Duplicates! Duplicates!

[tommy martin]

We have been using Exchange for about 8 years. We have a mixed Windows/Mac
environment with several hundred users on Macs. Beginning in April 2008 we
started having users report email/calendar/contact duplicates. We have caught
Entourage in the act of duplicating and we can put a halt to it by quitting
Entourage, but it is happening to people every day and it is taking time away
from our support staff dealing with all of these duplicates. We have tried
upgrading to Office 2008 and it seems to have made the problem worse. We've
upgraded our Exchange 2003 server with all of the latest patches. We have
upgraded the computers to Leopard. We have moved users to our new 2007
Exchange server and the duplicates continue. Nothing seems to help. One thing
that may or may not be related is that we also switched our users to Active
Directory mobile accounts, but this started happening before we completed
that process and it was happening to people who were working with local
accounts. All of our Mac hardware is intel based-- mostly macbook pros . The
only thing that is somewhat consistent is users who have this problem the
most are those that tend to have 1000+ messages in their primary folders
(inbox, sent, deleted). We do have some users on Mac Pros with lots of RAM
and I do not think we have ever seen this occur on their computers. We have
been on the phone for hours with technet sending them tcpflow reports,
checking exchange servers, blackberry servers, virus software, etc. So far we
have not solved the problem and it's driving us crazy. Do you have any
suggestions? We are getting desperate and so are our users! Thanks.

 

[Corentin Cras-Méneur]

We have tried
upgrading to Office 2008 and it seems to have made the problem worse.

What version of Entoruage do you have?? Are you currently in 12.1.4??
That's the version I am running and I'm not seeing duplications with
Exchange.


Now.... if you have Sync Services enabled, it remains a possibility that
events are duplicated through SyncServices and when the account syncs
back to Excahnge you see them there too.
You can turn off SyncServices to check that.

Corentin

 

[Michael Dragone]

I've seen duplicate weirdness like this with SyncServices turned on as
well...

 

[Corentin Cras-Méneur]

I've seen duplicate weirdness like this with SyncServices turned on as
well...

it's usually because of all-day events. They drive the sync nuts and
replicate faster than rabiits.
I must say that with MacOS X 10.5.5 and Entourage 12.1.4 I don;t see
them anymore (knocking franctically on wood).

Corentin

 

[Kerry]

We have been using Exchange for about 8 years. We have a mixed Windows/Mac
environment with several hundred users on Macs. Beginning in April 2008 we
started having users report email/calendar/contact duplicates. We have caught
Entourage in the act of duplicating and we can put a halt to it by quitting
Entourage, but it is happening to people every day and it is taking time away
from our support staff dealing with all of these duplicates. We have tried
upgrading to Office 2008 and it seems to have made the problem worse. We've
upgraded our Exchange 2003 server with all of the latest patches. We have
upgraded the computers to Leopard.  We have moved users to our new 2007
Exchange server and the duplicates continue. Nothing seems to help. One thing
that may or may not be related is that we also switched our users to Active
Directory mobile accounts, but this started happening before we completed
that process and it was happening to people who were working with local
accounts. All of our Mac hardware is intel based-- mostly macbook pros . The
only thing that is somewhat consistent is users who have this problem the
most are those that tend to have 1000+ messages in their primary folders
(inbox, sent, deleted). We do have some users on Mac Pros with lots of RAM
and I do not think we have ever seen this occur on their computers. We have
been on the phone for hours with technet sending them tcpflow reports,
checking exchange servers, blackberry servers, virus software, etc. So far we
have not solved the problem and it's driving us crazy. Do you have any
suggestions? We are getting desperate and so are our users! Thanks.

Dups and other unusual behaviors is a know issue with Ent08 sync
services. Microsoft is aware of this and is working on it but not with
much success (the problem we have today is basically what I
encountered back on Jan 15 when it was release). Don't count on a
quick fix or.... There is a way to work around this but involves a
little work however, it is relatively reliable (posted here and
Mactopia). You will though encounter sync problems with Entourage if
you have more than one sync module turned on in Ent sync services
preferences and it will drive you nuts.

 

[Guest]

Different Duplicates...
I have a slightly different problem with Ent2008, every version up to and including the latest, 12.1.4. Sometimes, but not always, when I click on a new email header after clicking "Receive All," the program will open a duplicate of an adjacent message. All of a sudden, I have 2 copies of one message, and the one I tried to open is "gone" from Entourage (but still on my POP server when I check from another iMac). I have Preview Pane turned off and no Sync Services selected. I have tried creating new users; still happens. This is ridiculous. Has anyone else experienced this, and if so, any suggestions? Thanks.

 

[Guest]

Different Duplicates...
I have a slightly different problem with Ent2008, every version up to and including the latest, 12.1.4. Sometimes, but not always, when I click on a new email header after clicking "Receive All," the program will open a duplicate of an adjacent message. All of a sudden, I have 2 copies of one message, and the one I tried to open is "gone" from Entourage (but still on my POP server when I check from another iMac). I have Preview Pane turned off and no Sync Services selected. I have tried creating new users; still happens. This is ridiculous. Has anyone else experienced this, and if so, any suggestions? Thanks.

 

[Kerry]

I've seen duplicate weirdness like this with SyncServices turned on as
well...

No, sync services is a known issue to Microsoft and dups is only one
of the weird behaviors that you'll get. I have to have sync though for
my Palm and BlackBerry both of which I use extensively. Microsoft has
no time-frame on a fix so to avoid data errors (dups, lost records,
records that don't move from the handheld to Entourage (will appear in
iCal)) just have one sync module enabled at a time (e.g. Calendar).
See Markspaces forum and how users are employing this approach.
However, I do suggest to anyone, if you don't need the relational/
search capabilities of Entourage you are probably better served by
just using the Apple apps or something like Contactizer that uses the
Apple app's engine to populate its database. That is, this kind of app
has its own DB structure for advanced functionality but using the
Apple app's core for data population. Thus, if you do get a sync
problem using the Apple apps (which is rare) it is an Apple issue in
sync services and is easily rectifiable. Throw in Entourage's mess
though and it is a bit challenging to rectify and further data loss is
a distinct possibility using Entourage (you might not notice it till
its too far out and a restore to a good backup causes too much newly
entered information to be well GONE!!!!!!)

 

[Kerry]

it's usually because of all-day events. They drive the sync nuts and
replicate faster than rabiits.
I must say that with MacOS X 10.5.5 and Entourage 12.1.4 I don;t see
them anymore (knocking franctically on wood).

Corentin

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You're right Corentin that the all day dups don't seem to happen AS
MUCH but I can still have that happen occasionally if I have more that
one Ent 08 sync module turned on. However, I do experience all the
other sync problems with Entourage that has been there since the day I
bought Office 08 the day it came out. I have to be careful and I only
work with one module turned on. As soon as I try running with all
three modules turned on in any sync mode (overwrite, combine etc)
nasty stuff happens. I have talked to various people in Microsoft now
and although they certainly know of the issue they have no time-frame
on a fix. Two people have even suggested, with all the pain I'm going
through to ensure this runs properly without data loss, its not worth
using Entourage until this is fixed and they suggested using another
app for now such as the Apple apps. Apple recommended a couple I might
want to try. Nothing really meets my needs though. But.....!!!!! I'm
on the list to be advised on when a fix happens so that way if I do
move off Entourage I can safely then move back on without having to
constantly test this thing as updates appear. If you look at all the
updates since release, only one has mentioned sync serv and it really
did not apply to the significant problem we're all experiencing.

 

[Corentin Cras-Méneur]

Different Duplicates... I have a slightly different problem with
Ent2008, every version up to and including the latest, 12.1.4.
Sometimes, but not always, when I click on a new email header after
clicking "Receive All," the program will open a duplicate of an adjacent
message.

Well that can't be related to SyncServices since e-mails simply do not
sync that way.
A corruption in the database maybe??

Corentin

 

[Diane Ross]

I have a slightly different problem with Ent2008, every version up to and
including the latest, 12.1.4. Sometimes, but not always, when I click on a new
email header after clicking "Receive All," the program will open a duplicate
of an adjacent message.

This sounds more like your mouse or user error that is causing this
behavior. Do you have your mouse programmed to copy/move?

Is there a way to make a movie of what you are doing?

 

[Guest]

This sounds more like your mouse or user error that is causing this behavior.
Do you have your mouse programmed to copy/move?





Is there a way to make a movie of what you are doing?





-- Diane




Diane, thanks for your input. My mouse is not programmed to copy/move. The duplication of the header and related email is random. It occurs probably 1 out of 3 or 4 times. I check for new mail, I click on a unread message from "Bob" that is above or below a unread message from "Tom;" instead of opening "Bob," Entourage converts "Bob" to "Tom," right down to size, date & time sent, etc.

Now I have 2 identical "Tom" emails, one opened and the original unopened. When I open the original "Tom" it is identical to the duplicate, and the original "Bob" message is gone from my inbox (but still on my Qwest POP server when I check from another computer).

Again, this "phenomenom" does not happen all the time, just enough to be really annoying. Thanks again for your input.

Jim

 

[Diane Ross]

Diane, thanks for your input. My mouse is not programmed to copy/move. The
duplication of the header and related email is random. It occurs probably 1
out of 3 or 4 times. I check for new mail, I click on a unread message from
"Bob" that is above or below a unread message from "Tom;" instead of opening
"Bob," Entourage converts "Bob" to "Tom," right down to size, date & time
sent, etc.

Now I have 2 identical "Tom" emails, one opened and the original unopened.
When I open the original "Tom" it is identical to the duplicate, and the
original "Bob" message is gone from my inbox (but still on my Qwest POP server
when I check from another computer).

I'm having a hard time visualizing this. Any screenshots would really help.
I imagine if it's random it's hard to catch the first step.

 

[Guest]

Diane,

Well, it took a while (I thougt perhaps upgrading to Entourage v. 12.14 took care of the problem after all), but, "it's back!" I took some before/after screen shots, and, assuming I can attach them to this message, you should see the following:

Picture 1: Message #6 from top, from "What on Earth," subject, "The Magic of JK Rowling Returns..."

/Users/user/Desktop/Picture 1.jpg

When I clicked on the "Magic of JK Rowling..." header to open this message, I got:

Picture 2: Under the boldface "Tuesday (1)," message #10 down from the top, from "Personal Bailout Help," subject, "Bailout options here! FHA..."

/Users/user/Desktop/Picture 2.jpg

This email is an exact copy of the unopened (header in red) message right below it. The original email, "The Magic of JK Rowling..." no longer shows up in my inbox (but it does exist on my Qwest server).

When I attempted to open the duplicate "Bailout options here!" message, I instead got "New Featured Real Estate Websites..." which was the 2nd message from the top in Picture 2. I've attached a screenshot, Picture 3:

/Users/user/Desktop/Picture 3.jpg

Notice at the top it says, "Bailout options here!" but the actual message is the "New Featured Real Estate Websites." email from (e-mail address removed). I truly appreciate any help you can provide with this weird anomaly, thank you.

Jim

 

[Guest]

Thanks Jolly R; newbie to this forum. Here are the screen shots, starting with #1:

<http://img443.imageshack.us/my.php?image=picture1ea1.jpg>

Screen shot #2:

<http://img224.imageshack.us/my.php?image=picture2pr5.jpg>

Screen shot #3:

<http://img131.imageshack.us/my.php?image=picture3mp6.jpg>

Diane, I hope this helps you visualize the issue I am having with ENT2008. I did not have this "duplication" or "re-population" of emails on this (2007) iMac when I was running OfficeMac2004; it only started when I upgraded to 2008. Thanks again for any insight, and thanks again to JR for the ImageShack instructions.

Jim

 

[Guest]

Okay, continuining in the Newbie vein, I sized the ImageShack pictures at 640x480, or "Message Board" size, only to find out (after uploading them) that they are pretty small and there is no apparent way to enlarge them for viewing. So, here they are again in 1280x1024 (19" monitor) size, with my original play-by-play description of what was happening:

Picture 1: Message #6 from top, from "What on Earth," subject, "The Magic of JK Rowling Returns..."

#1

<http://img338.imageshack.us/my.php?image=picture1ee1.jpg>

When I clicked on the "Magic of JK Rowling..." header to open this message, I got:

Picture 2: Under the boldface "Tuesday (1)," message #10 down from the top, from "Personal Bailout Help," subject, "Bailout options here! FHA..."

#2

<http://img338.imageshack.us/my.php?image=picture2nr9.jpg>

This email is an exact copy of the unopened (header in red) message right below it. The original email, "The Magic of JK Rowling..." no longer shows up in my inbox (but it does exist on my Qwest server).

When I attempted to open the duplicate "Bailout options here!" message, I instead got "New Featured Real Estate Websites..." which was the 2nd message from the top in Picture 2. I've attached a screenshot, Picture 3:

#3

<http://img355.imageshack.us/my.php?image=picture3qe5.jpg>

Notice at the top it says, "Bailout options here!" but the actual message is the "New Featured Real Estate Websites." email from (e-mail address removed). I truly appreciate any help you can provide with this weird anomaly, thank you.

Thanks again!

Jim

 

[Diane Ross]

Okay, continuining in the Newbie vein, I sized the ImageShack pictures at
640x480, or "Message Board" size, only to find out (after uploading them) that
they are pretty small and there is no apparent way to enlarge them for
viewing. So, here they are again in 1280x1024 (19" monitor) size, with my
original play-by-play description of what was happening:

They are still to small to view. If you use 3pane view can you see the
problem so that when you take a screenshot it's of part of the screen?

When you post, please describe the problem again. You are not the original
poster and since you didn't use your name it's hard to go back and find YOUR
problem. (Note: it's always best to start your own thread. In fact, when you
post, start your own thread so we get a clear picture of the problem.)

 

[Guest]

Diane, my name is Jim. Please bear with me one more time as I describe my settings and my problem with Entourage 2008. I have re-sized the attached images again; if you click on each link to open the image in ImageShack, and then click on the image again, it will open in full-screen size.

1. I have 2 POP accounts, "gojc" and "ndginc," both of which are included in "Send & Receive," and both of which are set to allow online access (show in folder list).

2. I have Preview Pane turned off, so only the new, unread email headers show (in red) when I check for new messages. The header columns are set to show "From," Subject," "Sent," etc.

Here is the problem: sometimes (maybe 1 time out of 5) when I double click on a new, unread header to open a message, Entourage will "convert" the message I attempted to open into an exact duplicate of another new, also unread message.

When I open both messages, they are identical. The original message that I tried to open is gone from my iMac, but remains on the Qwest server and can be read from another computer. Here is an example:

Picture 1: Note the 4th message down under the boldface section "Yesterday (6)," From "What on Earth," Subject "The Magic of JK Rowling Returns..."

<http://img152.imageshack.us/my.php?image=picture1aen7.jpg>

When I clicked on the "What on Earth" header to open the message, Entourage instead opened the first email under the boldface section "Tuesday (1)," From "Personal Bailout Help," Subject, "Bailout options here! FHA at 5.15% fixed..."

At this point, the original "What on Earth" header and related email are gone, and I now have 2 "Personal Bailout Help" emails; one showing as read and one unread (in other words, in red, sorry):

Picture 2:

<http://img152.imageshack.us/my.php?image=picture2azw0.jpg>

When I clicked on the unread (red color) "Personal Bailout Help" header, Entourage instead opened the second message from the very top in both Picture 1 and Picture 2. The message is From "acooper@agentimage...," Subject "New Featured Real Estate Websites - December 2..."

Picture 3:

<http://img152.imageshack.us/my.php?image=picture3ari7.jpg>

If you look closely at the top of this picture, you will see that Entourage is displaying "Bailout options here! FHA at 5.25% fixed, and more!" This window title is obviously from the "Personal Bailout Help" email, not the "acooper@agentimage" email.

I hope this helps better explain the "anomaly" and I hope you have some insight! Thanks.

Jim

 

[Diane Ross]

Diane, my name is Jim. Please bear with me one more time as I describe my
settings and my problem with Entourage 2008. I have re-sized the attached
images again; if you click on each link to open the image in ImageShack, and
then click on the image again, it will open in full-screen size.

1. I have 2 POP accounts, "gojc" and "ndginc," both of which are included in
"Send & Receive," and both of which are set to allow online access (show in
folder list).

Hi Jim, I now see and appreciate your multiple attempts to get the
screenshots posted. I'm guessing your Qwest server isn't playing well with
Entourage's online access feature. I'm able to open messages that are stored
on Comcast's server.

Using "online access" in Entourage is not meant to be used as your normal
interaction with messages. It's more of an aid to help troubleshoot. This is
often useful to delete a corrupt message that is causing download problems.

If you want this type of interaction with messages on the server, you should
change from POP to IMAP.

If this is a daily activity. I would say use Entourage and not online access
to open and view emails. If it's a sometimes activity. I would not try
opening the message but selecting and viewing them either in 3 pane view or
preview pane below.

Personally, I use 3 pane view. It's much easier to manage and view emails.
IMHO

Does this help enhance your understanding of using Entourage? Please feel
free to continue this discussion. It's entirely possible we are not fully
communicating about what you are trying to accomplish.

 

[Guest]

Hi Jim, I now see and appreciate your multiple attempts to get the screenshots
posted. I'm guessing your Qwest server isn't playing well with Entourage's
online access feature. I'm able to open messages that are stored on Comcast's
server.





Using "online access" in Entourage is not meant to be used as your normal
interaction with messages. It's more of an aid to help troubleshoot. This
is often useful to delete a corrupt message that is causing download problems.





If you want this type of interaction with messages on the server, you
should change from POP to IMAP. If this is a daily activity. I would say
use Entourage and not online access to open and view emails. If it's a
sometimes activity. I would not try opening the message but selecting
and viewing them either in 3 pane view or preview pane below.





Personally, I use 3 pane view. It's much easier to manage and view emails.
IMHO





Diane




Diane, thanks for the quick response. I presume by "3 pane" you mean "Folders" on left; "Inbox" in the middle and "Preview Pane" on the right?

I have been using the "online access" method for multiple email accounts for years, because it seems much simpler to just click on the account I want to check in the "Folders" list, which displays that account's Inbox only, as opposed to "Sending/Receiving" all accounts and having all messages lumped together. BTW, the duplication issue only occurs with ENT2008 (I am still using 2004, with online access enabled, at the office).

Anyway, I will give your suggestion a try and let you know how it works out. I will also check with Qwest about IMAP vs. POP accounts for our DSL service.

Thanks again for taking time to consider my conundrum and for trying to help out!

Jim