Entourage 12.2.0 update crashes after update install

[bbrown]

Version: 2008
Operating System: Mac OS X 10.5 (Leopard)
Processor: Intel
Email Client: imap

Just installed the "SP2" update and Entourage crashes when launched with the following error:

Exception Type: EXC_BREAKPOINT (SIGTRAP)
Exception Codes: 0x0000000000000002, 0x0000000000000000
Crashed Thread: 0

Dyld Error Message:
Symbol not found: __Z17CGColorCreateRGBAffff
Referenced from: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/Microsoft Entourage
Expected in: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/../Frameworks/EntourageCore.framework/Versions/12/EntourageCore

All other Office apps launch just fine. But I use Entourage all the time and need a fix.

 

[hefner]

Having the same issue. Anyone know of a fix for this?

 

[chsv80]

Same, here is the full output from Console:

7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] dyld: lazy symbol binding failed: Symbol not found: __Z17CGColorCreateRGBAffff
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] Referenced from: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/Microsoft Entourage
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] Expected in: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/../Frameworks/EntourageCore.framework/Versions/12/EntourageCore
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] dyld: Symbol not found: __Z17CGColorCreateRGBAffff
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] Referenced from: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/Microsoft Entourage
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] Expected in: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/../Frameworks/EntourageCore.framework/Versions/12/EntourageCore
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] Expected in: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/../Frameworks/EntourageCore.framework/Versions/12/EntourageCore
7/23/09 8:22:13 AM ReportCrash[84253] Formulating crash report for process Microsoft Entourage[84252]
7/23/09 8:22:13 AM ReportCrash[84253] Saved crashreport to /Users/hanzo/Library/Logs/CrashReporter/Microsoft Entourage_2009-07-23-082210_christian.crash using uid: 502 gid: 20, euid: 502 egid: 20
7/23/09 8:22:13 AM com.apple.launchd[220] ([0x0-0x3db3db].com.microsoft.Entourage[84252]) Exited abnormally: Trace/BPT trap

 

[chsv80]

And here is the referenced Crash Reporter output:

Process: Microsoft Entourage [84252]
Path: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/Microsoft Entourage
Identifier: com.microsoft.Entourage
Version: 12.1.9 (12.1.9)
Build Info: Unknown-90515~0
Code Type: X86 (Native)
Parent Process: launchd [220]

Date/Time: 2009-07-23 08:22:10.949 -0400
OS Version: Mac OS X Server 10.5.7 (9J61)
Report Version: 6
Anonymous UUID: 9372AB35-4F05-4A1F-8894-799249FB13E7

Exception Type: EXC_BREAKPOINT (SIGTRAP)
Exception Codes: 0x0000000000000002, 0x0000000000000000
Crashed Thread: 0

Dyld Error Message:
Symbol not found: __Z17CGColorCreateRGBAffff
Referenced from: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/Microsoft Entourage
Expected in: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/../Frameworks/EntourageCore.framework/Versions/12/EntourageCore

 

[Diane Ross]

It sounds like an incomplete update. It's possible you can simply apply the
standalone updater again, but I would use "Remove Office" then manually
remove the files like receipts that were not removed, then install Office
from the DVD then update. FWIW, there were two versions of the updater. One
for folks that had updated to 12.1.9 and another fuller version for those
with older updates. It's pure speculation, but perhaps the wrong updater was
applied. The other is user error and/or $#@! happens when you update.

Remove Office
<http://www.entourage.mvps.org/install/remove_office.html>

Install Office for Mac 2008 including updates
<http://www.entourage.mvps.org/install/install.html>

Steps to update Office after installing from DVD
<http://www.entourage.mvps.org/install/update_steps.html>

Steps for a successful update
<http://www.entourage.mvps.org/install/update_basics.html>

Dos and Don'ts for a good install

<http://tinyurl.com/6cmyyc>

Check List to troubleshoot your install

<http://tinyurl.com/cgp47l>

 

[bbrown]

I tried the easy solution (try again) and it did not work.
It seems like MS has a bug in their installation since others are reporting the exact same issue.
I will go ahead and remove, install, update and update but I am not happy about this. This will take me quite a bit of time (and it may not even work).
Your response reminds me of the IT person who tells you to reinstall the Windows operating system as a first step if something doesn't work on a PC. I would have expected a bit more trouble shooting on the MS side of this.

 

[Diane Ross]

Your response reminds me of the IT person who tells you to reinstall the
Windows operating system as a first step if something doesn't work on a PC. I
would have expected a bit more trouble shooting on the MS side of this.

I gave you my best advice based on your crash report. Microsoft doesn't
offer free support and we do our best as volunteers here to offer
suggestions.

 

[Corentin Cras-Méneur]

Your response reminds me of the IT person who tells you to reinstall the
Windows operating system as a first step if something doesn't work on a
PC.

This is not quite the same situation. Diane (and I) suspect tht
something went wrong during the updating process. The only way out would
be to remove the - now - corrupted install to start fresh and reinstall,
hoping that the update process will now proceed all the way and get you
to a proper 12.2.0 state.

I would have expected a bit more trouble shooting on the MS side of
this.

Where did you see anyone from MS post here? This is peer-support
newsgroup.

Corentin

 

[Diane Ross]

Just installed the "SP2" update and Entourage crashes when launched with the
following error:

Exception Type: EXC_BREAKPOINT (SIGTRAP)
Exception Codes: 0x0000000000000002, 0x0000000000000000
Crashed Thread: 0

The developer is requesting the full log. Can you send it to me off list?
The forum doesn't allow for full logs to be posted.

EntourageHelp at gmail dot com

Subject: Newsgroup feedback

Please use this subject so my rule will catch it.

 

[NNicholaou]

Is there a follow-up from the developer yet? I first filed this on 7/20 about 3pm PDT ( <http://www.officeformac.com/ms/ProductForums/Entourage/10785/0> ) and would love a resolution.

 

[Diane Ross]

Is there a follow-up from the developer yet? I first filed this on 7/20 about
3pm PDT ( <http://www.officeformac.com/ms/ProductForums/Entourage/10785/0> )
and would love a resolution.

The developers do not read this forum. This is not an official Microsoft
forum. This is an interface to a public newsgroup and we are your peers.
Some of us can get in touch with the developers as in this case, but
normally all help comes from volunteers.

I just received my first full report and will be forwarding it on soon.
Until he get a full report it's hard for him to give any feedback.

 

[Markus72]

wrote:

This is not quite the same situation. Diane (and I) suspect tht
something went wrong during the updating process. The only way out would
be to remove the - now - corrupted install to start fresh and reinstall,
hoping that the update process will now proceed all the way and get you
to a proper 12.2.0 state.

it is definitely a problem with the update. I can see that all other applications have been updated tp 12.2.0 but not Entourage. This has still version 12.1.5.
No MS app was running when i tried the update. I restored Office from time machine twice already and got the same result and NO i will not install it from scratch.

 

[Diane Ross]

it is definitely a problem with the update. I can see that all other
applications have been updated tp 12.2.0 but not Entourage. This has still
version 12.1.5.

If the updater was bad then everyone would have the problem. I find that
it's easier to do a reinstall from the DVD than try to find out what's
wrong.

In addition, download the combo updater from Apple and run it again rather
than using Software Update. Doing so overwrites potentially problem-causing
files. Combo updaters will install on the same version as they¹re
applying‹no need to roll back or do a clean install.

Leopard:

Mac OS X 10.5.6 Combo Update (For both PowerPC- and Intel-based Macs )
<http://support.apple.com/downloads/Mac_OS_X_10_5_7_Combo_Update>

Tiger:

Mac OS X 10.4.11 Combo Update (PPC)
<http://www.apple.com/support/downloads/macosx10411comboupdateppc.html>

Mac OS X 10.4.11 Combo Update (Intel)

<http://www.apple.com/support/downloads/macosx10411updateintel.html>

 

[bbrown]

I can understand why a clean install of Office and then an update might work. I dont understand why you are suggesting an OS update using the combo update? Are you thinking that some OS files might be corrupted causing this problem?

 

[Diane Ross]

I can understand why a clean install of Office and then an update might work.
I dont understand why you are suggesting an OS update using the combo update?
Are you thinking that some OS files might be corrupted causing this problem?

Yes, having a good foundation is always helpful. If you just use the
incremental updaters via Software updater they do not go back and refresh
all files like a combo does. Think of it as a spa treatment for your OS
file.

Whenever there is an OS update I always suggest downloading the combo
instead of using the incremental updater via Software Updater. To understand
the different types of updaters see this page:

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

It's the first step when you suspect problems with your OS files. Next is
the "Archive & Install" and lastly the "Erase & Install".

 

[NNicholaou]

Okay, here's the issue and the resolution according to MS escalated tech support:

Issue: update install is looking for a symbol file it can't find.

Fix: completely uninstall Office including all associated library files (ok to put identity files on desktop so they can be restored). Then do a fresh install and go through all updates.

A bit of work, but that fixes it.

 

[bbrown]

Not quite the fix I was hoping for. It would have been nice to have someone figure out why the update is looking for a symbol file it can't find. Does the file not exist? Does it exist somewhere else? Why doesn't this happen to everyone?
And finally: where are these library files located? And can someone explain how to restore identify files.

 

[Diane Ross]

Okay, here's the issue and the resolution according to MS escalated tech
support:

Issue: update install is looking for a symbol file it can't find.

Did they indicate what symbol file?

Thanks for sharing.

 

[wayne]

Not quite the fix I was hoping for. It would have been nice to have someone figure out why the update is looking for a symbol file it can't find. Does the file not exist? Does it exist somewhere else? Why doesn't this happen to everyone?
And finally: where are these library files located? And can someone explain how to restore identify files.

This has happened to me, after doing a simple update.

I think i may wait until some clever person figures out where this
symbol file is

i can use mail, in the meantime (or forever)

 

[bbrown]

I used the remove office tool, installed from CD, updated (only once) and everything installed correctly. It was easy, i didnt lose any preferences and all is well. Thanks to Diane for her instructions (at the top of this email thread).

-- bob