Article ID: 2500153 - View products that this article applies to.
When you start or use Entourage for Mac, the program stops responding (hangs) and you see a spinning wheel.
To resolve this problem, follow these steps:
Step 1: Use the Shift keyHold down the SHIFT key, and then double-click the Entourage icon to start the program. After Entourage starts, clear all messages from the Outbox.
Note Holding down the SHIFT key when you start Entourage prevents the program from trying to send or receive messages when it starts. If this did not resolve the issue, go to the next step.
Step 2: Reset the Entourage preferencesRestore the Entourage preferences file to its default settings. To do this, follow the steps for the version of Entourage that you use.
Note This action removes any customizations within Entourage that you have set, such as customized toolbars.
Remove top-level preference filesRemove the Entourage preference files from the Preference folder. To do this, follow these steps:
Step 3: Rename the Microsoft User Data folderRename the Microsoft User Data folder to Microsoft User Data_Old, and then test the program to verify that it is working. To do this, follow these steps:
(http://support.microsoft.com/kb/268322)How to rebuild your identity database in Entourage 2008 for Mac and Entourage for Mac 2004 to resolve most problems
If Entourage did not launch, create a new user account, and then start Entourage by using the new account.
Sometimes, specific user information is corrupted. This problem can prevent a program from installing, starting, or running correctly. To determine whether this is the case, you can log on as a new user or create a new user account, and then test the program. 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:
(http://support.microsoft.com/kb/2439218)Testing your user account to troubleshoot Office for Mac applications
If Entourage starts when you use the new account, try to start the computer in safe mode to see whether any third-party fonts or programs are running that might be preventing Entourage from starting.
For information about how to restart the computer in safe mode, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/2398596)Perform a clean startup (Safe boot) to determine whether background programs are interfering with Office for Mac
If Entourage does not start when you use the new account, remove the Microsoft Office suite from the computer, reinstall the suite, and then apply all available updates for your version of Office. For more information about how to remove Office, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/2500821)Manually remove Office 2008 for Mac completely from your computer
Article ID: 2500153 - Last Review: November 28, 2011 - Revision: 11.0