modify the
default Web site and ASP.NET service configuration.
Solution:
●
You many need to perform additional steps for the ACT! Web site to function. See the
ACT! Knowledgebase.
The ASP.NET process account does not exist or is not configured properly.
Causes:
●
The ASP.NET service is not available.
●
Non-default IIS settings, such as an assigned IP address or host headers are configured.
●
Read permissions are not set.
Solutions:
●
Verify that the ASP.NET service is available.
●
Verify the configuration of the ASP.NET process account.
●
Manually configure users and permissions as described in Knowledgebase Article
#14867.
User Account Tab
ACT! is 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:
●
The Windows domain information is unavailable
Solution:
●
See your network administrator to verify you have access to the domain.
Administrator's Guide
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Appendix D: Troubleshooting ACT! Premium for Web
The ASP.NET process does not have permission to access or run ACT! Premium for
Web.
Cause:
●
The ASP.NET process account does not have the permissions on the Web server to run
ACT! Premium for Web.
Solution:
●
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.
The impersonation user account does not have access to files and folders required
to run ACT! Premium for Web on your Web server.
Cause:
●
The Access to program files and folders or registry permissions required to run ACT!
Premium for Web has not been granted to the impersonation user account.
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! Premium for Web files and folders
on the server.
The Windows user account information you have entered is invalid. Please check the
user name and password and try again.
Causes:
●
The Windows user name or password you entered does not exist in the selected
Windows domain.
●
The option to force users to change their password at logon has been selected.
Solutions:
●
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 "Preparing to Install ACT!"
●
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 for Web.
Solution:
●
Verify that the user has the appropriate permission to access all ACT! Premium for Web
files and database supplemental files on the server.
The Web page fails to load after selecting a Web site and virtual directory.
Causes
24
ACT! by Sage Premium for Web 2010
Troubleshooting General Errors and Issues
The Web page fails to load after selecting a Web site and virtual directory.
●
Various.
Solutions:
●
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:
●
The password for the impersonation user account was changed or has expired.
●
New software or services, such as SharePoint or Active Directory, were
installed on the Web server.
●
The application pool where the ACT! Premium for Web virtual directory runs
was modified.
●
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. ●
If you just successfully executed the tests on the Web Server and User Accounts tabs,
restart IIS on the Web server as described in Knowledgebase Article #16515.
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:
●
To continue with the installation, you receive a prompt to let ACT! switch your 64bit IIS and ASP.NET applications to 32-bit compatibility mode. You do not want
ACT! to automatically switch the mode. The Web page fails to load after selecting a
Web site and virtual directory.
Reason:
●
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:
●
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 for Web, Internet Synchronization
and any other 32-bit IIS and ASP.NET applications.
Problem:
●
You receive the message: "Web site is not running."
Reason:
●
IIS may not be running.
Solution:
●
Verify that IIS and the default Web site are running.
Administrator's Guide
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Troubleshooting General Errors and Issues
Problem:
●
Errors appear on a remote browser, but not while using the browser on the server.
Reasons:
●
Pop-up blockers are enabled.
●
The Web site is not a trusted site on client machines.
●
Your Internet security software does not allow access.
Solution:
●
Disable pop-up blockers in Internet Explorer.
●
Add the Web site to the list of trusted sites on all client machines.
●
Shut down the Internet security software to allow access.
Problem:
●
You receive the message: "Error reading the password from the registry."
Reasons:
●
Insufficient rights to the HKLM\Software\AspNet Process key in the registry.
●
Insufficient rights on the database folder.
Solutions:
●
Various. See Knowledgebase Article #15164.
Problem:
●
You receive the message: "400 - Bad Request" or "404 - File not found"
Reason:
●
The Web Site Administration tool tests the site using "localhost."
Solution:
●
If the ACT! Premium for Web site is configured to use an IP address, it will not use
"localhost".
Problem:
●
You receive the message: "500 - Internal server error".
Reason:
●
Windows Server 2003 contains a section of IIS that deals with Web service extensions.
Solution:
●
Make sure that ASP.NET version 2.0.50727 is set to Allowed.
Problem:
●
You can access the Web site internally, but not externally.
Reason:
●
Your router may not be configured correctly.
Solution:
26
ACT! by Sage Premium for Web 2010
Troubleshooting General Errors and Issues
Problem:
●
You can access the Web site internally, but not externally.
●
Ensure your router is forwarded to port 80. For more information, see your router
documentation.
Problem:
●
You receive the message: "403 - Forbidden".
Reason:
●
You do not have permission to access a file.
Solutions:
●
Ensure the impersonation user is a Windows Administrator.
●
If you created a custom virtual directory, ensure the Read and Run Scripts (such as ASP)
are enabled. See Knowledgebase Article #14868.
Administrator's Guide
27
Index
M
A
accessing the Web site
ACT! Premium for Web
differences from ACT! Premium
Active X security
anonymous access authentication
application pools
about
configuration guidelines
customizing
ASP.NET impersonation account verification
ASP.NET impersonation user
authentication
B
browser requirements
Class.NET
configurations
multiple-server installation
single-server installation
configuring access
databases
assigning to virtual directories
locating
DefaultAppPool
deploying
in single server configurations
C
D
21
21
21
7
8
18
i
1
1
7
8
5
21
E
F
File Transfer Protocol
firewall
in multiple hosted environments
I
impersonation
for single server configurations
in multiple-server configurations
impersonation account verification
impersonation user
installation
on multiple servers
integration
with Word
Internet Explorer requirements and limitations
Internet Information Server (IIS)
application pools
J
location of databases
ii
i
18
21
e-mail
installing components to use Outlook
enable cookies
enable JavaScript
examples of IP addresses for Web site access
examples of URLs for Web site access
external access for Outlook integration
JavaScript
enabling for Safari browser
9
L
2
11
i
i
9
9
9
2
2
2
2
7
8
1
12
i
Microsoft Word
installing integration components
multiple-server configuration
N
Network News Transfer Protocol
O
Outlook
installing components for integration
Outlook integration
allowing access outside network
P
preferences
sharing across Web servers
S
Safari
accept cookies
Safari requirements and limitations
security in IIS
setting up
Outlook integration
Word integration
SharePoint issues
single-server configuration
specifying the impersonation user
2
11
11
9
i
i
18
T
testing impersonation user account
troubleshooting
general errors and issues
Web Site Admin tool errors
Trusted Sites zone
11
12
7
1
8
8
U
users
accessing the Web site
12
1
V
validating an ASP.NET impersonation account
virtual directories
assigning databases to
W
Web site access
from inside common networkfrom outside common network
Web Site Admin tool
web.config file
editing for Outlook access
Windows Integrated authentication
Word integration component
word processor
installing Word integration components
25
23
i
9
7
8
9
9
7
11
18
12
12
21
i
1
Administrator's Guide
29