All calendar, contacts, and email data is missing when you start Entourage for Mac

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Article ID: 970509 - View products that this article applies to.
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SYMPTOMS

All calendar, contacts, and email data is missing when you start Entourage for Mac.

CAUSE

This problem may occur if the Microsoft User Data folder (MUD) or the identity that contains the most recent data was moved from its expected location.

Note Entourage must have the Microsoft User Data in the Documents folder. And the Documents folder must not be renamed.

RESOLUTION

Note This problem cannot be resolved if the following conditions are true:
  • The Microsoft User Data folder was moved to the Trash, and the Trash was emptied.
  • You do not have an archive or a backup of the MUD/identity/database.
  • You do not use Time Machine.

If the identity that contains the data was moved, use the method that is appropriate for your version of Mac OS X.

Method 1: 10.4.x Tiger operating system

  1. On the Desktop, click File, and then click Find.
  2. In the new Search window, click Any, and then select Others.
  3. In the box next to Others, type Database.
  4. Click Last Opened under Kind, and then select Other.
  5. A window will appear. Scroll down the list, click Visibility, and then click OK.
    Tip Visibility is the fourth item from the bottom.
  6. Make the Visibility window larger, and then scroll through the results to locate Database.
  7. As you click each database, the path of its location is displayed at the bottom of this window. You can use this information to map the location of the databases and to obtain their sizes. To do this, press Command+I as you select each database.
  8. When you work with many databases, we recommend that you locate the identity folders in which the databases are located, and then move the identities to the desktop. Then, rename these folders to avoid duplicates. This procedure will make it easier to move the identities into the Microsoft User Data folder to determine which identities contain the missing data. Generally, the largest identity/database has the most recent data.
  9. After you find the correct identity, follow these steps:
    1. Open the Main Identity folder that is located in one of the following locations, and then rename it as Main Identity Old:
      HD/Users/User_name/Documents/Microsoft User Data/Office 2004 Identities
      HD/Users/User_name/Documents/Microsoft User Data/Office 2008 Identities
    2. Move the identity or the identities that you collected on the desktop to the appropriate location:
      HD/Users/User_name/Documents/Microsoft User Data/Office 2004 Identities
      HD/Users/User_name/Documents/Microsoft User Data/Office 2008 Identities
  10. Start Entourage. Switch to the relevant identity (one at a time if more than one was found) to confirm that all the data was recovered.

Method 2: Leopard or 10.6.x Snow Leopard operating system

  1. On the Desktop, click File, and then click Find. Or, press Command+F.
  2. In the new Search window, select Other from the Type drop-down list.
  3. In the text box next to Other, type Database.
  4. Click the plus-sign (+) at the end of the row where you typed Database.
  5. In the Search criteria drop-down list, click Last Opened Date, and then select this week from the Search Period drop-down list.
  6. Scroll through the results to locate files that have the name "Database" and that have "Microsoft Entourage Database" in the Kind column.
  7. As you click each database, the path of its location is displayed in the window's status bar. You can use this information to map the location of all databases and obtain their sizes. To do this, press Command+I as you select each database.
  8. When you work with many databases, we recommend that you locate the identity folders in which the databases are located. Then, move the identities to the Desktop. Next, rename these folders to avoid duplicates. This process will make it easier to move the identities into the Microsoft User Data folder to determine which identities contain the missing data. Generally, the largest identity/database has the most recent data.
  9. After you have found the correct identity, follow these steps:
    1. Open the Main Identity folder that is located in one of the following locations, and then rename it as Main Identity Old:
      HD/Users/User_name/Documents/Microsoft User Data/Office 2004 Identities
      HD/Users/User_name/Documents/Microsoft User Data/Office 2008 Identities
    2. Move the identity or the identities that you collected on the desktop into their appropriate location:
      HD/Users/User_name/Documents/Microsoft User Data/Office 2004 Identities/Main Identity
      HD/Users/User_name/Documents/Microsoft User Data/Office 2008 Identities/Main Identity
  10. Start Entourage, and then switch to the identity (one at a time if more than one was found) to confirm that all the data was found.

Properties

Article ID: 970509 - Last Review: February 25, 2011 - Revision: 16.0
APPLIES TO
  • Microsoft Entourage 2008 for Mac
  • Microsoft Entourage 2004 for Mac
Keywords: 
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