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TICKET ARCHIVE -> microsoft entourage

bcos06 - Oct 12, 2006 - 1:23 am

Help.
I've just reinstalled microsoft office because I'm trying to resolve font corruption problems but now it won't let me use entourage. It says 'This identity cannot be opened with this version of entourage'. What do I do.

powermac - Oct 12, 2006 - 2:13 am

I am Carl, and I am going to try to help you with this problem.

How did you uninstall Office, did you drag the folder to the trash or use the the Uninstall program on the install CD/DVD?

You can try this first:
Here is a link from M$ about how to rebuilt the data base:
http://support.microsoft.com/kb/268322

Basically, you hold down the option key while starting Entourage. You will see the explanations on the page. Try this and see if that works.

Report back and let me know if it did not. Our next step would included trashing the Entourage Plist files, that are on your system. Frequently, these can be found using Spotlight with Tiger.

bcos06 - Oct 12, 2006 - 3:38 am

Thanks. I tried that but I got the same message.

powermac - Oct 12, 2006 - 3:46 am

Okay,
The next step is to trash the Entourage Plist files. You can locate them by using Spotlight.
Type: entourage plist
You should find: com.microsoft.Entourage.Pref.plist
/Users/Yourname/Library/Preferences/Microsoft
Trash this files awhile Entourage is closed.

You will also find another plist file located in /Users/Yourname/Library/Preferences
Trash this file as well.
Restart Entourage and let me know how that has worked.

Our next step, if this is not successfully is to totally Uninstall Office from your Mac. Of course you will be responsible to back-up any files you need.

Let me know.

bcos06 - Oct 12, 2006 - 4:14 am

I can't find an entourage plist and I've already completely reinstalled office.

bcos06 - Oct 12, 2006 - 11:28 pm

Hi, any ideas about this problem??

powermac - Oct 13, 2006 - 2:37 am

Lets review where we are?
Did you navigate your to the directories I mentioned:

/Users/Yourname/Library/Preferences/Microsoft

Yourname is these lines, means the user name you set. For example, mine is:
/Users/cjm/Library/Preferences/Microsoft

bcos06 - Oct 13, 2006 - 2:59 am

I went to users/myname/library/preferences/microsoft

but there is no com.microsoft.entourage.pref.plist

powermac - Oct 13, 2006 - 3:34 am

You have uploaded the latest version of Office correct ?

If you did not, do so now. If you have, then in your document folder, you will see a folder named "Microsoft User Data". Inside of that folder you will another labeled Office 2004 Identities. You can either temporarily label this something else for save keeping, or if your a bit more risky, trash it all together.
Please be advised that if you trash it, you will have to set-up Entourage as if you were using it for the first time.

Let me know how you make out!!!!

bcos06 - Oct 13, 2006 - 4:33 am

If I trash office 2004 identities can I reload my database and emails from the backed up retitled folder?

powermac - Oct 13, 2006 - 4:55 am

I believe you can. That is why you are renaming it. Then you will be able to add specific items to the newly created folder. Please be advised of the risk of losing data, including emails.

bcos06 - Oct 13, 2006 - 5:13 am

Ok I've trashed the folder and started up entoyage. It's giving me a set up assistant dialogue box.

powermac - Oct 13, 2006 - 4:30 pm

Cool, sounds like you fixed it. Good Luck. I will now close the ticket. And thanxs for using MACOSX.com tech support.....