After an Exchange Server mailbox is moved to a different storage group, messages in Entourage 2004 for Mac are deleted when Entourage 2004 for Mac first tries to synchronize with the moved mailbox

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Article ID: 909574 - View products that this article applies to.
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SYMPTOMS

Microsoft has confirmed that there is a problem in Microsoft Office 2004 for Mac Service Pack 2 (11.2.0) that could cause data loss. This data loss might occur when Microsoft Entourage 2004 for Mac tries to synchronize with a Microsoft Exchange Server mailbox that was moved to a different storage group on the server that is running Exchange Server. This problem only affects versions of Entourage 2004 that have been updated with Office 2004 for Mac Service Pack 2 before a mailbox move.

RESOLUTION

To resolve this problem, obtain Microsoft Office 2004 for Mac 11.2.1 Update. To obtain this update, visit the following Microsoft Mactopia Web site:
http://www.microsoft.com/mac/download
System administrators typically perform mailbox moves as part of Exchange Server administration and storage management. If this update is not installed, folders might appear to be duplicated. Additionally, messages, events, and contacts might be deleted the first time that Entourage 2004 tries to synchronize with the moved mailbox.

Important
If you notice that your mailbox contains duplicate folders or is missing messages, events, or contacts, your mailbox might be affected. Stop using Entourage 2004 immediately. Then, follow the steps in the "Workaround" section to correctly address this problem. Contact the system administrator if you need any assistance.

If the Exchange Server mailbox has not been moved, install Office 2004 for Mac 11.2.1 Update from the Web site that is mentioned earlier in this section. No additional action is required.

WORKAROUND

If the Exchange Server mailbox has been moved, or if you have experienced folder duplication and data loss, follow these steps:
  1. Quit Entourage 2004 immediately.
  2. Download and install Office 2004 for Mac 11.2.1 Update from the Web site that is mentioned in the "Resolution" section. Do not start Entourage 2004.
  3. Disconnect from the network.
  4. Start Entourage 2004. Then, delete all Exchange Server accounts. To do this, follow these steps:
    1. On the Tools menu, click Accounts, and then click the Exchange tab.
    2. Click an Exchange Server account, and then click Delete. Click Delete again to confirm the deletion.
    3. Repeat steps 4a and 4b for the remaining Exchange Server accounts.
  5. Quit Entourage 2004, and then reconnect to the network.
  6. Start Entourage 2004. Then, add the Exchange Server accounts. To do this, follow these steps:
    1. On the Tools menu, click Accounts, and then click the Exchange tab.
    2. Click New, and then specify the settings that you want for the account.
    3. Repeat steps 4a and 4b for the remaining Exchange Server accounts that you want to add.
Important Installing Office 2004 for Mac 11.2.1 Update does not recover lost data. However, installing Office 2004 for Mac 11.2.1 Update prevents additional data loss if the Exchange Server mailbox is moved. To try to recover lost data, follow these steps:
  1. Log on to the Exchange Server mailbox by accessing Outlook Web Access through a browser on your Macintosh computer. Then, click Options on the navigation bar and scroll down to Recover Deleted Items. For more help, contact the Exchange Server system administrator.
  2. If the method in step 1 does not recover your mailbox data, contact the Exchange Server system administrator to restore your mailbox from an existing backup. You can obtain additional guidance for system administrators from Microsoft Product Support Services. For contact information, visit the following Microsoft Web site:
    http://www.microsoft.com/mac/support

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Article ID: 909574 - Last Review: October 6, 2011 - Revision: 4.0
APPLIES TO
  • Microsoft Entourage 2004 for Mac
Keywords: 
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