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MacTechTrainer
MacTechTrainer, Sr. Mac Support Specialist
Category: Mac
Satisfied Customers: 1699
Experience:  Apple Certified Desktop & Portables Technician, A+, Cross-Platform (Mac/PC) Tech - for over 14 Years
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The past 12 hours Ive not been able to download any emails

Customer Question

The past 12 hours I've not been able to download any emails with my entourage. Sending emails is no problem. I use a Mac OS X 10.6.8 I get an error 16999 notice
Submitted: 1 year ago.
Category: Mac
Expert:  MacTechTrainer replied 1 year ago.

MacTechTrainer :

Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.

Customer:

hello Terry

MacTechTrainer :

May I ask what email service you are using in Entourage? (i.e. Gmail, AOL, AT&T, Comcast, etc)

MacTechTrainer :

Hello:)

MacTechTrainer :

glad to be of service for you today

Customer:

yahoo

Customer:

my email address isXXX@XXXXXX.XXX

MacTechTrainer :

Thanks

MacTechTrainer :

and no need to place your email in this session; It only appears as "X"s on my side to block your email for your privacy

MacTechTrainer :

But knowing that you are using Yahoo is sufficient

MacTechTrainer :

As a professional Mac technician, I like to take more of a personable, personal approach, toward helping any valued JustAnswer.com customers, I am fortunate to assist.
On that note, may I start by asking your first name?

Customer:

Jim

MacTechTrainer :

Thanks Jim, I look forward to helping you resolve this issue.

MacTechTrainer :

Now in regards XXXXX XXXXX yahoo.com email, have you tried checking your Yahoo email account outside Entourage

MacTechTrainer :

using a web browser like Safari or Firefox?

Customer:

no

Customer:

but i can

MacTechTrainer :

I am asking only because I want to make sure you are still receiving emails, updated emails that is from a webmail version of your Yahoo email and can send test emails to make sure the sending and receiving work fine for that account

MacTechTrainer :

if you would Jim, that would be great

MacTechTrainer :

This is always a good step to initially try when working to resolve an entourage issue

Customer:

I'm at my yahoo site right now and see a number of emails there

MacTechTrainer :

with more recent dates and times than 12 hours ago?

Customer:

my entourage tells me that I have about 40 emails to download

Customer:

yes, starting last night around 6:00

MacTechTrainer :

Now how about the Yahoo webmail, are the emails in the webmail version, more current or do those emails have the same time stamps the same as those 40 emails in Entourage?

Customer:

the last email I received was on sunday afternoon at 3:45

Customer:

the last email I received was on sunday afternoon at 3:47

MacTechTrainer :

Ok and that is within the Yahoo webmail through your browser you are seeing this, correct?

Customer:

oops sorry, I did not see your reply

MacTechTrainer :

no worries :)

Customer:

my entourage just tells me how many email need downloading... I can't see dates, etc...

MacTechTrainer :

Ok let's try this

MacTechTrainer :

go ahead and quit Entourage

Customer:

yesd I'm looking at my yahoo site and checking email

Customer:

entourage is quit

MacTechTrainer :

Good, update me as far the most recent times for your newest emails you see on the Yahoo sit

MacTechTrainer :

"site" (sorry)

Customer:

the newest email at yahool site is Tuesday 4/2 at 12:47 pm

Customer:

I can also check my email on my iPhone

Customer:

just got an iphone email at 2:32 pm

MacTechTrainer :

You are good Jim, thank you, XXXXX XXXXX what I needed to know

MacTechTrainer :

With Entourage now closed, what I want you to do,

MacTechTrainer :

is hold down the Option (or Alt) key located on the left side of your keyboard

MacTechTrainer :

then I want you to click on Entourage to launch it

Customer:

control on my keyboard

MacTechTrainer :

holding that key down

MacTechTrainer :

no, it would be Option or Alt, depending on the keyboard type you have

MacTechTrainer :

to be exact it is the second button located to the left of your spacebar

Customer:

oops i lost you for aminute panic

Customer:

when I did this I got a database utility window

MacTechTrainer :

That is what we need to see

Customer:

option key on my keybrd

MacTechTrainer :

correct

MacTechTrainer :

now what I want you to do is select Rebuild database

MacTechTrainer :

and click Continue.

Customer:

am I going to loose any pertinent info

MacTechTrainer :

this is going to repair your database so we can get those emails working again

MacTechTrainer :

no not at all

MacTechTrainer :

this is strictly a repair function that Microsoft has built into Entourage for issues like this

Customer:

I hyave 4 options in the window none of which is rebuild database

Customer:

oops I see it below

MacTechTrainer :

:-)

Customer:

got it checked

MacTechTrainer :

I just had to wait for you - I knew you would find it

MacTechTrainer :

Ok now click the Continue button

Customer:

done and progress is occurring'

MacTechTrainer :

Ok. Let me know once it is completed

Customer:

finished

MacTechTrainer :

Great

MacTechTrainer :

now go ahead and and quit out of the Database utility

MacTechTrainer :

and then relaunch Entourage

Customer:

open

MacTechTrainer :

Ok check your email and see if those emails have begun downloading

Customer:

got the error message again

Customer:

have 48 incoming emails waiting

MacTechTrainer :

Ok if you would Jim (and thanks for your patience) I need just about 3-4 minutes in order to assist you on this case, I am looking into this matter further for you

Customer:

I'll be right back.... down the hall and back

Customer:

Terry- is all well?

MacTechTrainer :

Yes Jim and thanks for your patience once again

MacTechTrainer :

what I found as a way to resolve this,

MacTechTrainer :

requires you removing your current yahoo account and then re-adding it, back into Entourage

Customer:

i'll need assistance

MacTechTrainer :

what this will presumably do is reopen the communication between the Yahoo mail servers and your Entourage application

MacTechTrainer :

no worries sir, I will be there every step of the way

Customer:

just a heads up- I have a 4:15 appointment

MacTechTrainer :

the good thing is all of your emails from Entourage, you have already verified that those active emails there

MacTechTrainer :

what is your time where you are now?

Customer:

3:19

MacTechTrainer :

I am in California- Pacific Standard Time

MacTechTrainer :

Ok we should be done by then

Customer:

we hve 45 minutes before I need to leave

MacTechTrainer :

I will key and eye on the time

MacTechTrainer :

before we do this, please make sure to bookmark this session page in your web browser so if we get too close to your appointed time (4:15) then we can table this session for now and start again later or tomorrow

MacTechTrainer :

hopefully, we won't have to do that

Customer:

done

MacTechTrainer :

Ok what you need to do, is click on the Entourage name, located at the top left corner of your screen, near the Apple menu icon and select Account Settings

MacTechTrainer :

from the drop down menu

Customer:

done

MacTechTrainer :

Ok now you should see a small window which shows the username of your Yahoo email. See that ok?

Customer:

yes

MacTechTrainer :

Ok now before we process a deletion of your email, I just need to be sure-

MacTechTrainer :

do you still know the password XXXXX this Yahoo email for example?

Customer:

yes

MacTechTrainer :

Good

Customer:

it got me in awhile ago

MacTechTrainer :

ok, now in regards XXXXX XXXXX process, you can go ahead and remove your email now

MacTechTrainer :

by clicking the Red Delete button

Customer:

just delete the yahoo (POP)

MacTechTrainer :

and acknowledge that (Yes) message asking you to delete

Customer:

done

MacTechTrainer :

Ok now click on New

Customer:

ok

MacTechTrainer :

and type in your email address in the Setup Email account window that pops up

Customer:

done

Customer:

account name is untitled

MacTechTrainer :

Where do you see untitled if I may ask Jim?

Customer:

in box by account name at top

MacTechTrainer :

Ok in that case, feel free to name it whatever name you want it to be

Customer:

how about YAHOO

Customer:

done

MacTechTrainer :

This is just a way Entourage is helping you identify your email

MacTechTrainer :

Haa haa, that is good and simple!

MacTechTrainer :

I like it!

Customer:

me too

Customer:

iut is a POP account - rigght?

MacTechTrainer :

Correct

Customer:

can we finish in 15 minutes

MacTechTrainer :

We are about 5 minutes or so away

MacTechTrainer :

just adding your email back into Entourage

Customer:

k

MacTechTrainer :

what do you see now-

MacTechTrainer :

Need to just get an idea where you are now

MacTechTrainer :

in this setup view

Customer:

i just put in mu email address the rest is blank

MacTechTrainer :

Are you still on the page where you entered your email address already?

MacTechTrainer :

or are you on the next page?

Customer:

yes

Customer:

1st page

Customer:

nothing in sending emal or receiving email blanks

MacTechTrainer :

Do you see Incoming mail server:

MacTechTrainer :

and Outgoing mail server?

Customer:

do not see those specific servers on Receiving mail and later on down the page sending email

Customer:

incoming and receiving are likely the samel... huh

MacTechTrainer :

Yes

Customer:

need account ID, POOP server and PW

MacTechTrainer :

Outgoing and sending are also the same

MacTechTrainer :

correct

Customer:

oops not poop hummm...

MacTechTrainer :

but I want you to see this

MacTechTrainer :

haa haa, I understand Jim

MacTechTrainer :

Here are a few screen shots so you can see what I see

Customer:

gotcha

MacTechTrainer :

Moving faster for you

Customer:

do not see screen shots

MacTechTrainer :

Full Size Image

MacTechTrainer :

coming

Customer:

got it

MacTechTrainer :

Full Size Image

MacTechTrainer :

That is the second screen you should now be at, after you enter your Yahoo email address on the first page

Customer:

that is not what I see on my edit account window

MacTechTrainer :

are you using Entourage from Microsoft Office for Mac 2004 or the 2008 version Jim?

MacTechTrainer :

that could make a difference

Customer:

not sure and can't get into my about entourage option

Customer:

i imagine I 2008

MacTechTrainer :

Great

MacTechTrainer :

well I am not going to delay you, because I know you have to go within 17 minutes

MacTechTrainer :

here is a simple article on how to add a Yahoo account to Entourage

Customer:

i actually have aXXXXXto my appt

MacTechTrainer :

so you can follow the steps with graphical images

MacTechTrainer :

no worries, I still want to provide this to you, just in case, so you can see the examples, is all

Customer:

got it

MacTechTrainer :

Sorry this article is not with the graphical images I wanted you to see. It is one of my better articles that I use however

Customer:

do I need to save and exit

MacTechTrainer :

but not the one with the pictures

MacTechTrainer :

Yes and now that you are bookmarked

MacTechTrainer :

you can come back to this session when you return

Customer:

ok

Customer:

will I be able to contact you later

MacTechTrainer :

and post another reply- that will alert me that you are back online and seeking to continue with me

Customer:

gotcha !!

MacTechTrainer :

Oh yes

Customer:

later......

MacTechTrainer :

Pleasure assisting you thus far Jim

MacTechTrainer :

looking forward to assisting you later

Customer:

?Terry are you there

Customer:

Be back later....

Customer:

I'm back...

Customer:

TO SLEEP I GO ..... zzzzzzzzzzzz

MacTechTrainer :

Hi Jim!

MacTechTrainer :

Just coming online

MacTechTrainer :

are you available now?

MacTechTrainer :

No worries- when you are back on, just post a reply to this session and I will be alerted again

MacTechTrainer :

to come back online

MacTechTrainer :

Thanks sir, I look forward to helping you resolve this Entourage issue today

Customer:

I'm here Terry... JHansford

Customer:

I've got 30 minutes...

Customer:

I'm gone.... will check back around 3:10. Desperately needing to get this fixed to complete some email business.

Customer:

I'm back---- JHans

Customer:

GONE AGAIN! Will be back around 6:00. JHans

MacTechTrainer :

Hi Jim, sorry we keep missing each other.

MacTechTrainer :

I will keep this chat open as long as possible, so I won't miss you again

Customer:

I'm here

Customer:

??You there Terry

MacTechTrainer :

I am Jim

MacTechTrainer :

good to see you online

Customer:

I tried to follow that link info you gave me but it didn't always match up with what I saw on my desktop. Tried but failed...

MacTechTrainer :

I have been waiting for your return, but was on another page researching Entourage 2008 issues

MacTechTrainer :

Ok then I know the next step you need to take, because Entourage with the 16999 error message is not going to improve unless you just flat out remove and then re-install Microsoft Office for Mac 2008

MacTechTrainer :

I have had to do this before (as a last resort) with Entourage before

Customer:

Wow how long will that take?

MacTechTrainer :

so the issue is NOT your Yahoo account not working

MacTechTrainer :

Not as long as you think

Customer:

OK what the next step

MacTechTrainer :

but before I begin, I must as a courtesy to your time ask

MacTechTrainer :

how long do we have based on your current schedule today?

MacTechTrainer :

I would like to get this done in this session now if all possible

MacTechTrainer :

Do you still have your Microsoft Office for Mac 2008 software?

Customer:

Well I'm supposed to be at a church choir rehearsal at 7:00 but I migght just have to skip tonigght... I do have an 8:00 appointment I must make.

Customer:

I'm not sure about the software...

MacTechTrainer :

Do you recall how MS Office 2008 was installed on your Mac? Was it done for you?

MacTechTrainer :

(Just getting some details)

Customer:

I believe it came with my computer

Customer:

I do regular update when I'm notified...

MacTechTrainer :

Ok let me have you try this then:

Customer:

By the way, since I dumped my YAHOO account I do not get that 16999 message anymore.

Customer:

Obviously, I also lost my ability to send out email which I could do even though the incoming was blocked...

MacTechTrainer :

There is an known database corruption issue with Entourage with Yahoo emails

Customer:

Hey, I just sent out a test email and it went...

MacTechTrainer :

Is that your Yahoo email?

Customer:

to attempt to send gets me a notification- Mail could not be received at this time; AUTH error; Incorrect username or pw (YSH002) username/PW or security settings may be incorrect.

Customer:

YES

Customer:

I think my setup info from last night is incorrect...

MacTechTrainer :

Sorry for my delayed response- I was just reading over the error you just posted

MacTechTrainer :

that Jim is an simple user authentication error

Customer:

I've had this issue before...

Customer:

resolved it with redoing my account info...

MacTechTrainer :

Yes, that is the other inexplicable issue with Entourage and Yahoo,

Customer:

Your're the man... i open to try whatever you say...

MacTechTrainer :

Ok let's try this:

MacTechTrainer :

From your desktop, click anywhere on a blank space on your desktop. Now you should see Finder listed near the Apple menu icon.

• From the Finder menu, click on Go, then Home from the drop-down menu. This will take you to your Home folder.

• Locate and open the Library folder

• Within Library folder look for the Preferences folder and open it.

• Locate and remove to the Trash, this file:
com.microsoft.Encourage.plist


Once you have removed these files, then click the back button on your open Finder window. This will return you to the Library view.

• Locate and Trash the folder entitled Caches

Once you have done that, close all windows, click on the Apple menu icon located in the upper left corner of your screen reboot your Mac computer

MacTechTrainer :

I am recommending you perform this process Jim, in order to see if we can fix Entourage

Customer:

there is not GO

MacTechTrainer :

Do you see Finder up near the Apple menu icon, located in the upper left corner of your screen?

Customer:

yes clicked on FINDER--- O not an option

MacTechTrainer :

Ok when you click on Finder, that will make the Finder menu bar appear

MacTechTrainer :

at the top of your screen

Customer:

I get finder dropdown

MacTechTrainer :

How about across the top going toward the right?

MacTechTrainer :

Full Size Image

Customer:

yes, i have a GO to the right

Customer:

clicked on it

MacTechTrainer :

There you are

MacTechTrainer :

ok now do you see Home

MacTechTrainer :

If you do, then you should be able to continue with the rest of my instructions

Customer:

OK have don everything but when I want to restart it says I'll loose you... right

Customer:

WOW,,, I'm back.... have done the restart...

Customer:

ready to GO

MacTechTrainer :

Alright, now both the com.microsoft.Entourage.com and the Caches folder to the Trash already, correct?

Customer:

yes

MacTechTrainer :

Ok well let's launch Entourage now and try your Yahoo account again?

Customer:

GOT same window notification...

MacTechTrainer :

This is all Entourage, I have no doubt now

Customer:

BIT my test email just left in yahoo...

MacTechTrainer :

Jim, do you happen to have another email account, Non- Yahoo, that you can use to test in Entourage?

Customer:

yes, i hve been using it some...

Customer:

my university account

Customer:

sent stuff out to PR last night..

MacTechTrainer :

Now with your University account, don't you have to log into that on site only, or do you have the ability to use it away from the University?

Customer:

I go through my webmail at the university website

MacTechTrainer :

Exactly

Customer:

do it from home

MacTechTrainer :

so that won't work because that is through their servers at the university

MacTechTrainer :

Not sure if Entourage would work with that

MacTechTrainer :

Now I do have another idea

Customer:

yes, it wouldn't work if I had to use yahoo...

MacTechTrainer :

just to test against Entourage

MacTechTrainer :

Hold a moment...

MacTechTrainer :

This Mozilla Mail client functions like Entourage

MacTechTrainer :

It installs fast and is easy to set up

MacTechTrainer :

I just want to see if it works with your Yahoo! email Jim

Customer:

i'm downloading now...

MacTechTrainer :

Sorry I have to take such steps, but without the master disc of Microsoft Office for Mac 2008 where you can reinstall Entourage, we have to work with what is available :)

Customer:

I just don't want to do anything that would cause me to lose my Entourage email info... It's critical stuff to me

Customer:

2 minutes left on download

MacTechTrainer :

No, remember, all of your Yahoo mail is on the Yahoo servers

MacTechTrainer :

so you won't be removing anything just accessing your Yahoo emails via your account

Customer:

including my entourage folders, etc...

MacTechTrainer :

Oh I know

MacTechTrainer :

just seeking options

Customer:

download complete

Customer:

I'll have to leave at 7:50.... as bad as I hate to.... will you be available after 9:15 or so tonight?

MacTechTrainer :

I actually will be offline at 10:00 PM, so yes

MacTechTrainer :

for about 45 mins after 9:15

Customer:

my time here in ok or calif time?

MacTechTrainer :

Refresh me again Jim, what is your time zone again?

Customer:

it's 7:36 here... CST

MacTechTrainer :

Ok 2 hours time difference

Customer:

are you 2 or 3 hours behind me?

Customer:

gotcha

Customer:

what is next?

MacTechTrainer :

I will be back online again around 7:30 PM Pacific, 9:30 PM Central

Customer:

you leaving?

MacTechTrainer :

Oh no

Customer:

K

MacTechTrainer :

that is once we finish here

MacTechTrainer :

Ok have you launched Thunderbird already?

Customer:

no but just started...

MacTechTrainer :

ok

Customer:

hate to be dumb but I' supposed to put the thunderbird in my app folder but I can't open anything to find my app folder... what am I doing wrong...

MacTechTrainer :

No worries

MacTechTrainer :

Click on the Finder icon on your Dock to the far left side of the Dock

MacTechTrainer :

once you open a new Finder window, just look in the Finder sidebar

Customer:

yes I've done that several time thinking It would work

MacTechTrainer :

and you should see Applications folder

Customer:

oh--- there's that GO button again... Hummm

Customer:

got it don't use that often

MacTechTrainer :

No worries

MacTechTrainer :

you can also select Go and select Applications I believe from the drop down menu

Customer:

it's in

Customer:

got 5 minutes

Customer:

must leave in 5

MacTechTrainer :

Ok

Customer:

should we hold here and get back together around 9:30

MacTechTrainer :

Well I will be back online Yes- around 7:30 PM Pacific - 9:30 PM Central

Customer:

see you then

MacTechTrainer :

Hi Jim, I am back online now - until 10:00PM Pacific / 12:00 AM Central

MacTechTrainer :

Just post a reply when you are back and we will continue

MacTechTrainer :

Thanks!

MacTechTrainer :

-Terry

Customer:

i'm back

Customer:

I'm here Terry...

Customer:

Hey Terry, are we going to be able and resolve this issue tonight? Hope so!

MacTechTrainer :

Hi Jim

Customer:

Whoa... you are there

MacTechTrainer :

Oh yes

MacTechTrainer :

I have been watching for you

Customer:

Got back a little late... mtn went overtime - it's been a hectic day...

MacTechTrainer :

Not a worry sir

MacTechTrainer :

I work to be a Mac tech of my word :)

Customer:

I'm appreciative...

MacTechTrainer :

I was only delayed coming back from my dinner break by 5 mins

MacTechTrainer :

I am very glad to assist

MacTechTrainer :

Have you tested your Yahoo email in the newly installed Thunderbird on your Mac by chance?

Customer:

no,,, i just got it in the app folder and left...

MacTechTrainer :

I am not looking to make that your main email client, I am just checking to see how your Yahoo email functions with that email client, is the prime focus

Customer:

should I just open entourage and give it a spin?

Customer:

not sure what I should do regarding the ...bird

MacTechTrainer :

Sure, and if it does not function, then if you would try the Thunderbird client

MacTechTrainer :

won't take long to set it up with your Yahoo email

Customer:

entourage is not downloading

Customer:

outgoing is fine

MacTechTrainer :

That is a problem with the database for sure

MacTechTrainer :

now what I can suggest is this

MacTechTrainer :

go ahead and quit Entourage and like I had you try yesterday

MacTechTrainer :

hold down the Option (or Alt) key on your keyboard and click on the Entourage icon once again

MacTechTrainer :

to bring up the Database Utility

MacTechTrainer :

there is one more process we can try there

Customer:

it's up

Customer:

verifying

MacTechTrainer :

Try running the Compact Database function

Customer:

database us working correctly it says

Customer:

don't see a compact database function currently....

Customer:

looks like the main id is verifying

MacTechTrainer :

It should be the 2nd selection right under Verify Database integrity

MacTechTrainer :

Full Size Image

Customer:

don't see that window yet.... main Id is not finished verifying

MacTechTrainer :

That is ok

MacTechTrainer :

let it finish and we can look into that

MacTechTrainer :

the fact this process is taking some time could be a good sign

Customer:

yeah, the blue download bar has been stuck at the c. 96% finished spot

MacTechTrainer :

could be really repairing your Entourage database

MacTechTrainer :

that's ok, we will just watch.. and wait

Customer:

let's hope!

Customer:

blue line is in the same place

MacTechTrainer :

Still at 96%?

Customer:

well I'm estimating since it does not produce an actual percentage printout... it just hasn't moved... could it be stuck?

MacTechTrainer :

The portion the progress bar is currently at now Jim, could be the affected part of the database causing the 16999 error

Customer:

ok--- I'll remain patient and calm...

MacTechTrainer :

can you quit that function and try the Rebuild database once more?

Customer:

i have done as a option along with save and rebuild

MacTechTrainer :

Ok

Customer:

done is the only active option

Customer:

hit done?

MacTechTrainer :

yes sir

Customer:

rebuild in progress

MacTechTrainer :

Ok

Customer:

Main ID rebuild starting at 11:18

MacTechTrainer :

Does not say Backed up yet, correct?

Customer:

no

MacTechTrainer :

is there a progress bar still moving or has it paused once again?

Customer:

the progress bar is completely covered and it says the database is rebuild. It also says Rebuild started on Main ID but the blue bar never started over and it shows complete.

MacTechTrainer :

Now if you look in the Identity window above Jim, do you see 1-2 Main Identity databases with today's date, showing "Backed up"?

Customer:

ther is no apparant action on the blue bar- no or movement

Customer:

the window simply states that the Rebuild has been started on the Main ID at 11:18 and under that is says "our database was successfully rebuilt. that is all.... not backed up anywhere

MacTechTrainer :

Oh I see

MacTechTrainer :

do me one last favor and we will leave the Database Utility

MacTechTrainer :

Run just one verify database integrity

MacTechTrainer :

let me know the results

Customer:

don't see that option... do I need to leave this window

Customer:

hit done

MacTechTrainer :

Yes

Customer:

integrity is in progress of verifying

Customer:

database is working correctly; Main ID is currently verifying...

Customer:

at about that 96% spot again...

MacTechTrainer :

And its stuck again at that same spot, correct?

Customer:

but it is actively shimmering... if you know what I mean

MacTechTrainer :

yes

MacTechTrainer :

ok a few more minutes, if there is no change, I will have you cease this verifying database procedure

Customer:

no change

Customer:

seems obviously stuck

MacTechTrainer :

That is actually indication that the Entourage database is corrupt

MacTechTrainer :

where it is stopping at is more than likely the damaged area of the database

MacTechTrainer :

Full Size Image

MacTechTrainer :

If you look at my Entourage 2008 Database Utility

MacTechTrainer :

those Main Identity lines you see there are verification of successful database rebuilds and back ups

MacTechTrainer :

the fact you can't get past 96% or get a completed database Jim, lets me know from experience, that this is a corrupt Entourage database

MacTechTrainer :

removal and re-installation of Entourage 2008 is the only alternative now

MacTechTrainer :

this is how we have resolved Microsoft Office for Mac 2008 - Entourage issues like this

MacTechTrainer :

in past cases through JustAnswer.com

Customer:

So.... what is the next step for me?

Customer:

What is the downside... is there one?

MacTechTrainer :

You would either have to purchase Microsoft Office for Mac 2008 or you could use a different email client like Thunderbird or even, the built in Mac OS X Mail application within your Mac OS X 10.6.8 system

Customer:

Are these compatible with my entourage and can info be transferred?

MacTechTrainer :

From my past 5 years of experience working with Entourage issues, nearly 100% of the time, if all else fails, a re-install of Microsoft Office for Mac 2008 is recommended

Customer:

what will MOffice cost me?

Customer:

I really like my entourage

MacTechTrainer :

Oh I know, that is why I was initially hoping you would say Yes, when I asked if you had the master disc for Microsoft Office for Mac 2008- we would have been done by now and your Yahoo would have been up and working once again

MacTechTrainer :

you can get a copy of MS Office for Mac 2008 online for about

Customer:

I will double check and look for a disk but I can't remember off the topo of my head...

MacTechTrainer :

average $80.00 and up

MacTechTrainer :

I would recommend that Jim

Customer:

Not really that bad. and up means what?

MacTechTrainer :

having you pay for a copy of this software, truly is a bad resort

MacTechTrainer :

sorry

MacTechTrainer :

"last resort"

MacTechTrainer :

from my stance

Customer:

what do you mean "and up"

MacTechTrainer :

It all depends on where you search to purchase it

MacTechTrainer :

like if you go to Amazon- you will see what I mean

MacTechTrainer :

it all depends on where you purchase it

MacTechTrainer :

check this out:

Customer:

no bells and whistles... just the MS 2008 for Mac

MacTechTrainer :

Check that link

MacTechTrainer :

Amazon.com (a place my wife and I one-stop shop all the time), has a good range of selections

MacTechTrainer :

But I would recommend you select a full version, not an upgrade copy

MacTechTrainer :

that is what the "up" means

Customer:

What is my downside of a reinstall... will I loose anything?

Customer:

will I lose anything?

MacTechTrainer :

When you say "anything" can you give me more specifics? Sorry, not following,

Customer:

Will I lose any of my entourage files or other files on my computer in the reinstall?

MacTechTrainer :

No

MacTechTrainer :

In fact

Customer:

Can I likely complete this process without help?

MacTechTrainer :

Oh no!

MacTechTrainer :

I am still going to be there for you

MacTechTrainer :

haa haa

MacTechTrainer :

I am just suggesting the next step

Customer:

So should I go online and but it then get back to you or what?

Customer:

buy

MacTechTrainer :

Yes- this session will remain open with more than enough time to purchase and receive your full copy of Entourage

MacTechTrainer :

then as you and I have done, we will get this blasted thing fixed!

MacTechTrainer :

:-)

Customer:

Will it automatically download at purchase time

MacTechTrainer :

Actually whenever I order software from Amazon, they actually send you a retail boxed version of the software

MacTechTrainer :

I have been with JustAnswer.com Jim for over 4 years and these sessions, even if they time out, can easily re-activate once you come back online and reply to speak with me

MacTechTrainer :

unless the product you are purchasing on Amazon, is specified as a downloadable item

Customer:

so I'm "out to lunch until I get the mailed copy?

MacTechTrainer :

You can use the web mail version of Yahoo for now, through your web browser

MacTechTrainer :

and are you by chance an Amazon Prime member?

MacTechTrainer :

if you are, there are perks to getting your shipments faster

Customer:

member but not a prime probably... actually not sure

MacTechTrainer :

I just ordered some iPad accessories and get it within 2 business days from Amazon free

MacTechTrainer :

of charge

MacTechTrainer :

let me send you the link

MacTechTrainer :

Jim are you a student or Administrator at the University you are with?

Customer:

just retured after 46 years in higher education but I'm currently now adjunct. wife is full time at university

Customer:

retired

MacTechTrainer :

Ah got it

Customer:

any perks with that

Customer:

HA!!

MacTechTrainer :

Haa haa!

MacTechTrainer :

actually no, this is something more exclusive for students- like my youngest daughter who is a sophomore in college

MacTechTrainer :

What is available is this Amazon Prime link:

Customer:

okay; I plan to go online tonight and buy the MS 2008....

MacTechTrainer :

it is $79.00 per year

MacTechTrainer :

Now in regards XXXXX XXXXX service, you can try it later

MacTechTrainer :

Just would have been remiss if I did not share that with you

Customer:

not sure what you mean--- service--- try it later

Customer:

talking about the prime link, I guess?

Customer:

So are we thru for the night? I'll get back with you when I complete my transaction?

MacTechTrainer :

Until we get that new Microsoft Office for Mac 2008 so we can re-install Entourage

Customer:

Later my friend... many thanks

MacTechTrainer :

the only other recommendation I can make is you can try to use your Yahoo Mail through the newly installed Thunderbird software

Customer:

can that be temporary or is that to big an issue for the short term

MacTechTrainer :

otherwise Webmail for Yahoo is probably the closest thing to using your Entourage for now

MacTechTrainer :

I think webmail

MacTechTrainer :

you have been through enough with this 16999 error Jim

MacTechTrainer :

just my thought

MacTechTrainer :

Just remember, as long as this bookmark is in place for this web page, you will always be able to call on me

Customer:

gotcha

MacTechTrainer :

if I am not online at the time, just post a message for me and I will be alerted

MacTechTrainer :

sir you have been a gentleman and a very, very patient thus far

MacTechTrainer :

my apologies Entourage has been a royal pain in the patoot

MacTechTrainer :

but this option of getting your OWN copy of MS Office for Mac 2008, I believe is a good deal Jim!

MacTechTrainer :

we can at least have a really good chance of fixing this

Customer:

I agree.... let's call it a night!

MacTechTrainer :

Alright sir, chat with you soon, eh?

Customer:

10-4 and OUT

MacTechTrainer :

Have a good night and will be watching for your next update

MacTechTrainer :

Evening!

Customer:

TERRY, I orderd at Amazon- Microsoft Office 2008 for Mac Home and Student Edition (Old Version)

Customer:

Hope this is correct? I assume I could not use the 2011 version, right?

Customer:

Hey Terry are you there? My MO 2008 is supposed to be here later today.

MacTechTrainer :

Hi Jim!

MacTechTrainer :

I just saw the alert in my inbox that you were updating me

MacTechTrainer :

that is great!

MacTechTrainer :

Just let me know once you receive it and we will get to work getting your Entourage back up and working again.

MacTechTrainer :

Thanks sir!

MacTechTrainer :

-Terry

Customer:

I'm here tonight.... JHans

Customer:

Got my MS Mac 2008

Customer:

I'll be checking back every 15 minutes...

Customer:

checking in....10:17

Customer:

Checking in- 10:35

Customer:

Checking in- 10:53

Customer:

Checking in- 11:15

Customer:

Guess we are going to lose the night?

Customer:

Checking O U T ! 11:50.

Customer:

Have a time block tomorrow between about 1:30 and 4:30 .m. JHans

Customer:

Have a slight emergency with my wife's car and will not be back at 1:30. Maybe 2:30...? hopefully we can get this knocked out today. JHans

Customer:

Terry, are you going to be around any today? I have a evening obligation starting at 5:00. JHans

Customer:

Checking out! JHans

Expert:  Rachel-Mod replied 1 year ago.
Hi, I’m a moderator for this topic and I wonder whether you’re still waiting for an answer. If you are, please let me know and I will do my best to find another Professional to assist you right away. If not, feel free to let me know and I will cancel this question for you. Thank you!
Customer: replied 1 year ago.
I'm away from my home right now and not available to trouble-shoot. The last thing Terry told me late Wednesday night was to let him know when I was ready to proceed. Been trying to reconnect since Friday afternoon.
JHans
Expert:  Rachel-Mod replied 1 year ago.

Thank you for your patience. We will continue the search for another professional for you while Terry is offline.


Rachel

Customer: replied 1 year ago.

I'm a little confused about this situation. I assumed Terry would see this through to the end; at least that is what I was told. Unfortunately, I will be out-of-town all day Sunday.

Expert:  MacTechTrainer replied 1 year ago.
Hello Jim.

My sincerest apologies for missing our planned time on Friday. I have a family emergency that took me offline for the last few days and therefore I have not been available as a result.

I am back now and I know you noted you will not be here all day today (Sunday), so to pay it forward to you for your great patience, so I am still going to take this time to provide you some instructions to use your new Microsoft Office for Mac 2008 you have invested in, to work to fix Entourage and get it back to operational functionality once again.

Here's what you need to do:

1.) First, download and install this free, application removal software called AppCleaner
2.) Once this simple to install and use software is on your system, open it up.
3.) Now open a new Finder window and on the left side bar, click on the Applications folder and locate your Microsoft Office for Mac 2008 folder.
4.) Once located, drag that folder to the open AppCleaner application and commence to delete that entire folder
**Do Not Worry** This software removal application, only removes just the master program and its files, not the database files you created with Entourage.

5.) Once that older MS Office for Mac 2008 folder is removed, proceed to now install your new copy of MS Office 2008.

6.) Once MS Office is installed successfully, launch the new Entourage.
7.) Click this link here, to follow the steps for setting up your Yahoo! account within Entourage once again.
8.) Be sure to use these Incoming and Outgoing email server addresses when setting your account back up in Entourage:

Yahoo Incoming Mail Server (POP3) - pop.mail.yahoo.com (SSL enabled, port 465)
Yahoo Outgoing Mail Server (SMTP) - smtp.mail.yahoo.com (SSL enabled, port 995)

Once your email account is added. Try access the email and see if it works now.

Please post a reply when you are completed with this process.

I will look to respond back with you as soon.

Thanks again so much for your patience Jim.

Sincerely,

-Terry
Customer: replied 1 year ago.

Thanks for your contact Terry. Sorry for the family emergency. There are things over which we have little or no control.


 


I got home last night and before retiring I was able to follow your instructions and get everything download, etc.. Everything seemed to progress normally but I think I probably have an issue or two with setting up the account since I still can't get my Entourage to download. I'm getting error 3259 which apparently indicates that I may have an incorrect port number. I went online and researched this error but was not confident enough to follow through with the instructions. I think I just need help in confirming my account set up. Your instructions did not always line up exactly with what I was viewing in my setup window. I'm heading to a 11:30 meeting and can be back at my computer around 1:30 or 2:00. Not sure of your schedule today.

Customer: replied 1 year ago.

Terry are you there? I'm in for the night here in Oklahoma. I'm a late-nighter kind of person. I'll be watching my iPhone... JHans

Expert:  MacTechTrainer replied 1 year ago.
Hello Jim,

Thank you for your concern and for your updates. My apologies we we missed each other.

What you can do in order to correct the error 3259, is to change the port setting for your Outgoing (SMTP) mail server from the default port 25 to 465.

smtp.mail.yahoo.com

SSL Port 465

To show you how to change the port address for your Outgoing (SMTP) mail server for your Yahoo! email, I have taken the liberty of providing you this link from Microsoft Support for addressing the same error.
Link: Entourage for Mac "An operation on the server has timed out. Error 3259 when sending mail.

Although they of course are showing how to change the SMTP port address with a hotmail account in Entourage 2008, you can use the same instructions for your Yahoo! email, simply using the port address 465.

Finally, I am providing you the port address (just in case you want to check) for the Incoming Mail Server (POP3) for Yahoo email:
pop.mail.yahoo.com
SSL Port 995

Let me know if this helps.

Thanks once again for your patience Jim!
I will be watching for your new update.

Regards,

-Terry
Customer: replied 1 year ago.

Still no luck after changes and doublechecking- "getting same message"


I have re-booted Entourage several times....


 


One comment- I do not see POP3 as an option anywhere.


 


Let me show you what I have in my Yahoo account window at Edit Account


 


Acc't name-Yahoo Mail


Name- XXXXX XXXXXsford


e-mail address-XXX@XXXXXX.XXX


RECEIVING MAIL:


Account ID- jhansfor


POP server- pop.mail.yahoo.com


Password- should this always be in the blank? I put it in on occasion but it does not stay in the blank


SSL is checked with port 465


SENDING MAIL:


SMTP SERVER- smtp.mail.yahoo.com


SSL is checked with override port 995


 


Maybe this will assist you!


 


JHans


 


 

Customer: replied 1 year ago.
Relist: Incomplete answer.
I'm in my 10th day on my issue and it has not been resolved. I just was denied access to my ongoing conversation with Terry. Not sure why? To this point I've spent $170 and my problem still exists. Terry was very cordial, friendly, and knowledgeable but I can't get in contact with him at this point. I'M CONFUSED and FRUSTRATED!
Expert:  Jins M. N. replied 1 year ago.
Hi. Thanks a lot for posting your Query here. I am Jins here to assist you. I went through your discussion with terry. He is offline and so let me work with your issue. Actually your problem is on entourage you are getting the number of new emails and then getting the Error 16999 and can't download the emails, right ? Error 16999 means, The POP Server Returned an Unexpected Reply. This behavior can occur if a damaged message on your e-mail server prevents access to the rest of your e-mail. Deleting the errored message from your yahoo server will fix the issue. Please try the following.

  1. Go to : http://www.mail2web.com
  2. Select Secure Login.
  3. Type your e-mail address and password XXXXX the appropriate boxes, and then click Check Mail.
  4. Click to select the check box next to the first e-mail message, and then click Delete Selected. (Make sure it is an unwanted mail, before deleting)
  5. When the confirmation message appears, click Yes.
  6. Try to receive e-mail in Entourage
  7. If the error message still appears, continue to delete e-mail messages, one at a time, and try to receive e-mail after each deletion until the error message no longer appears.

Regards

Jins

 

===========================================================================================================

Please remember these things when we deal with your issue. It may take more than one step/answer to solve a problem. So If my answers don’t work or if you are not satisfied, please don’t Rate my answer as Bad or Poor Service, but please Reply back to me by clicking the “Continue Conversation” or “Reply” button and I will gladly continue to help. Remember, only Rate answer after you are 100% Satisfied. Please do not rate an answer, if you are not satisfied.

Expert:  MacTechTrainer replied 1 year ago.
I am here Jim!

Hang in there sir, I am going over your last post and I will be contacting you again shortly.

Do not worry, I will not stop until I help you get this resolved.

At present I am duplicating your email issue with Entourage on my test Mac, using one of my own Yahoo! emails to work to isolate why this issue is still occuring.

Once I have successfully set up my Yahoo! email in Entourage 2008 on my test Mac, I will send you the step by step, with screen shots and directions as to what I did, so we can see if there is either a step you may be missing or if there is a slightly broader issue with Entourage working on your Mac.

Stay tuned sir, will be back with you later today after I complete my own testing.

Sincerest Regards,

-Terry
Customer: replied 1 year ago.

In the meantime I have just responded to another expert who contacted me in the interim regarding my problem. Do you see his info?


 


JHans

Expert:  MacTechTrainer replied 1 year ago.
Yes I did Jim,

Have you tried Jins recommended process?

If you have not feel free to go ahead and give it a try to see if it helps.

Remember, our primary focus here is to get you a resolution, so it does not matter so much which Expert is able to help you reach that resolution, as long as the issue with Entourage is resolved.

Keep me posted, I will continue preparing this next procedure for you.

Thanks!

-Terry
Customer: replied 1 year ago.

Yes, I responded to Jins info but it did't seem to go through. I went to the weblink, clicked on secure login, followed instructions by putting in my yahoo email and PW, clicked check mail. It took me to another similar window that says it is a "SECURE CONNECTION." I put my address and PW in again and it just keeps giving me the same window that wants my address and PW over and over. I never get to my email box.


 


 


 

Expert:  Jins M. N. replied 1 year ago.
Hello Sir, This is Jins here. If you can't access your email through mail2web, please access www.mail.yahoo.com and login with your email and password. Then open your inbox. Then delete the first message (Make sure it is an unwanted mail, before deleting it). Now try to receive e-mail in Entourage. If the error message still appears, continue to delete e-mail messages, one at a time, and try to receive e-mail after each deletion until the error message no longer appears.

Also remove any unwanted mails from your other yahoo folders like Spam, Trash etc.

Let us know the result.

Regards

Jins

 

===========================================================================================================

Please remember these things when we deal with your issue. It may take more than one step/answer to solve a problem. So If my answers don’t work or if you are not satisfied, please don’t Rate my answer as Bad or Poor Service, but please Reply back to me by clicking the “Continue Conversation” or “Reply” button and I will gladly continue to help. Remember, only Rate answer after you are 100% Satisfied. Please do not rate an answer, if you are not satisfied.

Expert:  MacTechTrainer replied 1 year ago.
Hi Jim, thanks for your patience sir and my apologies for not getting back with you yesterday, as I did not have the solution to the Yahoo email set up issue you were having.

I believe however, that now I may have the answer to the issue with your Yahoo! email not working in Entourage.

Below are steps with screen shots to have you try in order to get your Yahoo! email working in Entourage 2008 correctly:

1) Make sure Entourage 2008 is open then on the menu bar at the top of the screen, select Tools then Accounts from the drop down menu.

graphic

2.) Now on the Accounts box that pops up, go ahead and delete the Yahoo email if it is there. If there is no Yahoo email account there, go to step 3.


graphic

3.) With no email listed, go ahead and click on the New icon on the left graphic

4.) Now you should see the Set Up a Mail Account window appear:

5.) Enter your Yahoo! email address in the email address box

graphic

6.) Now click the small arrow on the bottom right to go to the next page

7.) On the 2nd page, you should see Automatic Configuration Succeeded

graphic

8.) If you do, go ahead and now click the arrow at the bottom right corner of the window to go to Page# XXXXX

9.) On the 3rd page, fill out your email information just as you see in this screen shot:
graphic

10.) Once you have completely filled the Verify and Complete Settings page, go ahead and click the Configure Account Manually button.

11.) On the Edit Account window that pops up first change the Account name from "Untitled E-mail account" to your name.

Then go to the long button you see under the Sending mail section entitled "Click here for advanced sending options" (highlighted in red box)

graphic


12.) You will see this small window pop up. All you need to do here Jim, is make sure
you see that the box is checked for "SMTP servers requires authentication" is selected. Also make sure the radio button entitled: "Use same settings as receiving server" is also selected.

graphic


13.) Once you have confirmed this, just click your mouse anywhere outside that little window and it will disappear, returning you back to the Edit Account window.

14.) No click the Ok button and you should now see the original Accounts window appear, but this time, it should show that your Yahoo! username with (IMAP) next to it:

graphic

15.) Close out of the Accounts window and Quit Entourage 2008

16.) Now relaunch Entourage and check to see if your Yahoo! email starts populating emails and shows all of your folders are in place in the sidebar:

graphic

If it does populate your email details: Success! you are now back to an Entourage with your Yahoo email now in place as it used to be.

If you do not however see this, just let me know. I will be here watching for your updates.

This I believe, is the resolution you are seeking... Keep me posted sir!

Regards,

-Terry
Customer: replied 1 year ago.
I have several old yahoo accounts (POP) accounts listed; dump them all? They are all mine. No one shares yahoo with me.
Expert:  MacTechTrainer replied 1 year ago.
Hi Jim!

If those old Yahoo email accounts presently work ok in Entourage, you can leave them. If they don't you should go ahead and remove them.

Entourage is an email client application designed to allow a user to have multiple email accounts to access in one interface, so that is no consequence if those older Yahoo! emails are still there.

The email account I am focusing on with that procedure I just posted for you, is your desired email that you have been trying to set up.

That is the one I want you to remove.

Then you can proceed to go through the provided steps.

Hope this helps!

-Terry
Customer: replied 1 year ago.

Strange things are happening... when I get to step 7 my new window states- "your configuration has failed" I know I've never used any other yahoo email addresses and the one I putting in is correct. Can I insert screen shots? tried with the attachment but it didn't work.

Expert:  MacTechTrainer replied 1 year ago.
Sorry for your difficulty, Jim.

Do you see any icon on your customer view on our JustAnswer page you are in now, where you can click to browse your desktop to upload screen shots?



Customer: replied 1 year ago.

yes, tried that

Customer: replied 1 year ago.

yes, tried that - I get an access denied window when I try to reply with the screen shot in the body of the email... although it looks really big and I'm not sure you can actually see what

you need to see...

 

I have to click the attachment icon before I get a window with the browse option

Customer: replied 1 year ago.

Terry, I have a noon lunch appointment coming up and then a 1:00 haircut....


Will be back around 1:30-1:40...


 


JHans

Expert:  MacTechTrainer replied 1 year ago.
Ok well just let me know when you are back online.

I will be watching for you.

Thanks!

-Terry
Customer: replied 1 year ago.

I'm back.... JHans

Expert:  MacTechTrainer replied 1 year ago.
Thanks for the update Jim.

Tell me if you would, are you still stuck on Step# XXXXX?
Expert:  MacTechTrainer replied 1 year ago.
One more thing Jim.

This Yahoo email we are trying to get working in Entourage 2008, is it a free or paid Yahoo! email account?
Customer: replied 1 year ago.

You know, I've been siting waiting on your reply and did not get notified when you replied. I have to constantly update my browser to see if you've replied. Is that normal. I also get a notification on my iPhone but it takes awhile for that to arrive.


 


The scoop... yest stuck on step 7.... have tried several times recently, just to see...


 


free yahoo account

Customer: replied 1 year ago.

My day is quickly slipping away here.... have evening plans at 5:30...

 

It;s 4:00 here....

Expert:  MacTechTrainer replied 1 year ago.
Ok no worries. Now what I see here is that your email account information is just not being acknowledged by Entourage.

So from that configuration window, I want you to click the Configure Account Manually button, located at the bottom of the Account Setup Assistant window

graphic

Then, on the Edit Account page, I want you to carefully fill in your email details just like the example below:

graphic

Make sure you use your name, or a name you want to identify for your Yahoo! email
Next, make sure you enter your email address fully, in both the Email address and Account ID fields.
You then want to make sure you carefully type in your email password.
Then, you want to make sure under Incoming Mail server, you type that imap address exactly as you see it: imap-ssl.mail.yahoo.com

Make sure under Incoming mail server type you select: IMAP

Once you have done this, now click the little arrow at the bottom right corner of the current window.

Let me know what you see, or what happens when you do this.

I will be awaiting your update.

Thanks,

-Terry
Customer: replied 1 year ago.

Under account ID on my window it asks for my POP Server (no option for an imap)

Do I put the info in the POP server blank?

There is no "Incoming mail server type" listed.... Mine says Receiving mail but no blank

3 blanks are: account ID; POP server and Password all under a Receiving Mail topic

Expert:  MacTechTrainer replied 1 year ago.

Thanks for the confirmation Jim.

What I need you to do then, is click cancel and go back to the Accounts window.
On the accounts window, do you see your Yahoo username with (POP) or (IMAP)?

Let me know, as this will help to see which direction I need to take you.

Customer: replied 1 year ago.

Under account ID on my window it asks for my POP Server (no option for an imap)


Do I put the info in the POP server blank?


 


I had already gone back and found an imap option earlier in the process... proceeding

Customer: replied 1 year ago.

Now my ACCOUNTS window says- Yahoo (4-2013) (IMAP)



and BRO I believe I downloading as we speak. WHEE.....


Looks like my email has finally downloaded although my folder configurations look slightly different I believe I can deal with that.


IS THE MISSION ACCOMPLISHED?

Expert:  MacTechTrainer replied 1 year ago.
Well sir as long as you are able to access your email and can see your folders like you used to, we are just about there.

But you know Jim, the tale of the tape is if you are able to send yourself a test email to see if you are able to send out mail ok.

Let me know, and if you are able to send a test mail and see that it reaches its destination (another email you can send to of course), then Success! & then the Mission will be accomplished!Wink

I will standby for your update sir!
Customer: replied 1 year ago.

Got an error 17092 when I tried to send. SMTP server does not recognize and of the auth mehtods supported by Entourage. Try changing the SMTP auth options in ACCT Settings. is what is basically says...


AND MY WIFE is waiting on me to shoot out of here.... I'll have to get back to you. Send me info in the meantime and I'll be back on the computer later tonight.


 


THANKS

Expert:  MacTechTrainer replied 1 year ago.
That I believe is a simple fix. I am a married man myself- so I KNOW what you are saying Jim.

Best I am sure, to not keep Mrs. Hansford waiting any longer..

We will reconvene to finalize this process for you this evening, just post back to me when you return back online sir!

Take care for now!

-Terry
Customer: replied 1 year ago.

I'm back! Saw movie "42" about XXXXX XXXXX. Highly recommended!

 

Also, getting Mac Entourage error 2171

 

I'M READY ! 11:08 JHans

Expert:  MacTechTrainer replied 1 year ago.
Hello Jim! I have seen the previews and it does look like a must see movie. I will have to take my family to go see it.

Now in regards XXXXX XXXXX Error 2171 that you see when you attempt to send mail, that should be an easy fix.

Here is what you do:
  • Open Microsoft Entourage 2008 and select Accounts from the Tools menu
  • Select the IMAP account you wish to edit and click Edit
  • By default Send commands to server simultaneously is checked
  • Uncheck this option
  • Click Ok to close the window
  • Send out another test email




According to Microsoft MVP Support, regarding this common error with IMAP mail server set up with email accounts, this is what the issue is:

Error Message -2171

This is a known issue with Entourage where it, by default, attempts to send set of commands to the mail server simultaneously, instead of individually. Bulk commands can confuse the server and cause commands to be applied to incorrect messages, as well as cause the server to reject the commands. To solve this problem, uncheck Send commands to server simultaneously.


So try this procedure out and you should be able to send emails with no further error.

Let me know if this helps.

Thanks sir!

-Terry
Customer: replied 1 year ago.

Ok Terry I did the 2171 instructions... no problem. BUT remember on Friday at 6:20 (right before I had to leave) I told you I was also getting an error 17092. I'm still getting that error when I try to send myself a test.

ALSO every time I open Entourage I get an ENTOURAGE- Select an Idenity window that contains these options:

ENTOURAGE- Select an Idenity:

Connect Yahoo

Mail Identity

Main Identity (backed up 2013-04-02)

Mail Identity (backed up 2013-04-03)

Test

 

NOT SURE WHAT THAT IS ALL ABOUT. H E L P

 

heading out to run some errands..JHans 11:45 pm-Sat.

SUNDAY- Will be available after 1:00 p.m.

Sunday 11:20 p.m.- Guess you've been out of pocket this weekend. Maybe you don't work weekends. Ready to wind this issue up Terry, then I'll "get out of your hair." LOL

 

 

Expert:  MacTechTrainer replied 1 year ago.
Hi John!

I have a link here I want you to try regarding how to stop Entourage from upgrading an Identity each time you attempt to launch entourage:
Correction issue with Entourage Identity upgrading when launching application

Also in regards XXXXX XXXXX issue with the error 17092, I believe this is may be an issue in Entourage with how it responds to the Yahoo! outgoing mail server.

As a result I have a direct phone# XXXXX you to contact Entourage Mac support (free), in order to make that smtp.yahoo.com is correct as the Outgoing Mail Server for Yahoo! in Entourage 2008.

The Entourage Mac support number is:(NNN) NNN-NNNN

Give them a call when you can Jim and have them confirm if the outgoing mail server is correct or needs to be changed. Also ask them what the port address for your outgoing Yahoo Mail Server should be. They will know what you are talking about.

Once you have contacted Entourage Mac support, please update me when you can.

Thanks for all your extraordinary patience thus far John, I know this has been quite a challenging issue, but your resolve to get a resolution is what is keeping this process going in a forward direction.

Regards,

-Terry
Expert:  MacTechTrainer replied 1 year ago.
So sorry about that Jim,

The link was functional before I sent that post this morning. It must have somehow broken.

Here is another working link for the same article
http://www.office.mvps.org/error/install_update.html#fails11

Also make sure you contact Entourage Mac support whose number is:(NNN) NNN-NNNN

Give them a call when you can to have them confirm if the outgoing mail server is correct or needs to be changed. And again, be sure to ask them what the port address for your outgoing Yahoo Mail Server should be. They will know what you are talking about.

This should work for you this time.

My apologies again for the broXXXXX XXXXXnk.

Watching for your next update.

Regards,

-Terry
Customer: replied 1 year ago.

GOOD MORNING! (But it may not be...!)

 

Let me clear up one thing. I'm no longer getting that dialog box about creating new main identities. Should I follow the instructions anyway because it did create those two back to back? I'm not sure which identity I should select & what might happen if I dump something. I don't really understand the techy part of Main ID anyway.

 

By the way, I called & got the outgoing info corrected; address was correct; just had to select the box that says "server requires authentication" & I added my account ID (email address) under that. The man said my port number (25) was okay. Again, I have not seen the MAIN IDENTITY dialog box in several days. Can't figure how to bring that box up.

 

One concern I do have is that my Entourage folder organization on the left side of my Entourage window now has 4 inboxes and there seems to be no rhyme or reason for the organization. At the top now is the Yahoo (4-2013) account with 8 optional folders including 2 drafts folders, junk folder. trash, bulk mail, sent, etc.. Further down the column is my old inbox with (504) emails and all my old folders (which appear to be in good order), plus 3 new inboxes, one of which contains email between April 2 and 12 but the dates showing in my window is obviously corrupted because all of the email in this folder shows a received date of 7/25/18 (weird huh?) Does this have something to do with the two new identities or what? When I get incoming email there seems to be no rhyme or reason as to which inbox they might show up in. Many (not junk) even show up in my new yahoo account, junk E-mail box.

 

Also, I frequently get an error message 2171-- "unable to add message to IMAP mailbox. the corresponding folder will be used." ~~ regarding my new yahoo account ~~

 

 

I hope this is not '"OVERLOAD INFORMATION" Terry.

 

XXXXX XXXXXsford

 

 

 

 

 

 

 

 

 

Expert:  MacTechTrainer replied 1 year ago.
Hi Jim,

Not at all sir. Over this period of time you and I have been working on this issue, I have come to admire you as a customer for being able to be so very patient and thorough in following the steps and processes I have suggested.

So no worries at all with me, regarding any **information overload**, because I would rather have more information than not enough information, because with more details I can work to provide more efficient processes to help you finally get this issue resolved.

On that note:
1.) To bring up the Main Identity box, just hold down your Option (or Alt) key and with your mouse, launch Entourage.
That will bring up the Database Utility window which shows the saved Identities you have previously backed up for Entourage

2.) In reference to the extra inboxes Jim, I believe with us setting your Yahoo! email in Entourage to IMAP instead of POP3, with the IMAP set up you are pretty much receive what is actually in your current Yahoo webmail. That means if you have multiple mailboxes on your Yahoo! webmail online, that and all other folders you have on the email account on Yahoo!'s incoming mail server, will also appear in Entourage.

Now in regards XXXXX XXXXX incoming mail folder with the 07/25/2018 date-- that I am not sure what that is all about. If there is nothing of value in the folder, I am sure you can go ahead and just delete it.

3.) For the -2171 error, go back over that procedure I provided you a few days ago, where you have to uncheck the Send commands to server simultaneously checkbox. That should remove that error message. Just as a refresher, here is that process again below:
  • Open Microsoft Entourage 2008 and select Accounts from the Tools menu
  • Select the IMAP account you wish to edit and click Edit
  • By default Send commands to server simultaneously is checked
  • Uncheck this option
  • Click Ok to close the window
  • Send out another test email


View Full Image


Let me know if this updated information helps shed some light on what you are currently experiencing.

I believe we are so close now to this issue getting resolve for you sir!

Regards,

-Terry
Customer: replied 1 year ago.

BROUGHT UP Main ID box. Message says "Your database is working correctly," BUT the verification blue bar never quite completes it's journey to completion... it stops at about 98% (1/8 of an inch from the end) even after waiting over 10 minutes. Is that a problem?

 

By the way, the Send commands to server simultaneously checkbox is indeed unchecked ~~ from your previous instruction~ I double checked.

 

Although I have been sending emails previously, I am now getting the dialog box- Mail could not be sent- The server for account "Yahoo (4-2013) returned the error "Access denied." Your username/PW or security settings may be incorrect... there is no error code or number.

 

Also, just realized I'm getting a similar box now that states~ Mail could not be recieved at this time.

 

Also, I'm having to put in my yahoo password XXXXX frequently.

U D A T E (2:30 PM): It appears my incoming and outgoing mail is working now. This inconsistency is frustrating to me.

 

 

Expert:  MacTechTrainer replied 1 year ago.
Hi Jim,

My apologies for not getting back to you yesterday, I was somehow locked out of the question and kept getting restricted from posting to you.

Fortunately that issue has been resolved and now I can resume communication with you once again.

Based on your last post from Tuesday, April 16th, you updated me saying your incoming and outgoing mail is working now, but the inconsistency is frustrating you.

Again, I do apologize Jim for what I absolutely understand is a frustrating issue for you here.

So to make sure Entourage is functioning completely correct with your Yahoo! email, can you update me some of the "pain points" you are currently experiencing with your current configuration? That way I can focus on helping you remove those nuances once and for all.

Thanks Jim,

I will watch for you update.

Best Regards,

-Terry
Customer: replied 1 year ago.

Terry, I've taken a few days to see if my new settings are all settled in. Apparently I'm getting and receiving email normally now. My Entourage folders have some issues which I'm taking care of but this one error keeps me puzzled.

 

Error- Unable to add message to IMAP mailbox. The corresponding local folder will be used instead. Acct name- Yahoo (4-2013)

 

Error 2171

 

Not sure what this means... JHans

<><><><><><<<<<<<><

HELLO TERRY, Are you there? Wednesday 1:10 am

Ready to close this out.....

Customer: replied 1 year ago.

TERRY, the last time we conversed online was on April 22 and I've not heard anything else from you. I feel we are very close to completing this task but would like some closure with you so I can go online and give you a rating. I will say my dealing with you have been mostly positive but I'd like closure.


 


THANKS!


 


Did you not receive my last response below?


 


Jim Hansford, Ph.D

Expert:  MacTechTrainer replied 1 year ago.
Hello Jim,

My sincerest apologies sir. I have just come back to your question, after reviewing your last few questions, after I replied on April 18th.

I have not been able to respond to you due my question and answer interface not working.

I am attempting to send this message out to you after making a few adjustments to see if I am able to finally send an response to you.

Please let me know if you see this. In the meantime, I will contact my moderator for this category to see if we can stop this question from timing out, which may be one of the reasons why I am unable to reply.

I do apologize for the convenience.

If this message does reach you, I do want you to try this process in the meantime:


Make sure you still see your Yahoo Mail is set up as an imap account
1.) Open Entourage
2.) On the menu bar go to Tool then Accounts
3.) Under Account Settings Tab, make sure your email Incoming and Outgoing Servers still look like this:

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3.) Select your Yahoo email and double click on it to open up to the Account Settings view
4.) Now click on the Options tab
5.) Now make sure the send command to server simultaneously is unchecked
If it is not, then do so now.

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Click Ok and the quit out of Entourage, relaunch it and try to send out a test email.

Update me what happens when you can.

Thanks.

Sincerely,

-Terry
Customer: replied 1 year ago.

Yes, you are BACK! Pleasantly surprised. Tho't you might have deserted me and was about to go to the rate option and express my discontent.


 


Terry, my account settings window does not look like yours. You have the Account Setup Assistant window and I can't seem to find this exact window. (Indeed, I have seen this window in the past.) I have an Account Setting window which include much of the info you have displayed in the example but the appearance is different. Wish I could send you a screen shot of it. My IMAP info is correct; my SMPT server is correct and matches yours. Also, my "send to server simulaneously" has been unchecked since we communicated back on April 16.


 


What's next?


 


JHans

Expert:  MacTechTrainer replied 1 year ago.
Hi Jim,

It is great to be back, now that I can correspond normally with you again.

Here is what I recommend.

If you want to upload your screenshots so I can see them, just click the link below to go to my file transfer page where you can do just that
Link: MacTechShare

Because we are both using Office 2008 for Mac, what I would recommend you do, is go back to the answer I provided you on: 4/12/2013 at 7:19 AM
and start over by removing your current Yahoo email and following those steps to re-add the Yahoo email. This is actually believe it or not, what I had to do. Now I am able to send and receive with my Yahoo mail.

And remember Jim, once you set it up, be sure to go into the Account Tools and remove that check off of the "Send command to server simultaneously" option.

This is all I can recommend right now. So please give it a try and if you can use that share folder link I gave you above, to upload to me those screenshots- I will be glad to take a look at them for you.

One last note, do not let removing your Yahoo email throw you for a loop- remember the Yahoo iMAP server keeps all of your Yahoo data including your mail folders in place.

Looking forward to a hopefully good report on this redo!

Thanks,

-Terry
Customer: replied 1 year ago.

TERRY:


 


I have re-done my yahoo imap account and emails have downloaded but during the process I still get the message at step 7- "your configuration has failed". I went ahead and continued the process and it seems to work but I tho't I should mention that fact. I just sent myself a test and it came back but I got an error "2171"- unable to add message to imap mailbox; corresponding local folder will be used. I find this strange. DID you get the screen shots I sent last night to you MacTechShare box?


 


I'm going to send you a screen shot of my open Entourage window. Everything under" Folders on My Computer" (about 2 inches down) is from the old POP account. The Inbox at the top is my new IMAP. I guess there is no way to combine all this info under one inbox? If I do a search, I have to do 2 searches, huh?

Expert:  MacTechTrainer replied 1 year ago.
Hi Jim,

I did not see any uploads to my MacTechShare folder, could you try one more time to upload those screen shots, so I can see them? Thanks!

Now in regards to your email, try these steps.
Starting from Step #7, go ahead and click the "Cofigure Account Manually"
Once there, fill it out just as you see in in the screen shot below.
Just make sure under Account ID: use your entire email address.

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Once you have completed that information, then be sure to click on the Options tab
and uncheck the "Sends commands to server simultaneously" checkbox.

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Click ok to commit the changes.

Now quit Entourage and relaunch it again.

This should work, as this is all I did with my free yahoo email account to get it to function.

Let me know.

Thanks!

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