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Entourage Issues

Posted on 2011-09-15
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Last Modified: 2013-11-17
I have a user using Entourage 2008 that connects to our Exchange 2003 server.

THe following error popped up:
 Entourage Error
We have had this issue before and the solution was to rebuild the database. Well this time it did not work.

User lost all emails on exchange server. we recreated the account back on to the mac but now emails are coming in with a *.eml and are not viewable.

How do we fix this ?
 
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Question by:MECIT
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Expert Comment

by:Will Loving
ID: 36563630
I have no direct experience with Exchange servers, but I have been using Entourage for many years. Basic trouble-shooting might include:

Run the Microsoft Auto-Update utility (in the Applications folder) and make sure all updates are installed.
Remove and re-install Office 2008 which would replace the Database Daemon software. Be sure to run Auto-Update multiple times and apply all Updates.
Boot off Mac Startup/Install DVD and run Disk Utility to check directory corruption that may lead to software corruption.

Question: When you say "user lost all emails on server" - was this an IMAP account? What happened in Exchange the it could delete an entire account of emails?

Note on Mac Screen shots: To take a screen shot of the entire screen on a Mac, type Command-Shift-3 (that's Command - the cloverleaf key - not Control). To take a screen shot of a selected part of a screen, type Command-Option-4 and use the cross-hairs to click and drag the area you want to capture. In either case, the screen shot file should be saved onto the Desktop.
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Author Comment

by:MECIT
ID: 36569218
just to be sure, I am running the microsoft auto utility on the MAC. Is this correct

When I uninstall Office 2008, will this remove the email from entourage. Is there a way to export them so I can convert them into a *pst.

It was not an IMAP account.

What is it in entourage that make the entire mailbox in exchange get wiped out?
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Expert Comment

by:Will Loving
ID: 36569339
1. Yes, on the Mac. It should be in the Applications folder and is normally set to run automatically every week.

2. All data files should be retained in the Microsoft User Data folder even if you completely delete MS Office 2008.

Which brings up an interesting question. Entourage support multiple "Identities" but you can only open one at a time in Entourage. Check the Microsoft User Data folder in the user's Documents folder. In it you should see "Office 2008 Identities" and within that a folder with the user's "Identity" name. Is there more than one Identity folder? If so, you need to go to the "Entourage" menu and select "Switch Identity..."  

If you started over from scratch with Entourage after you had the problem and created a new Identity, then that might explain why everything seems missing. If the old Identity is still there - which it should be unless someone manually deleted it - you should be able to switch to it and see all your old emails.
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Author Comment

by:MECIT
ID: 36574147
I applied all the steps as recommended.

I uninstalled and reinstalled Office 2008. I applied the update 12.3.1 for office.

I would like to recreate the account again.
I exported the emails and saved them on the desktop.

Would I be able to import them in and will they convert over and become viewable.

The emails currently have a *.eml.


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Expert Comment

by:Will Loving
ID: 36574292
I don't think you can re-import the emails, however now I'm confused. If you "lost" all the emails, where are you getting them from to export and why are you needing to export and re-import (which I don't think is possible)?

Did you check to see if there was more than one identity listed in the Microsoft User Data folder and try switching identities?
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Author Comment

by:MECIT
ID: 36574854
The account in entourage is still there and it has the email but in the *.eml format.
I exported that out to see if i could import back when I try to remove the current account and recreate a new account.

THe lost emails were the ones on the exchange server. This is where we are puzzled how it could wipe her mail box.

Right now she is getting email under an outlook account but she is not able to get anything before the issue occured.
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Expert Comment

by:Will Loving
ID: 36574951
It sounds like something happened on the exchange server to wipe out the emails rather than in Entourage. In general, the only time I've ever seen emails saved as .eml files is when the user intentionally saves them out.

Because both Entourage and Exchange are MS products, it might be worth a paid tech support call to Microsoft. The issue you are most likely to run into with that is that your Exchange Server 2003 is eight years old and probably no longer supported.
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Author Comment

by:MECIT
ID: 36575348
So there is no way to import those emails.

I have been working on the exchange side . I do not see why it would only affect one user on exchange.

What about converting the *.eml into *.pst? Is this possible?
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Expert Comment

by:Will Loving
ID: 36575537
Actually, you can import them. I just tried an experiment and it worked. Simply create a mailbox/folder (or use the Inbox) and drag .eml files into it. They should appear just fine.
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Author Comment

by:MECIT
ID: 36575579
Can you just tell how you exported. I just want to make sure I'm doing it right.
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Expert Comment

by:Will Loving
ID: 36575614
For my test, I exported by simply dragging the message to the desktop or to a folder on the desktop. Why are you wanting to export? I thought you said the messages were already exported and in .eml format?
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Author Comment

by:MECIT
ID: 36575792
I did do it the way you described. I believe it was file export then it created a compressed file.
I dont remember .
I will try your method.
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Author Comment

by:MECIT
ID: 36711596
I basically had to remove the account from entourage and recreate the account.
once it made the connection with the exchange server I imported the file with her email.
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Expert Comment

by:Will Loving
ID: 36711735
Glad you were able to make it work even if the disappearance is still a mystery...
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Author Comment

by:MECIT
ID: 36711770
I did have one question. It did not import her contacts.
Would they be store somewhere esle?
Since the database got corrupted then, they are gone as well. Would this be correct?
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Expert Comment

by:Will Loving
ID: 36712164
Entourage keeps everything in the Microsoft User Data folder, including Contact, Mail, Calendar, etc. The only way I can think of that everything would disappear would be if something happened to that folder or the files within it. If you can locate a backup of her Microsoft User Data folder, you should at minimum be able to export out all her contacts, either using a export routine in Entourage or simply doing a select all and dragging to the desktop which should create vcard ( .vcf ) files, which you could then drag into her new account.
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Author Comment

by:MECIT
ID: 36712176
not familiar with MAC, where exactly is the Microsoft user data folder?
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Expert Comment

by:Will Loving
ID: 36712269
It's in the Documents folder. See note 36569339 above on 9/20/11 where I mentioned the importance of checking for multiple Identities in that folder.
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Author Comment

by:MECIT
ID: 36712337
I found a backed up copy of the database from february.
 How can I import the contacts from that database or would I have to import the whole database?
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Expert Comment

by:Will Loving
ID: 36712380
YOu may be able to import directly. Look under File -> Import. One of the options is to Import from a previous version. Alternately, if you can open the backup and Export to an Entourage Archive (Local Contacts at a minimum) and then Import from the Archive, you should be able to get what you need.
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Author Comment

by:MECIT
ID: 36712839
I tried the import but it did not work.
If i remove her current account , can I then import the database.
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Expert Comment

by:Will Loving
ID: 36713145
Did you Export first from the Backup and then Import into the current file? You can also export a tab-delimited file or use the drag and drop method (open old file, drag all contacts to a folder, open current file, drag all contacts back in).
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Author Comment

by:MECIT
ID: 36720085
how would I export first from backup?
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Accepted Solution

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Will Loving earned 500 total points
ID: 36720204
Quit Entourage
Carefully move the Office 2008 Identities folder in Macintosh HD -> Users -> [users name] -> Documents -> Microsoft User Folder  to the Desktop or some other safe/known  location.
Move/Copy the the Office 2008 Identities folder form the backup into the Microsoft User folder
Start Entourage and immediately cancel any automatic mail checking (or just unplug the computer from the internet and turn off Airport)
The old account should come up and you should be able to go to File -> Export to do your export or the drag and drop that I mentioned (or both)
To return to the current Identity, reverse the process by quitting Entourage and swapping the Office 2008 Identities folder back into the Microsoft User Data folder.
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Author Comment

by:MECIT
ID: 36817582
I tried doing it under her account but it did not work.

But I got it to work

1.I logged off from her account
2.I isconnected mac from network
3.logged in as administrator on local box
4.searched for the backup database
5.move it to where I can find it to import
6.I opened Entourage
7.went to file > import
8.located the file
9.Switch identities
10.selected database
11.it opened up
12.Exported the contact to text file
13.Logged off
14.logged in as user and imported contact list.
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Author Closing Comment

by:MECIT
ID: 36817587
Thank you for the help
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