Entourage not able to remember the password

[Chen Jia]

Recently Entourage has been giving one of my users a notice that it is
unable to receive mail due to an unknown user name or a bad password, and it
won't remember the password for his Exchange account. This mean he is having
to re-enter it 20 or so times each day and the mail service is a bit slow
and unreliable.

As a possible fix, we have installed a brand new copy of Office, and when
that didn't work, tried setting up a new identity for him which didn't fix
it either.

Any suggestions?

It's Entourage 11.2 (Entourage 2004).

We were going to try to install the SP2 for Entourage 2004, but found the
following notice on the download page:

Caution Microsoft has confirmed a problem in this service pack that might
cause data loss when Entourage attempts to synchronize with an Exchange
mailbox that was moved to a different Exchange server. This problem affects
only versions of Entourage 2004 that have been updated with Office 2004 SP2
prior to a mailbox move. Symptoms can include the appearance of duplicate
folders or missing messages, events, and contacts. Office 2004 11.2.1 Update
resolves this issue. We strongly advise Exchange server administrators to
install the Office 2004 11.2.1 Update before moving any mailbox used by an
Entourage 2004 user.
Exchange folders that are not in your mailbox, such as delegated folders and
public folders, are read-only unless the appropriate update is installed on
the Exchange server. For more information, visit the Microsoft Web site at
http://www.microsoft.com/mac.

Is it relevant?

Thank you and regards,

Chen

 

[William Smith]

Hi Chen!

My comments are inline with yours.

Recently Entourage has been giving one of my users a notice that it is
unable to receive mail due to an unknown user name or a bad password, and it
won't remember the password for his Exchange account. This mean he is having
to re-enter it 20 or so times each day and the mail service is a bit slow
and unreliable.

No one's pinpointed an exact cause for this but I suspect one of a few
different things. Try these:

1. Change the password. Since this is an Exchange Server password it
probably needs to meet some complexity requirements. Make sure the new
password (never used before) is a combination of UPPER case letters,
lower case letters and numbers. You may also need to include a symbol
character (Shift + 1-9). It should be eight characters or longer and
begin with a letter.

2. Look for a malformed message or spam message with Asian characters
and delete it via Outlook Web Access (OWA) or Outlook on Windows..

3. Log in via OWA or a Windows machine and delete items from your
Deleted Items folder.

4. Open the Keychain Access utility found in /Applications/Utilities and
run the Keychain First Aid command if you're choosing to have Keychain
store your password.

Most of these ideas are from the MacWindows.com page here

As a possible fix, we have installed a brand new copy of Office, and when
that didn't work, tried setting up a new identity for him which didn't fix
it either.

Any suggestions?

The problem is most likely not due to corrupt software but due to
corrupt preferences.

It's Entourage 11.2 (Entourage 2004).

We were going to try to install the SP2 for Entourage 2004, but found the
following notice on the download page:

Caution Microsoft has confirmed a problem in this service pack that might
cause data loss when Entourage attempts to synchronize with an Exchange
mailbox that was moved to a different Exchange server. This problem affects
only versions of Entourage 2004 that have been updated with Office 2004 SP2
prior to a mailbox move. Symptoms can include the appearance of duplicate
folders or missing messages, events, and contacts. Office 2004 11.2.1 Update
resolves this issue. We strongly advise Exchange server administrators to
install the Office 2004 11.2.1 Update before moving any mailbox used by an
Entourage 2004 user.
Exchange folders that are not in your mailbox, such as delegated folders and
public folders, are read-only unless the appropriate update is installed on
the Exchange server. For more information, visit the Microsoft Web site at
http://www.microsoft.com/mac.

Is it relevant?

This was only relevant when SP2 was released and many Exchange Servers
were not yet patched with a specific update. If you're Exchange Server
administrator says his servers are up-to-date then you should definitely
update to the latest version of Entourage. Most Exchange Servers should
be patched by now.

Thank you and regards,

Chen

Hope this helps! bill

 

[Chen Jia]

Thank you William. We will try your suggestion!

Regards,

Chen