MERP and troubleshooting sequence for constant crash on start

D

dano

Entourage will not start. Crashes every attempt to start or restart.
(Many MERPs submitted.)

Word, Excel, PowerPoint all launch successfully.

Have deleted ~/Library/Prefs/Microsoft/Entourage preferences and
com.microsoft.Entourage.prefs.plist to no avail.

Removed all files in ~/Library and ~/Library/Preferences that appear to
be related to Microsoft - not just Entourage-related. No help.

Removing all fonts in ~/Library/Fonts does not help. (Note these are all
Microsoft fonts.)

Removing ~/Documents/MUD/Office 2004 Identities/ does not help.
Entourage still crashes on launch.

Opening Entourage in a separate account on OSX works. That is, Entourage
launches successfully in a new account (not a new Entourage identity),
so problem appears to be specific to this account.


I am open to any suggestions as I really do not want to create a new
account and transfer all contents of this account just to solve a
problem that is probably related to one single corrupted
Entourage-related file.






Microsoft Error Reporting log version: 1.0

Error Signature:
Exception: EXC_BAD_ACCESS
Date/Time: 2006-04-16 09:13:19 -0700
Application Name: Microsoft Entourage
Application Version: 11.2.3.060209
Module Name: Microsoft Entourage
Module Version: 11.2.3.060209
Module Offset: 0x0020bb6c
Extra app info: Reg=English Loc=0x0409


Thread 0 crashed:

# 1 0x022b8acc in (Microsoft Entourage + 0x0020bb6c)
# 2 0x022b8ac0 in (Microsoft Entourage + 0x0020bb60)
# 3 0x004bb598 in (PowerPlantZ + 0x000166a8)
# 4 0x004a85ac in (PowerPlantZ + 0x000036bc)
# 5 0x01106420 in (Microsoft Framework UI + 0x00098210)
# 6 0x01105d3c in (Microsoft Framework UI + 0x00097b2c)
# 7 0x0116d4c0 in (Microsoft Framework UI + 0x000ff2b0)
# 8 0x022b9100 in (Microsoft Entourage + 0x0020c1a0)
# 9 0x0116e634 in (Microsoft Framework UI + 0x00100424)
# 10 0x022b8740 in (Microsoft Entourage + 0x0020b7e0)
# 11 0x020dd8c8 in (Microsoft Entourage + 0x00030968)
# 12 0x0138a014 in (Microsoft Framework DB + 0x00062904)
# 13 0x020dd7b0 in (Microsoft Entourage + 0x00030850)
# 14 0x0138b018 in (Microsoft Framework DB + 0x00063908)
# 15 0x020dd10c in (Microsoft Entourage + 0x000301ac)
# 16 0x020dd05c in (Microsoft Entourage + 0x000300fc)
# 17 0x020c8b30 in (Microsoft Entourage + 0x0001bbd0)
# 18 0x020ca96c in (Microsoft Entourage + 0x0001da0c)
# 19 0x004bf25c in (PowerPlantZ + 0x0001a36c)
# 20 0x020c61e8 in (Microsoft Entourage + 0x00019288)
# 21 0x0254cd80 in (Microsoft Entourage + 0x0049fe20)

PPC Thread State:
srr0: 0x022b8acc srr1: 0x0200f030 vrsave: 0x00000000
xer: 0x00000000 lr: 0x022b8ac0 ctr: 0x020cef90 mq:0x00000000
r0: 0x022b8ac0 r1: 0xbfffe4f0 r2: 0x0141b000 r3:0x00000000
r4: 0x00000000 r5: 0x014e29e8 r6: 0x014e0970 r7:0x00000000
r8: 0x00000002 r9: 0x00000000 r10: 0x00401a0d r11:0x00000008
r12: 0x01423088 r13: 0x00000000 r14: 0x00000000 r15:0x00000000
r16: 0x00000000 r17: 0x00000000 r18: 0x00000000 r19:0x00000000
r20: 0xbffffcdc r21: 0x018ba600 r22: 0xbffffaa0 r23:0x007f44a0
r24: 0x00000002 r25: 0x003cf37c r26: 0xbfffe69c r27:0x018ba200
r28: 0x018ba600 r29: 0x018ba200 r30: 0x018ba600 r31:0x00000000


Thread 1:

# 1 0x90040238 in (libSystem.B.dylib + 0x00040238)
# 2 0x90040000 in (libSystem.B.dylib + 0x00040000)
# 3 0x9003fe34 in (libSystem.B.dylib + 0x0003fe34)
# 4 0x016a9158 in _MerpUnregisterCFMFragment + 0x00000BAC (ShMem +
0x00067158)
# 5 0x016a8624 in _MerpUnregisterCFMFragment + 0x00000078 (ShMem +
0x00066624)
# 6 0x016a8750 in _MerpUnregisterCFMFragment + 0x000001A4 (ShMem +
0x00066750)
# 7 0x016a9230 in _MerpUnregisterCFMFragment + 0x00000C84 (ShMem +
0x00067230)
# 8 0x9002b1dc in (libSystem.B.dylib + 0x0002b1dc)

PPC Thread State:
srr0: 0x90040238 srr1: 0x0000f030 vrsave: 0x00000000
xer: 0x00000004 lr: 0x90040000 ctr: 0x90040230 mq:0x00000000
r0: 0xffffffa6 r1: 0xf0080a60 r2: 0x007ef3c2 r3:0x00000a96
r4: 0x1f14c663 r5: 0x00000a96 r6: 0x00000000 r7:0x00000000
r8: 0x90040168 r9: 0x00000000 r10: 0x90031a24 r11:0xa0006c14
r12: 0x90040230 r13: 0x00000000 r14: 0x00000000 r15:0x00000000
r16: 0x00000000 r17: 0x00000000 r18: 0x00000000 r19:0x00000000
r20: 0x00000000 r21: 0x00000000 r22: 0x00000000 r23:0x00000000
r24: 0x00000000 r25: 0x00000022 r26: 0x00000088 r27:0xf0080b40
r28: 0x00000a96 r29: 0x1f14c663 r30: 0xf0080b38 r31:0x9003fe90


Loaded modules:

0: LaunchCFMApp:
/System/Library/Frameworks/Carbon.framework/Versions/A/Support/LaunchCFMA
pp
1: PowerPlantZ (11.2.3.060202 Reg=English Loc=0x0000):
/Applications/Microsoft Office 2004/Office/Microsoft Component Plugin
2: MCP RuntimeZ.DLL (11.2.3.060202 Reg=English Loc=0x0000):
/Applications/Microsoft Office 2004/Office/Microsoft Component Plugin
3: MCPZ.stb (11.2.3.060202 Reg=English Loc=0x0000):
/Applications/Microsoft Office 2004/Office/Microsoft Component Plugin
4: MCPCoreZ (11.2.3.060202 Reg=English Loc=0x0000):
/Applications/Microsoft Office 2004/Office/Microsoft Component Plugin
5: Microsoft Framework UI (11.2.3.060202 Reg=English Loc=0x0409):
/Applications/Microsoft Office 2004/Office/Microsoft Framework
6: Microsoft Framework DB (11.2.3.060202 Reg=English Loc=0x0409):
/Applications/Microsoft Office 2004/Office/Microsoft Framework
7: ShMem (11.2.3.060202 Reg=English Loc=0x0000): /Applications/Microsoft
Office 2004/Office/ShMem.bundle/Contents/MacOS/ShMem
8: StuffItSupport:
/Library/Frameworks/StuffItSupport.framework/Versions/A/StuffItSupport
9: Microsoft Entourage (11.2.3.060209 Reg=English Loc=0x0409):
/Applications/Microsoft Office 2004/Microsoft Entourage
10: QuickTime:
/System/Library/Frameworks/QuickTime.framework/Versions/A/QuickTime
11: libSystem.B.dylib: /usr/lib/libSystem.B.dylib
12: libmathCommon.A.dylib: /usr/lib/system/libmathCommon.A.dylib
13: CoreText:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/CoreText.framework/Versions/A/CoreText
14: ATS:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/ATS.framework/Versions/A/ATS
15: CoreGraphics:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/CoreGraphics.framework/Versions/A/CoreGraphics
16: CoreFoundation:
/System/Library/Frameworks/CoreFoundation.framework/Versions/A/CoreFounda
tion
17: CoreServices:
/System/Library/Frameworks/CoreServices.framework/Versions/A/CoreServices
18: libicucore.A.dylib: /usr/lib/libicucore.A.dylib
19: libobjc.A.dylib: /usr/lib/libobjc.A.dylib
20: IOKit: /System/Library/Frameworks/IOKit.framework/Versions/A/IOKit
21: libauto.dylib: /usr/lib/libauto.dylib
22: CarbonCore:
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/C
arbonCore.framework/Versions/A/CarbonCore
23: OSServices:
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/O
SServices.framework/Versions/A/OSServices
24: CFNetwork:
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/C
FNetwork.framework/Versions/A/CFNetwork
25: WebServicesCore:
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/W
ebServicesCore.framework/Versions/A/WebServicesCore
26: SearchKit:
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/S
earchKit.framework/Versions/A/SearchKit
27: Metadata:
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/M
etadata.framework/Versions/A/Metadata
28: libz.1.dylib: /usr/lib/libz.1.dylib
29: Security:
/System/Library/Frameworks/Security.framework/Versions/A/Security
30: DiskArbitration:
/System/Library/Frameworks/DiskArbitration.framework/Versions/A/DiskArbit
ration
31: SystemConfiguration:
/System/Library/Frameworks/SystemConfiguration.framework/Versions/A/Syste
mConfiguration
32: libgcc_s.1.dylib: /usr/lib/libgcc_s.1.dylib
33: libmx.A.dylib: /usr/lib/libmx.A.dylib
34: libbsm.dylib: /usr/lib/libbsm.dylib
35: CoreAudio:
/System/Library/Frameworks/CoreAudio.framework/Versions/A/CoreAudio
36: ApplicationServices:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Appli
cationServices
37: AE:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/AE.framework/Versions/A/AE
38: ColorSync:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/ColorSync.framework/Versions/A/ColorSync
39: PrintCore:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/PrintCore.framework/Versions/A/PrintCore
40: QD:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/QD.framework/Versions/A/QD
41: HIServices:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/HIServices.framework/Versions/A/HIServices
42: LangAnalysis:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/LangAnalysis.framework/Versions/A/LangAnalysis
43: FindByContent:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/FindByContent.framework/Versions/A/FindByContent
44: LaunchServices:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/LaunchServices.framework/Versions/A/LaunchServices
45: SpeechSynthesis:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/SpeechSynthesis.framework/Versions/A/SpeechSynthesis
46: ImageIO:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/ImageIO.framework/Versions/A/ImageIO
47: libcrypto.0.9.7.dylib: /usr/lib/libcrypto.0.9.7.dylib
48: libcups.2.dylib: /usr/lib/libcups.2.dylib
49: libJPEG.dylib:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/ImageIO.framework/Versions/A/Resources/libJPEG.dylib
50: libJP2.dylib:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/ImageIO.framework/Versions/A/Resources/libJP2.dylib
51: libGIF.dylib:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/ImageIO.framework/Versions/A/Resources/libGIF.dylib
52: libRaw.dylib:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/ImageIO.framework/Versions/A/Resources/libRaw.dylib
53: libTIFF.dylib:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/ImageIO.framework/Versions/A/Resources/libTIFF.dylib
54: libPng.dylib:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/ImageIO.framework/Versions/A/Resources/libPng.dylib
55: libRadiance.dylib:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/ImageIO.framework/Versions/A/Resources/libRadiance.dylib
56: Accelerate:
/System/Library/Frameworks/Accelerate.framework/Versions/A/Accelerate
57: vImage:
/System/Library/Frameworks/Accelerate.framework/Versions/A/Frameworks/vIm
age.framework/Versions/A/vImage
58: vecLib:
/System/Library/Frameworks/Accelerate.framework/Versions/A/Frameworks/vec
Lib.framework/Versions/A/vecLib
59: libvMisc.dylib:
/System/Library/Frameworks/Accelerate.framework/Versions/A/Frameworks/vec
Lib.framework/Versions/A/libvMisc.dylib
60: libvDSP.dylib:
/System/Library/Frameworks/Accelerate.framework/Versions/A/Frameworks/vec
Lib.framework/Versions/A/libvDSP.dylib
61: libBLAS.dylib:
/System/Library/Frameworks/Accelerate.framework/Versions/A/Frameworks/vec
Lib.framework/Versions/A/libBLAS.dylib
62: libLAPACK.dylib:
/System/Library/Frameworks/Accelerate.framework/Versions/A/Frameworks/vec
Lib.framework/Versions/A/libLAPACK.dylib
63: DesktopServicesPriv:
/System/Library/PrivateFrameworks/DesktopServicesPriv.framework/Versions/
A/DesktopServicesPriv
64: Foundation:
/System/Library/Frameworks/Foundation.framework/Versions/C/Foundation
65: libxml2.2.dylib: /usr/lib/libxml2.2.dylib
66: libiconv.2.dylib: /usr/lib/libiconv.2.dylib
67: Carbon: /System/Library/Frameworks/Carbon.framework/Versions/A/Carbon
68: ImageCapture:
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/ImageCa
pture.framework/Versions/A/ImageCapture
69: SpeechRecognition:
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/SpeechR
ecognition.framework/Versions/A/SpeechRecognition
70: SecurityHI:
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/Securit
yHI.framework/Versions/A/SecurityHI
71: Ink:
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/Ink.fra
mework/Versions/A/Ink
72: Help:
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/Help.fr
amework/Versions/A/Help
73: OpenScripting:
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/OpenScr
ipting.framework/Versions/A/OpenScripting
74: Print:
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/Print.f
ramework/Versions/A/Print
75: HTMLRendering:
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HTMLRen
dering.framework/Versions/A/HTMLRendering
76: NavigationServices:
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/Navigat
ionServices.framework/Versions/A/NavigationServices
77: CarbonSound:
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/CarbonS
ound.framework/Versions/A/CarbonSound
78: CommonPanels:
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/CommonP
anels.framework/Versions/A/CommonPanels
79: HIToolbox:
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolb
ox.framework/Versions/A/HIToolbox
80: AudioToolbox:
/System/Library/Frameworks/AudioToolbox.framework/Versions/A/AudioToolbox
81: AudioUnit:
/System/Library/Frameworks/AudioUnit.framework/Versions/A/AudioUnit
82: libCGATS.A.dylib:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/CoreGraphics.framework/Versions/A/Resources/libCGATS.A.dylib
83: libCSync.A.dylib:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/CoreGraphics.framework/Versions/A/Resources/libCSync.A.dylib
84: libRIP.A.dylib:
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frame
works/CoreGraphics.framework/Versions/A/Resources/libRIP.A.dylib
85: libstdc++.6.dylib: /usr/lib/libstdc++.6.dylib
86: libresolv.9.dylib: /usr/lib/libresolv.9.dylib
87: OpenTransport:
/System/Library/PrivateFrameworks/OpenTransport.framework/OpenTransport
88: DVComponentGlue:
/System/Library/Frameworks/DVComponentGlue.framework/Versions/A/DVCompone
ntGlue
89: StuffIt: /Library/Frameworks/StuffIt.framework/StuffIt

Operating System Information
Operating System: Mac OS X 10.4.5 (Build 8H14)
CPU: G4 (7450), Number: 1, Speed: 1666 MHz
gestaltPhysicalRAMSize err = 0, result = 2047 MB
gestaltSystemVersion err = 0, result = 0x1045
Screen: 1440 x 960, depth = 32, ltbr = 0, 0, 960, 1440

Microsoft Application Information:
Error Reporting UUID: A9C3897C-9048-11DA-9EAE-001124E39F3C
Time from launch: 0 hours, 0 minutes, 2 seconds
Total errors on this client: 30
 
D

Diane Ross

I am open to any suggestions as I really do not want to create a new
account and transfer all contents of this account just to solve a
problem that is probably related to one single corrupted
Entourage-related file.
Click to expand...

Try holding down the shift key during launch to prevent startup schedules
from firing.

If Entourage open ok, then you need to look for a corrupt message. You could
then turn off Preview Pane and peruse the server looking for the problem
message. It's most likely the oldest one. (If you have POP accounts, you'd
do it by Allow Online Access in the Options page of the account settings,
then checking the server icon now appearing in the Folders List and turn off
Preview Pane. If IMAP, Exchange or Hotmail just check your Inbox and folders
affected by rules with Preview Pane turned off.) Delete the message (which
actually marks it for Deletion form the server), connect to the server (Send
& Receive All), and I think you'll be OK.

You can also use web mail to view your messages.
 
D

dano

Diane Ross said:
Try holding down the shift key during launch to prevent startup schedules
from firing.
Click to expand...

Did that. No help. Entourage still crashes instantly (about :02 seconds
into start sequence).
If Entourage open ok,
Click to expand...

Can't even get it to open and stay open.
then you need to look for a corrupt message. You could
then turn off Preview Pane and peruse the server looking for the problem
message. It's most likely the oldest one. (If you have POP accounts, you'd
do it by Allow Online Access in the Options page of the account settings,
then checking the server icon now appearing in the Folders List and turn off
Preview Pane. If IMAP, Exchange or Hotmail just check your Inbox and folders
affected by rules with Preview Pane turned off.) Delete the message (which
actually marks it for Deletion form the server), connect to the server (Send
& Receive All), and I think you'll be OK.

You can also use web mail to view your messages.
Click to expand...

I don't care about the messages. I need the contacts. If I could get it
to open then I could delete all messages, then delete and recreate the
mail accounts. Only two, but Send and Receive schedule is turned off for
one. The second is apparently what triggered the crash and current
state, or at least that is what immediately preceded this entire state.
And by immediately preceded I mean that as soon as I closed the wizard
that created the second email account (POP) the app crashed and now will
not open.
 
D

Diane Ross

I don't care about the messages. I need the contacts. If I could get it
to open then I could delete all messages, then delete and recreate the
mail accounts.
Click to expand...

Will Apple's Address book import your contacts? If yes, then you can create
a new Entourage Identity and import from the Address Book.
 
D

dano

Diane Ross said:
Will Apple's Address book import your contacts?
Click to expand...

I've exported contacts, calendar and categories to text files.
If yes, then you can create
a new Entourage Identity and import from the Address Book.
Click to expand...

But this is the fundamental problem: Entourage crashes instantly upon
start. This is the problem that needs to be fixed.

I suspect there is a corrupted file somewhere in (below) the ~/
directory tree that is causing it to not start. Am hoping that somebody
might know which file(s) to delete.
 
D

Diane Ross

But this is the fundamental problem: Entourage crashes instantly upon
start. This is the problem that needs to be fixed.

I suspect there is a corrupted file somewhere in (below) the ~/
directory tree that is causing it to not start. Am hoping that somebody
might know which file(s) to delete.
Click to expand...

You need to remove or rename your old Identity from the Microsoft User Data
folder. The MUD folder is located in your Documents folder. With no Identity
folder, Entourage will automatically create a new blank Identity that will
open.
 
D

dano

Diane Ross said:
You need to remove or rename your old Identity from the Microsoft User Data
folder. The MUD folder is located in your Documents folder. With no Identity
folder, Entourage will automatically create a new blank Identity that will
open.
Click to expand...

Thanks - I will try that.
 
D

dano

Diane Ross said:
You need to remove or rename your old Identity from the Microsoft User Data
folder. The MUD folder is located in your Documents folder. With no Identity
folder, Entourage will automatically create a new blank Identity that will
open.
Click to expand...

In the end deleting only ~/Documents/Microsoft User Directory alone did
not solve the problem. I also deleted ~/Library/Fonts (contained only
Microsoft fonts) and ~/Library/Preferences/Microsoft and some
com.microsoft.* files and then finally Entourage restarted and rebuilt
the MUD.

Thanks Diane, for your patience and your advice.
 
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