Database Errors

[JodiG]

Version: 2008 Operating System: Mac OS X 10.6 (Snow Leopard) Processor: Intel Email Client: Exchange Hi,

We have just begun a rollout of Snow leopard 10.62 Macbooks with Office 2008. Since our rollout began about 2 weeks ago, we have gotten at least one complaint per day of users opening their Entourage to find "cannot open that identity". Found info stating to recreate the database I should delete the .com…microsot plists, MUD, and Microsoft Folder in the Preference list. That works, but….here's the strange part. For the majority (if not all) of the users with this problem there is no mirosoft folder in the plist, rather a Microsoft alias. I'm guessing that that's a clue to solving the puzzle, but not sure how that alias got there. There doesn't seem to be any pattern to users affected.
Ideas? Thoughts?

 

[Diane Ross]

We have just begun a rollout of Snow leopard 10.62 Macbooks with Office
2008. Since our rollout began about 2 weeks ago, we have gotten at least
one complaint per day of users opening their Entourage to find "cannot
open that identity". Found info stating to recreate the database I
should delete the .com…microsot plists, MUD, and Microsoft Folder in the
Preference list. That works, but….here's the strange part. For the
majority (if not all) of the users with this problem there is no
mirosoft folder in the plist, rather a Microsoft alias. I'm guessing
that that's a clue to solving the puzzle, but not sure how that alias
got there. There doesn't seem to be any pattern to users affected.
Ideas? Thoughts?

"This Identity Cannot Be Opened With This Version of Entourage"
This message usually means, for example, any Identity saved with a
12.1.0 or later version will not open in 12.0.0 or 12.0.1. Since there
was a database format change in 12.1.0 (SP1), Entourage 12.0.0 or
12.0.1 cannot open a database saved in the later version.

Once you upgrade, the Identity will open. If this is not the error, it
helps to have the exact error. Take a screen shot so you can get the error.

I'm also assuming you imported the Identity of the previous version of
Entourage. This will upgrade the Identity for use in Entourage 2008.

AFAIK, you shouldn't be aliasing the Microsoft folder in Preferences.

 

[JodiG]

Thanks Diane,

A few things I just wanted to clarify. First, these users didn't have any entourage identity before this rollout. I believe we were updated when we rolled out.

Second, the message doesn't say anything about "this version of Entourage", it just says that it cannot open this identity.

Also, we aren't trying to alias the Microsoft folder, most of the users have a regular folder, when I go to fix the problem, I see that these users have an alias. I don't know how/why the folder became aliased. I think that's part of the problem.

Thanks so much for your info. Just wanted to clarify to see if that would change any of the answers.

Jodi

 

[Diane Ross]

Second, the message doesn't say anything about "this version of
Entourage", it just says that it cannot open this identity.

Verify that it's not an older version placed in the Office 2008 Identity
folder. Something about that Identity is out of sync with what is installed.

Usually an error message will be a little more descriptive than what you
are relaying.