Entourage crashes at startup

[John Niehaus]

User has a G4 running OS X 10.3.2 and Entourage 10.1.4.

When the user launches the program, Entourage will unexpectedly quit after
the splash screen starts up. It doesn't matter how the program is launched,
it happens every time.

I have repaired permissions, but that was no help. (Slightly off topic, but
I read earlier today that MS Office for OS X does not need benefit from
permissions repair because Office doesn't put any packages in the OS's
Receipt folder. Is this true?)

I removed the Microsoft User Data folder from the user's home directory, and
it still crashed. This tells me the problem is not account-related.

I had the user install the latest updates from Apple. No luck.

I had the user install Office 10.1.5. No luck. (Off topic: I ran the 10.1.5
updater on my machine, but it still tells me that Entourage is still 10.1.4.
Am I missing something?)

I looked at the crash log for this machine, and one thing I thought was
interesting is the log could not determine the Entourage version. Here's a
part of the crash log in case someone thinks it is helpful:


Host Name: USERS-NAME-Computer.local (name withheld for privacy)
Date/Time: 2004-02-26 09:28:11 -0700
OS Version: 10.3.2 (Build 7D24)
Report Version: 2

Command: Microsoft Entourage
Path: /Applications/Microsoft Office X/Microsoft Entourage
Version: ??? (???)
PID: 621
Thread: 0

Exception: EXC_BAD_ACCESS (0x0001)
Codes: KERN_PROTECTION_FAILURE (0x0002) at 0x00000004

Thread 0 Crashed:
0 Microsoft Framework DB 0x0165eaf0 0x15eba20 + 0x730d0
1 Microsoft Framework DB 0x01687a98 0x15eba20 + 0x9c078
2 Microsoft Entourage 0x00498398 0x405000 + 0x93398
3 Microsoft Entourage 0x00498350 0x405000 + 0x93350
4 Microsoft Entourage 0x00485e88 0x405000 + 0x80e88
5 Microsoft Entourage 0x00487c84 0x405000 + 0x82c84
6 PowerPlantZ 0x01136c20 0x10e9da0 + 0x4ce80
7 Microsoft Entourage 0x004831cc 0x405000 + 0x7e1cc

Thread 1:
0 libSystem.B.dylib 0x900075c8 mach_msg_trap + 0x8
1 libSystem.B.dylib 0x90007118 mach_msg + 0x38
2 ...ple.CoreServices.CarbonCore 0x902936c4 SwitchContexts + 0x60
3 ...ple.CoreServices.CarbonCore 0x90288ef4 YieldToThread + 0x104
4 ...ple.CoreServices.CarbonCore 0x90296254 SetThreadState + 0xc0
5 ...ple.CoreServices.CarbonCore 0x902d1830 SetThreadStateEndCritical
+ 0x90
6 PowerPlantZ 0x01175cd8 0x10e9da0 + 0x8bf38
7 PowerPlantZ 0x011748d4 0x10e9da0 + 0x8ab34
8 PowerPlantZ 0x011747f8 0x10e9da0 + 0x8aa58
9 PowerPlantZ 0x01174b6c 0x10e9da0 + 0x8adcc
10 PowerPlantZ 0x011760d4 0x10e9da0 + 0x8c334
11 ...ple.CoreServices.CarbonCore 0x902dc354 InvokeThreadEntryUPP +
0x18
12 ...ple.CoreServices.CarbonCore 0x902a7238 CooperativeThread + 0xdc
13 libSystem.B.dylib 0x900247e8 _pthread_body + 0x28

Thread 2:
0 libSystem.B.dylib 0x90018ce8
semaphore_timedwait_signal_trap + 0x8
1 libSystem.B.dylib 0x9000e888 _pthread_cond_wait + 0x268
2 ...ple.CoreServices.CarbonCore 0x902aaa10 TSWaitOnSemaphoreCommon +
0xb0
3 ...ple.CoreServices.CarbonCore 0x902aa894 _Z15AsyncFileThreadPv +
0x38
4 libSystem.B.dylib 0x900247e8 _pthread_body + 0x28

PPC Thread State:
srr0: 0x0165eaf0 srr1: 0x0200f030 vrsave: 0x00000000
cr: 0x44002244 xer: 0x00000004 lr: 0x0165eaec ctr: 0x011c7208
r0: 0x00000000 r1: 0xbfffe750 r2: 0x000d0000 r3: 0xbffff090
r4: 0x000d0000 r5: 0x00000000 r6: 0x00000001 r7: 0x011c7208
r8: 0x0165eaec r9: 0xa0280a58 r10: 0x9028af74 r11: 0xbfffe1e0
r12: 0xa0286b2c r13: 0x00000000 r14: 0x00000000 r15: 0x00000000
r16: 0x00000000 r17: 0x00000000 r18: 0x00000000 r19: 0x00000000
r20: 0xbffffe60 r21: 0xffffffff r22: 0xbffffc20 r23: 0x00000000
r24: 0x00312de0 r25: 0x00000001 r26: 0x000e63ec r27: 0x017d64a0
r28: 0x017545f8 r29: 0x0000002f r30: 0x00000000 r31: 0xbfffeb40





Thoughts? Advice? Anything would be appreciated.

Thanks!

John

 

[Diane Ross]

I removed the Microsoft User Data folder from the user's home directory, and
it still crashed. This tells me the problem is not account-related.

Create a new User. This will eliminate corruption or conflicts in your User
Folder:

In System Preferences: Users: Create a new user. Log Out/In to new user.
Open Entourage and see if the problems go away. (You might need to recreate
your account info.) If problems disappear then you know it's a conflict or
corruption in your user folder.

If it crashes in a new user, then you might need to do an archive and
install of the OS.

If it works in a new user, I would try Remove Office (see below)

I had the user install the latest updates from Apple. No luck.

I had the user install Office 10.1.5. No luck. (Off topic: I ran the 10.1.5
updater on my machine, but it still tells me that Entourage is still 10.1.4.
Am I missing something?)

I looked at the crash log for this machine, and one thing I thought was
interesting is the log could not determine the Entourage version. Here's a
part of the crash log in case someone thinks it is helpful:

Other suggestion to try:

Test for a corrupt font:

<http://support.microsoft.com/?kbid=313535>

Test your Preferences (~:Libraryreferences:Microsoft folder, where ~ is
your home folder). With All Office apps closed, move the Microsoft folder to
a safe location, then restart Entourage.

One way to revert to all default preferences is to use "Remove Office". You
will need to reinstall from the CD and update.

"Remove Office" is located in the Value Pack folder on the Office X CD.
***You'll need your CD key when you install***

You need three updaters: Office 10.1.2 Office 10.1.4 Office 10.1.5

Download links here:<http://www.entourage.mvps.org/version.html> --