Entourage 12.2.0 update crashes after update install
bbr...@officeformac.com
Operating System: Mac OS X 10.5 (Leopard)
Processor: Intel
Email Client: imap
Just installed the "SP2" update and Entourage crashes when launched with the following error:
Exception Type: EXC_BREAKPOINT (SIGTRAP)
Exception Codes: 0x0000000000000002, 0x0000000000000000
Crashed Thread: 0
Dyld Error Message:
Symbol not found: __Z17CGColorCreateRGBAffff
Referenced from: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/Microsoft Entourage
Expected in: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/../Frameworks/EntourageCore.framework/Versions/12/EntourageCore
All other Office apps launch just fine. But I use Entourage all the time and need a fix.
hef...@officeformac.com
chs...@officeformac.com
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] dyld: lazy symbol binding failed: Symbol not found: __Z17CGColorCreateRGBAffff
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] Referenced from: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/Microsoft Entourage
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] Expected in: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/../Frameworks/EntourageCore.framework/Versions/12/EntourageCore
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] dyld: Symbol not found: __Z17CGColorCreateRGBAffff
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] Referenced from: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/Microsoft Entourage
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] Expected in: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/../Frameworks/EntourageCore.framework/Versions/12/EntourageCore
7/23/09 8:22:10 AM [0x0-0x3db3db].com.microsoft.Entourage[84252] Expected in: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/../Frameworks/EntourageCore.framework/Versions/12/EntourageCore
7/23/09 8:22:13 AM ReportCrash[84253] Formulating crash report for process Microsoft Entourage[84252]
7/23/09 8:22:13 AM ReportCrash[84253] Saved crashreport to /Users/hanzo/Library/Logs/CrashReporter/Microsoft Entourage_2009-07-23-082210_christian.crash using uid: 502 gid: 20, euid: 502 egid: 20
7/23/09 8:22:13 AM com.apple.launchd[220] ([0x0-0x3db3db].com.microsoft.Entourage[84252]) Exited abnormally: Trace/BPT trap
chs...@officeformac.com
Process: Microsoft Entourage [84252]
Path: /Applications/Microsoft Office 2008/Microsoft Entourage.app/Contents/MacOS/Microsoft Entourage
Identifier: com.microsoft.Entourage
Version: 12.1.9 (12.1.9)
Build Info: Unknown-90515~0
Code Type: X86 (Native)
Parent Process: launchd [220]
Date/Time: 2009-07-23 08:22:10.949 -0400
OS Version: Mac OS X Server 10.5.7 (9J61)
Report Version: 6
Anonymous UUID: 9372AB35-4F05-4A1F-8894-799249FB13E7
Diane Ross
standalone updater again, but I would use "Remove Office" then manually
remove the files like receipts that were not removed, then install Office
from the DVD then update. FWIW, there were two versions of the updater. One
for folks that had updated to 12.1.9 and another fuller version for those
with older updates. It's pure speculation, but perhaps the wrong updater was
applied. The other is user error and/or $#@! happens when you update.
Remove Office
<http://www.entourage.mvps.org/install/remove_office.html>
Install Office for Mac 2008 including updates
<http://www.entourage.mvps.org/install/install.html>
Steps to update Office after installing from DVD
<http://www.entourage.mvps.org/install/update_steps.html>
Steps for a successful update
<http://www.entourage.mvps.org/install/update_basics.html>
Dos and Don'ts for a good install
Check List to troubleshoot your install
--
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>
bbr...@officeformac.com
It seems like MS has a bug in their installation since others are reporting the exact same issue.
I will go ahead and remove, install, update and update but I am not happy about this. This will take me quite a bit of time (and it may not even work).
Your response reminds me of the IT person who tells you to reinstall the Windows operating system as a first step if something doesn't work on a PC. I would have expected a bit more trouble shooting on the MS side of this.
Diane Ross
"bbr...@officeformac.com" <bbr...@officeformac.com> wrote:
> Your response reminds me of the IT person who tells you to reinstall the
> Windows operating system as a first step if something doesn't work on a PC. I
> would have expected a bit more trouble shooting on the MS side of this.
I gave you my best advice based on your crash report. Microsoft doesn't
offer free support and we do our best as volunteers here to offer
suggestions.
--
Diane
Corentin Cras-Méneur
> Your response reminds me of the IT person who tells you to reinstall the
> Windows operating system as a first step if something doesn't work on a
> PC.
This is not quite the same situation. Diane (and I) suspect tht
something went wrong during the updating process. The only way out would
be to remove the - now - corrupted install to start fresh and reinstall,
hoping that the update process will now proceed all the way and get you
to a proper 12.2.0 state.
> I would have expected a bit more trouble shooting on the MS side of
> this.
Where did you see anyone from MS post here? This is peer-support
newsgroup.
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
Diane Ross
"bbr...@officeformac.com" <bbr...@officeformac.com> wrote:
>
> Just installed the "SP2" update and Entourage crashes when launched with the
> following error:
>
> Exception Type: EXC_BREAKPOINT (SIGTRAP)
> Exception Codes: 0x0000000000000002, 0x0000000000000000
> Crashed Thread: 0
The developer is requesting the full log. Can you send it to me off list?
The forum doesn't allow for full logs to be posted.
EntourageHelp at gmail dot com
Subject: Newsgroup feedback
Please use this subject so my rule will catch it.
--
Diane
NNich...@officeformac.com
Diane Ross
"NNich...@officeformac.com" <NNich...@officeformac.com> wrote:
The developers do not read this forum. This is not an official Microsoft
forum. This is an interface to a public newsgroup and we are your peers.
Some of us can get in touch with the developers as in this case, but
normally all help comes from volunteers.
I just received my first full report and will be forwarding it on soon.
Until he get a full report it's hard for him to give any feedback.
--
Diane
Mark...@officeformac.com
>
> > Your response reminds me of the IT person who tells you to reinstall the
> > Windows operating system as a first step if something doesn't work on a
> > PC.
>
> This is not quite the same situation. Diane (and I) suspect tht
> something went wrong during the updating process. The only way out would
> be to remove the - now - corrupted install to start fresh and reinstall,
> hoping that the update process will now proceed all the way and get you
> to a proper 12.2.0 state.
it is definitely a problem with the update. I can see that all other applications have been updated tp 12.2.0 but not Entourage. This has still version 12.1.5.
No MS app was running when i tried the update. I restored Office from time machine twice already and got the same result and NO i will not install it from scratch.
Diane Ross
"Mark...@officeformac.com" <Mark...@officeformac.com> wrote:
> it is definitely a problem with the update. I can see that all other
> applications have been updated tp 12.2.0 but not Entourage. This has still
> version 12.1.5.
If the updater was bad then everyone would have the problem. I find that
it's easier to do a reinstall from the DVD than try to find out what's
wrong.
In addition, download the combo updater from Apple and run it again rather
than using Software Update. Doing so overwrites potentially problem-causing
files. Combo updaters will install on the same version as they�re
applying�no need to roll back or do a clean install.
Leopard:
Mac OS X 10.5.6 Combo Update (For both PowerPC- and Intel-based Macs )
<http://support.apple.com/downloads/Mac_OS_X_10_5_7_Combo_Update>
Tiger:
Mac OS X 10.4.11 Combo Update (PPC)
<http://www.apple.com/support/downloads/macosx10411comboupdateppc.html>
Mac OS X 10.4.11 Combo Update (Intel)
<http://www.apple.com/support/downloads/macosx10411updateintel.html>
--
Diane
bbr...@officeformac.com
--
-- bob
Diane Ross
"bbr...@officeformac.com" <bbr...@officeformac.com> wrote:
Yes, having a good foundation is always helpful. If you just use the
incremental updaters via Software updater they do not go back and refresh
all files like a combo does. Think of it as a spa treatment for your OS
file.
Whenever there is an OS update I always suggest downloading the combo
instead of using the incremental updater via Software Updater. To understand
the different types of updaters see this page:
<http://www.entourage.mvps.org/troubleshoot/combo.html>
It's the first step when you suspect problems with your OS files. Next is
the "Archive & Install" and lastly the "Erase & Install".
--
Diane
NNich...@officeformac.com
Issue: update install is looking for a symbol file it can't find.
Fix: completely uninstall Office including all associated library files (ok to put identity files on desktop so they can be restored). Then do a fresh install and go through all updates.
A bit of work, but that fixes it.
Diane Ross
"NNich...@officeformac.com" <NNich...@officeformac.com> wrote:
> Okay, here's the issue and the resolution according to MS escalated tech
> support:
>
> Issue: update install is looking for a symbol file it can't find.
Did they indicate what symbol file?
Thanks for sharing.
--
Diane
bbr...@officeformac.com
And finally: where are these library files located? And can someone explain how to restore identify files.
wa...@4cp.com.au
> Not quite the fix I was hoping for. It would have been nice to have someone figure out why the update is looking for a symbol file it can't find. Does the file not exist? Does it exist somewhere else? Why doesn't this happen to everyone?
> And finally: where are these library files located? And can someone explain how to restore identify files.
This has happened to me, after doing a simple update.
I think i may wait until some clever person figures out where this
symbol file is
i can use mail, in the meantime (or forever)
bbr...@officeformac.com
-- bob
Po...@officeformac.com
I'm not sure what caused this, but this update is definitely broken.
bizz...@officeformac.com
I also wish now that this is a known problem for a few weeks - the software updater function would somehow give any indication of possible problems! Remind me not to do it before a trip - I'm now stuck having to remove and reinstall, when I don't really have the time to spend.
From now on - I will only go to the website to get updater - as well as check the forums before I install it...
> Yes, having a good foundation is always helpful. If you just use the
> incremental updaters via Software updater they do not go back and refresh
> all files like a combo does. Think of it as a spa treatment for your OS
> file.
>
> Whenever there is an OS update I always suggest downloading the combo
> instead of using the incremental updater via Software Updater. To understand
> the different types of updaters see this page:
>
>
>
BrokerDon
> On 7/23/09 1:21 PM, in article 59b7893...@webcrossing.caR9absDaxw,
>
> "bbr...@officeformac.com" <bbr...@officeformac.com> wrote:
> > Your response reminds me of the IT person who tells you to reinstall the
> > Windows operating system as a first step if something doesn't work on a PC. I
> > would have expected a bit more trouble shooting on the MS side of this.
>
> offer free support and we do our best as volunteers here to offer
> suggestions.
>
> --
> Diane
"Microsoft doesn't offer free support".
What if our company has a $2,500 a month contract with our IT provider
(ARRC Technology) who is a Microsoft Partner... Can't THEY get
support from Microsoft? If so, do they have to pay for support too?
Personally I can't wait for Microsoft to open up retail stores like
Apple and have Microsoft Geniuses try to fix their software
problems... Should make for some GREAT stories!