Missing sent email - Entourage 2004 connected to MS Exchange Server2003

[howardruns]

This user is experiencing multiple problems. Unfortunately when I
emailed Microsoft's Entourage support group, I was informed that they
only support 2008 and was directed to this newsgroup.

This user is having multiple problems.

Most recent/pressing problem:

She no longer sees any of her sent mail from 2008 using Entourage 2004
or accessing the mail server via the web interface.

Up until a couple days ago (and for the past 2 months), she was able
to see:
- all of her messages when using Entourage 2004
- only the messages that she had sent using the web interface when
connected to the mail server via the web interface.

A couple days ago, she got the error 4362 when clinging on recent
messages in her inbox that were not visible. The space for the
messages was there but you did not see them until you clicked on them.

At this point, I will copy and paste my email to a member of
Microsoft's Entourage support group.

----
Subject: RE: Entourage 2004 problem with user Mac at work


I forgot to mention a couple things. The Mac is running 10.4.11 with
all updates installed. Office 2004 also has all updates installed.


The user experienced the problem yesterday when she tried to send an
email with a 4 Mb attachment. The problem that she is experienced is
almost identical to what is described at

http://www.entourage.mvps.org/error/number.html#error4362 (below)

Error 4362

The action could not be completed. An unknown error (4362) occurred.

When you try to use Microsoft Entourage to send or to receive e-mail,
you receive this error message: Error 4362. The solution is typically
resolved by performing a typical or advanced rebuild of the database
file.

Error 4362 can also show:

The message could not be sent. An unknown error (4362) occurred.

If this occurs when sending a message with attachments, open the draft
message window, and remove the attachments. Re-attach the files, and
try sending again.

More Info on Error 4362

Sometimes this error indicates a problem Entourage is having with the
Microsoft Database Daemon. Quit the daemon

Then go to System preferences/Startup Items and remove any entries of
the database daemon from the 'login items' window. Now start up
Entourage again and hopefully the problem will have been resolved.

Note: Some users reported this error when clicking on a corrupt email.
4362 is not the usual error for a corrupt message. If deleting the
message does not solve the problem, try a rebuild. If this is your
problem, then try the following:

Go to View menu/Preview Pane, or press command-\, to turn the Preview
Pane off. Now when he click on the message, you will be able to delete
it. If this is a POP account and a local folder, then go to Tools/Run
Schedule/Empty Deleted Items Items Folder. If it is an IMAP account
set up with its own Deleted Items Folder, quit Entourage so it will
get purged, or if set up to "mark for deletion" press command-K to
connect to the account to purge it.

I also verified that her mail database is below quota (430 Mb and the
maximum allowed is 500 Mb).



Does Entourage 2004 autoarchive email? I checked but could not find
this setting.

Howard Bailey
PC Support Technician
IT Service Desk


-----

I do computer technical support at work. One of the ladies at work
encountered the 4362 error yesterday. She uses Entourage 2004 to
access mail on a Microsoft Exchange server. Prior to the error, she
was able to see all of her sent mail in Entourage. Now she can only
see mail that she sent when logged in to the mail server via our web
interface.

For about the past two months, the mail that she has sent using
Entourage has not been visible using our web interface. Does this
indicate that the “sent mail” that she sent using Entourage was stored
locally? If so, where would I be able to locate it on her hard drive.

Howard

 

[Diane Ross]

What type of account? (POP, IMAP, Exchange) I'm guessing Exchange. Exchange
is not my field of expertise. Perhaps one of the Exchange experts will know
if some server setting could have changed this.

You need to determine if the problem is her Identity, her User folder, base
system files or some server problem.

See this page for testing steps:

See Troubleshooting basics for more help:

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

I know you said you had all updates, but please specifically state the
version info.

No version of Entourage auto archives mail. You can use this script.

AutoArchive Exchange Account to "On My Computer"

Move all e-mail older than 60 days from your Exchange account folders to
archive folders within the "On My Computer" folder tree.

<http://www.entourage.mvps.org/exchange/autoarchive.html>

 

[Diane Ross]

I see now from the subject it's Exchange. In the folder view that was not
shown and I overlooked it in the subject. It's always best to put valuable
info like this in the body of the message. You indicate you are IT. You
should know better.

 

[William Smith]

This user is experiencing multiple problems. Unfortunately when I
emailed Microsoft's Entourage support group, I was informed that they
only support 2008 and was directed to this newsgroup.

This user is having multiple problems.

Most recent/pressing problem:

She no longer sees any of her sent mail from 2008 using Entourage 2004
or accessing the mail server via the web interface.

Up until a couple days ago (and for the past 2 months), she was able
to see:
- all of her messages when using Entourage 2004
- only the messages that she had sent using the web interface when
connected to the mail server via the web interface.

A couple days ago, she got the error 4362 when clinging on recent
messages in her inbox that were not visible. The space for the
messages was there but you did not see them until you clicked on them.

Hi Howard!

At this point, we have reason to assume the user's database *may* be
corrupt because of the error code you received. The problem may just be
a corrupt message but we just don't know.

When that happens you'll want to start the user in a new identity. In
Entourage, select the Entourage menu --> Switch Identity... and create
her a new identity. Set up her Exchange account again and let that sync
to the server.

She will then need to assess what's missing.

Switch back to the old identity and look in the Sent Items folder under
the Exchange account as well as the Sent Items folder under Folders On
My Computer. She could have easily created a rule or mailing list rule
that was moving all her Sent messages locally. Local messages don't sync
to the server. Also, use Entourage's search feature to find old
messages. If you can't find them then I know of no other location where
they could be.

If you find messages outside of the Exchange account then you can drag
folders to the Desktop to creat .mbox archives. You'll need to do this
as well for sub-folders of folders!

Switch back to the new Entourage identity and drag the .mbox files into
the new identity.

Hope this helps!

--

bill

William M. Smith, Microsoft Interop MVP - Mac/Windows
Entourage Help Page <http://entourage.mvps.org/>
Entourage Help Blog <http://blog.entourage.mvps.org/>

 

[howardruns]

Hi there.

She is using Entourage 11.4.0 (080122) to connect to a Microsoft 2003
Exchange server.

Howard

 

[howardruns]

Hi there.

I trashed Office 2004 then reinstalled it.

I backed up her old identity. I set her up with a new identity. It
didn't help.

Howard


On Jun 19, 9:52 pm, William Smith <[email protected]>
wrote:

 

[Diane Ross]

Try sending a test message with an unusual term like "qquark". A search for
this misspelled name might show you where the messages are going.

I would also remove the Rule file from her Identity to eliminate all rules.

Use tcpflow to see what happens when she sends the test message.

Let me know if this sheds some light on the subject.

 

[William Smith]

I trashed Office 2004 then reinstalled it.

I backed up her old identity. I set her up with a new identity. It
didn't help.

She's still receiving the 4362 message, you mean? If so, then sounds
like she has a corrupt message that Entourage is having a hard time
handling. Look for unusual messages such as ones with attachments or
spam messages or messages with Asian characters (especially in the
subject line). Delete them from Outlook Web Access (OWA).

If that's not what you mean then more details would be helpful.

--

bill

William M. Smith, Microsoft Interop MVP - Mac/Windows
Entourage Help Page <http://entourage.mvps.org/>
Entourage Help Blog <http://blog.entourage.mvps.org/>