THE APPLICATION ENTOURAGE HAS UNEXPECTEDLY QUIT.

S

Savage;R-eMac

Mac. OS X Version 10.2.8
Entourage : mac v.X - Version 10.1.6 [040913] - Service Release 1

I think I have isolated the problem, but I am unable to effect a cure!

Entourage will quit Every Time when I attempt to open an e-mail which
Contains Graphics. It downloads the header fine but if I attempt to open
it, Entourage tries, the rolling beach-ball appears for a time, and then
................. zap!

The problem does not apply with graphics received as attachments, and / or
embedded in personal e-mails, but those e-mails received from the likes of
eBay containing HTML. EG Bid Confirmations.

If I Deselect - HTML - Display complex HTML in message - I can read the
message, but of course, I get no Graphics, just links. If I click a link,
Netscape [Default Browser] will open and display the page just fine!

The relevant, e-mail address / addresses, is / are, in the Address Book.
The Junk Mail Filter is Disabled. Mailing List Manager is Empty. The are No
Rules Set. There are No Schedules set.

This problem only occurs with Entourage and not with either Netscape [Mail &
Newsgroups] or [Apple] Mail!

Help sorting this problem would be appreciated.

Richard Savage - (e-mail address removed)
 
D

Diane Ross

Mac. OS X Version 10.2.8
Entourage : mac v.X - Version 10.1.6 [040913] - Service Release 1

I think I have isolated the problem, but I am unable to effect a cure!

Entourage will quit Every Time when I attempt to open an e-mail which
Contains Graphics. It downloads the header fine but if I attempt to open
it, Entourage tries, the rolling beach-ball appears for a time, and then
................ zap!


The problem does not apply with graphics received as attachments, and / or
embedded in personal e-mails, but those e-mails received from the likes of
eBay containing HTML. EG Bid Confirmations.

If I Deselect - HTML - Display complex HTML in message - I can read the
message, but of course, I get no Graphics, just links. If I click a link,
Netscape [Default Browser] will open and display the page just fine!

The relevant, e-mail address / addresses, is / are, in the Address Book.
The Junk Mail Filter is Disabled. Mailing List Manager is Empty. The are No
Rules Set. There are No Schedules set.

This problem only occurs with Entourage and not with either Netscape [Mail &
Newsgroups] or [Apple] Mail!

Help sorting this problem would be appreciated.

Try deleting these preferences: found in Your User folder >library>caches

com.microsoft.browserfont.cache

tasmanbrowser.cache
--
Diane Ross, Microsoft Mac MVP
Entourage Help Page
<http://www.entourage.mvps.org/>
One of the top five MS Entourage resources listed on the Entourage Blog.
<http://blogs.msdn.com/entourage/>
 
S

Savage;R-eMac

Mac. OS X Version 10.2.8
Entourage : mac v.X - Version 10.1.6 [040913] - Service Release 1

I think I have isolated the problem, but I am unable to effect a cure!

Entourage will quit Every Time when I attempt to open an e-mail which
Contains Graphics. It downloads the header fine but if I attempt to open
it, Entourage tries, the rolling beach-ball appears for a time, and then
................ zap!


The problem does not apply with graphics received as attachments, and / or
embedded in personal e-mails, but those e-mails received from the likes of
eBay containing HTML. EG Bid Confirmations.

If I Deselect - HTML - Display complex HTML in message - I can read the
message, but of course, I get no Graphics, just links. If I click a link,
Netscape [Default Browser] will open and display the page just fine!

The relevant, e-mail address / addresses, is / are, in the Address Book.
The Junk Mail Filter is Disabled. Mailing List Manager is Empty. The are No
Rules Set. There are No Schedules set.

This problem only occurs with Entourage and not with either Netscape [Mail &
Newsgroups] or [Apple] Mail!

Help sorting this problem would be appreciated.

Try deleting these preferences: found in Your User folder >library>caches

com.microsoft.browserfont.cache

tasmanbrowser.cache


Diane - Thank you for your response.

I do not have either of the files:

com.microsoft.browserfont.cache
tasmanbrowser.cache

in - Your User folder >library>caches - OR anywhere else on my hard disk!

I do have the following com.microsoft files:

com.microsoft.Entourage.plist
com.microsoft.Excel.plist
com.microsoft.explorer.plist
com.microsoft.mediaplayer.plist
com.microsoft.OfficeNotifications.plist
com.microsoft.PowerPoint.plist
com.microsoft.Word.plis

in - richardsavage / library / preferences - however


I also have the following 'Entourage' files:

Entourage Read Me.html
Entourage Preferences
Entourage Script Menu Items
Entourage Conduit Support
MS Entourage AW
MS Entourage Help
Entourage.scpt
Microsoft Entourage
Entourage Temp
Microsoft Entourage.crash.log
Entourage Sound Sets
Entourage Script Menu Items
Microsoft Entourage
Microsoft Entourage
Entourage Temp
Entourage First Run
MS Entourage Help Index
Entourage Sound Sets
MailCleanerRunEntourage?.gif
Entourage Settings (10)
Entourage Preferences
MCEntourage.gif
Entourage Conduit

I have Entourage [OS 9] on my Hard Disk. Could that be causing a conflict?

Richard
 
D

Diane Ross

I do not have either of the files:

com.microsoft.browserfont.cache
tasmanbrowser.cache

in - Your User folder >library>caches - OR anywhere else on my hard disk!

Not sure what is going on. Try this. Create a new User in System
Preferences. Open Entourage and try to open an HTML email that crashes
Entourage. Remember to put the email in your Shared folder so you will have
access to it in the new User.

What happens? Does it open? Are the cache files found in the new User's
cache folder?

BTW, how is MailCleanerRunEntourage?.gif related to Entourage?
--
Diane Ross, Microsoft Mac MVP
Entourage Help Page
<http://www.entourage.mvps.org/>
One of the top five MS Entourage resources listed on the Entourage Blog.
<http://blogs.msdn.com/entourage/>
 
D

Diane Ross

Adding to the current solutions:

You need to look at fonts as the source of your problem:

Run Font Finagler <http://www.macupdate.com/info.php/id/14470> or use the
font cache cleaner in TinkerTool System
<http://www.macupdate.com/info.php/id/13662>.

Have you turned on/off or new ones are added to your fonts? I would strongly
advise you to NOT turn off Apple's Helvetica, or any other font found in
/System/Library/Fonts. That is the very likely cause of your problem.

Advanced Typography with Mac OS X: Using and Managing Fonts

<http://images.apple.com/pro/pdf/L303878B_Font_TT_v4.pdf>

--
Diane Ross, Microsoft Mac MVP
Entourage Help Page
<http://www.entourage.mvps.org/>
One of the top five MS Entourage resources listed on the Entourage Blog.
<http://blogs.msdn.com/entourage/>
 
S

Savage;R-eMac

Not sure what is going on. Try this. Create a new User in System
Preferences. Open Entourage and try to open an HTML email that crashes
Entourage. Remember to put the email in your Shared folder so you will have
access to it in the new User.

What happens? Does it open? Are the cache files found in the new User's
cache folder?

BTW, how is MailCleanerRunEntourage?.gif related to Entourage?

Diane

1, I generated a new [Non-admin.] User - Loged-in to my ISP [AOL] - Opened
Entourage - Set-up my Account

2. I was able to satisfactorily view the HTML e-mail on-line, and the copy I
put in the Shared folder as advised.

3. [In the new user I was also able to run Internet Explorer, which will not
run in my normal user. Is this significant?]

4. While in the new user, I carried out a search for -
com.microsoft.browserfont.cache - and - tasmanbrowser.cache - but there is
still no sign of them!

5. I have now also noticed that, if I carry out a search on ŒEntourage¹
there are some duplicate files [See below] Is this significant?

6. Would a copy of my Entourage Crash Log help in any way?

7. Reference the .GIF files - See below.

Richard

File search on Entourage:

Name ­ Kind ­ Location [Where Applicable]

com.apple.dock.iconcache.entourage - Document
com.microsoft.Entourage.plist - Document
entourage - Folder
Entourage Conduit - Document
Entourage Conduit Support - Document
Entourage First Run ­ Folder

Entourage Preferences - Microsoft Entourage preferences ­ richardsavage >
Library > Preferences > Microsoft
Entourage Preferences - Microsoft Entourage preferences ­ Macintosh HD >
System Folder > Preferences > Microsoft

Entourage Read Me.html ­ HTML

Entourage Script Menu Items ­ Folder ­ richardsavage > Documents > Microsoft
User Data
Entourage Script Menu Items ­ Folder ­ Macintosh HD > Applications [Mac OSX]
Microsoft Office X > Office > Entourage First Run > Entourage

Entourage Settings (10) - Microsoft Entourage preferences

Entourage Sound Sets ­ Folder - richardsavage > Documents > Microsoft User
Data Entourage Sound Sets ­ Folder - Macintosh HD > Applications [Mac OSX] >
Microsoft Office X > Office > Entourage First Run

Entourage Temp ­ Folder - richardsavage > Documents > Microsoft User Data
Entourage Temp ­ Folder ­ Macintosh HD > USER FOLDERS > Documents >
Microsoft User Data

entourage.42741c0 - Document
Entourage.scpt ­ compiled script
MailCleanerRunEntourage?.gif ­ Document ­ CLEANSWEEP
MCEntourage.gif ­ Document ­ CLEANSWEEP
Microsoft Entourage - Classic Application
Microsoft Entourage - Alias
Microsoft Entourage - Alias
Microsoft Entourage - Application
Microsoft Entourage - Alias
Microsoft Entourage.crash.log - LogFile
MS Entourage AW - Document
MS Entourage Help - Document
MS Entourage Help Index - Document
 
S

Savage;R-eMac

Adding to the current solutions:

You need to look at fonts as the source of your problem:

Run Font Finagler <http://www.macupdate.com/info.php/id/14470> or use the
font cache cleaner in TinkerTool System
<http://www.macupdate.com/info.php/id/13662>.

Have you turned on/off or new ones are added to your fonts? I would strongly
advise you to NOT turn off Apple's Helvetica, or any other font found in
/System/Library/Fonts. That is the very likely cause of your problem.

Advanced Typography with Mac OS X: Using and Managing Fonts

<http://images.apple.com/pro/pdf/L303878B_Font_TT_v4.pdf>


Diane

Update:

I've downloaded and tried Finagler - No difference!

I've downloaded TinkerTool but I'm a bit reluctant to use it 'cause I don't
really understand it!

I have a copy of L303878B_Font_TT_v4.pdf - I shall study it but it mentions
Foot Book several times and I don't have that on my OS X 10.2.8

R.
 
D

Diane Ross

3. [In the new user I was also able to run Internet Explorer, which will not
run in my normal user. Is this significant?]

Yes. It indicates problem in your User's folder.
4. While in the new user, I carried out a search for -
com.microsoft.browserfont.cache - and - tasmanbrowser.cache - but there is
still no sign of them!

Manually look for them in your User's Library Cache folder.
5. I have now also noticed that, if I carry out a search on ŒEntourage¹
there are some duplicate files [See below] Is this significant?

6. Would a copy of my Entourage Crash Log help in any way?

No. Most of that stuff is only understood by developers.
Entourage Preferences - Microsoft Entourage preferences ­ richardsavage >
Library > Preferences > Microsoft
Entourage Preferences - Microsoft Entourage preferences ­ Macintosh HD >
System Folder > Preferences > Microsoft

Do you still have Classic installed?
Entourage Read Me.html ­ HTML

Entourage Script Menu Items ­ Folder ­ richardsavage > Documents > Microsoft
User Data
Entourage Script Menu Items ­ Folder ­ Macintosh HD > Applications [Mac OSX]
Microsoft Office X > Office > Entourage First Run > Entourage
Entourage Sound Sets ­ Folder - richardsavage > Documents > Microsoft User
Data Entourage Sound Sets ­ Folder - Macintosh HD > Applications [Mac OSX] >
Microsoft Office X > Office > Entourage First Run

The First Run folder has both the script menu and sound sets. So yes to both
of these.
Entourage Temp ­ Folder - richardsavage > Documents > Microsoft User Data
Entourage Temp ­ Folder ­ Macintosh HD > USER FOLDERS > Documents >
Microsoft User Data

This might give us a clue as to the problem. How many User's folders do you
have? The name richardsavage is YOUR User's folder. I don't know where the
root level USER Folders came from. Is this something you created?

FWIW, the temp items folder contents get deleted whenever you quit
Entourage. You only need one.
entourage.42741c0 - Document

Have no clue as to what this is?
Entourage.scpt ­ compiled script
MailCleanerRunEntourage?.gif ­ Document ­ CLEANSWEEP
MCEntourage.gif ­ Document ­ CLEANSWEEP

What's Cleansweep?
Microsoft Entourage - Classic Application
Microsoft Entourage - Alias
Microsoft Entourage - Alias
Microsoft Entourage - Application
Microsoft Entourage - Alias
Microsoft Entourage.crash.log - LogFile
MS Entourage AW - Document
MS Entourage Help - Document
MS Entourage Help Index - Document

Are the alias for Microsoft Entourage all from the same application? What
versions of Entourage do you have installed?

Your setup seems somewhat suspect. Without seeing some screen shots of your
system I can't say for sure. You can send me screen shots of your drive and
I'll take a look. Go to this page and it will open an email to me without
sharing my address to the bots that scan for spam.

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



--
Diane Ross, Microsoft Mac MVP
Entourage Help Page
<http://www.entourage.mvps.org/>
One of the top five MS Entourage resources listed on the Entourage Blog.
<http://blogs.msdn.com/entourage/>
 

Ask a Question

Want to reply to this thread or ask your own question?

You'll need to choose a username for the site, which only take a couple of moments. After that, you can post your question and our members will help you out.

Ask a Question

Top