Entourage automatically crashes

[T-Mac]

Entourage (Office 2004 on Intel Mac with Leopard 10.5.2) vanishes from the screen when I try to access the Entourage Preferences. This doesn't happen when I access it as a new user. I have rebuilt the Entourage db as others have been advised, but without any improvement. I have also repaired disk permissions using the Mac disk utility. What next?

 

[Diane Ross]

Entourage (Office 2004 on Intel Mac with Leopard 10.5.2) vanishes from the
screen when I try to access the Entourage Preferences. This doesn't happen
when I access it as a new user. I have rebuilt the Entourage db as others have
been advised, but without any improvement. I have also repaired disk
permissions using the Mac disk utility. What next?

Just to be clear....you created a new User in System Preferences not a new
Identity in Entourage.

It has to be a corrupt pref in your User's folder. For help see:

Troubleshooting Your User Account for a Problem

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

 

[T-Mac]

Diane,

I tried the steps in sections 1, 2, 3, and 4 on the page, <http://www.entourage.mvps.org/troubleshoot/test_user.html>, but no luck.

T-Mac

 

[Diane Ross]

I tried the steps in sections 1, 2, 3, and 4 on the page,
<http://www.entourage.mvps.org/troubleshoot/test_user.html>, but no luck.

Have you tested in a new Identity to verify if it's your database?

 

[T-Mac]

Diane,

I logged into this machine under a different account and was able to access the Preferences menu. Then I logged back under my regular name and rebuilt the Entourage database. But it still crashes when I go to Preferences.

 

[Diane Ross]

I logged into this machine under a different account and was able to access
the Preferences menu.
Then I logged back under my regular name and rebuilt the
Entourage database. But it still crashes when I go to Preferences.

If the problem is in your User's folder, first test for corrupt Microsoft
Entourage preferences. Your preferences are located in your User's
Preferences folder. Remove these files and test.

com.microsoft.OfficeNotifications.plist
com.microsoft.DatabaseDaemon.plist
com.microsoft.Entourage.plist
Microsoft/Entourage Preferences

2) Test for other preference conflicts

Go into your home folder and take the ~/Library/Preferences folder, and put
all the files in there into a folder on your desktop called old_prefs. The
Finder will lock up when you move them out the first time. Force quit the
Finder.

Now log out and back in, and you will see your Mac is now back to defaults.
Test Entourage , if it works, you know its one of the preference files.
Start with putting everything back in that starts with "com.apple" and log
out/in.

Slowly, a few preference files at a time, move the old ones back into place,
and log out and back in, then test.

Rinse and repeat until you find the bad preference.

 

[T-Mac]

Diane:

Re your first suggested step:
There is no com.microsoft.DatabaseDaemon.plist on my machine. Removing the other three had no effect.

Re the second step:
Removing the entire ~/Library/Preferences folder had no effect either, except to change the appearance of my desktop. The Finder did NOT lockup, and Entourage still crashed when I tried to open the preferences.

For what it might be worth, in the main System Preferences menu, I have the following accounts:
Thomas McRae / Admin
Other Accounts TKMcRae / Standard
Guest Account / Sharing only.

I generally log in as Thomas McRae, though tmcrae works too (tmcrae was my log in name where I worked and used an iBook, the files of which were transferred to this MacBook.) The other account name, TKMcRae, contains a "k," as you can see.

Also, FYI, I have done numerous permission checks/ repairs using disk utility. But none of that affects the crashing of Entourage.

 

[Lenoble]

 

[Lenoble]

I have the same problem of Entourage crashing when trying to open Preference in the Entourage Menu, since I upgrade to OSX 10.5.2. I use the french version of Office 2004 Entourage 11.4.2 (080122) I did the #1 of MVP Feb 17 message with no success. As T-Mac did not succeed with #2, I am waiting for other suggestions.
Thanks

 

[Diane Ross]

Re your first suggested step:
There is no com.microsoft.DatabaseDaemon.plist on my machine. Removing the
other three had no effect.

Re the second step:
Removing the entire ~/Library/Preferences folder had no effect either, except
to change the appearance of my desktop. The Finder did NOT lockup, and
Entourage still crashed when I tried to open the preferences.

For what it might be worth, in the main System Preferences menu, I have the
following accounts:
Thomas McRae / Admin
Other Accounts TKMcRae / Standard
Guest Account / Sharing only.

I generally log in as Thomas McRae, though tmcrae works too (tmcrae was my log
in name where I worked and used an iBook, the files of which were transferred
to this MacBook.) The other account name, TKMcRae, contains a "k," as you can
see.

Also, FYI, I have done numerous permission checks/ repairs using disk utility.
But none of that affects the crashing of Entourage.

You mention you have rebuilt your database. Now try this...

* Create a new Identity in Entourage

Does it work? If it works in your User's folder, then it's your database
even though you did a rebuild, there is evidently problems it didn't fix.

We know it works in a new User. You might need to move over to the new User.
or work on your Leopard install. First, did you run the 10.5.2 combo or did
you use Software Updater? Often the combo will fix things that the
incremental updater will not. If the combo fails to fix the underlying
problem, the next step is to try "Archive & Install". If that doesn't work
then "Erase & Install" is next.

 

[T-Mac]

Diane:

"You mention you have rebuilt your database. Now try this...
* Create a new Identity in Entourage Does it work? If it works in your User's folder, then it's your database
even though you did a rebuild, there is evidently problems it didn't fix."

YES, IT WORKS WITH THE NEW IDENTITY

"We know it works in a new User. You might need to move over to the new User."

OK. HOW DO I BRING OVER THE MAIL IN THE INBOX? MORE IMPORTANTLY, HOW DO I BRING IN THE FOLDERS OFF THE INBOX AND THE IMPORTANT MESSAGES KEPT THEREIN?

"or work on your Leopard install. First, did you run the 10.5.2 combo or did you use Software Updater?"

I RAN THE COMBO BECAUSE I'VE HAD ISSUES WITH THE UPDATER ON PREVIOUS OCCASIONS.

T-Mac

 

[Diane Ross]

Diane:

"You mention you have rebuilt your database. Now try this...
* Create a new Identity in Entourage Does it work? If it works in your User's
folder, then it's your database
even though you did a rebuild, there is evidently problems it didn't fix."

YES, IT WORKS WITH THE NEW IDENTITY

Progress!!!! Great!!!!!

Because your database is damaged, you might experience some problems. You
will need to manually move your data over.

You could try this first. It's not time consuming and the data can be used
to start a brand new Identity. Duplicate your Identity first.

1. Under File --> Export, export your data as an Entourage archive file.
2. Select to delete in Entourage after exporting.
3. Import it back into Entourage.
4. Test

If it doesn't work then......

Two ways:

1) Use Paul Berkowitz's shareware scripts Export-Import
2) Manually using MBOX or Entourage archive (.rge)

Paul Berkowitz's scripts get absolutely everything and worth every penny.
$20 if I remember correctly.

<http://scriptbuilders.net/files/exportimportentourage1.3.10.html>

I have detailed directions on manually moving over your data. It will not
get Accounts where Paul Berkowitz's scripts will.

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

 

[T-Mac]

Dear Diane,

I think I'm good, now.

By various combinations of exporting (I like best dragging to desktop, then importing), I moved my folders over -- even my Sent Items folder moved in a roundabout way. Address Book went over as a comma or tab delimited text file.

I haven't yet deleted the items in the older Entourage identity.

By the way, what is the default Identity for a virgin installation of Entourage?

Thanks very much for your help and guidance.

T-Mac

 

[Diane Ross]

I think I'm good, now.

That's great.

By various combinations of exporting (I like best dragging to desktop, then
importing), I moved my folders over -- even my Sent Items folder moved in a
roundabout way. Address Book went over as a comma or tab delimited text file.

I haven't yet deleted the items in the older Entourage identity.

Always keep old files around until you are sure you don't need anything.

By the way, what is the default Identity for a virgin installation of
Entourage?

Not sure what you mean. It's called Main by default. All the preferences
will be set to defaults so it's a good way to see what those are if you've
changed yours. What else are you thinking about for default?

 

[T-Mac]

I was going to rename the identity that works back to Main. The older "Main," not yet deleted, has been renamed to "Old."

T-Mac

 

[Diane Ross]

I was going to rename the identity that works back to Main. The older "Main,"
not yet deleted, has been renamed to "Old."

You can name them anything you want as long as they are different.

 

[T-Mac]

Okay; I've renamed the identity that works as "Main" and will hang on to the older files until it's clear that I no longer need them.

Thanks so much, Diane.

T-Mac

 

[Lenoble]

I followed the indications that you gave to T-Mac, opening a new identity and then exporting the data. Preference worked again for the new identity. After reimporting the data everything worked fine as far as the memo, task and address were concerned, but when going to the calendar (Agenda), Entourage froze. So were Word and Excel. A restart of the Powerbook allows coming back to Word and Excel, but as soon as I tried to open the Calendar again, everything went wrong. So I reinstalled OSX 10.5.2 from the Combo, and then the last version of Office 2004. The problem subsisted. Evidently the Agenda data were corrupted. Fortunately I had hotsynced them to my Palm Treo. So I made a compulsory hotsync (Handheld data replace the Entourage data) and it works.
I want to tell this experience in order that you advise other people to avoid exporting data from Entourage. The Paul Berkowitz's solution is certainly better; I should have used it instead. It allows cleaning the data through Excel or Word.
Thanks for your help.

Lenoble

 

[Diane Ross]

I followed the indications that you gave to T-Mac, opening a new identity and
then exporting the data. Preference worked again for the new identity. After
reimporting the data everything worked fine as far as the memo, task and
address were concerned, but when going to the calendar (Agenda), Entourage
froze. So were Word and Excel. A restart of the Powerbook allows coming back
to Word and Excel, but as soon as I tried to open the Calendar again,
everything went wrong. So I reinstalled OSX 10.5.2 from the Combo, and then
the last version of Office 2004. The problem subsisted. Evidently the Agenda
data were corrupted. Fortunately I had hotsynced them to my Palm Treo. So I
made a compulsory hotsync (Handheld data replace the Entourage data) and it
works.

I want to tell this experience in order that you advise other people to avoid
exporting data from Entourage. The Paul Berkowitz's solution is certainly
better; I should have used it instead. It allows cleaning the data through
Excel or Word.

Thanks for your feedback. I always try to recommend the Entourage way first
then free/shareware alternatives. Many are offended that they have to pay to
get what they consider to be part of the software. Paul's scripts are
certainly worth every penny.

 

[mikemac]

Hi Diane -

Ive had problems with entourage 2004 crashes, tried new identity, and rebuild data base...no luck..

upgraded to 2008 thinking that would solve the issue...No luck...Entourage will open once when I RESTART computer, hang in for a while then quit. If i try to restart from dock the menu appears but I cannot view mail, etc.

Any ideas would be great.. Im using a powerbook g4 with leopard OS...

M.