"Entourage encountered a problem and needs to close" error message when you start Entourage 2008 for Mac

Article translations Article translations
Article ID: 2505018 - View products that this article applies to.
Expand all | Collapse all

On This Page

SYMPTOMS

When you start Entourage 2008 for Mac, you receive the following error message:
Microsoft Entourage has encountered a problem and needs to close. We are sorry for the inconvenience.

RESOLUTION

To resolve this problem, follow these steps.

Step 1: Verify Entourage application location

Entourage must be installed in the following folder:
<hard disk drive>\Applications\Microsoft Office 2008
If the program was moved, it will not start, or it will generate the error message that is mentioned in the "Symptoms" section. To locate Entourage on your computer, follow these steps:
  1. Quit all running applications.
  2. On the File menu, click Find.
  3. Click Any next to Kind, and then click Application.
  4. In the spotlight plug-in field in the search window, type Entourage. Note the location of the file. If Entourage is not located in the <hard disk drive>\Macintosh HD\Application\Microsoft Office 2008 folder, drag the Entourage icon to Desktop. If the program is located in the correct folder, go to the next step.
  5. Move Entourage on your desktop to: <hard disk drive>\Macintosh HD\Applications\Microsoft Office 2008. To do this, follow these steps:
    1. Quit all applications.
    2. On the Go menu, click Computer.
    3. Open your <hard disk drive>. For example, open Macintosh HD.
    4. Open the Applications folder.
    5. Open the Microsoft Office 2008 folder.
    6. Drag the Entourage icon from the desktop to the Microsoft Office 2008 folder.
  6. Start Entourage.

Collapse this imageExpand this image
2505057


If Entourage is already located in the <hard disk drive>\Applications\Microsoft Office 2008 folder, or if moving Entourage to this folder does not resolve the issue, go to the next step.

Step 2: Remove the Entourage preferences

To restore the preferences file for Entourage to its default settings, follow these steps:
  1. Quit all Microsoft Office 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 the Preferences folder.
  5. Look for the following files:
    • com.microsoft.entourage.plist
    • com.microsoft.entourage.database_daemon.plist
    • com.microsoft.entourage.database_utility.plist
    • com.microsoft.entourage.office_reminders.plist
    • com.microsoft.entourage.syncservices12.plist
  6. Move any of these files that you find to the desktop. If you do not find these files, this means that the program is not using any information that differs from the default preferences.
  7. Test Microsoft Entourage. If the problem still occurs, quit Microsoft Entourage. Return the files to their original location, and then continue to follow the steps. If the problem seems to be resolved, return the files one at a time to the folder. Test Entourage after you move each file. Then, quit and restart Entourage before you move the next file. If you isolate the file that is causing the problem, move that file to the trash.
  8. Quit all Microsoft Office applications.
  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 the Preferences folder.
  12. Open the Microsoft Folder.
  13. Look for the file com.microsoft.Entourage.prefs.plist. Then, do one of the following:
    • If you find the file, move it to the desktop. If you do not find the file, this means that the program is not using any information that differs from the default set of preferences.
    • If you move a file to the desktop, test Microsoft Entourage. If the problem still occurs,quit Microsoft Entourage, return the file to its original location, and then continue to follow the steps. If the problem seems to be resolved, you can move the file to the trash.
  14. Quit all Microsoft Office applications.
  15. On the Go menu, click Home.
  16. 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.
  17. Open the Preferences folder.
  18. Open the Microsoft Folder.
  19. Open the Office 2008 folder.
  20. Look for the following files:
    • Entourage Preferences
    • Office Sync Prefs
  21. If you find any of these files, move them to the desktop. If you do not find these files, this means that the program is not using any information that differs from the default preference.
  22. Test Microsoft Entourage. If the problem still occurs, quit Microsoft Entourage. Return the files to their original location, and then continue to follow the steps. If the problem seems to be resolved, return the files one at a time to the folder. Test Entourage after you move each file. Then, quit and restart Entourage before you move the next file. If you isolate the file that is causing the problem, move that file to the trash.

Step 3: Disconnect from the network

Disconnect from the network in the operating system, and the run Entourage to make sure that you do not receive any corrupted messages. To do this, follow these steps:
  1. On the Apple menu, click System Preferences.
  2. On the View menu, click Network.

    Notes
    • The value for Status should be Off or Not Connected.
    • If you are using a wireless connection, click the Turn Airport Off button.
If this step does not resolve the problem, go to the next step.

Step 4: Rename the Microsoft User Data folder

To rename Microsoft User Data folder, follow these steps:
  1. Quit all applications.
  2. On the Go menu, click Documents.
  3. Click the Microsoft User Data folder, and then press Return (Enter)
  4. Press the Down arrow to move the cursor to the end of the Microsoft User Data folder name, type OLD, and then press Return (Enter).
  5. Restart your computer.
  6. Start Entourage.
Notes
  • If the program starts, there is an issue that affects the Microsoft User Data folder. In this case, delete the newly created Microsoft User data folder, and rename the Microsoft User Data OLD folder to Microsoft User Data. Then, you must back up and rebuild the identity. To do this, follow the steps in the following Microsoft Knowledge Base article:

    2360509 Rebuild the identity database to resolve problems in Outlook for Mac 2011
  • If the program does not start by using the newly created Microsoft User Data folder, delete the Microsoft User Data folder, rename the Microsoft User Data OLD folder to Microsoft User Data, and then go to the next step.
 

Step 5: Use a different Mac user account to test Entourage

Sometimes, a specific user's information may become corrupted. To determine whether this is the case, you can sign in as a different user or create a new user account, and then test the application. For more information about how to create a new user account, click the following article number to view the article in the Microsoft Knowledge Base:

2439218 Testing your user account to troubleshoot Office for Mac applications

If the program does not start by using the new Mac user account, remove and then reinstall the program. For more information about how to reinstall the program, click the following article number to view the article in the Microsoft Knowledge Base:

2500821 Manually remove Office 2008 for Mac completely from your computer

Properties

Article ID: 2505018 - Last Review: February 15, 2012 - Revision: 13.0
APPLIES TO
  • Microsoft Entourage 2008 for Mac
Keywords: 
dftsdahomeportal KB2505018

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com