R
Rebecca Harriss [MSFT]
Hi All,
I wanted to give you an update regarding Microsoft Office 11.2.0 Service
Pack 2 (SP2), which we released Sept. 20th. SP2 has been a resounding
success in most cases, however, we have received a few isolated reports of
lost data from customers after installing SP2.
Known issue: After installing SP2, if an Exchange mailbox is moved from one
Exchange server to another, occasionally messages, events and contacts may
be deleted the first time Entourage attempts to re-sync with the moved
mailbox. If this occurs, customers will initially notice duplicate folders,
and ultimately their messages, events and contacts may be deleted.
Whom does the issue affect: This is a very isolated issue and seems to
impact a small group of Entourage users on Microsoft Exchange servers. The
vast majority of Office Mac customers will not be impacted. The issue is
seen only when an Exchange mailbox is moved to a different Exchange server
following the installation of SP2.
How to avoid the issue: It is strongly advised that Exchange administrators
either move mailboxes for Entourage users prior to installing SP2, or wait
to move mailboxes until the Office 2004 11.2.1 update has been applied.
When will the patch be available? The Office 2004 11.2.1 update will be
available as a free download via Microsoft AutoUpdate or at
www.microsoft.com/mac <http://www.microsoft.com/mac> prior to Nov. 1st. The
update will also be available in volume licensing kits in December.
Is additional information forthcoming? Yes, we will be providing a Knowledge
Base article with more prescriptive guidance within the next week. In the
meantime, customer issues should be escalated to PSS.
What if data loss has already occurred? First, the customer should quit out
of Entourage immediately if they notice either duplicate folders or lost
data. This will stop Entourage from synchronizing, and will help the
customer avoid further data loss. Users should not use Entourage until their
Exchange server account settings have been deleted. To do this, users should
first disconnect from the network, open Entourage, and then delete their
Exchange account (under Tools | Accounts) before they install the Office
2004 11.2.1 update. After installing the 11.2.1 update, users should
re-create their Exchange server account settings.
Recovering lost data: The best way for customers to recover their data is to
restore their mailbox from an existing back-up they should contact their
Exchange system administrator for assistance. In some instances, customers
have been able to recover data by using the Recover Deleted Items tool from
Outlook Web Access. Log in to your Exchange account using Outlook Web Access
on your Mac Web browser, click Options on the left hand side and scroll down
to Recover Deleted Items; customers should contact their Exchange system
administrator for assistance. Additional guidance for system administrators
can be obtained from Microsoft Product Support Services. Customers may visit
www.microsoft.com/mac/support <http://www.microsoft.com/mac/support> for
contact information if they are unsure of their PSS contact.
Thanks,
The Macintosh Business Unit
Rebecca Harriss
Microsoft Corporation
Macintosh Business Unit, Entourage Test
This posting is provided ³AS IS² with no warranties, and confers no rights.
I wanted to give you an update regarding Microsoft Office 11.2.0 Service
Pack 2 (SP2), which we released Sept. 20th. SP2 has been a resounding
success in most cases, however, we have received a few isolated reports of
lost data from customers after installing SP2.
Known issue: After installing SP2, if an Exchange mailbox is moved from one
Exchange server to another, occasionally messages, events and contacts may
be deleted the first time Entourage attempts to re-sync with the moved
mailbox. If this occurs, customers will initially notice duplicate folders,
and ultimately their messages, events and contacts may be deleted.
Whom does the issue affect: This is a very isolated issue and seems to
impact a small group of Entourage users on Microsoft Exchange servers. The
vast majority of Office Mac customers will not be impacted. The issue is
seen only when an Exchange mailbox is moved to a different Exchange server
following the installation of SP2.
How to avoid the issue: It is strongly advised that Exchange administrators
either move mailboxes for Entourage users prior to installing SP2, or wait
to move mailboxes until the Office 2004 11.2.1 update has been applied.
When will the patch be available? The Office 2004 11.2.1 update will be
available as a free download via Microsoft AutoUpdate or at
www.microsoft.com/mac <http://www.microsoft.com/mac> prior to Nov. 1st. The
update will also be available in volume licensing kits in December.
Is additional information forthcoming? Yes, we will be providing a Knowledge
Base article with more prescriptive guidance within the next week. In the
meantime, customer issues should be escalated to PSS.
What if data loss has already occurred? First, the customer should quit out
of Entourage immediately if they notice either duplicate folders or lost
data. This will stop Entourage from synchronizing, and will help the
customer avoid further data loss. Users should not use Entourage until their
Exchange server account settings have been deleted. To do this, users should
first disconnect from the network, open Entourage, and then delete their
Exchange account (under Tools | Accounts) before they install the Office
2004 11.2.1 update. After installing the 11.2.1 update, users should
re-create their Exchange server account settings.
Recovering lost data: The best way for customers to recover their data is to
restore their mailbox from an existing back-up they should contact their
Exchange system administrator for assistance. In some instances, customers
have been able to recover data by using the Recover Deleted Items tool from
Outlook Web Access. Log in to your Exchange account using Outlook Web Access
on your Mac Web browser, click Options on the left hand side and scroll down
to Recover Deleted Items; customers should contact their Exchange system
administrator for assistance. Additional guidance for system administrators
can be obtained from Microsoft Product Support Services. Customers may visit
www.microsoft.com/mac/support <http://www.microsoft.com/mac/support> for
contact information if they are unsure of their PSS contact.
Thanks,
The Macintosh Business Unit
Rebecca Harriss
Microsoft Corporation
Macintosh Business Unit, Entourage Test
This posting is provided ³AS IS² with no warranties, and confers no rights.