Entourage for Mac "Sync Services has encountered a problem and needs to close"

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Article ID: 2484127 - View products that this article applies to.
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SYMPTOMS

When using Entourage 2008 for Mac or Microsoft Entourage 2004 for Mac, you may receive the following error message: 
Microsoft Sync Services has encountered a problem and needs to close. We are sorry for the inconvenience.


CAUSE

This issue can occur due to the following reasons: 
  • Sync preferences are corrupted.
  • The sync cache needs to be cleared.

RESOLUTION

Step 1: Turn off Sync Services in Preferences


To turn it off, follow these steps:

  1. Open Entourage (if Entourage does not open go to the next step).
  2. On the Entourage menu, click Preferences.
  3. Under General Preferences, click Sync Services.
  4. Clear all check boxes, and then click OK.

If the issue continues to occur, proceed to the next step.

Step 2:  Back up the Office 2008 identities folder


You will have to back up Entourage identities before you continue with the remaining steps in this article. To do this, follow these steps: 

  1. Quit all applications.
  2. On the Go menu, click Home.
  3. Open Documents, and then open Microsoft User Data.
  4. Hold down the CONTROL key, and then click Office 2008 Identities.
  5. Select Copy "Office 2008 Identities."
  6. Close all windows.
  7. Hold down the CONTROL key, click on an empty section of your desktop, and then click Paste Item.
Entourage identities is now backed up. Go to the next step to reset Microsoft Sync Services.

Step 3: Reset Microsoft Sync Services

Reset Microsoft Sync Services, and then sync iCal with Entourage. To do this, follow these steps: 
  1. Quit all applications.
  2. On the Go menu, click Home.
  3. Open Library.
    Note The Library folder is hidden in Mac OS X Lion. To display this folder, hold down the OPTION key while you click the Go menu.

  4. Open Preferences. Drag the following files to the Trash:
    • com.microsoft.entourage.syncservices.plist
    • com.microsoft.entourage.syncservices12.plist
    • OfficeSync Prefs

  5. Open Microsoft, and then open Office 2008.
  6. Drag OfficeSync Prefs to the Trash.
  7. On the Apple menu, click Restart.
  8. Open Entourage.
  9. On the Entourage menu, click Preferences.
  10. Under General Preferences, click Sync Services.
  11. Select the check boxes for the items that you want to sync, and then click OK.
Note In iCal, you should have a calendar for each category of your events. Events that are in a calendar in iCal before you synchronize with Entourage will not sync into Entourage. You have to move them to one of the Entourage calendars.

If the error continues to occur, go to the next step. 

Step 4: Clear the Sync Services Cache


To clear the Sync Services cache, follow these steps: 
  1. Turn off Sync Services in Entourage and in any other applications and for any devices that have sync enabled.
    For information about how to turn off Sync Services in Entourage, see "Step 1: Turn off Sync Services in Preferences."

  2. Quit all applications, especially those that sync through MobileME such as Transmit, Interarchy, and Yojimbo.
  3. On the Go menu, click Applications.
  4. Click Utilities, and then open Activity Monitor.
  5. In the Filter box in the upper-right corner, type sync to locate all sync services.
  6. Click a found item, and then click Quit Process.
  7. Repeat the process for all sync services that you find.
  8. Close Activity Monitor when you are done.
  9. On the Go menu, click Home.
  10. Open Library.
    Note The Library folder is hidden in Mac OS X Lion. To display this folder, hold down the OPTION key while you click the Go menu.

  11. Open Application Support, and then open SyncServices.
  12. Drag all files located in SyncServices to the Trash.
  13. Restart all applications that sync to MobileMe (such as Safari, Address Book, and iCal) and to Entourage.
  14. Turn on Sync Services in Entourage. To do this, follow these steps:
    1. Open Entourage.
    2. On the Entourage menu, click Preferences.
    3. Under General Preferences, click Sync Services.
    4. Select the check boxes for the items that you want to sync, and then click OK.
  15. (Optional) This step will permanently delete the iCal and Apple Address Book contents. Follow this step only if you want to replace all data in the system Address Book and iCal with Entourage data. To do this, follow these steps:
    1. Quit all applications.
    2. On the Go menu, click Home.
    3. Open Library.
      Note The Library folder is hidden in Mac OS X Lion. To display this folder, hold down the OPTION key while you click the Go menu.

    4. Open Calendars, and then drag Calendar Cache to the Trash.
    5. Close all windows.
    6. On the Go menu, click Home.
    7. Open Library.
      Note The Library folder is hidden in Mac OS X Lion. To display this folder, hold down the OPTION key while you click the Go menu.

    8. Open Caches, and then drag the following files to the Trash:
      • com.apple.iCal
      • com.apple.AddressBook

    9. Close all windows.
    10. On the Go menu, click Home.
    11. Open Library.
      Note The Library folder is hidden in MAC OS X Lion. To display this folder, hold down the OPTION key while you click the Go menu.

    12. Open Application Support, and then drag AddressBook to the Trash.



MORE INFORMATION

See Apple article: TS2481 for additional info. Sync Services: Advanced troubleshooting for contact and calendar syncing.

Properties

Article ID: 2484127 - Last Review: September 12, 2011 - Revision: 6.0
APPLIES TO
  • Microsoft Entourage 2008 for Mac
  • Microsoft Entourage 2004 for Mac
Keywords: 
dftsdahomeportal KB2484127

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