Snow Leopard (10.6) Entourage Crashes with office attachments

[lai...@officeformac.com]

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

I think this is a SL related issue, but having trouble tracking it down.

When I attach most Office documents to an Entourage email, I get the spinning ball. I can attach older Office docs (such as created on a PC first) and PDFs. JPGs aren't working either. Settings for attachments are Apple Double, not to compress files, windows file extensions. I've played with those settings to no effect. Office is updated to the latest version.

One workaround is dragging the file in from the finder, but I would still like to attach the file from Entourage mail messages directly.

I have tried rebuilding the Entourage database. (I'm using an Exchange account.)

I have tried fixing permissions.

I cleared out duplicate fonts and installed Rosetta (although I shouldn't need it).

This is happening on both a Mac Pro and a MacBook Pro. On the Mac Pro, I tried removing and reinstalling - same problem. The Mac Pro is Web Services with Exchange 2007 on a hosted partner. On the MBP, it's the basic addition with a corporate mail 2003 exchange server. Happens on VPN or on our corporate network.

I also know from one other post on the Apple discussion forums that another user is having the same issue on 10.6 with an upgraded Office 2004 to a Office 2008 install.

[lai...@officeformac.com]

To clarify, this is issue is in Office 2008, latest version based on Office Updates released recently.

[Diane Ross]

On 9/1/09 4:21 PM, in article 59b7b...@webcrossing.caR9absDaxw,
"lai...@officeformac.com" <lai...@officeformac.com> wrote:

> I think this is a SL related issue, but having trouble tracking it down.

No problems here. Try testing in a new User and see if it happens there.

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

1) Open Entourage in a new blank Identity to test. No need to enter account
info for this test. Does it work.

2) If yes, then go back to your main User and drag your Identity to Shared
and switch Users. (remember to drag back from Shared after testing)

Your Hard Drive/Users/Shared

Drag from Shared (it actually copies)

Open Entourage and see if your Identity still has the problem.

If the problem goes away in your old Identity in the new User then the
problem is in your User's folder.

If the problem exists in the new User with a new Identity, this indicates
problems at the system level and/or your Office install.

For help troubleshooting Office for Mac with Snow Leopard see this article:

Troubleshooting Office for Mac with Snow Leopard

<http://blog.entourage.mvps.org/2009/09/hot_topics_using_office_for_mac_with
_snow_leopard.html>

In case the above link does not work:

<http://tinyurl.com/ndmt4x>

--
Diane

[Jon_...@officeformac.com]

Had same problem...and must be due to SL. Attachs also crash Mail for me.

My fix is to attch the attachment first...not ideal but does the job...so far.

[bullsheet]

Same problem here--- was on phone for hrs with Apple support. I
finally reinstalled everything. It worked for awhile, but it now
crashes again. I also crash when i try to upload a file to a web
site.

The only thing that works for me is to drag and drop.

[hegartmj]

Same problem here - Powerpoint will open but Entourage and Excel crash
instantly. Started when I auto-updated last night. Office 2008 & Snow
Leopard.

[Corentin Cras-Méneur]

hegartmj <mick.h...@gmail.com> wrote:

>
> Same problem here - Powerpoint will open but Entourage and Excel crash
> instantly. Started when I auto-updated last night. Office 2008 & Snow
> Leopard.

Check your fonts with Font Book, resolve all duplicates (manually in the
Finder if you can) then clear the font cache with a utility like Onyx.
Snow Leopard is extremely sensitive to Font issues.

Corentin

--
--- Office:Mac MVP http://www.cortig.net/wordpress/ ---
http://www.mvps.org - http://mvp.support.microsoft.com
MVPs are not MS employees - Les MVP ne travaillent pas pour MS
Remove "NoSpam" to e-mail me - Retirez "NoSpam" pour m'�crire

[Building...@officeformac.com]

I am having the same issue with my Entourage...

[Corentin Cras-Méneur]

<Building...@officeformac.com> wrote:

> I am having the same issue with my Entourage...

Did you check the fonts as suggested?

[jiml...@officeformac.com]

I have the same problem. Can you explain more in detail how to resolve the duplicate Font issue. I looked in Font book and did not see any duplicates.

[Corentin Cras-Méneur]

<jiml...@officeformac.com> wrote:

Duplicates have a little black dot next to them.
The easiest is to select all fonts and use the Validate Fonts command.
You will get a detailed report about each of them.
I recommend removing duplicates manually in the Finder instead of
relying on Font Book to do so in Snow Leopard.

[Diane Ross]

On 9/30/09 11:36 AM, in article
1j6v0hn.1mf8zbl1jfwi2yN%korve...@NoSpam.mvps.org, "Corentin Cras-M�neur"
<korve...@NoSpam.mvps.org> wrote:

>
> Duplicates have a little black dot next to them.

Mine had a yellow badge next to them.

--
Diane

[Corentin Cras-Méneur]

Diane Ross <Entour...@gmail.com> wrote:

> > Duplicates have a little black dot next to them.
>
> Mine had a yellow badge next to them.

You might be right I probably got it confused.

[micha...@officeformac.com]

Clearing duplicate fonts did not resolve the issue for me. I have the same problem; primarily with office document attachments. It started when I installed Snow Leopard. Re-installing Office 2008 did not resolve the issue.

[Simone-]

On Oct 7, 7:58 pm, michael....@officeformac.com wrote:
> Clearing duplicate fonts did not resolve the issue for me. I have the same problem; primarily with office document attachments. It started when I installed Snow Leopard. Re-installing Office 2008 did not resolve the issue.

I'm having the same problem with Entourage. It keeps crashing when I
attach files. Anybody solved the problem?

[AJ...@officeformac.com]

I have had this same problem since before updating to Snow Leopard.

Some attachments work some don't, the more attachments or the larger they are seem to increase the chance the email can't be sent.

When it occurs, Entourage will upload the entire
message, then hang as the progress bar reaches the far right, then I get an error dialog that the message could not be sent, and the email is moved to the OUTBOX on my computer. It seems that saving the message before trying to send it increases the chance it will not work.

The exact same attachments work when sent via Outlook Web Access or via Outlook on the PC, so I don't think it is corrupt files.

This started after the v13.0.0 upgrade, and has persisted since updating to Snow Leopard.

Overall I love the new EWS version and all that it brings, I just wish that sending email with attachments was reliable.

[unide...@officeformac.com]

Seeing this issue on 10.6.1 when attaching a document but only if using the Search functionality. Meaning drag and drop work fine, as does selecting a file directly and attaching it (double-clicking). I get the pinwheel of death (beach ball) anytime I have text in the Search box then selecting and attaching the file.

Tried on a user running Leopard 10.5.8 and this issue does not happen. We both are running the same version of Entourage and the same MS updates. Seems to be the problem is with Snow Leopard. Interested in knowing if others are only seeing the issue with text in the Search box as well.

I have cleared any duplicate fonts so that shouldn't be the issue.

[lai...@officeformac.com]

Great find! I can confirm the bug is related to searching for the file in the test I just did. Search for a file - freeze. Navigate to the file - works fine. Drag and dropping (from a search or just a normal window in finder) works fine.

Going to play with spotlight settings to see if there is a fix.

[unide...@officeformac.com]

Good thought and so I went to my spotlight settings. Under the Privacy section I had it set to prevent spotlight from searching "Office 2008 Identities" (and 2004), which I believe I read somewhere at some point was the correct thing to do. Well as a test I removed the 2008 entry and once I did that sure enough now attaching files with text in the Search box works fine.

Interested to see if you have the same results. Then the question will be should the 2008 Identities be excluded or not.

Thanks.

[unide...@officeformac.com]

So the interesting thing is removing the 2008 Identities worked for my system but naturally didn't work on another system because I hadn't ever set spotlight to not search that location. 1 for 2 isn't bad for a Friday.

[unide...@officeformac.com]

Naturally I decided to test a bit more and put the Office 2008 Identities back into the Prevent section which caused issues again with attachments after I restarted Entourage. The problem now though is that I removed the Office 2008 Identities again and can't get the attachments to work still with text in the search box. Not sure yet why earlier this worked and not it isn't. I have tried Rebuild the Entourage Spotlight index but still no luck.

Oh well serves me right for claiming 1 victory earlier.

[Diane Ross]

On 10/23/09 10:32 AM, in article 59b7b...@webcrossing.caR9absDaxw,
"unide...@officeformac.com" <unide...@officeformac.com> wrote:

> I get the pinwheel of death (beach ball) anytime I have text in the Search box
> then selecting and attaching the file.

I've seen that behavior in Snow Leopard using a script that inserts text.

--
Diane

[theo...@officeformac.com]

Actually, the problem all of us are having doesn't have anything to do with Entourage. Its not an Office issue at all. It appears to have something to do with Snow Leopard and Exchange.

I have two clients who are also experiencing this issue. Both are using Exchange, both are using Snow Leopard. But only one is using Entourage (2008, fully updated of course). The other is using Apple Mail, and actually doesn't have Office at all...she uses iWork '09. The client not using Entourage has this issue chronically, and yet, when she attaches files to emails from her personal IMAP acct, no beachballs at all.

I'm experimenting now with my Entourage using customer, because I think the problem is Spotlight related somehow. In the privacy pane of Spotlight's preferences, I've added her entire hard drive to the exclude list. Of course, this means that she can't search her HD anymore. But she's OK with that for a few days if it means getting to the bottom of the problem. So I'll know in the next 24-48 hours of the problem is actually Spotlight related or not.

Of course, if it is Spotlight related, that's nice to know, but it creates a different problem because neither client is willing to do without Spotlight endlessly. So I don't know what will happen there. But for everyone here looking at Office as being the issue, it isn't. Its more global than that.

-oyster

[boojib...@officeformac.com]

I find that Entourage crashes when I use "Search For" in finders sidebar. If I actually navigate to a file it is fine.

[Diane Ross]

On 10/31/09 9:37 AM, in article 59b7b...@webcrossing.caR9absDaxw,
"boojib...@officeformac.com" <boojib...@officeformac.com> wrote:

> I find that Entourage crashes when I use "Search For" in finders sidebar. If I
> actually navigate to a file it is fine.

It's time to start your own thread so we have YOUR info and details.

What type of account? (POP, IMAP, Exchange)
What version of Entourage and update applied.
What version of the OS?

There is a known problem using Spotlight in Snow Leopard. We'll have to wait
for Apple to fix it.

--
Diane

[Kathie]

I have the same problem, reinstalled Office and it worked for a while
and now stopped. This is a total pain. Any other solutions? I don't
have any duplicate fonts.

[Diane Ross]

When multiple users start adding onto a question (thread), it gets very
confusing. Just because it's the same topic, each user needs to have their
own thread. So please, don't add on, start your own thread and give your
details.

When asking a question please include info on your computer and which
version of OS X, as certain answers will vary between different Macs and
operating systems. Including RAM helps when there are performance issues.

We also need to know what version of Office and/or Entourage you are using
including any updates. For Office 2008 users it's under the About menu. It
give the version for the application. More info:

Verify 12.2.1 update

<http://blog.entourage.mvps.org/2009/08/verify_1221_update.html>
Or
<http://tinyurl.com/mm5u77>

--
Diane Ross, Microsoft Mac MVP
Entourage Help Page <http://www.entourage.mvps.org/>
Entourage Help Blog <http://blog.entourage.mvps.org/>
Follow us on twitter <https://twitter.com/entouragehelp>

[Michael Margolis]

Two fixes for this:

Apple OS 10.6.2 fixes the Entourage attachment problem by itself.
MS now has version 12.2.3 of Office.

Before the updates, you could DRAG the attachment into the email that
worked. It was only using the ATTACH button that fubared the program.

[Ty]

Dianne,

I have Mac Pro with 10.6.2 plus lates 12.2.3 upgrade, still entourage
crashes when I click on email with an attachment, any other ideas
before I have to move away from entourage program. Most of my mail
comes from Windows Outlook.

Ty

[Diane Ross]

On 11/22/09 12:33 PM, in article
b6f1257d-be3d-4869...@y32g2000prd.googlegroups.com, "Ty"
<tyrone.s...@gmail.com> wrote:

> I have Mac Pro with 10.6.2 plus lates 12.2.3 upgrade, still entourage
> crashes when I click on email with an attachment, any other ideas
> before I have to move away from entourage program. Most of my mail
> comes from Windows Outlook.

Did you clear out older Microsoft fonts after installing Snow Leopard and
clear your font caches?

Fonts to delete after installing Snow Leopard (includes help deleting font
caches)

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

1) If you boot up your computer with Shift key held down (this puts you in
safe boot mode) when you launch Entourage do the problems go away?

2) If you create a new User in spp

Can you have someone send you an attachment that will crash your Entourage
and have them also send me the same attachment.

Entour...@gmail.com

--
Diane

[Keith Kaminski]

We've been seeing this issue (deadly beach ball) when doing a search
in attaching a document to be uploaded. We deleted Microsoft Office
and saw a drastic reduction in the # of crashes, but it still exists.
So far, the crashes have been when uploading something to Wordpress
and Chimpmail - each time when we do a search within the document
selection dialog box.