You cannot open shared folders on an Exchange server in Entourage 2004 for Mac

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SYMPTOMS

When you try to open a shared folder to which you have delegate access in Microsoft Entourage 2004 for Mac, you experience one of the following symptoms:
  • You receive the following error message:
    "The user's folder could not be found. Entourage could not find a mailbox for the user Display_Name"
  • Entourage 2004 for Mac tries to download the shared folder contents, but nothing appears.

CAUSE

This issue occurs if the e-mail address that you used to open the shared folder does not match the primary e-mail address for the user who owns the shared folder.

Additionally, you will experience this issue if the following conditions are true:
  • You are using short domain names in your environment. That is, you are using a subset of the main underlying Windows domain name in the default SMTP address.
  • The SMTP users e-mail aliases are not identical to their Exchange mailbox aliases.

WORKAROUND

To work around this issue, use one of the following methods.

Use the primary e-mail address to open the shared folder

  1. Click File, and then click Open Other User's Folder.
  2. Click Find user.
  3. Type the full user name and address, click Find, click the user name, and then click OK.
  4. If you have multiple Microsoft Exchange accounts, click the account that you want to use to open the other user's folder on the Account menu.
  5. On the Type menu, click Inbox, and then click OK.

Use the full URL to open the shared folder

  1. Click File, and then click Open Other User's Folder.
  2. Click Find user.
  3. Click Advanced.
  4. Type the full URL to the user's account and Exchange server, and then click OK.
  5. On the Type menu, click Inbox, and then click OK.

Add a secondary SMTP address

If users have more than one e-mail alias, you can add a secondary SMTP address to the user objects in the Active Directory service that includes this alias. If the server has different domain names, add different combinations of user addresses and domain names.

For example, all users have a primary SMTP alias, User_alias_1, and a primary domain, domain_name_1. All users also have a secondary SMTP alias, User_alias_2, and a secondary domain name, domain_name_2. To prevent confusion over the multiple user e-mail addresses, in addition to the primary address of User_alias_1@domain_name_1 and the secondary address of User_alias_2@domain_name_2, add the following secondary addresses:
  • User_alias_1@domain_name_2
  • User_alias_2@domain_name_1

MORE INFORMATION

We recommend that you use identical Microsoft Windows user names and Exchange mailbox aliases. Additionally, we recommend that the user e-mail aliases for the default SMTP address match the Exchange mailbox aliases. Use the full domain name of the underlying main Windows domain as the domain name of the SMTP addresses. By following this approach, you will not experience any name resolution and authentication issues when you work with MAPI clients such as Microsoft Outlook. This approach will also prevent these issues when you work with WebDAV clients such as Microsoft Office Outlook Web Access and Microsoft Entourage.

Entourage uses the Outlook Web Access infrastructure to facilitate access to the Exchange server when you open shared resources such as mailboxes or folders inside mailboxes. Entourage uses the default SMTP address to find a resource that is working with Active Directory attributes for a user object. A fully qualified domain name is required for correct permission authentication at the Active Directory level.

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Article ID: 924608 - Last Review: October 6, 2011 - Revision: 2.0
APPLIES TO
  • Microsoft Entourage 2004 for Mac
Keywords: 
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