Entourage 2008 Crashes (EXC_BAD ACCESS Error)

[HR]

Version: 2008 Operating System: Mac OS X 10.6 (Snow Leopard) Processor: Intel Email Client: Exchange I am using Entourage 2008- Web Services Edition on an MacBook Pro with an email account on an Exchange serve and I it keeps crashing every time I open it. I have already go through the procedure of creating a new user profile, log in as that user, and opening Entourage. So, I realize that the problem is with my Users Folder. But, I don't know how to fix it.

I also have gone through and rebuild my account using an older identity that I had from backup using Entourage 2008 (before upgrading to the Web Service Edition). But, after using the account with the Web Service Edition for a few days, I encounter the same problem. I have not tried rebuilding the account and not upgrading to Web Service Edition.

Can anybody help?

Here is the error message I get:

Microsoft Error Reporting log version: 2.0

Error Signature:
Exception: EXC_BAD_ACCESS
Date/Time: 2010-01-10 18:03:09 -0500
Application Name: Microsoft Entourage
Application Bundle ID: com.microsoft.Entourage
Application Signature: OPIM
Application Version: 13.0.3.091002
Crashed Module Name: EntourageCore
Crashed Module Version: unknown
Crashed Module Offset: 0x00032082
Blame Module Name: EntourageCore
Blame Module Version: unknown
Blame Module Offset: 0x00032082
Application LCID: 1033
Extra app info: Reg=en Loc=0x0409

Thread 0:

# 1 0x96b3e8da in __dispatch_hw_config + 0x96981952 (libSystem.B.dylib + 0x000008da)
# 2 0x937b28ac in __gTECMasterGlobals + 0x93486948 (CarbonCore + 0x000ef8ac)
# 3 0x026214cd in LThread::Yield(LThread const*) + 0x00000027 (PowerPlantCore + 0x0000f4cd)
# 4 0x0262188c in LThread::Resume() + 0x00000066 (PowerPlantCore + 0x0000f88c)
# 5 0x001c043b in __mh_execute_header + 0x001BF43B (Microsoft Entourage + 0x001bf43b)
# 6 0x001c2017 in __mh_execute_header + 0x001C1017 (Microsoft Entourage + 0x001c1017)
# 7 0x00389045 in __mh_execute_header + 0x00388045 (Microsoft Entourage + 0x00388045)
# 8 0x01e5b0ee in CScheduleExecutor::Execute(CScheduleRecord*, bool) + 0x000001A0 (EntourageLegacy + 0x0012e0ee)
# 9 0x01e5ce51 in CScheduleMgr::ExecuteStartupSchedules() const + 0x000000ED (EntourageLegacy + 0x0012fe51)
# 10 0x0001b03a in __mh_execute_header + 0x0001A03A (Microsoft Entourage + 0x0001a03a)
# 11 0x0261779f in LPeriodical:evoteTimeToIdlers(EventRecord const&amp + 0x00000067 (PowerPlantCore + 0x0000579f)
# 12 0x0132501d in LApplication:ostProcessEventsRAEL(OpaqueEventRef*, OpaqueEventTargetRef*, unsigned char) + 0x000000F7 (PowerPlant + 0x0007001d)
# 13 0x01325212 in LApplication::EventHandler(OpaqueEventHandlerCallRef*, OpaqueEventRef*, void*) + 0x0000018E (PowerPlant + 0x00070212)
# 14 0x9482be29 in .objc_class_name_IMKInkInputSession + 0x944E74D1 (HIToolbox + 0x00007e29)
# 15 0x9482b0f0 in .objc_class_name_IMKInkInputSession + 0x944E6798 (HIToolbox + 0x000070f0)
# 16 0x9482af4f in .objc_class_name_IMKInkInputSession + 0x944E65F7 (HIToolbox + 0x00006f4f)
# 17 0x9485fb2c in .objc_class_name_IMKInkInputSession + 0x9451B1D4 (HIToolbox + 0x0003bb2c)
# 18 0x9482c27a in .objc_class_name_IMKInkInputSession + 0x944E7922 (HIToolbox + 0x0000827a)
# 19 0x9482b0f0 in .objc_class_name_IMKInkInputSession + 0x944E6798 (HIToolbox + 0x000070f0)
# 20 0x9484d981 in .objc_class_name_IMKInkInputSession + 0x94509029 (HIToolbox + 0x00029981)
# 21 0x949d681b in .objc_class_name_IMKInkInputSession + 0x94691EC3 (HIToolbox + 0x001b281b)
# 22 0x949d6953 in .objc_class_name_IMKInkInputSession + 0x94691FFB (HIToolbox + 0x001b2953)
# 23 0x013246c1 in LApplication:rocessEvents() + 0x000000FF (PowerPlant + 0x0006f6c1)
# 24 0x0132474f in LApplication::Run() + 0x0000006D (PowerPlant + 0x0006f74f)
# 25 0x0001a1ab in __mh_execute_header + 0x000191AB (Microsoft Entourage + 0x000191ab)
# 26 0x00002d2e in __mh_execute_header + 0x00001D2E (Microsoft Entourage + 0x00001d2e)
# 27 0x00002c55 in __mh_execute_header + 0x00001C55 (Microsoft Entourage + 0x00001c55)

X86 Thread State:
 eax: 0xffffff

 

[Diane_Ross_MVP]

Can anybody help?

You've already started on determining where the problem is located, so let's
next text in a new User. Normally, re-installing does not fix the issue, but
we need to determine if your base files are good. Testing in a new User will
help with this. If if fails in the New, then download the latest Apple combo
and run that first before we re-install Office.

Steps to help determine where the problem is located.

1) you can eliminate your Identity by creating a new Identity in Entourage
and see if you experience the same problem.

2) if a new Identity still exhibits the same issues, then create a new User
in System Preferences and test Entourage there.

Go to System Preferences --> Create a New User in Accounts. Switch to the
New User by logging out/in or use Fast User Switching. Test Office there.

3) If the problems still exist in the new User, it's a problem with your
Office install or your base OS files. If running the Apple combo does not
fix, then you might need to do an "Archive & Install".

 

[Sfite]

I am having a similar problem. When I start Entourage I almost immediately start getting MicroSoft Error Reporting messages that repeat themselves until I quit Entourage. When i select more information I get this message:

Microsoft Error Reporting log version: 2.0

Error Signature:
Exception: EXC_BAD_ACCESS
Date/Time: 2010-01-12 11:10:42 -0500
Application Name: Microsoft Sync Services
Application Bundle ID: com.microsoft.entourage.syncservices12
Application Signature: MSS1
Application Version: 12.2.3.091001
Crashed Module Name: unknown
Crashed Module Version: unknown
Crashed Module Offset: unknown
Blame Module Name: unknown
Blame Module Version: unknown
Blame Module Offset: unknown
Application LCID: 1033
Extra app info: Reg=en Loc=0x0409

I used the option key on start-up and verified that the database is okay and completed a backup. This just started and I have valuable work files in this email account. Suggestions?

 

[HR]

Diane,

Thanks for suggestions. I am should have clarified. I am using Mac OS X version 10.6.2.

I created a new user profile and then created an Entourage account for our Exchange server. It works fine. I can connect to the exchange server and download my in-box, out-box, etc. I would conclude that the problem is not with my Exchange server or installation.

Similar to the above user, I used the option key and verified that the database is OK, but I still can not open Entourage using this identity without an error.

Similar to the other user, I have lots of valuable information in my personal folder that I need to retrieve, but can't get to it. Any suggestions on how to get the personal folders out of my 2008 Identity?

 

[Diane Ross]

Similar to the above user, I used the option key and verified that the
database is OK, but I still can not open Entourage using this identity without
an error.

Do you get the error in the new User? If yes, then re-install Office.

Steps to re-install Office

Similar to the other user, I have lots of valuable information in my personal
folder that I need to retrieve, but can't get to it. Any suggestions on how
to get the personal folders out of my 2008 Identity?

As long as you can open Entourage, you can salvage your data.

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>

BTW, did you test your fonts after installing Snow Leopard?

Fonts to delete after installing Snow Leopard (includes help deleting font
caches)

<http://www.entourage.mvps.org/troubleshoot/remove_fonts_snowleopard.html>


--
Diane Ross, Microsoft Mac MVP
Entourage Help Page <http://www.entourage.mvps.org/>
Entourage Help Blog <http://blog.entourage.mvps.org/>
YouTalk <http://tinyurl.com/bzcrjy> <-- Entourage mailing list
Twitter: follow <http://twitter.com/entouragehelp>

 

[Diane Ross]

I am having a similar problem.

Similar problems should not belong in this thread. In the future, you should
start your own thread.

Application Name: Microsoft Sync Services

Crashed Module Name: unknown
Crashed Module Version: unknown
Crashed Module Offset: unknown
Blame Module Name: unknown
Blame Module Version: unknown
Blame Module Offset: unknown

Can you get into Entourage preferences and turn of Sync Services? I'm not
sure if holding down the Shift key when launching Entourage will turn off
Sync Services, but it does turn off schedules. Try running Entourage with
Sync Services turned off and see if the crashes go away.

--
Diane Ross, Microsoft Mac MVP
Entourage Help Page <http://www.entourage.mvps.org/>
Entourage Help Blog <http://blog.entourage.mvps.org/>
YouTalk <http://tinyurl.com/bzcrjy> <-- Entourage mailing list
Twitter: follow <http://twitter.com/entouragehelp>

 

[HR]

I finally got it working and here are the steps I took. I am not sure what step solved the problem, but I can open Entourage and see all my folders and it synchronizes just fine. I have been using the account for a day without a problem.

Step 1 - Make sure the account works

- As recommended above, created a new user profile,
- Started up Entourage and created an account for the exchange email account. This worked fine eliminating the possibility of the software or the account as culprits.

Step 2 - Get the Identity to work

- Placed a copy of my Main Identify folder (containing the database that had all my personal folders and was crashing) in the Shared folder.
- Created another profile and copied this User Identity to Office 2008 Identities folder in the new profile (I did not open Entourage yet).
- Opened Applications/Microsoft Office 2008/Office/Microsoft Database Utility.
- Selected the Main Identity that I was having problems and compacted it, verified it and rebuilt the database.
- Opened up Entourage and voila, my account opened up without a problem.
- In Entourage, right clicked on the account and selected Folder Properties and clicked on Empty Cache.
- Waited for the account to sync.
- Closed Entourage.
- Copied the repaired Main Identity folder to Share Folder.
- Logged off this user profile and switched to my normal User Profile.
- With Entourage closed, moved my Main Identity that was not working to a folder on Documents (in case I need it again)
- Copied the repaired Main Identity from the Shared Folder to Office 2008 Identities folder.
- Opened Entourage and all is well.

Again, I am not sure if all of these steps are required, but it worked for me.

With regards to installing Snow Leopard OS, I had done a complete fresh reinstall.

Thanks everyone for your guidance. Let's hope this is the last time you see a posting from me with a problem.

 

[Diane_Ross_MVP]

Again, I am not sure if all of these steps are required, but it worked for me.

With regards to installing Snow Leopard OS, I had done a complete fresh
reinstall.

Thanks everyone for your guidance. Let's hope this is the last time you see
a posting from me with a problem.

Thanks for letting us know how you resolved your problem. I'm sure it will
help someone else having a similar issue.