Entrouage Basic Folders Missing

[zuckerman]

Version: 2004
Operating System: Mac OS X 10.4 (Tiger)
Processor: Intel
Email Client: Exchange

I had a previous tech issue and in order to solve it, I dumped Entourage (and all of Office for Mac 2004) then reinstalled. Now when it connects, under my Exchange account, I only have Junk and Public folders (no Inbox, Drafts, Sent, etc). How can I get them?

Note: I used Entourage pretty flawlessly for several months this year till recently. The tech prob mentioned above: I had a 'phantom' email in my inbox. Though I could not find any unopened message, inbox constantly showed Inbox (1). Following some online instructions (I'm not even sure what I did now), made Entourage crash, thus the reinstall.

Thanks for any help. And for future reference, I am not a techie and work remotely from my office (So no direct access to our IT guy).

 

[Diane Ross]

Version: 2004
Operating System: Mac OS X 10.4 (Tiger)
Processor: Intel
Email Client: Exchange

I had a previous tech issue and in order to solve it, I dumped Entourage (and
all of Office for Mac 2004) then reinstalled. Now when it connects, under my
Exchange account, I only have Junk and Public folders (no Inbox, Drafts, Sent,
etc). How can I get them?

How did you dump? When you reinstalled, did you update to 11.5.3?

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. Do you see the folders in a new
Identity? No need to even enter the account info to test this one.

2) if a new Identity still exhibits the same issues, then create a new User
in System Preferences and test Entourage there. If the problem goes away,
you know the problem is in your User's account.

2a) If the problem is in your User's account, then log out/in with Shift key
down to disable any startup items. Test. If the problem still exists, it's
most likely a preference file that's corrupt. See these pages for help:

Find solutions for crashes, conflicts and general problems with Entourage
<http://www.entourage.mvps.org/troubleshoot/crashes.html>

Troubleshooting Basics
<http://www.entourage.mvps.org/troubleshoot/basics.html>

2b) If the problems still exist in the new User, it's a problem with your
base OS files or your Office install. If running the Apple combo does not
fix, then you might need to do an "Archive & Install".

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

Use "Remove Office" and reinstall Office then update.

Note: I used Entourage pretty flawlessly for several months this year till
recently. The tech prob mentioned above: I had a 'phantom' email in my inbox.
Though I could not find any unopened message, inbox constantly showed Inbox
(1). Following some online instructions (I'm not even sure what I did now),
made Entourage crash, thus the reinstall.

For Exchange accounts, it's best to just create a new Identity rather than
trying to do a rebuild. The 'phantom' email was a sign of database
corruption.

 

[William Smith [MVP]]

I had a previous tech issue and in order to solve it, I dumped
Entourage (and all of Office for Mac 2004) then reinstalled. Now when
it connects, under my Exchange account, I only have Junk and Public
folders (no Inbox, Drafts, Sent, etc). How can I get them?

Note: I used Entourage pretty flawlessly for several months this year
till recently. The tech prob mentioned above: I had a 'phantom' email
in my inbox. Though I could not find any unopened message, inbox
constantly showed Inbox (1). Following some online instructions (I'm
not even sure what I did now), made Entourage crash, thus the
reinstall.

Thanks for any help. And for future reference, I am not a techie and
work remotely from my office (So no direct access to our IT guy).

This sounds like your account is not set up correctly. Have a look at
these instructions for connecting:

"Connecting Entourage to an Exchange Server at work"
<http://entourage.mvps.org/exchange/exchangeatwork.html>

"Connecting Entourage to an Exchange Server from Home"
<http://entourage.mvps.org/exchange/exchangeathome.html>

Hope this helps!

--

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>

 

[zuckerman]

How did you dump? When you reinstalled, did you update to 11.5.3?

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. Do you see the folders in a new
Identity? No need to even enter the account info to test this one.

2) if a new Identity still exhibits the same issues, then create a new User
in System Preferences and test Entourage there. If the problem goes away,
you know the problem is in your User's account.

2a) If the problem is in your User's account, then log out/in with Shift key
down to disable any startup items. Test. If the problem still exists, it's
most likely a preference file that's corrupt. See these pages for help:

Find solutions for crashes, conflicts and general problems with Entourage


Troubleshooting Basics


2b) If the problems still exist in the new User, it's a problem with your
base OS files or your Office install. If running the Apple combo does not
fix, then you might need to do an "Archive & Install".



Use "Remove Office" and reinstall Office then update.


For Exchange accounts, it's best to just create a new Identity rather than
trying to do a rebuild. The 'phantom' email was a sign of database
corruption.

Diane,

Thanks so much for your thorough reply! Some responses to your suggestions:

"How did you dump?
The first time I dumped, I did it like any other technology-challenged dope--i just moved stuff to the trash. Then I realized there was an uninstall feature, and used that when I went thru my cycle of uninstall/re-install.

I did indeed create a new profile on my system and tried loading it and it worked...for a while. It still opens, it just doesn't retrieve email or send, even though it indicates it is connected in that profile.

I had it working for a while on my profile after creating a new exchange identity, but then it did the same thing as the other profile--it opened, but seemed to not really be talking to the server,even though it indicated it was connected. Or worse, I get that problem where the only folders on my company exchange account are "Junk" and "Public." I have the usual ones listed under Folders on my Computer or whatever it's called.

So, I went back and opened an older identity (one of those I created during this last 2-3 week span of craziness). ONe of them indeed opens up to the ORIGINAL look of the problem. The phantom email is there in the inbox. In fact, in the actual list of emails, there's a sort of invisible email, that whenever I even scroll over it, I get an error code. This identity has all the folders I expect to find under my company account, including all those that I created.

So, I tried going back to an identity I created just one day earlier, and that one creates a crash. Entourage bounces once or twice, then crashes. I think this was one of the earlier issues after my initial attempt at fixing-- that's when the cycle of uninstall

 

[zuckerman]

I should also add that I have a mac laptop and I've experienced the same prob: when i reload office/entourage, I only see Junk and Public folders.

Note: on neither of these am I running Jaguar. Maybe that's a problem?

Thanks Diane, and Bill as well, for your time.

 

[Diane Ross]

Note: on neither of these am I running Jaguar. Maybe that's a problem?

Previously, you had selected Tiger. Jaguar is 10.2.

Minimum Operating System requirements for Office for Mac 2004: Mac OS X
version 10.2.8 or later

Minimum Operating System requirements for Office for Mac 2008: Mac OS X
version 10.4.9 or later

Download and run this script application. Copy the clipboard into your
message.

<http://www.entourage.mvps.org/downloads/scripts/find_office/04/FindOfficeVe
rsionInfo04v_app.zip>

Here is an example (not the latest for 2004):

Last update applied: 11.5.2

Microsoft Entourage: 11.4.0
Microsoft Excel: 11.5.2
Microsoft Word: 11.5.0
Microsoft PowerPoint: 11.5.1
Microsoft Component Plugin: 11.5.2
Junk E-Mail Protection: 11.3.4
Mac OS X 10.5.5 (9F33)
Last update applied: 11.5.2

 

[zuckerman]

Last update applied: 11.5.2

Microsoft Entourage: 11.4.0
Microsoft Excel: 11.5.2
Microsoft Word: 11.5.0
Microsoft PowerPoint: 11.5.1
Microsoft Component Plugin: 11.5.2
Junk E-Mail Protection: 11.3.4
Mac OS X 10.4.11 (8S2167)

 

[zuckerman]

Just a quick update:

I rebuilt database and that got all the folders looking right and removed the phantom email. I finally got word from my IT department--they sent me a new server addy to try as the one I was using had been having problems with macs. the new server address works fine and I am up and running.

For now.

Thanks for all your help.

 

[Diane Ross]

I rebuilt database and that got all the folders looking right and removed the
phantom email. I finally got word from my IT department--they sent me a new
server addy to try as the one I was using had been having problems with macs.
the new server address works fine and I am up and running.

Your previous report with version info shows you are behind one update, but
it was a minor one. 11.5.3

The Microsoft Component Plugin is always updated where individual
application may not.