"unknown internal program" error after upgrading to 2008

[Projectman]

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

I upgraded from 2004 and got the message that the database needed to be rebuilt. I did the rebuild and now when I launch Entourage get this message. " Entourage cannot open the item due to an error. An internal program error occurred." I can dismiss it and send/ receive email but if I try to click on another icon ( address, calendars, etc) it comes back and crashes the program. I have run all updates.
Peace,
c

 

[Projectman]

I upgraded from 2004 and got the message that the database needed to be rebuilt. I did the rebuild and now when I launch Entourage get this message. " Entourage cannot open the item due to an error. An internal program error occurred." I can dismiss it and send/ receive email but if I try to click on another icon ( address, calendars, etc) it comes back and crashes the program. I have run all updates.

Peace,
c

Additionally the 2008 database is 6GB.

 

[Diane Ross]

I upgraded from 2004 and got the message that the database needed to be
rebuilt. I did the rebuild and now when I launch Entourage get this message. "
Entourage cannot open the item due to an error. An internal program error
occurred." I can dismiss it and send/ receive email but if I try to click on
another icon ( address, calendars, etc) it comes back and crashes the program.
I have run all updates.

This sounds more like a system error than an Entourage error. Entourage
errors come with numbers.

Download and run the combo. Even if you are upgraded this refreshes system
files. <http://support.apple.com/downloads/Mac_OS_X_10_5_7_Combo_Update>

Move the Microsoft User Data folder to the desktop and let Entourage create
a new blank one. Is there a problem with Entourage opening in a new blank
Identity?

If no, then quit Entourage, drag over from the desktop your imported Main
Identity for 2008. Does it open now?

BTW how much free space on your HD? Use Activity Monitor in Utilities, click
on Disk Usage tab to get the info.

 

[Projectman]

Hi Diane,
Normally i'd agree with you but I have tried this same Id on 2 different Mac's. I get the same error on both. When i open another ID (switching ID folders as you suggest, I get no error.

 

[Diane Ross]

Normally i'd agree with you but I have tried this same Id on 2 different
Mac's. I get the same error on both. When i open another ID (switching ID
folders as you suggest, I get no error.

Then there is a problem with your database. I've never seen this error for a
corrupt database. You'll need to rebuild the Identity.

How to rebuild:

<http://www.entourage.mvps.org/database/rebuild.html>

Make a duplicate in the Finder first as additional backup. A rebuild does
make a duplicate, but sometimes in the process the original and backup get
merged resulting in total disaster. It's rare but it happens.

If you do not have lots of extra space the rebuild will fail.

 

[Projectman]

I have done this already. Anything else?

 

[Diane Ross]

I have done this already. Anything else?

Have you tested in a new Identity?

 

[Projectman]

I have tested a new ID as well as a different ID with a 1.26 GB database. No problems.

 

[Diane Ross]

I have tested a new ID as well as a different ID with a 1.26 GB database. No
problems.

Can you define "ID"?


Let's first be clear about the terms User, Identity and Account.

An identity is a complete personality of Entourage, containing (preferences,
account settings.

A User is a term used by the Mac OS. The terms Identity and User are often
confused. Creating a new User in System Preferences is a good way to test in
a clean environment.

Entourage stores your data in an Identity, and the Mac OS creates Users.

Your identity is named "Main" by default. It is located in the Microsoft
User Data folder. Creating a new Identity is a good way to test your
database to see if corruption is the problem.

Each identity can have (almost) any number of accounts. Each account is
associated with a distinct email address than can be used to send and/or
receive mail, but all mail is stored in the same database, all calendar
events are common to all the accounts, all notes & contacts are shared.

You can have multiple accounts in Entourage. Examples: POP, IMAP, Hotmail,
Gmail, AOL, Exchange, news accounts.

 

[Projectman]

I have tested a new ID as well as a different ID with a 1.26 GB database. No
problems.

Can you define "ID"?


Let's first be clear about the terms User, Identity and Account.

An identity is a complete personality of Entourage, containing (preferences,
account settings.

A User is a term used by the Mac OS. The terms Identity and User are often
confused. Creating a new User in System Preferences is a good way to test in
a clean environment.

Entourage stores your data in an Identity, and the Mac OS creates Users.

Your identity is named "Main" by default. It is located in the Microsoft
User Data folder. Creating a new Identity is a good way to test your
database to see if corruption is the problem.

Each identity can have (almost) any number of accounts. Each account is
associated with a distinct email address than can be used to send and/or
receive mail, but all mail is stored in the same database, all calendar
events are common to all the accounts, all notes & contacts are shared.

You can have multiple accounts in Entourage. Examples: POP, IMAP, Hotmail,
Gmail, AOL, Exchange, news accounts.
[/QUOTE]

 

[Projectman]

Right, I was referring to the Entourage personality. I have tried a new personality as well as a different personality. Neither of them give any error messages. I have also uninstalled and reinstalled Office 2008.

 

[Diane Ross]

Right, I was referring to the Entourage personality. I have tried a new
personality as well as a different personality. Neither of them give any error
messages. I have also uninstalled and reinstalled Office 2008.

Again, it's a bit confusing as to what is the difference in a "new" and
"different" personality?

One of the ways to troubleshoot on the Mac is to test in a new User. This
eliminates any problems in your User's folder. You can drag files to the
Shared folder for access in the other User.

Go to System Preferences --> Create a New User in Accounts. Switch to the
New User by logging out/in or use Fast User Switching. Test Office there.

So far we know;

<quote>
I have tried this same Id on 2 different Mac's. I get the same error on
both. When i open another ID (switching ID folders as you suggest, I get no
error.</quote>

Let's do a stress test on your database.

1. Use the Entourage Database Utility to verify
2. On a _copy_ of your Identity, run rebuild on the Identity to verify
(delete both the copy and the rebuild version when you finish)
3. Test by exporting all items as Entourage archive (.rge) file and 2)
import that file into a new Identity.**
4. Use the MBOX script to export all folders.<http://tinyurl.com/lfoath>

**If there is corruption this will fail. Normally, if your data exports this
is a high indication that the data is good, but I have seen a few where it
failed on import so I advise to import to be complete. If it does fail, then
do this:

Under File --> Export, select "items to an Entourage archive", but this time
select one item at a time. Do Mail then follow with Local contacts etc.

This will give you an idea of where the corruption is located.

 

[Projectman]

Thanks for the link to the MBOX script. What a timesaver. Unfortunately the database won't stay open long enough to run the script. I get about 10 repetitions of the "unknown internal program" error message and then it quits. I should do a screen capture movie of it. I'll try to rebuild it again today.

 

[Diane Ross]

Thanks for the link to the MBOX script. What a timesaver. Unfortunately the
database won't stay open long enough to run the script. I get about 10
repetitions of the "unknown internal program" error message and then it quits.
I should do a screen capture movie of it. I'll try to rebuild it again today.

I hope you are working off a copy of your Identity. Once Entourage tried to
rebuild, the copy it makes could be corrupted and you'll never be able to
rebuild. I keep 500 GB free for rebuilding my client's database and I always
work off a copy. Once I get it to rebuild, I work off a copy of the rebuild
because I can crash as many as 30 times getting the data out so I keep
having to revert to a copy. Rebuild doesn't guarantee a stable database. As
long as you have an Identity that will open you can salvage the data.