Entourage 2004 Crash on Send/Receive

A

Ardie Wen

Hello there,

I've been having recurring / intermittent crashes on send/receive with a
client of mine who receives on average 300-400 emails a day from various
sources.

I'm going to be as detailed as possible in the problem description and
diagnostics so please excuse the incoming wall of text. Scroll to the bottom
for crash log.

Problem / Background:

Client opens Entourage with network enabled, Entourage loads Main Window,
attempts to Send/Receive, and crashes.

Client uses two POP accounts, one for emails (mail-only hereafter), and one
to send out calendar invites (receptionist shares this account and does most
of the work here).

Client accesses both POP accounts from an office laptop, and a traveler
laptop. He also has a blackberry, but the email is forwarded in this regard,
so it is not an issue.

Client's mail-only POP account is set to leave messages on the server for 4
days to give his travel laptop and other devices a chance to also fetch the
email before deletion.

Client does NOT have client-side junk mail filtering enabled. All mail from
the server should go to the client. Spam is filtered on server-side.


Diagnostics:

Repaired all disk permissions -> No permissions needed repair.

Ran REMBER memory test from external drive -> all memory modules (2x1gb)
passed on 3 loops.

Hard drive passes basic read/write diagnostics and has sufficient room.

Rebuilt identity -> Rebuild was successful, did not resolve issue.

Disabled all network connections -> Upon opening Entourage, Main Window
loads, no crash. Issue seems to be isolated to Send/Receive function.

Disabled the mail-only POP account on S/R schedule -> Upon opening Entourage
with network connection enabled, no crash. Issue seems to be isolated to
this POP account.

Access mail-only POP account from webmail -> Successful. Can read all
messages, there are no visible "corrupt" messages or unknown senders.

Create a new identity with the same email settings as the mail-only account
-> All messages are downloaded fine.

This is where it gets weird.

When we encountered this issue last week, we did exactly the steps above
and:

1) Downloaded all messages successfully to a temporary fresh identity in
Entourage with the same pop account settings.

2) Cleared the server of all messages once they were downloaded.

3) Exported the saved messages as .mbox and reimported them into the
original identity.

4) Fired off a few test emails to the account, and performed a S/R with the
ORIGINAL identity that had issues... And it worked... For a week.

The issue happened again early this week, and I was able to resolve it with
the same fix. I'm suspecting the original identity may have some form of
corruption, even though we've rebuilt it successfully and it hasn't
complained.

I'm suspecting it may have something to do with the fact that two machines
are accessing the same POP account, and maybe when one has a network
interruption while getting the message list, it screws it up for the other
one. I'm going to keep troubleshooting, but suggestions are welcome in the
mean time.

Thanks in advance for any insight,


Ardie Wen


Crash Log:

Date/Time: 2009-08-27 10:47:30.104 -0400
OS Version: 10.4.11 (Build 8S2167)
Report Version: 4

Command: Microsoft Entourage
Path: /Applications/Microsoft Office 2004/Microsoft Entourage
Parent: WindowServer [61]
Rosetta: Yes

Version: 11.4.0 (11.4.0 (080122), © 2004 Microsoft Corporation. All rights
reserved.)

PID: 790
Thread: Unknown

Exception: EXC_BAD_ACCESS (0x0001)
Codes: KERN_PROTECTION_FAILURE (0x0002) at 0x00000030

Thread 0:
0 LaunchCFMApp 0xb813446b spin_lock_wrapper + 92201
1 LaunchCFMApp 0xb815fa34 CallPPCFunctionAtAddressInt + 148094
2 LaunchCFMApp 0xb8162601 CallPPCFunctionAtAddressInt + 159307
3 LaunchCFMApp 0xb80c805c 0xb8000000 + 819292

Thread 1:
0 LaunchCFMApp 0xb822fa6b strchr + 72
1 LaunchCFMApp 0xb81cb487 pthread_cond_wait + 3114
2 LaunchCFMApp 0xb816765e catch_exception_raise_state_identity + 318
3 LaunchCFMApp 0xb8166b9a CallPPCFunctionAtAddressInt + 177124
4 LaunchCFMApp 0xb8166a91 CallPPCFunctionAtAddressInt + 176859
5 LaunchCFMApp 0xb816775c catch_exception_raise_state_identity + 572
6 LaunchCFMApp 0xb8200c00 pthread_create + 1124

Thread 2:
0 LaunchCFMApp 0xb813446b spin_lock_wrapper + 92201
1 LaunchCFMApp 0xb815fa34 CallPPCFunctionAtAddressInt + 148094
2 LaunchCFMApp 0xb8162601 CallPPCFunctionAtAddressInt + 159307
3 LaunchCFMApp 0xb80c805c 0xb8000000 + 819292

Thread 3:
0 LaunchCFMApp 0xb813446b spin_lock_wrapper + 92201
1 LaunchCFMApp 0xb815fa34 CallPPCFunctionAtAddressInt + 148094
2 LaunchCFMApp 0xb8162601 CallPPCFunctionAtAddressInt + 159307
3 LaunchCFMApp 0xb80c805c 0xb8000000 + 819292

Thread 4:
0 LaunchCFMApp 0xb813431a spin_lock_wrapper + 91864
1 LaunchCFMApp 0xb814d4b8 CallPPCFunctionAtAddressInt + 72962
2 LaunchCFMApp 0xb80c805c 0xb8000000 + 819292

Thread 5:
0 LaunchCFMApp 0xb813446b spin_lock_wrapper + 92201
1 LaunchCFMApp 0xb815fa34 CallPPCFunctionAtAddressInt + 148094
2 LaunchCFMApp 0xb8162601 CallPPCFunctionAtAddressInt + 159307
3 LaunchCFMApp 0xb80c805c 0xb8000000 + 819292

Thread 6:
0 LaunchCFMApp 0xb80a564f 0xb8000000 + 677455
1 LaunchCFMApp 0xb809fb15 0xb8000000 + 654101
2 LaunchCFMApp 0xb80bd72e 0xb8000000 + 775982
3 LaunchCFMApp 0xb811e403 spin_lock_wrapper + 1985

Thread 7:
0 LaunchCFMApp 0xb813446b spin_lock_wrapper + 92201
1 LaunchCFMApp 0xb815fa34 CallPPCFunctionAtAddressInt + 148094
2 LaunchCFMApp 0xb8162601 CallPPCFunctionAtAddressInt + 159307
3 LaunchCFMApp 0xb80c805c 0xb8000000 + 819292

Unknown thread crashed with i386 Thread State:
eax: 0x00000008 ebx: 0xb80a5628 ecx:0x00000028 edx: 0x00000003
edi: 0x00000030 esi: 0x80d0f920 ebp:0xb039fdf8 esp: 0xb039fdc0
ss: 0x0000001f efl: 0x00010206 eip:0xb80a564f cs: 0x00000017
ds: 0x0000001f es: 0x0000001f fs:0x00000000 gs: 0x00000037

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framework/Versions/A/HIToolbox
0x9f965000 - 0x9f987fff com.apple.openscripting 1.2.7 (???)
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/OpenScript
ing.framework/Versions/A/OpenScripting
0x9f99b000 - 0x9fa72fff com.apple.CoreFoundation 6.4.11 (368.35)
/System/Library/Frameworks/CoreFoundation.framework/Versions/A/CoreFoundatio
n
0x9fab9000 - 0x9fd84fff com.apple.CoreServices.CarbonCore 682.31
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/Carb
onCore.framework/Versions/A/CarbonCore
0x9fde1000 - 0x9fde6fff libmathCommon.A.dylib
/usr/lib/system/libmathCommon.A.dylib
0x9fde8000 - 0x9ffa8fff libSystem.B.dylib /usr/lib/libSystem.B.dylib
0xb8000000 - 0xb82d6fff LaunchCFMApp
/System/Library/Frameworks/Carbon.framework/Versions/A/Support/LaunchCFMApp
0xc0000000 - 0xc000ffff com.unsanity.ape 2.0.2
/Library/Frameworks/ApplicationEnhancer.framework/Versions/A/ApplicationEnha
ncer

Translated Code Information:

Rosetta Version: 17.26
Args: /Applications/Microsoft Office 2004/Microsoft Entourage
/Applications/Microsoft Office 2004/Microsoft Entourage -psn_0_6815745
Exception: EXC_BAD_ACCESS (0x0001)

Thread 0: Crashed (0xb039fdc0, 0xb80a564f)
0x84888c40: No symbol
0x848588c4: No symbol
0x8485879c: No symbol
0x84865b14: No symbol
0x8500734c: No symbol
0x85006294: No symbol
0x84f54090: No symbol
0x84f53838: No symbol
0x850ef968: No symbol
0x850ee9d0: No symbol
0x84f5a0c4: No symbol
0x851df938: No symbol
0x84a3c8b4: No symbol
0x9fb21af0:
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/Carb
onCore.framework/Versions/A/CarbonCore : _CooperativeThread + 0x158
0x9fe14768: /usr/lib/libSystem.B.dylib : __pthread_body + 0x60
0x00000000:
/System/Library/Frameworks/Carbon.framework/Versions/A/Support/LaunchCFMApp
: + 0x0

PPC Thread State
srr0: 0x00000000 srr1: 0x00000000 vrsave: 0x00000000
cr: 0xXXXXXXXX xer: 0x00000000 lr: 0x8484835c ctr:
0x848951a0
r00: 0x848588c4 r01: 0xf03852a0 r02: 0x007bd000 r03: 0x00000028
r04: 0x0ccf81c0 r05: 0xf03852e0 r06: 0x000000d4 r07: 0x00000000
r08: 0x00024706 r09: 0x00000001 r10: 0x00000000 r11: 0x51eb851f
r12: 0x00000198 r13: 0x00000000 r14: 0x00000000 r15: 0x00025d5d
r16: 0x00054600 r17: 0x8548e8f8 r18: 0x007d6138 r19: 0x00000000
r20: 0x018bce00 r21: 0x184d9cf0 r22: 0x00000001 r23: 0x00000001
r24: 0x00001c47 r25: 0x00001c47 r26: 0x00000001 r27: 0x00000001
r28: 0xf03854e0 r29: 0xf03854e4 r30: 0x19d323a0 r31: 0xf0385428

Thread 1: (0xb021c7fc, 0xb813446b)
0x00000000:
/System/Library/Frameworks/Carbon.framework/Versions/A/Support/LaunchCFMApp
: + 0x0
0x9f9be644:
/System/Library/Frameworks/CoreFoundation.framework/Versions/A/CoreFoundatio
n : _CFRunLoopRunSpecific + 0x67c
0x9152846c:
/System/Library/Frameworks/CoreAudio.framework/Versions/A/CoreAudio :
__ZN10HALRunLoop9OwnThreadEPv + 0xd8
0x9152823c:
/System/Library/Frameworks/CoreAudio.framework/Versions/A/CoreAudio :
__ZN9CAPThread5EntryEPS_ + 0x6c
0x9fe14768: /usr/lib/libSystem.B.dylib : __pthread_body + 0x60

PPC Thread State
srr0: 0x00000000 srr1: 0x00000000 vrsave: 0x00000000
cr: 0xXXXXXXXX xer: 0x00000000 lr: 0x9fdf34fc ctr:
0x9fdf35a0
r00: 0xffffffe1 r01: 0xf02037e0 r02: 0xaf99dfe0 r03: 0xf02038b0
r04: 0x03000006 r05: 0x00000000 r06: 0x00000450 r07: 0x0000a303
r08: 0x00000000 r09: 0x00000000 r10: 0xafdeeb00 r11: 0xafdee9a4
r12: 0x9fdf35a0 r13: 0x00000000 r14: 0x00000000 r15: 0x9f9bdfe0
r16: 0xaf99dfe0 r17: 0xaf99dfe0 r18: 0x20000024 r19: 0x00000000
r20: 0xf02038b0 r21: 0x00480548 r22: 0x00477ef8 r23: 0x00000000
r24: 0xf02038b0 r25: 0x00000450 r26: 0x0000a303 r27: 0x00000000
r28: 0x00000000 r29: 0x03000006 r30: 0x03000006 r31: 0x9f9bdfe0

Thread 2: (0xb7fff3fc, 0xb813446b)
0x84a3c9bc: No symbol
0x9fb17e18:
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/Carb
onCore.framework/Versions/A/CarbonCore : _YieldToThread + 0x20c
0x84a3b68c: No symbol
0x851d7f40: No symbol
0x849f5c2c: No symbol
0x849f5a44: No symbol
0x849f14f0: No symbol
0x84d681dc: No symbol
0x849f12c0: No symbol
0x84d652fc: No symbol
0x851ef314: No symbol

PPC Thread State
srr0: 0x00000000 srr1: 0x00000000 vrsave: 0x00000000
cr: 0xXXXXXXXX xer: 0x00000000 lr: 0x9fdf34fc ctr:
0x9fdf35a0
r00: 0xffffffe1 r01: 0xbfffeee0 r02: 0x00000013 r03: 0xbfffef8c
r04: 0x00000003 r05: 0x00000018 r06: 0x00000020 r07: 0x00004003
r08: 0x00000000 r09: 0x00000000 r10: 0x00000000 r11: 0xafdee9a4
r12: 0x9fdf35a0 r13: 0x00000000 r14: 0x00000000 r15: 0x00000000
r16: 0x00000000 r17: 0x00000000 r18: 0x00000000 r19: 0xffffffff
r20: 0xbffff984 r21: 0xbffff770 r22: 0x00418390 r23: 0x00000018
r24: 0xbfffef8c r25: 0x00000020 r26: 0x00004003 r27: 0x00000000
r28: 0x00000000 r29: 0x00000003 r30: 0x00000003 r31: 0x9fb17c1c

Thread 3: (0xb019bdf0, 0xb813431a)
0x9fe5a38c: /usr/lib/libSystem.B.dylib : _pthread_cond_timedwait_relative_np
+ 0x1ec
0x9fb27960:
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/Carb
onCore.framework/Versions/A/CarbonCore : _TSWaitOnSemaphoreCommon + 0xbc
0x9fb277c0:
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/Carb
onCore.framework/Versions/A/CarbonCore : __Z15AsyncFileThreadPv + 0x44
0x9fe14768: /usr/lib/libSystem.B.dylib : __pthread_body + 0x60
0x00000000:
/System/Library/Frameworks/Carbon.framework/Versions/A/Support/LaunchCFMApp
: + 0x0

PPC Thread State
srr0: 0x00000000 srr1: 0x00000000 vrsave: 0x00000000
cr: 0xXXXXXXXX xer: 0x00000000 lr: 0x9fe5a3c8 ctr:
0x9fe3d3c0
r00: 0xffffffd9 r01: 0xf0182cd0 r02: 0xafde9fc4 r03: 0x00006503
r04: 0x00006303 r05: 0x0000003c r06: 0x00000000 r07: 0x00000001
r08: 0x00000000 r09: 0x00000001 r10: 0xf0182de8 r11: 0xafdeeb5c
r12: 0x9fe3d3c0 r13: 0x00000000 r14: 0x00000000 r15: 0x00000000
r16: 0x00000000 r17: 0x00000000 r18: 0x00000000 r19: 0x00000000
r20: 0x00000000 r21: 0x00000000 r22: 0xafac25d8 r23: 0xafac7788
r24: 0xafac7788 r25: 0xafdea1b4 r26: 0xafac260c r27: 0xafac2640
r28: 0xf0182de8 r29: 0xafde9fc4 r30: 0xafde9fc4 r31: 0x9fe5a1b4

Thread 4: (0xb00997fc, 0xb813446b)
0x9fdf1248: /usr/lib/libSystem.B.dylib : _calloc + 0x280
0xc0001b54:
/Library/Frameworks/ApplicationEnhancer.framework/Versions/A/ApplicationEnha
ncer : ___ape_agent + 0x128
0x9fe14768: /usr/lib/libSystem.B.dylib : __pthread_body + 0x60
0x00000000:
/System/Library/Frameworks/Carbon.framework/Versions/A/Support/LaunchCFMApp
: + 0x0

PPC Thread State
srr0: 0x00000000 srr1: 0x00000000 vrsave: 0x00000000
cr: 0xXXXXXXXX xer: 0x00000000 lr: 0x9fdf34fc ctr:
0x9fdf35a0
r00: 0xffffffe1 r01: 0xf0080d10 r02: 0x00000294 r03: 0x003ff000
r04: 0x00000006 r05: 0x00000000 r06: 0x00001000 r07: 0x00003303
r08: 0x00000000 r09: 0x00000000 r10: 0x00502460 r11: 0xafdee9a4
r12: 0x9fdf35a0 r13: 0x00000000 r14: 0x00000000 r15: 0x00000000
r16: 0x00000000 r17: 0xc0011a38 r18: 0xc0011a38 r19: 0xc0011a38
r20: 0xc0011a38 r21: 0x00000040 r22: 0x00000038 r23: 0x00000000
r24: 0x003ff000 r25: 0x00001000 r26: 0x00003303 r27: 0x00000000
r28: 0x00000000 r29: 0x00000006 r30: 0x00000006 r31: 0xc0001a38

Thread 5: (0xb011a7fc, 0xb813446b)
0x9fdee5a0: /usr/lib/libSystem.B.dylib : _free + 0x5c
0x01166204: /Applications/Microsoft Office
2004/Office/ShMem.bundle/Contents/MacOS/ShMem : _MerpUnregisterCFMFragment +
0xc54
0x9fe14768: /usr/lib/libSystem.B.dylib : __pthread_body + 0x60
0x00000000:
/System/Library/Frameworks/Carbon.framework/Versions/A/Support/LaunchCFMApp
: + 0x0

PPC Thread State
srr0: 0x00000000 srr1: 0x00000000 vrsave: 0x00000000
cr: 0xXXXXXXXX xer: 0x00000000 lr: 0x9fdf34fc ctr:
0x9fdf35a0
r00: 0xffffffe1 r01: 0xf0101ce0 r02: 0x00000001 r03: 0xf0101dcc
r04: 0x00000102 r05: 0x00000000 r06: 0x00000054 r07: 0x00003903
r08: 0x000003e8 r09: 0x00000000 r10: 0xafdeeb00 r11: 0xafdee9a4
r12: 0x9fdf35a0 r13: 0x00000000 r14: 0x00000000 r15: 0x00000000
r16: 0x00000000 r17: 0x00000000 r18: 0x00000000 r19: 0x00000000
r20: 0x00000000 r21: 0x00000000 r22: 0x00000000 r23: 0x00000000
r24: 0xf0101dcc r25: 0x00000054 r26: 0x00003903 r27: 0x000003e8
r28: 0x00000000 r29: 0x00000102 r30: 0x00000102 r31: 0x01170fb0

Thread 6: (0xb04207fc, 0xb813446b)
0x84a3c9bc: No symbol
0x9fb17e18:
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/Carb
onCore.framework/Versions/A/CarbonCore : _YieldToThread + 0x20c
0x84a3b68c: No symbol
0x851e0154: No symbol
0x851e0204: No symbol
0x849d8c60: No symbol
0x8501b430: No symbol
0x8501b480: No symbol
0x851df938: No symbol
0x84a3c8b4: No symbol
0x9fb21af0:
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/Carb
onCore.framework/Versions/A/CarbonCore : _CooperativeThread + 0x158
0x9fe14768: /usr/lib/libSystem.B.dylib : __pthread_body + 0x60
0x00000000:
/System/Library/Frameworks/Carbon.framework/Versions/A/Support/LaunchCFMApp
: + 0x0

PPC Thread State
srr0: 0x00000000 srr1: 0x00000000 vrsave: 0x00000000
cr: 0xXXXXXXXX xer: 0x00000000 lr: 0x9fdf34fc ctr:
0x9fdf35a0
r00: 0xffffffe1 r01: 0xf03059d0 r02: 0x00000013 r03: 0xf0305a7c
r04: 0x00000003 r05: 0x00000018 r06: 0x00000020 r07: 0x0000cd07
r08: 0x00000000 r09: 0x00000000 r10: 0x00000000 r11: 0xafdee9a4
r12: 0x9fdf35a0 r13: 0x00000000 r14: 0x00000000 r15: 0x00000000
r16: 0x00000000 r17: 0x00000000 r18: 0x00000000 r19: 0x00000000
r20: 0x00000000 r21: 0x00000000 r22: 0x00000000 r23: 0x00000018
r24: 0xf0305a7c r25: 0x00000020 r26: 0x0000cd07 r27: 0x00000000
r28: 0x00000000 r29: 0x00000003 r30: 0x00000003 r31: 0x9fb17c1c


Model: MacBookPro2,1, BootROM MBP21.00A5.B08, 2 processors, Intel Core 2
Duo, 2.33 GHz, 2 GB
Graphics: ATI Radeon X1600, ATY,RadeonX1600, 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: AirPort Extreme, 1.4.4
Bluetooth: Version 1.9.5f4, 2 service, 1 devices, 1 incoming serial ports
Network Service: Built-in Ethernet, Ethernet, en0
Network Service: VPN (L2TP), PPP (L2TP)
Serial ATA Device: Hitachi HTS541616J9SA00, 149.05 GB
Parallel ATA Device: MATSHITADVD-R UJ-85J
USB Device: Built-in iSight, Micron, Up to 480 Mb/sec, 500 mA
USB Device: Apple Internal Keyboard / Trackpad, Apple Computer, Up to 12
Mb/sec, 500 mA
USB Device: Bluetooth USB Host Controller, Apple, Inc., Up to 12 Mb/sec, 500
mA
USB Device: IR Receiver, Apple Computer, Inc., Up to 12 Mb/sec, 500 mA
 
D

Diane Ross

The issue happened again early this week, and I was able to resolve it with
the same fix. I'm suspecting the original identity may have some form of
corruption, even though we've rebuilt it successfully and it hasn't
complained.

Rebuilding an Identity is often only a temporary fix. Moving into a new
Identity might be your only solution, but it sounds like the POP account
being accessed from two computers might be at play here too.

Options:

1) Switch the POP to IMAP. This will help with the sent mail as well.
2) Never have them access the server at the same time. Switch to work
offline on the computer that is not currently being used.

How to manually move your data. (when import fails and/or you need to move
to a new Identity same version or revert to an older version)

<http://www.entourage.mvps.org/install/manual_install.html>

Hope this helps!
 

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