Entourage Freezes or hangs when reading a message with a pdf

[Diane Ross]

waiting for your response..

I had no problem with the pdf, but it could be the message that contained
the pdf. I asked for the message and pdf.

If anyone send me a pdf for testing, please zip the message that you
received with the pdf.

--
Diane
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>

 

[philcebutv]

sent you an the message with the pdf in a zip file. could you tell me what version of entourage you are using? we are on 10.5.6 and entourage 11.3.3

I can't really think of a reason why it's acting weird to us.

 

[Diane Ross]

sent you an the message with the pdf in a zip file. could you tell me what
version of entourage you are using? we are on 10.5.6 and entourage 11.3.3

I'm using the latest version of Entourage 2008 12.1.5. However, you aren't
using the latest version of 2004. 11.5.3. One of the first steps in
troubleshooting is to be sure you have the latest updaters installed. This
might fix your problems.

iMac 1.83 GHz Intel Core Duo, Memory 2GB, Mac OS 10.5.6

--
Diane
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>

 

[philcebutv]

we do not have the Entourage 2008. I have sent you the pdf with the message. Have you able to preview it? All of our clients are using entourage 2004.

 

[Ed Kimball]

we do not have the Entourage 2008. I have sent you the pdf with the message.
Have you able to preview it? All of our clients are using entourage 2004.

Diane's point was that there's a newer version of Entourage 2004 that you
should be using. The latest version of Entourage is 11.4.0. You should be
able to get it via Check for Updates on the Help menu in Entourage or from
the Microsoft web site by searching for Office 2004 downloads.

 

[philcebutv]

I see now.. Let me try to update and see if this problem go away.. thanks for the tip

 

[philcebutv]

updated it upto 11.4.0 only no 11.5.0. still the entourage will hangup everytime i click the message with the pdf but eventually will show up after a minute or two. Something I notice is that the original file is 880KB when attached it become 4.9MB very wierd!

 

[Diane Ross]

we do not have the Entourage 2008. I have sent you the pdf with the message.
Have you able to preview it? All of our clients are using entourage 2004.

The message you sent with the attachment opened in Entourage 2008, but as
you mentioned in another message it's showing as 4.88 MB. It does not show
up in the message at all but causes no problems. I asked that you zip and
send me the original message you received but you created a new message and
sent that. Please do exactly as I ask. I will test that in both Entourage
2008 and 2004.

updated it upto 11.4.0 only no 11.5.0.

The last update for Office 2004 is 11.5.3. 11.4.0 is the latest version for
Entourage 2004.

Microsoft does not update each application every time an update is released.
See ³Confused over Microsoft Update Version numbers?³

<http://blog.entourage.mvps.org/2007/05/confused_over_microsoft_update.html>

--
Diane
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>

 

[philcebutv]

diane,ed and everyone thanks for your help really. I have found the culprit its the pdf it uses a font that entourage cannot find. Everytime I click the message with the pdf attached entourage now will scan all your drives for the font that is why it will haung up and freeze because entourage is trying to find a font on the drive that is not there.

Is there a way to make entourage stop scanning the my drives and use a different font instead?

 

[philcebutv]

how do we closed this post?

 

[Diane Ross]

diane,ed and everyone thanks for your help really. I have found the culprit
its the pdf it uses a font that entourage cannot find. Everytime I click the
message with the pdf attached entourage now will scan all your drives for the
font that is why it will haung up and freeze because entourage is trying to
find a font on the drive that is not there.

PDFs are supposed to contain the fonts. AFAIK there is no way to change
Entourage searching for fonts and in this day with multiple large drives
this can be very time consuming. Your choices are to ask the sender to embed
the fonts or zip the file before sending allowing you to drag the attachment
out of Entourage to open. Send the author this link:
<http://tinyurl.com/cdlo95>

I do know that there has been a big improvement in Entourage displaying
complex html newsletters in 08.

how do we closed this post?

Simply stop responding. I believe you have the option to mark the
message on the web forum as answered.

--
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>

 

[philcebutv]

thanks Diane appreciate your help really! I was told that the fonts are embedded on the pdf. But I am not sure also since the Apple Mail will display this pdf correctly and in a split second. Maybe Entourage has a different way of previewing the PDF's. How do I make the entourage ask again to use font since I ticked the selection of do not ask again.

We'll try to tell our clients to zip all the attachments.

 

[William Smith [MVP]]

thanks Diane appreciate your help really! I was told that the fonts
are embedded on the pdf. But I am not sure also since the Apple Mail
will display this pdf correctly and in a split second. Maybe
Entourage has a different way of previewing the PDF's. How do I make
the entourage ask again to use font since I ticked the selection of
do not ask again.

We'll try to tell our clients to zip all the attachments.

Entourage does not scan your computer for fonts. It uses what is
presented by the Mac OS X system.

You may have a corrupt font cache. A utility such as Cocktail, which can
clear both user and system font caches may help you resolve the problem.

Also, make sure you are embedding all fonts including the base 14
(Times, Helvetica, etc.) and sub-setting 100%.

--

bill

Entourage Help Page <http://entourage.mvps.org/>
Entourage Help Blog <http://blog.entourage.mvps.org/>
YouTalk <http://nine.pairlist.net/mailman/listinfo/youtalk>
Twitter: follow <http://twitter.com/meck>

 

[philcebutv]

the fonts that are used in the pdf's are not found in the system its a separate font they purchase. It was actually embedded when they create it in indesign to pdf while exporting. If its not embedded why would it show normally on Apple Mail? Its the entourage I think is handling pdf's in a different way. What happened actually is I mounted an external drive not knowing that the fonts are all there and used by creatives on the affected system which i was troubleshooting the entourage. As soon as i was clicking the problematic message with the pdf entourage ask me this.

"Microsoft Entourage wants to sue the font "BeaufortPro" on the volume "externaldrive"

if I click "allow" it will show the message immediately.

if I click "don't allow" entourage will hung up and freeze and will log a message on the console over and over again.

Entourage[341] Unable to use font: no glyphs present.
PM Entourage[341] Unable to use font: no glyphs present.
PM Entourage[341] Unable to use font: no glyphs present.
PM Entourage[341] Unable to use font: no glyphs present.
PM Entourage[341] Unable to use font: no glyphs present.

and could fill up all your space in the drive like.

cheers.

 

[Diane Ross]

Did you send me an example of the pdf you referenced? What was the name? I
can send the example along with your test to the developers. I doubt we will
see anything soon as a fix, but when they have concrete examples, it makes
it easier for them to track down a fix.

 

[philcebutv]

Yes Diane I send you on your gmail account the pdf itself and the email message with the attached pdf.

 

[Diane Ross]

Yes Diane I send you on your gmail account the pdf itself and the email
message with the attached pdf.

Thanks. Wanted to be sure I had the latest one.
--
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>

 

[philcebutv]

I have been playing with the Adobe Export/Print on the InDesign especially with the font subsettings.. but still problems persist on entourage while sending the exported pdf's. Entourage will still look for the fonts.

I am out of option right now as to how to solve this.

Anyone can help?

 

[philcebutv]

Hi,

I posted in adobe forums and was ask to export a pdf without the fonts or using another system font and tried emailing it to an entourage user and immediately we can preview the pdf inside entourage..

It the FONTS again..

 

[Diane Ross]

Thanks for the additional feedback. I'll pass this along.

--
Diane

Hi,

I posted in adobe forums and was ask to export a pdf without the fonts or
using another system font and tried emailing it to an entourage user and
immediately we can preview the pdf inside entourage..

It the FONTS again..

--
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>