Error message: "The application Entourage has unexpectedly quit. The operating system and other applications have not been affected" when you use Entourage 2008 for Mac

Article translations Article translations
Article ID: 2505130 - View products that this article applies to.
Expand all | Collapse all

On This Page

SYMPTOMS

You may receive the following error message when you use Entourage 2008 for Mac:
The application Entourage has unexpectedly quit. The operating system and other applications have not been affected. Do you want to send a report to Apple?"

RESOLUTION

To resolve this problem, follow these steps.

Step 1: Verify Entourage installation location

The Entourage program must be installed in the Macintosh hard disk drive\Applications\Microsoft Office 2008 folder. If it was moved, the program will not start or generate an error message. To locate the Entourage installation folder, follow these steps:
  1. Quit all running applications.
  2. On the File menu, click Find.
  3. In the Any list, select Application.
  4. In the Search for box, type Entourage.
  5. In the Search Results list, click Microsoft Entourage.
  6. Note the location of the program in the status bar of the Searching "This Mac" window.
  7. If Entourage is not located in hard disk drive\Application\Microsoft Office 2008 folder, drag the Entourage icon to the desktop. If Entourage is already in the Office 2008 folder, go to Step 2: Remove Entourage Preferences.
  8. Move the Entourage icon to the hard disk drive\Applications\Microsoft Office 2008 folder. To do this, follow these steps:
    1. Quit all applications.
    2. On the Go menu, click Applications.
    3. Open the Microsoft Office 2008 folder.
    4. Drag the Entourage from the desktop to the Microsoft Office 2008 folder.
    5. Start Entourage.
If Entourage is already located in the hard disk drive\Applications\Microsoft Office 2008 folder, or if moving Entourage to this folder did not resolve the problem, go to the next step.

Step 2: Remove Entourage preferences

Restore the program preferences file to its default settings. To do this, follow these steps:

Remove Top-level preference files

Remove the Entourage prefence files from the Prefence folder. To do this, 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. In the Preferences folder, Look for the following files:
    • com.microsoft.entourage.database_daemon.plist
    • com.microsoft.entourage.database_utility.plist
    • com.microsoft.entourage.office_reminders.plist
    • com.microsoft.entourage.plist
    • com.microsoft.entourage.syncservices12.plist
  6. Move any of the listed files that you find to the desktop.

    Note If you do not find any of these files, this means that the program does not use any information that differs from the default preferences. In this case, go to "Remove Microsoft preference files."
  7. Test Microsoft Entourage. If the problem is resolved, follow these steps:
    1. Quit Entourage.
    2. Drag one preference file from the Desktop to the Preferences folder.
    3. Start and test Microsoft Entourage again.
    4. If the problem does not occur, repeat steps 6a through 6c for another preference file. If the problem does occur, move the last preference file that you moved to the trash. Repeat these steps for any remaining preference files to make sure that none cause the problem.
If the problem still occurs, follow the next set of steps.

Remove Entourage preferences files

Remove the Entourage prefences files from the Microsoft prefence folder. To do this, follow these steps:
  1. In the Preferences folder, open the Microsoft folder.
  2. Look for the following preference file:

    com.microsoft.Entourage.prefs.plist
  3. If you find this file, move it to the desktop. If you do not find this file, this means that the program does not use any information that differs from the default set of preferences. In this case, go to "Remove Office 2008 preference files."
  4. Test Microsoft Entourage. If the issue is resolved, move the preference file into the Trash.
If the issue still occurs, follow the next set of steps.

Remove Office 2008 preference files

Remove the Entourage prefence files from the Office 2008 prefence folder. Follow these steps:
  1. In the Microsoft folder, locate the Preferences folder. In that folder, locate the Office 2008 folder.
  2. Look for the following files:
    • Entourage Preferences
    • Office Sync Prefs
  3. Move all the files that you find to the desktop. If you do not find these files, this means that the program does not use any information that differs from the default preferences. In this case, go to "Step 3: Disconnet from the Internet or network."
  4. Test Microsoft Entourage. If the problem is resolved, follow these steps:
    1. Quit Entourage.
    2. Drag one preference file from the Desktop to the Office 2008 folder.
    3. Start and test Microsoft Entourage.
    4. If the problem does not occur, repeat steps a to c for another preference file. If the problem does occur, move the last preference file that you moved to the trash. Repeat these steps for any remaining preference files to make sure that none cause the problem.
If the problem still occurs, go to the next step.

Step 3: Disconnect from the Internet or from the network

This problem can occur if Entourage is trying to download a corrupted message from your email provider. To test this, you must disconnect from the Internet or from your local network, and check whether Entourage functions as expected. To do this, follow these steps:
  1. Follow the steps for your network connection method.

    AirPort
    1. On the Apple menu, click System Preferences.
    2. Under the Internet & Wireless area of the System Prefences window, click Network.
    3. Click Turn AirPort Off.
    4. Quit System Preferences.
    5. Test Entourage.
    6. On the Apple menu, click System Preferences.
    7. Under the Internet & Wireless area of the System Prefences window, click Network.
    8. Click Turn AirPort On.
    9. Quit System Preferences.
    Ethernet:
    1. On the Apple menu, click System Preferences.
    2. Under the Internet & Wireless area of the System Prefences window, click Network.
    3. Note the Ethernet settings for your network connection.
    4. Quit System Preferences.
    5. On the Apple menu, click Shut Down.
    6. Unplug the Ethernet cable from the Ethernet port on the back of the computer, and then restart the computer.
    7. Test Entourage.
    8. Quit Entourage.
    9. On the Apple menu, click Shut Down.
    10. Plug the Ethernet cable into the Ethernet port on the back of the computer, and then restart the computer.
    11. On the Apple menu, click System Preferences.
    12. Under the Internet & Wireless area of the System Prefences window, click Network.
    13. Make sure that the Ethernet settings match the settings that you noted in step 1c.
  2. If Entourage functions as expected, contact your email provider to delete the corrupted email messages that are causing the problem
If this step did not resolve the issue, 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. Select the Microsoft User Data folder, and then click Get Info on the File menu.
  4. Expand Name & Extension.
  5. Add the word Old to end of the Microsoft User Data folder name, and then press Enter.
  6. Restart your computer.
  7. Start Entourage.
If Entourage functions as expected, then an issue affects the Microsoft User Data folder. Drag the newly created Microsoft User data folder to the trash, and then rename the Microsoft User Data OLD folder to Microsoft User Data.

Next, you must back up and rebuild the identity. To do these, follow the steps in the following Knowledge Base article:
2360509 Rebuild the Outlook for Mac 2011 database to resolve problems
If Entourage does not function as expected, drag the newly created Microsoft User Data folder to the trash and rename the Microsoft User Data OLD folder to Microsoft User Data. Then, go to the next step.

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

Sometimes, a specific user's information becomes 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 in the new Mac user account, remove and then reinstall program by following the steps in the following Microsoft Knowledge Base article:
2500821 Manually remove Office 2008 for Mac completely from your computer

2398768 How to completely remove Office for Mac 2011

Properties

Article ID: 2505130 - Last Review: September 1, 2011 - Revision: 8.0
APPLIES TO
  • Microsoft Entourage 2008 for Mac
Keywords: 
dftsdahomeportal KB2505130

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