Entourage 2008 SP2 crashing upon open

[wgchang]

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

The SP2 install has gone smoothly on most of my computers except for one iMac. Entourage now crashes everytime it is opened, so I don't even get a chance to delete the Exchange account and recreate it. I've tried moving the Microsoft User Data folder to get it to try to create a new identity, but that didn't work. I've repaired disk permissions and restarted the computer. Before I removed Office and reinstalled it, I just thought I'd check to see if there was a simple fix that I was missing. Thanks in advance for any help!

 

[wgchang]

Oh, and by the way, this is the crash information. "Date/Time: 2009-07-21 12:38:11.043 -0700
OS Version: Mac OS X 10.5.7 (9J61)
Report Version: 6
Anonymous UUID: C0CEB132-E86E-4FE4-A2A2-2ADEAD01C8F0

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
"

 

[colorgrafx]

Same problem here - and same attempt @ solution. Removed & reinstalled - ran SP1 updated (which was working), but now Entourage still won't function. Freezes @ main window upon launch.

 

[wgchang]

How I ended up fixing it:

1) I ended up removing Office 2008 manually [deleting the Office 2008 folder from the Applications folder, and removing the Office 2008 folder from the User\Library\Preferences\Microsoft folder].
2) I also moved the Microsoft User Data folder from the Documents folder to the desktop.
3) I downloaded the Office 2008 with SP2 image from the eOpen website and installed from that.
4) After installation, moved the Microsoft User Data back to the Documents folder.
5) Opened Entourage and it worked fine. As did the other Office applications.

 

[Diane Ross]

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.

 

[wgchang]

Unfortunately, I don't have the original full crash log, and I resolved the issue a few days ago and as such, cannot replicate the issue.

 

[robbievo]

This is the full log:

Process: Microsoft Entourage [3715]
Path: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/Microsoft Entourage
Identifier: com.microsoft.Entourage
Version: 12.1.4 (12.1.4)
Build Info: Unknown-81024~0
Code Type: X86 (Native)
Parent Process: launchd [3607]

Date/Time: 2009-07-26 08:36:16.029 -0400
OS Version: Mac OS X 10.5.5 (9F33)
Report Version: 6

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

 

[Electroscribe_9]

Same thing happened to me. Here is my log. Need to know if I have to remove all of Microsoft Office 2008 or simply Entourage.
rocess: Microsoft Entourage [378]
Path: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/Microsoft Entourage
Identifier: com.microsoft.Entourage
Version: 12.1.5 (12.1.5)
Build Info: Unknown-81119~0
Code Type: X86 (Native)
Parent Process: launchd [79]

Interval Since Last Report: 357090 sec
Crashes Since Last Report: 4
Per-App Interval Since Last Report: 139137 sec
Per-App Crashes Since Last Report: 1

Date/Time: 2009-07-26 07:13:31.660 -0700
OS Version: Mac OS X 10.5.7 (9J61)
Report Version: 6
Anonymous UUID: 7177712A-A3A6-4DC4-BA8C-648DC16AF1A9

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

 

[Electroscribe_9]

Have a lot of custom settings for Word and Excel, so wonder if I need to remove all of Microsoft Office 2008 or just those settings involving Entourage. Word and Excel 2008 work just fine; it is just Entourage.

Particularly need to save these settings: Normal (the 2008 Word document template), Excel Toolbars, my default Excel spreadsheet (in landscape and with my choice of fonts), and PowerPoint toolbars.

Fortunately, I never removed Entourage 2004 and when I changed POP providers last year, reset my Entourage 2004 user accounts to work with the new provider (but did not receive all mail). Reactivated the accounts in 2004 last night, received all messages currently on the server (this is a good reason to set Entourage NOT to delete all messages from server when receiving mail), and am good to go in 2004.

Plus 2004 still works with The Missing Sync for Mac conduits; Entourage 2008 doesn't and I absolutely loathe Apple's calendar and address book applications. I want my Entourage back.

 

[Diane Ross]

Same thing happened to me. Here is my log. Need to know if I have to remove
all of Microsoft Office 2008 or simply Entourage.

Always do everything.

Version: 12.1.5 (12.1.5)

You didn't get updated to 12.2.0

Build Info: Unknown-81119~0

Another indication you didn't fully update.

Expected in: /Applications/Microsoft Office 2008/Microsoft
Entourage.app/Contents/MacOS/../Frameworks/EntourageCore.framework/Versions/12
/EntourageCore

This sounds like to me that something is missing in your install that caused
the updater to fail.

Hope this helps!

 

[Diane Ross]

Have a lot of custom settings for Word and Excel, so wonder if I need to
remove all of Microsoft Office 2008 or just those settings involving
Entourage. Word and Excel 2008 work just fine; it is just Entourage.

Trying to custom update is not the way to go. Really with the combo updaters
doing a reinstall from scratch isn't bad.

Particularly need to save these settings: Normal (the 2008 Word document
template), Excel Toolbars, my default Excel spreadsheet (in landscape and with
my choice of fonts), and PowerPoint toolbars.

Some setting are actually in the Entourage database. I believe this is where
the toolbar settings are. Not sure where Excel and others store the info.
Take screenshots just in case.

You can always save your settings in the ~/Library/Preferences especially
the Microsoft folder and swap them out after you get Office going again.

Zip your Main Identity just as a precautionary step.

Most users have been able to just drag the Office folder in Applications to
the trash and not have to go the entire "Remove Office" route. See this
page for what "Remove Office" does not remove in 08.

Fortunately, I never removed Entourage 2004 and when I changed POP providers
last year, reset my Entourage 2004 user accounts to work with the new provider
(but did not receive all mail). Reactivated the accounts in 2004 last night,
received all messages currently on the server (this is a good reason to set
Entourage NOT to delete all messages from server when receiving mail), and am
good to go in 2004.

.....but you have to get them back into Entourage 2008.

Next time before updating be sure you have a backup of the Microsoft Office
2008 or zip the folder for backup. This way you can easily revert.

Pick a backup option from this page:

<http://www.entourage.mvps.org/articles/backup_articles.html>

 

[Electroscribe_9]

I have a recent backup of the appropriate files (mostly toolbar preferences and Normal) on a thumb-sized USB drive. Thank you for the excellent advice.

Was tempted not to reinstall Entourage 2008 because 2004 works with my Palm Pilot (via MarkSpace software's The Missing Sync) and 2008 has to pass everything through Apple's iCal and Address Book (blecch). However, 2004 has some quirks of its own and 2008 finally got over the habit of duplicating addresses and calendar entries. Back to work,

 

[Electroscribe_9]

How does one do that? I tried visiting the eOpen website, but when it asked for my license number and I tried entering my Office 2008 install key, the web page just sat there and kept asking me for my license info.

Would like assurance from Microsoft that a bug fix has been made to the 12.2.0 updater before downloading it again.

 

[wgchang]

eOpen is for volume license customers; if you're not a volume license customer, re-installing with whatever media you have should also work.

 

[Electroscribe_9]

Reinstall succeeded thanks to your advice, but not without incident:

1. SP2 installer said it could not install on the Office I loaded from the DVD. My DVD predated SP 1, so I had to download and install SP1 before SP2.

2. Office told me the Office 2008 user database I saved on a USB drive was corrupted. Even when launching Word, it had fought me, and Entourage 2008 launched okay, but would not accept the 2008 database.

The solution: I had been using Entourage 2004, so I completely got rid of the 2008 databse and imported my accounts and database from Office 2004. That worked okay.

So I would guess that users need to make sure their Entourage 2008 database is up to snuff before running the SP2 installer.

 

[Diane Ross]

Reinstall succeeded thanks to your advice, but not without incident:

Good news!

1. SP2 installer said it could not install on the Office I loaded from the
DVD. My DVD predated SP 1, so I had to download and install SP1 before SP2.

SP1 for the original DVDs is always going to be required. So far they have
been very good about rolling in updaters into combos, but for the ones with
the original release DVDs they will always have to install sp1 before any
other updaters.

2. Office told me the Office 2008 user database I saved on a USB drive was
corrupted. Even when launching Word, it had fought me, and Entourage 2008
launched okay, but would not accept the 2008 database.

If you still have the Identity, rename it.

Next move the Microsoft User Data folder to the desktop and let Entourage
create a new one. Entourage will open in a new blank Identity.

Quit Entourage

Drag over the 'bad' 08 Identity.

Open Entourage and see if it opens OK.