Entourage 2004 10.3.6 - Error (-8738) - anyone solve it?

[tvstrategies]

Hello-

I tried to send an email with an attachment out of Entourage and it
crashed. repeated attempts at sending the same email kept producing
this dialog box in Entourage with multiple send attempts:

"The action could not be completed. An unknown error (-8738)
occurred."

Ultimately, Entourage crashed.

I just updated Entourage to 10.3.6 and just rebuilt the database in an
effort to solve this, but the problem persists. The computer is brand
new - 15" Macbook Pro Intel 2.4ghz. Computer and software version
data are listed below. I have the full error details saved to a
document on my hard drive.

If anyone is listening out there - I'd love to hear from you for
troubleshooting!

Thank you

Steve Hawley
+1 206 930 2701 (cell)
(e-mail address removed)

----------

Date/Time: 2007-07-12 13:52:37.284 -0700
OS Version: 10.4.10 (Build 8R2232)
Report Version: 4

Command: Microsoft Entourage
Path: /Applications/Microsoft Office 2004/Microsoft Entourage
Parent: WindowServer [57]
Rosetta: Yes
Version: 11.3.6 (11.3.6 (070618), © 2004 Microsoft Corporation. All
rights reserved.)
PID: 215
Thread: Unknown
Exception: EXC_BAD_ACCESS (0x0001)
Codes: KERN_PROTECTION_FAILURE (0x0002) at 0x0000000c

(followed by about 10 pages of codes)

Model: MacBookPro3,1, BootROM MBP31.0070.B02, 2 processors, Intel Core
2 Duo, 2.4 GHz, 2 GB
Graphics: GeForce 8600M GT, GeForce 8600M GT, PCIe, 256 MB
Memory Module: BANK 0/DIMM0, 1 GB, DDR2 SDRAM, 667 MHz
Memory Module: BANK 1/DIMM1, 1 GB, DDR2 SDRAM, 667 MHz
AirPort: spairport_wireless_card_type_airport_extreme (0x168C, 0x87),
1.1.8.5
Bluetooth: Version 1.9.0f8, 2 service, 0 devices, 1 incoming serial
ports
Network Service: AirPort, AirPort, en1
PCI Card: pci168c,24, sppci_othernetwork, PCI Slot 5
Serial ATA Device: FUJITSU MHW2160BHPL, 149.05 GB
Parallel ATA Device: HL-DT-ST DVDRW GSA-S10N
USB Device: Built-in iSight, Apple Inc., Up to 480 Mb/sec, 500 mA
USB Device: Apple Internal Keyboard / Trackpad, Apple Computer, Up to
12 Mb/sec, 500 mA
USB Device: IR Receiver, Apple Computer, Inc., Up to 1.5 Mb/sec, 500
mA
USB Device: Bluetooth USB Host Controller, Apple, Inc., Up to 12 Mb/
sec, 500 mA

 

[Steve Ball]

tvstrategies:

Hello-

I tried to send an email with an attachment out of Entourage and it
crashed. repeated attempts at sending the same email kept producing
this dialog box in Entourage with multiple send attempts:

"The action could not be completed. An unknown error (-8738)
occurred."

I've seen this and, for me, it's always been fixed by removing and
reattaching the attachment.

HTH,
Steve = : ^ )

 

[tvstrategies]

Thanks for the reply - I tried this, and alas, did not work. I manage
multiple email addresses from Entourage and I tried sending with and
without attachments, to and from different (and the same) email
addresses. Yes, it seems to relate to the attachment, but your
suggestion of removing & reattaching did not work. That's what I
tried and it crashed Entourage.

In fact, now, Entourage won't load the database at all, so I'm in the
middle of rebuilding the database...

 

[Diane Ross]

In fact, now, Entourage won't load the database at all, so I'm in the
middle of rebuilding the database...

Create a new Identity in Entourage and try sending the attachment from a
clean database.

 

[tvstrategies]

Hi Diane, Thanks for the suggestion. Just tried it, and it didn't
solve the problem

I will send you an email offline (reply to author) in a moment.

- Steve

 

[Diane Ross]

I will send you an email offline (reply to author) in a moment.

Make sure to remove 'invalid' from my address before sending, or use this
link to contact me.

Click on the Newsgroup Support link.

<http://www.entourage.mvps.org/support_options/email.html>

 

[Steve Ball]

tvstrategies:

Thanks for the reply - I tried this, and alas, did not work. I manage
multiple email addresses from Entourage and I tried sending with and
without attachments, to and from different (and the same) email
addresses. Yes, it seems to relate to the attachment, but your
suggestion of removing & reattaching did not work. That's what I
tried and it crashed Entourage.

I believe Entourage makes a copy of attachments and sends the copy. Try
renaming the original file, or making a copy of it, and attaching _that_.

I know I've fixed this one before.

 

[tvstrategies]

Hi - I <wanted> to rename the attachments in the 'Entourage Temp'
directory, but it wouldn't even let me get that far: as soon as I
open Entourage, it looks to servers for email and after it receives a
few emails, it crashes. I re-launched and opened an email that was
already in my inbox. After reading it, I hit 'reply' and got this
error message "The action could not be completed. An unknown error
(16008) occurred. (OK)." After hitting OK, Entourage stayed running.
I tried to close the email message and got the same error message.

So, summary, several errors now: the (-8738), the crash when fetching
email, and the 16008 when trying to act on an open email.

 

[tvstrategies]

Hi - I <wanted> to rename the attachments in the 'Entourage Temp'
directory, but it wouldn't even let me get that far: as soon as I
open Entourage, it looks to servers for email and after it receives a
few emails, it crashes. I re-launched and opened an email that was
already in my inbox. After reading it, I hit 'reply' and got this
error message "The action could not be completed. An unknown error
(16008) occurred. (OK)." After hitting OK, Entourage stayed running.
I tried to close the email message and got the same error message.

So, summary, several errors now: the (-8738), the crash when fetching
email, and the 16008 when trying to act on an open email.

 

[tvstrategies]

Hi - I <wanted> to rename the attachments in the 'Entourage Temp'
directory, but it wouldn't even let me get that far: as soon as I
open Entourage, it looks to servers for email and after it receives a
few emails, it crashes. I re-launched and opened an email that was
already in my inbox. After reading it, I hit 'reply' and got this
error message "The action could not be completed. An unknown error
(16008) occurred. (OK)." After hitting OK, Entourage stayed running.
I tried to close the email message and got the same error message.

So, summary, several errors now: the (-8738), the crash when fetching
email, and the 16008 when trying to act on an open email.

 

[tvstrategies]

Good morning - As Steve Bell suggested, I tried to rename attachments
(in Entourage temp) and that did not solve the problem. Still got
(-8738). Then I closed Entourage and re-opened it. After the splash-
screen, the program couldn't open the database and asked to rebuild
it, which I did. After the rebuild, I launched Entourage and it
opened a recovered version of the "bad" email. I tried to send it,
got (-8738) and Entourage crashed again.

I created a new Entourage identity as Diane suggested, didn't solve
the problem - still got (-8738).

At the end of the day yesterday, I opened Entourage, crashed again
rebuilt the database again and opened Entourage again. This time, I
closed the "bad" email and deleted it from "Drafts." Then I quit
Entourage and reopened it. It did not crash. I decided to call it a
day.

This morning, I opened Entourage and the "bad" email wasn't recovered,
nor was it in the list of 'Drafts." So I opened another message in my
inbox from earlier, and when I tried to reply to it, I got this error
message "The action could not be completed. An unknown error (16008)
occurred (ok)." I dismissed this dialog and tried to close the email
message - got the same (16008) message. So I quit Entourage, but
instead of quitting I got "The application Entourage quit
unexpectedly. Mac OS X and other applications are not affected.
Click Reopen to open the application again. Click Report to see more
details or send a report to Apple." WHen I clicked "Reopen" I got
this error message (now familiar): Entourage cannot access your data.
To attempt to fix the problem, rebuild your database (OK)"

Diane, if you are reading this, I tried to email you yesterday and not
sure if I succeeded. I copied/pasted the entire error listing from
the MacOS X error box (The application Entourage quit unexpectedly...)
in to a Word doc. I did this yesterday when this first occurred and
again this morning when it occured a few minutes ago. So now I have
30 pages (literally) of error messages; 15 pages twice.

Small world experience: I happen to live about 10 miles from Redmond
and on Monday, totally by coincidence, I participated in a Microsoft
usability study, for (get this) Entourage 2008. So I can actually go
to MSFT with my computer to replicate and try to solve this. I am
very invested in getting this fixed because it has 6 years of my
business in it. It has been 100% reliable until I switched to an
Intel MacBook this week.

I suspect that the Microsoft SQA and Dev teams would like NOT to ship
Entourage 2008 with the potential for this issue. Email me to pursue
further or call me at 206 930 2701 Thank you. - Steve

 

[tvstrategies]

Using a new Entourage identity, I attempted to send an email without
attachments, and got the -8738 error again (FYI, for those nice enough
to have been monitoring this thread and attempting to help).

So, still a problem...

 

[tvstrategies]

Problem solved: Reinstall MacOS X from Apple's distribution DVD-Rs.
Select the custom installation which does NOT install the trial
version of Office 2004. Then, go into the Applications folder and if
a trial version of Office is in there, REMOVE IT (trash). THEN,
install your full version of MS Office 2004 and use Auto-Update to
bring it to Version 10.3.6.

The original problem appeared after transferring Entourage/MS Office
from a PowerBook G4 to an MacBook Pro 15". Part of the "out of box
experience" is to connect the old computer to the new one via
FireWire, to transfer everything to the new computer. This worked
fine.

HOWEVER, the MacBook comes with a trial version of MS Office 2004 pre-
installed. Somehow, the computer launched the trial version, which
seems to have somehow compromised the full version that came over from
my old computer. It may be because the two versions were not the
same. I had updated my licensed versions to 10.3.6. The trial
version was an earlier version.

Launching from a fresh install, without any trial version on the
computer, did the trick.

Thanks (really, not sarcastically) for your help, those of you who
did!

Regards,
Steve

 

[Barry Wainwright [MVP]]

Coming into this thread late, so I didn't get a chance to contribute, but
the test Drive is well known for causing problems when the proper version is
installed over the top of it. I hope to see great improvements in this are
when Office 2008 is released.