Entourage 2008 shows blank HTML email.

[RealityChuck]

A user is having a problem with Entourage running on an Exchange 2007 server.

HTML e-mail is blank. Looking at the source, it's clear there is text
(sometimes embedded) in the message, but Entourage won't render it. It does
work when using Outlook Web Access.

He's using the most current version of the software: 12.1.2. The problem
started about ten days ago.

Any suggestions? I've seen the problem mentioned online, but no solutions.

 

[Diane Ross]

Crashes and Hangs
<http://www.entourage.mvps.org/troubleshoot/send_receive/garbled_blank_messa
ges.html>

<http://tinyurl.com/3rmvu4>

 

[RealityChuck]

Thanks, but no. >No< html e-mails are displayed, not just selected ones.
I've also tried all the solutions listed there.

 

[Diane Ross]

Drag some test messages to your desktop and save them to the Shared folder.
Create a new User in System Preferences and switch Users. Drag from shared
to the new User and open in Entourage with a new Identity. Do they show
correctly there. If not could you "Forward as Attachment" a sample to me for
testing. Send me an email:

<http://www.entourage.mvps.org/support_options/email.html>

 

[mikearzan]

Hello Diane
I am having the exact same problem and called the entourage help desk about the problem ,the lady tried so hard to solve my problem and did her best ,but ,well....it did'nt happen.
anyway,i just read your instruction and tried it ,as you said creating another user account and openning the messages with entourage with that user account solved the problem and now the messages open ,now it tells us what,how we can get the same result with the original user account?thnx.mike

 

[Diane Ross]

I am having the exact same problem and called the entourage help desk about
the problem ,the lady tried so hard to solve my problem and did her best ,but
,well....it did'nt happen.
anyway,i just read your instruction and tried it ,as you said creating another
user account and openning the messages with entourage with that user account
solved the problem and now the messages open ,now it tells us what,how we can
get the same result with the original user account?thnx.mike

It is something in your User's folder. Since this involves fonts, let's try
deleting these font caches first.

In addition to trashing the com.microsoft.browserfont.cache, you can also
try trashing the tasmanbrowser.cache, which will be found in your
~/Library/Caches.

If the above does not work, check for corrupt font caches. These can easily
be cleared from the system with Font Finagler. Download and run the
application. First click the "Inspect Font Cache Files" button, then the
"Clean Font Cache Files" button. You must then restart your Mac. Other
utilities that can clear your font caches are Cocktail, FontNuke and OnyX.

For links see:
<http://www.entourage.mvps.org/troubleshoot/crashes.html#crash18>

If clearing font caches doesn't work, see this page for how to troubleshoot
the User's folder. Do #2,3 and 5 first.

 

[RealityChuck]

Close -- cleaning out the fonts didn't help, but creating a new user account
did. Something seems to be corrupt in the user account, but I don't have any
idea what.

 

[mikearzan]

hi ,clearing font caches didn't work and then after i tried those troubleshootings ,which did not solve my problem either .i also used onyx and leopard cache cleaner too but unfortunately no help.may be the only other option is left, i just go ahead and uninstall the microsoft office 2008 and forget about a software like that at all.mike

 

[Diane Ross]

Do steps #2,3 and 5

Troubleshooting Your User Account for a Problem
<http://www.entourage.mvps.org/troubleshoot/test_user.html>

 

[Diane Ross]

hi ,clearing font caches didn't work and then after i tried those
troubleshootings ,which did not solve my problem either .i also used onyx and
leopard cache cleaner too but unfortunately no help.may be the only other
option is left, i just go ahead and uninstall the microsoft office 2008 and
forget about a software like that at all.mike

Did you try in a new User?

You seem quick to blame the software. Obviously this is not a bug in the
software or everyone would be having problems. It's your choice. You aren't
hurting anyone here if you choose not to use it.

 

[mikearzan]

I am little confused here, if ther is something in my uer account which makes entourage only ,and nothing else ( hundreds of other softwares ),act like this ,if you do not call this bug ,what you call it then?

 

[Diane Ross]

I am little confused here, if ther is something in my uer account which makes
entourage only ,and nothing else ( hundreds of other softwares ),act like this
,if you do not call this bug ,what you call it then?

I call it a problem in your User's folder.

 

[RealityChuck]

Yup. Did those, but it didn't help.

I created a new user account and eventually copied all the files to it.

There's obviously some file somewhere that's corrupt -- probably whatever
controls Entourage settings. Without knowing what it was, I had to recreate.
If someone could tell me where in the user settings this file resides, I can
keep the information for future referece.

 

[RealityChuck]

I am little confused here, if ther is something in my uer account which makes entourage only ,and nothing else ( hundreds of other softwares ),act like this ,if you do not call this bug ,what you call it then?

A corrupt or misconfigured settings file. It's not Entourage per se; it's
the Entourage settings that are right.

 

[Diane Ross]

I'm not sure if this helps or is even pertinent, but I had a problem once
with SnapzProX that was similar. I moved all the preferences out and as I
added them back in small groups, I finally got to the last group. Low and
behold, after adding them all back the program worked, but I had not found
the guilty party. Just moving then out/in seemed to fix whatever. In
summary, every once in a while strange things happen and we never know what
or how. Maybe it was just a bad block. Who knows?

FWIW, some preferences are stored in the database.

--
Diane

Yup. Did those, but it didn't help.

I created a new user account and eventually copied all the files to it.

There's obviously some file somewhere that's corrupt -- probably whatever
controls Entourage settings. Without knowing what it was, I had to recreate.
If someone could tell me where in the user settings this file resides, I can
keep the information for future referece.