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Data Loss from Customers after Installing SP2 with Exchange Mail
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Rebecca Harriss [MSFT]
Oct 12, 2005, 5:59:32 PM10/12/05
to
Hi All,
I wanted to give you an update regarding Microsoft Office 11.2.0 Service Pack 2 (SP2), which we released Sept. 20th. SP2 has been a resounding success in most cases, however, we have received a few isolated reports of lost data from customers after installing SP2.
Known issue: After installing SP2, if an Exchange mailbox is moved from one Exchange server to another, occasionally messages, events and contacts may be deleted the first time Entourage attempts to re-sync with the moved mailbox. If this occurs, customers will initially notice duplicate folders, and ultimately their messages, events and contacts may be deleted.
Whom does the issue affect: This is a very isolated issue and seems to impact a small group of Entourage users on Microsoft Exchange servers. The vast majority of Office Mac customers will not be impacted. The issue is seen only when an Exchange mailbox is moved to a different Exchange server following the installation of SP2.
How to avoid the issue: It is strongly advised that Exchange administrators either move mailboxes for Entourage users prior to installing SP2, or wait to move mailboxes until the Office 2004 11.2.1 update has been applied.
When will the patch be available? The Office 2004 11.2.1 update will be available as a free download via Microsoft AutoUpdate or at www.microsoft.com/mac <http://www.microsoft.com/mac> prior to Nov. 1st. The update will also be available in volume licensing kits in December.
Is additional information forthcoming? Yes, we will be providing a Knowledge Base article with more prescriptive guidance within the next week. In the meantime, customer issues should be escalated to PSS.
What if data loss has already occurred? First, the customer should quit out of Entourage immediately if they notice either duplicate folders or lost data. This will stop Entourage from synchronizing, and will help the customer avoid further data loss. Users should not use Entourage until their Exchange server account settings have been deleted. To do this, users should first disconnect from the network, open Entourage, and then delete their Exchange account (under Tools | Accounts) before they install the Office 2004 11.2.1 update. After installing the 11.2.1 update, users should re-create their Exchange server account settings.
Recovering lost data: The best way for customers to recover their data is to restore their mailbox from an existing back-up – they should contact their Exchange system administrator for assistance. In some instances, customers have been able to recover data by using the Recover Deleted Items tool from Outlook Web Access. Log in to your Exchange account using Outlook Web Access on your Mac Web browser, click Options on the left hand side and scroll down to Recover Deleted Items; customers should contact their Exchange system administrator for assistance. Additional guidance for system administrators can be obtained from Microsoft Product Support Services. Customers may visit www.microsoft.com/mac/support <http://www.microsoft.com/mac/support> for contact information if they are unsure of their PSS contact.
Thanks,
The Macintosh Business Unit
Rebecca Harriss
Microsoft Corporation
Macintosh Business Unit, Entourage Test
This posting is provided “AS IS” with no warranties, and confers no rights.
I wanted to give you an update regarding Microsoft Office 11.2.0 Service Pack 2 (SP2), which we released Sept. 20th. SP2 has been a resounding success in most cases, however, we have received a few isolated reports of lost data from customers after installing SP2.
Known issue: After installing SP2, if an Exchange mailbox is moved from one Exchange server to another, occasionally messages, events and contacts may be deleted the first time Entourage attempts to re-sync with the moved mailbox. If this occurs, customers will initially notice duplicate folders, and ultimately their messages, events and contacts may be deleted.
Whom does the issue affect: This is a very isolated issue and seems to impact a small group of Entourage users on Microsoft Exchange servers. The vast majority of Office Mac customers will not be impacted. The issue is seen only when an Exchange mailbox is moved to a different Exchange server following the installation of SP2.
How to avoid the issue: It is strongly advised that Exchange administrators either move mailboxes for Entourage users prior to installing SP2, or wait to move mailboxes until the Office 2004 11.2.1 update has been applied.
When will the patch be available? The Office 2004 11.2.1 update will be available as a free download via Microsoft AutoUpdate or at www.microsoft.com/mac <http://www.microsoft.com/mac> prior to Nov. 1st. The update will also be available in volume licensing kits in December.
Is additional information forthcoming? Yes, we will be providing a Knowledge Base article with more prescriptive guidance within the next week. In the meantime, customer issues should be escalated to PSS.
What if data loss has already occurred? First, the customer should quit out of Entourage immediately if they notice either duplicate folders or lost data. This will stop Entourage from synchronizing, and will help the customer avoid further data loss. Users should not use Entourage until their Exchange server account settings have been deleted. To do this, users should first disconnect from the network, open Entourage, and then delete their Exchange account (under Tools | Accounts) before they install the Office 2004 11.2.1 update. After installing the 11.2.1 update, users should re-create their Exchange server account settings.
Recovering lost data: The best way for customers to recover their data is to restore their mailbox from an existing back-up – they should contact their Exchange system administrator for assistance. In some instances, customers have been able to recover data by using the Recover Deleted Items tool from Outlook Web Access. Log in to your Exchange account using Outlook Web Access on your Mac Web browser, click Options on the left hand side and scroll down to Recover Deleted Items; customers should contact their Exchange system administrator for assistance. Additional guidance for system administrators can be obtained from Microsoft Product Support Services. Customers may visit www.microsoft.com/mac/support <http://www.microsoft.com/mac/support> for contact information if they are unsure of their PSS contact.
Thanks,
The Macintosh Business Unit
Rebecca Harriss
Microsoft Corporation
Macintosh Business Unit, Entourage Test
This posting is provided “AS IS” with no warranties, and confers no rights.
Boettcher, Scott
Oct 12, 2005, 6:08:35 PM10/12/05
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Thank you Rebecca – this is one of the best corporate replies I’ve seen in a support forum.
Could this be the reason why my Macs no longer “see” SP2 in the updater application?
This should save me and my clients from losing data.
SB
Could this be the reason why my Macs no longer “see” SP2 in the updater application?
This should save me and my clients from losing data.
SB
Rebecca Harriss [MSFT]
Oct 13, 2005, 2:20:35 AM10/13/05
to
Hi Scott,
To avoid customer inconvenience, we have removed SP2 from Microsoft AutoUpdate until the 11.2.1 update is available.
Thanks,
Rebecca
To avoid customer inconvenience, we have removed SP2 from Microsoft AutoUpdate until the 11.2.1 update is available.
Thanks,
Rebecca
Rebecca Harriss
Microsoft Corporation
Macintosh Business Unit, Entourage Test
This posting is provided “AS IS” with no warranties, and confers no rights.
Microsoft Corporation
Macintosh Business Unit, Entourage Test
This posting is provided “AS IS” with no warranties, and confers no rights.
news.microsoft.com
Oct 13, 2005, 10:29:32 AM10/13/05
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Would this issue also include users who see all
their emails being transfered to Folders on my computer from their exchange
account ?
"Rebecca Harriss [MSFT]" <rhar...@online.microsoft.com> wrote in message news:BF734AC3.52CE7%rhar...@online.microsoft.com...
rliebsch
Oct 13, 2005, 1:40:08 PM10/13/05
to
FYI:
This is not exclusive to SP2 for Entourage11. I experienced this 8
times in my office of 50 moving during and after moving from
Exchange2000 to Exchange2003.
Additionally, if the user disconnects prior to the first syncronization
is complete, the contents of every subfolder could be lost. This occurs
when connection to the network is lost rather than quitting Entourage,
i.e. Laptop users unplugging their Ethernet cable or putting their
computer to sleep.
Moral of the story: Its best to fully recreate the account after moving
the mailbox on Exchange (or between servers/versions) AND: Let the
synchronization fully complete before disconnecting/sleeping the
computer.
If you are not the Exchange Administrator, please hound and confirm
daily full message level backups. Have them test it. The potential
associated business/information loss is well worth the effort.
--
rliebsch
Robert Liebsch
Systems Psychologist, Network Sociologist, Security Criminologist
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BJ
Oct 14, 2005, 9:07:28 PM10/14/05
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I've also seen it in at least one case under 11.1.0 during our recent
bout with this issue.
bout with this issue.
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