Service Pack 2 (SP2) 14.2.0 Warnings for Outlook users

Microsoft released Service Pack 2 (SP2) 14.2.0 on April 12, 2012. Before you update be aware of the following issues.

  • The update moves several Microsoft User Data (MUD) files to ~/Library/Application Support/Microsoft/Office/, but does not remove the originals. Unfortunately, some of the files are not copied.
  • Microsoft Office for Mac 2011 Service Pack 2 (version 14.2) is not supported with Kerio Connect at this moment. They recommend their customers to not install this update. http://www.kerio.com/blog  http://forums.kerio.com/t/21734/important-microsoft-office-for-mac-2011-service-pack-2/
  • The upgrade process for the Outlook database has failed for many users leaving them with no data and no way to easily get their data back.
  • Some users are reporting the update wiped out product key/registration info. Be sure you have your CD Key handy before you upgrade.
  • Smart folders are no longer working after the upgrade.
  • There is no uninstall feature. To restore your application to its original state, delete it from your hard disk, reinstall it from your original installation disk, and then install the updates that you want. You can also restore the Microsoft Office 2011 folder from Time Machine or previous backup.

New location of folders in Microsoft User Data folder

These folders belong in the Microsoft User Data folder.

The following folders are now located in Application Support

 

You will need to move your custom scripts to their new location in the User’s Library/Application Support/Microsoft/Office folder. See this post for more details on moving your files.

The Microsoft folder that contains your Custom Dictionary file was moved to the new location. My old Microsoft folder in Preferences was not removed. I still have Office 2008 installed so it could have left it there for 08.

User’s Library/Application Support/Microsoft/Office/Preferences/Office 2011 folder/Custom Dictionary

* If you are a Lion user you will need to enable the User’s Library folder. Hold down the Option key and select Go in the Menu bar to view your User’s Library folder.

Repairing a failed Identity upgrade.

Users that didn’t have apparent database issues prior to the upgrade have experienced the following error after a failed upgrade:

“Your identity is older than this version of Outlook. Please rebuild by using the last version of Outlook that used this identity.”

  • The new Database Utility will not repair your previous Identities if they failed to upgrade.
  • Some users have restored previous Time Machine backups and they also failed to upgrade.
  • Some users that have tried to revert to 14.1.4 have been unable to re-install Office to repair their Identities.
Microsoft posted a similar fix  to option 1 that’s much easier. Try this first Microsoft KB 2702740: Outlook 2011 start error: “Please upgrade the Office database”  [Added link to KB April 17, 2012]

Option 1) You can try this unofficial method to repair your Identity. Make sure you have backup copies of your data. Note if you have an Exchange account and have no data under “On My Computer” folders, I suggest you start over in a new Identity.

  • Remove all Identities from your Office 2011 Identity folder.
  • Open Outlook so it create a new blank SP2 Identity.
  • Quit Outlook.
  • COPY these Data Records folders from your previous Identity to the new blank SP2 Identity.

Contacts, Events, Folders**, Mail Accounts, Message Attachments, Message Sources, Messages, Notes, Recent Addresses, Signature Attachments and Signatures. Do NOT try replacing the root Data Records folder. Only the sub-folders listed here. One user did report they were able to move over Rules. You will need to reset folder destinations if it works.

  • Select to rebuild the Identity in Database Utility.
  • Open Outlook and your data should be back.

**[Added Oct 19, 2012] User Comment: I just got off the phone with Microsoft and there is an update to the list of sub-folders you need to copy. As of recent, you do not need to copy the “Folders” sub-folder, as it can return error number -18000. All other sub-folders you list still need to be copied over for the manual rebuild.

Option 2:

  • Export your data as .olm file BEFORE you upgrade to Service Pack 2 (SP2) 14.2.0.
  • Remove your Identities from the Microsoft Office 2011 Identities folder and let Outlook create a new blank Identity after you upgrade.
  • Import your .olm file into the new Identity.
  • Setup Accounts, Rules, Schedules & Preferences

“An older version of the Microsoft database daemon is running.”

If you see this error, the developer is asking for a copy of the .plist file. You can send me the file using this link: http://www.officeformachelp.com/contact/contact-diane/ 

Is Microsoft Office 2011 installed in Applications? Do you have multiple copies of Microsoft Office 2011 installed on your machine? Office should be installed only in this location. All Users on the machine can use this folder.

/Applications/Microsoft Office 2011

To find multiple copies, try these two methods:

  1. In the System preferences, go to accounts and click on log in items. Where Database Daemon is listed, ctrl+click on it and have it reveal in the Finder. If it is indeed the Office 2011 folder in the Applications folder, use the Finder to see what version it is. If it is indeed 14.2.0, then delete the entry from the Login Items and restart your Mac. (and please let me know if you are seeing this). If the Daemon is not in the right location, then remove that copy of Office. You might also want to delete the com.microsoft.autoupdate2.plist in your User’s Library/Preferences folder, but send it for testing first.
  2. In the ~/Library/Preferences/ folder open the com.microsoft.autoupdate2.plist – using TextEdit is fine. It may not be very readable, but it will be clear enough to show you if there are multiple copies of any application listed as well as where they are located.
In summary, to fix this error,
  1. Verify that you have the correct Microsoft Database daemon installed.
  2. Delete the com.microsoft.autoupdate2.plist in your User’s Library/Preferences folder.
  3. Delete the Microsoft Database daemon in Login Items.
  4. Restart
  5. Open Outlook to verify the problem is fixed. The Microsoft Database daemon will be automatically added to Login Items.

Smart folders are no longer working after the upgrade

Smart folders are based on Spotlight cache files. I suggest that you rebuild your Spotlight cache files for your new Identity. You can force the rebuild by dragging your Identity folder into Spotlight Privacy tab then remove to re-index your Identity.

HOW TO RE-INDEX YOUR SPOTLIGHT CACHE FILES

  • From the Apple menu, choose System Preferences.
  • Click Spotlight.
  • Make sure Mail Messages is checked under the Search Results tab.
  • Click the Privacy tab.
  • Drag your drive to the list to re-index your entire drive (do this option is you just moved to Lion), or drag your Identity folder to just re-index your Identity. Wait a couple of minutes.
  • Remove your drive and/or Identity.
  • Spotlight will re-index the contents of the item you initially dragged to the list.

Depending on your Mac and the contents of it’s hard disk, re-indexing may take several hours to days. Until this process is finished, Spotlight won’t know the contents of your disks and neither will Outlook. All Outlook lists like contacts, events, notes etc. are generated by the Spotlight searches.

 

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156 comments to Service Pack 2 (SP2) 14.2.0 Warnings for Outlook users

  • Andrew Glennie

    Hi,

    Also found in my installation that I can no longer right-click on a message to perform actions.

    Andrew

    • You can rebuild your Identity or export your data and import into a new Identity.

      Rebuild Basics:

      • Do Not Rebuild Identities with Exchange and IMAP accounts. Delete the accounts (this deletes the cache files in Outlook). Do the rebuild then add back accounts. Better yet start over in a new Identity. If the rebuild does not work then you could sync unwanted changes or deletions to your server and lose data.
      • Make sure you have plenty of free space on your drive. Make sure that you have at least three times as much hard disk space available as the current size of your Outlook identity PLUS 10% free for virtual memory.
      • Rebuilding does not fix all issues. It can make some problems worse. Even though the Database Utility will make a backup, I advise making a copy in the Finder first.
      • You can delete the rebuild version after you are satisfied with the results. This copy will be named like this: Main Identity [Backed up 1-21-2012 13.35]
  • Brian

    Hi, I have decided to revert back to Office 2008 and wonder if you can help me with the main identity that I saved from the Office 2011 before deleting it?

    • Hi Brian, I’ll be happy to help you but reverting from Outlook back to Entourage is not easy unless you have IMAP or Exchange accounts. I sent you a private email. Check your spam folder.

  • Craig

    I downloaded the service pack 2 14.2 to my Macbook Air and am now unable to open Outlook. I receive the following message:

    “An older version of the Microsoft database daemon is running. To open Outlook, first delete the daemon from the Startup items, and then restart the computer. For more information, see Mac OS for help.”

    Please help!! I am dead in the water and can’t use Outlook for work this week! Thank you!

    Craig

    • See if this fixes the Microsoft Database daemon issue. We are still working through fixes for Service Pack 2 issues.

      Delete the file in your User’s Library/Preferences folder.
      com.microsoft.outlook.database_daemon.plist

      Restart your computer.

  • Melissa

    I’ve noticed that when replying or forwarding an email since I applied SP2, that the date is no longer included in the quoted headers (just the to/from/subject lines).

    Does anyone have any ideas for a fix?

    • John

      Same here that the date of the original email is no longer in the reply or forwarded email. Is there a fix for this that anyone has figured out? Thx!

      • Let’s try a couple of options to find the source of the problem.

        1) Testing in a new Identity will exclude your current Identity as the source of the problem.
        2) Testing in a new User will quickly tell you if the problem is system wide or if it’s your User’s folder that contains the problem.

        1) Export your data as .olm file. Import into a new Identity. No need to setup accounts to test dates.
        2) Drag your Identity to Shared folder then create a new User in System Preferences. Drag from Shared (it actually copies) your Main Identity and place it in the Microsoft User Data folder > Office 2011 Identities folder. (you’ll have to open then quit Outlook in the new User to create a Microsoft User Data folder). Open your Identity in the new User and see if you see the same behavior.

        ~/Documents/Microsoft User Data/Office 2011 Identities/your identity

      • Can you send me screenshots showing exactly where you are seeing or rather not seeing the dates?

        I sent you a private email so you can send me your screen shots.

      • Thanks John for the screenshots.

        I’m afraid this is “by design”. I’m trying to confirm now if it’s a bug or by design. I’ll post back as soon as I hear back.

        They did a similar change “by design” on email addresses.

        When you hovered over an email address in the Outlook Reading Pane, it used to tell you what the sending email address was. Now you can get only the display name.

      • JDC

        Did anyone ever find a solution for the issue where the date of the original email is not included in the reply or forwarded email? I have looked at this issue at two businesses I work with. Both have Exchange 2007 and Outlook 14.2.2 (the latest as of today), but only one of them has this date issue. The other does not. Has anyone talked to Microsoft about this issue?

        • Microsoft is aware of this issue and you should see an update with this fixed as soon as they have found the bug.

          • JDC

            Thanks, Diane. It’s good to know that they are aware of it and are working on it.

          • What’s the best way to formerly notify Microsoft about bugs like this? If Microsoft knew about the Date attribute bug, why did they sit on it for so long? It seems like Microsoft does not act unless they’re “outed” in public.

            I’m very happy to publicly scold Microsoft, if it’ll help them get rolling on fixing these bugs. But I think the underlying problem is that Microsoft doesn’t have a reliable way for folks like us (who manage thousands of Macs in global firms) to report issues once we’ve reproduced it in our Mac LAB.

            So 14.2.3 was released on July 10 and it fixes the Date attribute issue.

            What about the ongoing issue with text wrapping? Why is Office mangling formatting so miserably? Has Microsoft acknowledged this issue? We can most certainly reproduce it.

            Thanks,
            Don

  • Bill

    I made the mistake of upgrading before realizing the update is incompatible with Kerio exchange. I now have a huge problem on my hands. It appears I’m going to have to reinstall MS Office 2011 and rebuild… the problem is that my identity incorporated various email accounts in addition to my exchange account.

    My question is this… once I have rebuilt my identity with an earlier version of MS Office, how can I get the information from the newer MS Office identity into the older one (i.e., calendar info, contacts, email local on my computer, etc.)?

    If anyone can help, I would be most appreciated. Thanks.

    • You can try just dragging the Microsoft Office 2011 folder to the trash then re-installing but you might need to run the script to remove all files if this doesn’t work. Download and run this script to remove Office 2011

      Once you get Office 2011 upgraded to 14.1.4, I would create a new Identity and name it “Recover”. Use the method described in the article to move some of the Data Records folders to the new Identity. Be sure the Exchange account is connected then delete the account. This will delete the cache files for Exchange and leave you only with the mail. If you have IMAP accounts delete these also. You can download the messages from the server. What is left is your “On My Computer” messages, contacts, events etc. Rebuild the “Recover” Identity. Open the Identity and use File > Export to export all your data as .olm file.

      Create a new Identity and give it a new name. Import the .olm file into the new Identity. Enter your POP accounts and test. You want to verify that this Identity is actually working. If you can connect without issues, then add your Exchange and IMAP accounts.

      Note: some data files were moved to ~/Library/Application Support. It’s unclear if any files that were moved were also deleted from the original locations that would be required by 14.1.4.

      Let me know if this works. Some users are reporting that reverting to 14.1.4 failed. It’s hard to know if this was user error or if reverting requires extra steps. The 14.2.0 updater made some major changes to file locations.

      • Bill

        I appreciate your quick response very much, and I hope I am not now asking unnecessary questions, but I’m confused about your instruction: “Once you get Office 2011 upgraded to 14.1.4, I would create a new Identity and name it “Recover”. Use the method described in the article to move some of the Data Records folders to the new Identity.”

        My question/problem is this: How do I move data from a 14.2 identity into the “new” 14.1.4 identity? (I did not back up before running the 14.2 update and identity upgrade, so all of my data is now contained inside of a 14.2 identity and exists nowhere else.)

        Please advise. Thanks!

        • If you don’t have any backups on Time Machine or clone, your only choice is to try the Data Records that was upgraded to SP2. The database that manages these files was changed for SP2 but I don’t think the actual data was touched.

          • Bill

            So just so I understand, an .olm file exported from 14.2 will not be importable by 14.1.4?

          • There is no history to say if it will or won’t. Give it a try. Since you are importing into a new Identity it certainly won’t hurt to try.

            Your issue with Kerio is specific to your server so we have almost no input from users on what has worked or failed when reverting.

  • Bill

    One other solution for anyone facing the same problem as me (Exchange via Kerio being incompatible with 14.2):

    If you can create an IMAP account, you can access your mail server using 14.2. That can act as a short-term solution until Kerio updates their software.

    Thank you, Diane Ross, for all your earlier help.

  • Martin

    I could not use search after installing SP2. I started over from scratch and download all the mail (that is stored on an exchange server), still no luck. This morning I reopened Outlook and it’s empty. I’m just recreated the account. Now I’m able to search mail.

    I also was hoping that Microsoft would move MUD completely (including the Identities) from the Document to Application Support (like Apple Mail does). All Files in Lion is useless when using Office 2011.

  • Shane

    I use exchange and after upgrading to 14.2.0, I was unable to update the database. I eventually created a new identity and copied the following folders from the previous identity: exchange accounts, folders, signature attachments and signatures. I then used the database utility to rebuild the database and make the new identity as the default. This has restored my exchange account settings, exchange email/contacts/calendar/notes, and my archived folders.
    However, I don’t have any archived email messages.
    Does anyone know where the archived folders are stored? Is this location different from the exchange “live” messages location?

  • Nick

    Here’s an odd problem caused by the 14.2 update:

    I am using Outlook 2011 on Mac OSX (Snow Leopard and Lion). I have an Exchange account which still works fine after the update. However, I also have a POP3 account with the same provider that I use to send when I want my e-mail alias to appear in the header (which is all the time).

    After the update any e-mail that I send with my POP3 account appears in the Sent Items folder (and sends also) but cannot be opened on the computer it was sent from. Nor can it be moved to another folder or deleted (unless shift + delete is used). However, it can be accessed on any other computer that synchronises with my Exchange account and the situation is cured on the original computer if I flush the Sent Items folder cache and resynchronise…

    Any ideas or is this just a problem created by the update that’ll have to wait until the next one? I’ve tried rebuilding and repairing my Outlook identity already to no avail.

    • 1) Try the fix here to see if it helps. The fix is actually for users that are having issues upgrading but it’s possible this will fix your error too. It’s a quick and simple procedure.

      Microsoft KB 2702740: Outlook 2011 start error: “Please upgrade the Office database”

      Option 2) start over in a new Identity. Delete the Exchange account so you can export just the “On My Computer” data as .olm file to import into the new Identity.

      Let me know if this works.

      • Nick

        Thanks Diane, I got as far as discovering that option 1 didn’t work, then read Dan’s post below about the delete button acting as the down arrow (also true in my Sent Items folder)… Then had a bright idea which saved me from creating a new identity!

        I checked the rule that I use to copy outgoing POP messages to my Exchange Sent Items folder and changed “copy to” to “move to”. This means there’s no longer a duplicate in the On My Computer Sent Items folder but my Exchange Sent Items folder is now back to normal.

        However, this is definitely an update idiosyncrasy, since the same thing has now happened on 3 computers in my family.

        Thanks again. This update needs an update!

        • I’m not personally seeing the problem with the delete button. It will be interesting to see exactly what in common users are having that is causing this.

          I’m thinking that starting over from scratch in a new SP2 Identity is the safest option and in the long run might be quicker than hunting down the idiosyncrasies.

  • alan

    Can somebody tell me where com.microsoft.outlook.database_daemon.plist is as a search has failed to reveal its whereabouts

    • The com.microsoft.outlook.database_daemon.plist file is located in the User’s Library/Preferences folder.

      Click on your User’s folder (house icon)
      Select the Library Folder (Lion Users will need to enable the Library. Easy way to view is to hold Option key while selected Go in the Menu bar to see the Library folder)
      Select Preferences
      Type com.microsoft in the Spotlight search box to view the Microsoft plist files.

  • Donna

    Diane,

    I had the same issue as Craig above and was unable to open Outlook because of the Daemon warning, so I followed your instructions deleted the file and was able to access Outlook once again. However, the sync with the iPhone 4g is only working one way.

    If I delete or file emails on the iPhone, the changes are recorded in Outlook via my MacBook Air. However, if I make changes to a received email on the MacBook Air, the change/deletion does not update on the iPhone.

    After I responded to about 20 emails this morning, I had to remember all the changes and make the updates to my phone. Please advise a fix for this.

    • 1) Try toggling Sync Services on/off in Outlook > Preferences

      2) Only one Outlook Identity on a computer can be set to sync. If you have other Identities you need to check to see if Sync Services is still selected.

      If none are set….

      Try deleting these files in your User’s Library/Preferences folder:

      com.microsoft.Outlook.SyncServicesPreferences.plist
      com.microsoft.SyncservicesAgent.plist

      Also delete the OfficeSync Prefs in Application Support

      ~/Library/Application Support/Microsoft/Office/Preferences/Office 2011/OfficeSync Prefs

      Log out/in after deleting preferences.

      Reset Sync Services in Outlook > Preferences

      Let me know if this works. We are still working on solutions for SP2.

      • For what it’s worth, I had a similar issue after the upgrade (with my office Outlook and phone both connected to a Microsoft 360 Exchange account). When I moved emails from my inbox in Outlook to other folders, those changes were not reflected on my iPhone or in the web-based Outlook. I resolved it by deleting my Outlook profile and recreating it.

        Still disappointed that MS pushed such a big update like this with all these bugs, though.

  • alan

    Deleted daemon from startup items and rebooted. Outlook now operable although not checked for other issues experienced by previous subscribers

  • Steve Y

    The “don’t rebuild an identity that connects to Exchange” advice is great if users don’t use On My Computer. But they do. I’ve found it impossible to break a “Keep ALL The Mail!” mentality, because “I might need that someday!” The Exchange serer limits their storage in that category, but they have another that begins to approach unlimited.

  • Dan

    The ‘delete’ key and the delete button both no longer delete an email after the 14.2 update. They both function as a down arrow.

    • I’m not seeing this behavior. Please do these tests for me.

      1) Create a new Identity How to create a new Identity or switch to a new Identity in Outlook 2011 No need to do any setup.
      Can you delete the welcome message with the delete key?

      If yes, it’s your Identity. See this Microsoft KB and try deleting the Database Headers as described Microsoft KB 2702740: Outlook 2011 start error: “Please upgrade the Office database”

      2) If no, do this same test in a new User.

      CREATE A NEW USER

      Go to System Preferences > Create a New User in Accounts (Users & Groups). Switch to the New User by logging out under the Apple in the Menu bar or use Fast User Switching.

      Do you still see the issue?

      If yes, then the problem is with your base files.
      If no, then the problem is in your User’s folder.

      • Donna

        Diane,

        Have you been able to come up with any other fixes for this problem?

        Please let me know because I am wasting a lot of time managing two inboxes.

        Thanks!

  • Donna

    Diane,

    I tried everything, step by step, but no improvement.

    The oddity is that the emails that I send from my MacBook sync to the iPhone’ sent file, but the changes to the inbox on the Mac do not sync to the phone.

    For someone like myself who is a “dual user” of the MacBook Air and my iPhone interchangeably, this is causing chaos for my inbox.

    Please send another suggestion my way. Thank you!

  • Donna

    Diane,

    I followed your instructions, step by step, but no improvement.

    The oddity is that the emails that I send from my MacBook sync to the iPhone’ sent file, but the changes to the inbox on the Mac do not sync to the phone.

    For someone like myself who is a “dual user” of the MacBook Air and my iPhone interchangeably, this is causing chaos for my inbox.

    Please send another suggestion my way. Thank you!

  • James Hargreaves

    Having gone through the whole database saga a couple of days ago I got it all up and running last night and now find another annoying glitch which is that Outlook will not “Send/Receive” either when I hit the Send/Receive button or automatically as per schedule.

    I have two mail accounts and I have to manually run a S/R on each individually to pick up mail. The schedule report says that the S/R ran but when I sent myself a test it didn’t appear until I manually S/R’d on the receiving account.

    • What type of accounts? (POP, IMAP, Exchange) IMAP accounts are no longer in Schedules. IMAP now operates as “push mail” after updating to SP2. If you do have IMAP I’ll need to escalate this.

      If you have POP mail, try deleting the schedule and creating a new one to see if that helps.

      • James Hargreaves

        I have two pop accounts. Ok I have just gone into the schedule editor. The send and receive all action was just configured to send all and I had to add a “receive” action for each pop account. But that seems to have fixed things as the Send/Receive button functions again now. Many thanks!

        • Glad that was easy to fix. Looks like some settings are not making it through the upgrade. I believe that once we get all the little niggles fixed, SP2 will be an improvement.

    • James and Wes, I’m not sure if this is similar but I just saw this posted on MacOSXHints forum. We definitely need to get to the bottom of this.

      Yes, my accounts that were affected had rules that moved email from the IMAP inbox to other folders on the IMAP server. They never stop duplicating. Every time Outlook updates there are more of the buggers!

      I had to start with a new “Microsoft User Data” folder, make new IMAP accounts (without rules) and delete 10,000 duplicates on the Virginmedia (hosted by Gmail) IMAP server from the “All Mail” folder via webmail. If you delete from any other folder, they come back – zombie email !

  • Wes

    Diane, you’ve helped me before- need your help again!
    I am on a Macbook Air. 10.7.3. Company Exchange Server, using Microsoft Office. I just did the critical update from Microsoft.
    It has been DUPLICATING my emails- primiarly in my very large Deleted Folder. I have 3 or 4 instances of each email now.

    I did the rebuild as prompted right after installation (normally, when i have a database problem, i do not rebuild, but drag the Identifies folder out of the MUD folder and create a clean new profile (then let Exchange sync and rebuild from my company server).

    I removed and deleted the 2011 identify folder and created a new profile. Now, i have these duplicates.

    Is there a hidden file of my emails that are being sent up to my Exchange Server that i need to get rid of from my Laptop? This is a big mess…thanks

    • A new Identity should not be downloading Deleted Items messages in a new Identity. Can you log into your account with your browser and delete the items there? In the mean time I’ll see if I can find out what is happening and find a solution.

      • Martin

        Hi Diane, have you found anything regarding this issue? We’re experiencing it to but not in the Deleted Items folder. Two cases as of now, one in the Inbox of a Delagated mailbox with multiple users getting tens of thousand of duplicated mails. And also on a singel users Send folder in that mailbox.

        • I’ve heard nothing on the duplicates issue. Other than testing in a new Identity, I’m not sure what to suggest other than reverting to 14.1.4.

    • Questions & feedback from developer:

      Did the user rebuild after completing the DB upgrade (required after SP2 is installed, performed when launching Outlook for the first time)?

      It sounds like the rebuild was performed after installation, but before launching Outlook, which would be blocked because of version mismatch. Also, did this user experience the issue where they were prompted for rebuild when starting the upgrade?

      Is the user able to see duplicates when logging in through OWA?

      Lastly, I am trying to understand exactly what files were copied/moved before and/or after installing SP2. It sounds like the user deleted the entire 2011 Office Identities Folder, which would result in deleting all Identities (and thus all mail, calendar items, contacts, etc.) from the machine.

  • Peter

    Sounds trivial relative to others experience but my registration key was wiped out during the upgrade. Entering the upgrade key I had used to add Outlook failed. Using the CD key produced an error saying too many computers had been activated. Calling Microsoft (once I found the obvious/not obvious number) was fine after keying in 9 6 digit numbers, being transferred to an operator, and then repeating these to the operator who provided me with at least 6 6-digit numbers. We are all machines!

  • Stuart Hunter

    I was of the understanding the sync services issues with getting my contacts and calendar in Gmail to sync to Outlook were fixed with SP2. Is anyone else having issues??

    • Until Outlook for Mac adds CalDAV and CardDAV support it will not sync to Google contacts and calendars. AFAIK Microsoft has not indicated it was planning on adding CalDAV or CardDAV support.Be sure to send Microsoft feedback. The more people that send feedback the better the chance it will get added.

      Send Microsoft feedback

  • marcus

    Hi Diane,

    can you tell me how to restore my contacts and calendar after the update? thanks very much.

  • marcus

    Thanks for your help. I followed the directions on the link but received this message from the Database Utility:
    “Your identity is older than this version of Outlook. Please rebuild by using the latest version of outlook that used this identity”

    • marcus

      I looked in my main identities folder at the data records and the there is no longer a contacts folder. Was it deleted? (I didn’t back it up before the update unfortunately). Can I restore it through TM? thanks!

  • Nancy

    I have just downloaded the Service Pack 2 (SP2) 14.2.0 on my Mac 10.6.8 and notice that whenever Outlook is downloading new e-mail or a calendar update, Outlook hangs. The “Activity Monitor” shows Microsoft Outlook as Not Responding and consuming 100% of the cpu. Once the download(s) are completed, then Outlook is usable and no longer hung. I have noticed this only after installing SP2.

  • Melissa

    I think it must be a bug, as I got the date included in two emails I forwarded today, although I can’t work out what’s so special about the emails in question (one is plain text, the other is HTML), as all of the others I’ve forwarded today haven’t had the date included!

    • I’m seeing this as well. But for me, it’s any email received since the update doesn’t have the date included in the reply/forward “header” but those emails received prior to the update do have the date included in the reply/forward header. So in other words, if I reply/forward an old email, I get the date in the header; if I reply/forward a new email, I do not get the date in the header. And this is all only true when in Preferences ==> Composing I have in the “Attribution of original message” selected “Include From, Date, To, and Subject lines from original message.” If instead, I choose “Custom attribution format,” that custom attribution format works just fine. So I can’t see this being “by design”–it has to be a bug. A really unfortunate one too!

      • Melissa

        I can get the date to show when replying to old emails too. I’m not sure whether the ones I saw and mentioned previously were from old mails or not… but all of the old emails I’ve tried to reply/forward just now did have the date included, whilst newer ones don’t!

    • will

      I verified that if you clean out your folder cache, the attribution line for any reply will no longer have the date. Kind of a bummer.

      • You might need to reset in Preferences > Composing. Check “Include From, Date etc.”

        I use the custom attribution:
        On [DATE], “[NAME]” < [ADDRESS]> wrote:

  • betty

    Hi

    I have tried all of the above (to the letter) to rebuild the database on my mac microsoft outlook and once it goes through the five steps to rebuild in the database utility it always ends with the ‘cannot rebuild database’. I’m at my wits end. My emails still work on my iphone. I have no idea what to try now. Can someone help? Thank you.

      • Amanda

        Dear Diane.

        Thank you for all your suggestions. I have the same problem as betty. Have tried EVERYTHING and not been able to rebuild database. I now want to try Step 3 (Hail Mary) but want to make sure I am not erasing anything.

        It says “If Rebuild or Repair Fails, try these steps: (Warning this could result in data loss. Create a backup first)”

        What is the best way to create a backup?

        Many thanks.

      • Amanda

        Hello again.

        Just for further clarification – what am I backing up? My identity?

        Thanks

      • Amanda

        Me again!

        Diane – I am really hoping you can help me as I cannot access my outlook at all (unless I open a new identity but then there is NO information in outlook at all)

        I have tried to rebuild the database many, many times and done the following:

        http://support.microsoft.com/kb/2360509
        http://support.microsoft.com/kb/2702740#appliesto
        http://www.officeformachelp.com/2012/05/how-to-recover-your-data-when-rebuilding-restoring-and-upgrading-fails/

        I have repaired disk permissions.

        I have done start up in single-user mode and rebooted my computer.

        Made back up of identities folder.

        Created a new identity using the Microsoft Database Utility.

        Manually copied folders from the ‘Data Records’ folder in the old identity, to the ‘Data Records’ folder in the new identity, except for the three folders that were already created in the new identity, i.e. ‘Database Headers’, ‘Preferences’ and ‘Recent Addresses’

        Went to the Database Utility, selected my new identity and told it to rebuild the database.

        I have Version 14.2.2 installed.

        Is the dreaded “step 3” my last chance?

        Thanks

        • Only move the sub-folders listed here.
          Contacts
          Events
          Folders
          Mail Accounts
          Message Attachments
          Message Sources
          Messages
          Note
          Signatures
          Signature Attachments

          This is the same as step 3. 🙂

          • Gary

            Diane,

            I just got off the phone with Microsoft and there is an update to the list of sub-folders you need to copy. As of recent, you do not need to copy the “Folders” sub-folder, as it can return error number -18000. All other sub-folders you list still need to be copied over for the manual rebuild.

  • Heidi

    Wondering if anyone else is having trouble sending other MS Office documents via the ‘file/share/email as attachment feature of excel and word – I used to be able to use this before the upgrade but now have to save the document – go to office then create the email, then attach the file.

    In addition, again I had two of my pop emails download messages from april 2011 (had a ticket in for this forever – no resolution)

    have not had the identity rebuild issue but not sure what else to do?

    Anyone else having issues like this after the upgrade?

  • TGB

    Wow, this is a really buggy, poorly handled update. Better the devil you know – I’m not going anywhere near this update or letting any of my users install it until Microsoft fix all the problems they’ve introduced, so that it actually works properly. Bring on 14.2.1…

  • pawel

    Hi, after installing sp2 update, whenever i send an emial through gmail IMAP account Outlook will keep on creating duplicates of sent messages. Aslo after today it has stopped recievig email for one of my (not gmail) IMAP accounts but sends fine. Any ideas?? THANKS!!!

    • Outlook makes some changes to Gmail accounts in SP2. One, is it disables All Mail sync to Outlook. Is it possible you have selected in Gmail Settings to sync your Sent folder? You should uncheck that in your browser.

      http://www.flickr.com/photos/dianeross/7097393461/

      In Outlook Accounts, open your Gmail account and select to either not save sent messages or save to Sent folder under “On My Computer”.

      GMAIL’S RECOMMENDED IMAP CLIENT SETTINGS – Sending:

      Do NOT save sent messages on the server. If your client is sending mail
      through Gmail’s SMTP2 server, your sent messages will be automatically
      copied to the [Gmail]/Sent Mail folder.

      Let me know if this fixes the issue.

      • pawel

        thanks for that. it did help with duplicates. on the other hand with other IMAP accounts (not gmail) it takes ages for outlook to connect and get in sync. got outlook on another mac without the update and in there its rather instant. any ideas?? THANKS!!!

        • Please note that even though Service Pack 2 (SP2) 14.2.0 has been released that Microsoft has pulled this updater from Microsoft AutoUpdate.
          [ANN] Microsoft pulls recent Office for Mac 2011 SP2 update from AutoUpdate but leaves it available for download.

          We’ve heard varying feedback on IMAP improvement and I suspect it could be tied to the database upgrade. Since you have IMAP, it’s easy to create a new Identity, enter your account and see if it’s improved or if the results are the same. If it is Outlook SP2 then report back here but also send Microsoft feedback. http://www.microsoft.com/mac/product-feedback. They will be releasing a fix for issues with SP2 soon. The more feedback they get, the better it will enable them to prioritize what they need to address.

          • pawel

            ill try with the new identity. if that works, how would i get just my old messages saved in My Computer folder across to the new identity? thanks!!!! btw i dont get how can a company like microsoft release such pain in the … of an update. surely they must do some testing before its released 🙂 or maybe it was an inside job by one of the mac haters within the company ahahahahahah

          • pawel

            hmm new identity new problems 🙂 for a second imap account added no folders were created on the left sidebar. all sent emails are saved inside my computer folder. just to clarify both imap account are within the same domain. looks like ill be spending more time on fixing this “broken” outlook 🙁

          • Control-Click (Right-click) on IMAP header and select Refresh folder list. (This is easier to do if you turn off “Group folders” under the General tab in Preferences. Turn back on after refresh.)

            Open the account > advanced tab > folders > select destination for Sent messages.

            If you still see any IMAP accounts in Schedules, you need to start over in a new Identity. Please let me know if you do.

          • pawel

            i think ill try reinstalling at this point… and read comments befor updating outlook next time 🙂
            i just wish i could send microsoft a bill for my wasted time!!!!!!!!!

  • Craig

    Diane,

    My update gets to events and then everything closes and I have an empty screen. Last week I restarted a couple times since Outlook would no longer start and then the troubles began. A couple more times with the “Outlook data file upgrading” process and nothing, but then my computer actually starting shutting down and trying to go into a safe start mode, but failed each time and shut down. I had to connect two MBP’s together using mine as a drive in FireWire Target Mode and rebuild the entire drive using DiskWarrior since Apple’s built-in utility reported that it was unable to rebuild disk an to save files, etc.

    Now that I have use of my MBP back, I waited for this weekend to try again, but again, nothing… Since yesterday at about 11pm (it’s now 9am, Saturday here in Ahu Dhabi) my screen has been desktop only and I cannot restart anything, Outlook, Safari, not even the Activity Monitor to see if anything is going in – every so often the fan speeds up and slows down, but other than that, I have no idea the CPU is doing anything.

    My database is about 25gb all-in, so is large, but in the past hasn’t been an issue.

    Help! I’m dead in the water! 🙁

    • If you can’t get Safari and other applications to open then we need to determine if it’s problem with your User or your computer. Testing in a new User will quickly tell you if the problem is system wide or if it’s your User’s folder that contains the problem. If you have computer issues, no need to worry with Outlook until you get this resolved. If you don’t have a clone backup on an external, I suggest you do this now. Use SuperDuper or CCC to clone your drive. Both are free for a clone backup.

      CREATE A NEW USER

      Go to System Preferences –> Create a New User in Accounts. Switch to the New User by logging out/in or use Fast User Switching.

      Do you still see the issue?

      If yes, then the problem is with your base files or it could be hardware failure.
      If no, then the problem is in your User’s folder.

      Let me know the results of this test.

      Regarding your Identity failing, I suggest that you rebuild the Identity, but most likely you will have to revert to your pre-sp2 update to rebuild. See this article Error: Your identity is older than this version of Outlook for help rebuilding in a previous version.

  • Morris

    Hello,

    1) I noticed today that MS Office 2011 for Mac with Update 14.2.0 appeared to have re-checked “Hide ‘On My Computer'” folders, as well as deleted some ambiguous user “Contact Groups”. Has anyone else seen this issue as of late? The update would have been applied sometime last week.

    2) Also, I am currently working on two separate MacBook Pros, a 13″ and a 15″ and neither using Microsoft AutoUpdater Daemon seems to appear with the 14.2.0 Update. Has the update been removed from the Microsoft Update repository? I can’t seem to force the daemon to retrieve this SP2 updater package.

    Thank you for your help in advance.

  • Joe Peterson

    I upgraded to Service Pack 2 (SP2) 14.2.1 and had the following problem:

    ALL MAIN IN MY INBOX IS INVISIBLE, yet it says I have 5,170 pieces of unread mail in my InBox.

    That means when I click on the Inbox, nothing shows up in the standard view, but the indicator to the right of the InBox shows there are 5,170 pieces of unread mail.

    Then when I do a search on the InBox for “Date Sent” is “Any Date” AND “Read Status” is “Unread”, Voila!!!..there are all my 5,170 emails.

    How Do I fix this wierd problem????

    Thanks!

    Joe Peterson

  • Joe Peterson

    FOLLOW UP:

    OK, since I could see what was in my InBox by Searching that Folder, I decided to create an empty folder and move all the InBox contents to that folder, then move them back to the InBox.

    My theory was that perhaps moving all my emails would make them visible again in the InBox.

    I followed my idea, however, once I moved them into the newly created folder, they were again “Invisible”. I then searched on that folder to make sure they were there…which they were.

    Then I moved them back to my Inbox.

    Then, Happily, I could see my emails in the InBox.

    Was this WIERD OR WHAT?????

    Thanks.

    Joe P.

    • Thanks for sharing your workaround. I’m guessing show how this kickstarted Spotlight to index your upgraded Identity. All lists like contacts, events, notes etc. are generated by the Spotlight searches.

      HOW TO RE-INDEX YOUR SPOTLIGHT CACHE FILES

      Option 1)

      From the Apple menu, choose System Preferences.

      * Click Spotlight.
      * Make sure Mail Messages is checked under the Search Results tab.
      * Click the Privacy tab.
      * Drag your drive and/or Identity to the list. Wait a couple of minutes.
      * Remove the item you added.
      * Spotlight will re-index the contents of the item you initially dragged to the list.

      Option 2 (indexes entire drive)

      Copy the text below and open Terminal (in /Application/Utilities). Paste the code into the Terminal window at the prompt.

      sudo mdutil -E /

      You will be asked for your administrator password (and if you’ve never used the sudo command you’ll need to accept the warning presented). When you type your password, it will look like nothing is being typed. That’s normal. Once you’ve typed your administrator password, press Return.

      This will completely remove the Spotlight index and force a new one to be created. Probably not necessary, but I would immediately quit Terminal and restart your Mac.

      SUMMARY:

      Depending on your Mac and the contents of it’s hard disk, re-indexing may take several hours to days.

      You can tell if it’s still in progress by simply looking at the Spotlight menu: There’s a blinking dot in the middle of the magnifying glass while indexing is occurring.

  • Joe Peterson

    unfortunately, I thought my workaround worked. For unknown reasons, it didn’t.

    As soon as I rebooted the InBox contents were once again invisible. I could still do a search for “Date Sent” is “Any Date”…but what a pain….

    Diane…any ideas on how to fix this so my InBox contents are visible like they used to be?

    Thanks.

    Joe Peterson

    • Did you re-index your Identity? If that fails…

      1) Check permissions. Create a new Identity and compare the permissions using Get Info with your Identity.
      2) Export your data as .olm file and import into a new Identity.
      3) Testing in a new User will quickly tell you if the problem is system wide or if it’s your User’s folder that contains the problem.
      Move the .olm file you created to Shared folder. In the new User, Drag from Shared (it actually copies) your Main Identity and place it in the Microsoft User Data folder > Office 2011 Identities folder. You’ll need to drag Outlook to the Dock in the new User.

      ~/Documents/Microsoft User Data/Office 2011 Identities/your identity

      CREATE A NEW USER

      Go to System Preferences –> Create a New User in Accounts. Switch to the New User by logging out/in or use Fast User Switching.

      Do you still see the issue?

      If yes, then the problem is with your base files.
      If no, then the problem is in your User’s folder.

  • Joe Peterson

    Diane,

    I did steps 1 and 2 in your recent post. Permissions are identical between old and new identities. When I exported to a new identity, the contents of the InBox were NOT invisible.

    Do I still need to do step 3 (major pain) or not?

    Is there another way to diagnose or cure this problem?

  • Joe Peterson

    Diane,

    The new identity didn’t fix the problem in the original identity.

    To answer a previous question, yes I did re-index in Spotlight and it didn’t help.

    since you said you were glad to hear the new identity fixed the problem, I take it you want me to delete my old identity.

    It’s a little scary proposition since I have almost 10,000 vCards and probably 70,000 emails with attachments plus 3 years of appointments.

    I do keep all of these since I must research prior projects.

    Please confirm your instructions.

    Also, is Microsoft going to fix this SP2 update to your knowledge?

    Thanks.

    Joe P.

  • Joe Peterson

    Diane,

    Am I supposed to delete the original identity or not? It’s a big file…it would require FTP.

    Joe P.

  • Joe Peterson

    my identity file is almost 11 GB

  • I’ll get back when I know best options. That’s a big Identity. It would take probably over 10 hrs to upload or longer.

  • gwrgolfer1

    Hi, I have instaklled Service Pack 14.2.0 – all was working ok until this morning when I could not connect to my exchange,

    I then upgraded to 14.2.1 – still will not connect.

    I then checked the file structure as per this blog and I don’t have the new folder structure set up.

    Should I create them manually?

    • gwrgolfer1

      I have managed to get it working – it was nothing to do with the SP – when it did the upgrade it changed the Exchange server details in the account somehow.

      It now seems to have put files in the structure I created i.e.. Library/Application Support/Microsoft/Office/Preferences

      I’m now keeping my fingers crossed

    • Did you install SP2 14.2.0 when it was first released or did you just install? Users should skip the 14.2.0 and go directly to 14.2.1.

      The move to the new folders in Application Support is confusing. Some data is moved there but other data has to be manually moved. If they had moved everything and put aliases in the old location that would have been easier to understand.

  • Bill

    If I had already regrettable installed 14.2.0, should I go ahead and install 14.2.1 at this point? Or could it cause further complications? Thanks.

  • Stephen Halloran

    I have had a bad weekend with my 14.2.1 version of Outlook! The change to 14.2.0 a month of so ago brought significant improvements both reduced number of crashes and improved speed, late week I updated to 14.2.1 as request by MS, all appeared fine, but a couple of days later I closed the computer (Macbook Pro running Lion, have an Exchange account and POP account) and on restarting Outlook crashed immediately I opening it. I tried many times, and eventually rebuilt the database but no change. I restored from an earlier version of the identity held on Time Machine. It said can’t find the index and explained this can happen with Time Machine… please rebuild. I have done this several times and rebuilding just take you back to needing to rebuild again. I have restored two earlier version including one before 12.2.1 and have restored Identities and now have restored the whole computer software at two different time points… each time it give the same message on opening Outlook… rebuild because cannot find the database index, I do and the message returns.

    I conclude that the issue is now more to do with Time Machine’s restored copies than the version of Office although I have used Outlook for over 10 years and this is the first time my 13 Gb database had been completely destroyed. Any help would be very much appreciated.

    • I’m going to post an article showing how to recover. Hope to get this up later today.

      • Stephen Halloran

        Hi Diane, Thank you for posting ‘how to recover your data when rebuilding…’.
        I recovered my computer from just before I hit problems. Took my identify, duplicated it and saved it, copied it to a friends computer who is also running 14.2.1. We rebuilt with the folder you describe. At stage 4 of 5 when it was recovering files it finally said ‘Database could not be rebuilt’.

        We have therefore tried to se if we can find which file is causing the problem in the hope that I can recover as many the essential files. I have been successful with contacts, events, mail accounts, notes, signatures and signature attachments. On rebuilding with accounts & folders it fails on step 4 of the rebuild, by removing the content of the folders file and rebuilding it worked and seem to have content in the rebuilt folder file but the folders are not seen on opening outlook. ?? We are now rebuilding including sources, messages and message attachments. Are we going about this in the right way? Am I righting thinking that the problem is with the folder file?

        Will report on progress. I am most grateful for your help.

        • It’s unclear exactly what you did with your Identity on your friends’s computer with 14.1.4. Did you try moving your folders into a new 14.1.4 Identity? Look for a personal email from me. I need your contact info so I can call and hopefully get to a fix quicker.

  • Stephen Halloran

    Update to my reply of 6.27 am. Rebuild with sources, messages and message attachments worked but on restarting Outlook fail with the following information;
    Microsoft Error Reporting log version: 2.0

    Error Signature:
    Exception: EXC_BAD_ACCESS
    Date/Time: 2012-05-07 12:04:14 +0000
    Application Name: Microsoft Database Daemon
    Application Bundle ID: com.microsoft.outlook.database_daemon
    Application Signature: MDlr
    Application Version: 14.2.1.120420
    Crashed Module Name: Microsoft Database Daemon
    Crashed Module Version: 14.2.1.120420
    Crashed Module Offset: 0x0004b7b4
    Blame Module Name: Microsoft Database Daemon
    Blame Module Version: 14.2.1.120420
    Blame Module Offset: 0x0004b7b4
    Application LCID: 1033
    Extra app info: Reg=en Loc=0x0409
    Crashed thread: 0

  • Stephen Halloran

    Bit by bit I have added all back into the identify and rebuilt except Folders, Message Attachments and Message Sources. These either fail to rebuild or give a database error at startup. I have a collection of folders with numbers (seem that they may be my original folders and will have to rename them, Contacts appear to be there but as yet I can’t search for them… just have them as a list. The mail items are not linked to each other… I think, no attachments. The Message Sources is the big file and I don’t know what this is and what it does and why it will not work when added.

    Any thoughts?

    • The Crashed Module is Microsoft Database daemon. Verify that this Microsoft Database daemon is v14.2.1

      /Applications/Microsoft Office 2011/Office/Microsoft Database Daemon.app

      The error EXC_BAD_ACCESS is complicated error with several options to fix. (I haven’t updated that page yet for the new locations of the files that were moved to the User’s Library/Application Support folder.) Most likely it’s your database, try the options listed here:

      http://www.office.mvps.org/error/EXC_BAD_ACCESS.html

      All this is new and many of our options are found by users like you that are trying to narrow down the source of the problem.

    • Please save a copy of your Identity with the folders as numbers. It can be used to do a forensics on your problem.

  • JRHaendel

    Check out this thread. In short, there’s a fix coming, but upgrading the mailbox to an Exchange 2010 server is also a fix.

    http://answers.microsoft.com/en-us/mac/forum/macoffice2011-macoutlook/email-replymicrosoft-office-mac/269607bb-df4f-447f-969e-bd9810289097?page=2&tm=1337113519260

    John

  • Stuart

    Didn’t find this site till after I tried to install update 14.1.0 and 14.2.2. With both of the packages I receive the following messing during the installation. “Office 2011 14.1.10 can’t be installed on this disk. A version of the software required to install this update was not found on this volume.” The attempt is being made on my MAC HD with 207.43 GB Free. Operating system is OS X 10.6.8.

    What lead me to the update was when we changed over our servers. When I reset up the IMAP account I began to and still get error messages of “Invalid mailbox name.” I am receiving and sending email, but there is a bit of a delay. I will receive an email on my phone and about 10 minutes later I will receive it on my MAC. I tested the connection and that is not the issue.

    Any ideas if these are related issues and should I attempt to do the updates based upon what I have read?

    Much appreciated.

    • Not sure from your comment if you have indeed installed the latest update (14.2.2) or not. If not then you should definitely do so because it contains fixes and security updates that the 14.2.0 and 14.2.1 updates don’t.

      Run Help menu –> Check For Updates from any Office application to get the latest updates appropriate for your currently installed version of Office for Mac. If you have problems installing then restart your Mac with the Shift key held down to boot into Safe Mode. Hold the Shift key until you see your Desktop or login window. After updating you can restart normally.

      If you have any issues with the updates or afterward then please post a question in the Microsoft Answers forum.

  • Stuart

    Thanks. I will give that a try and see where that takes me.

    To clarify no, I did not do the updates because I receive the error message that “14.1.10 can’t be installed on this disk. A version of the software required to install this update was not fond on this volume.

    Hopefully your suggestion will fix the issue.

    Appreciate it.

    • Usually the error “A version of the software required to install this update was not found on this volume” results from not restarting after updating. You’ll need to drag the Microsoft Office 2011 folder to the trash and reinstall then update. Follow directions here:

      How To Install, Reinstall and Update Office 2011

      The “Invalid mailbox name” is usually related to selections for IMAP Drafts, Sent or Deleted Items folder. Using a root folder like [Gmail] or INBOX then selecting folder destinations for drafts, sent and Deleted Items can help with this error.

  • Scott

    Please help?!? I have been getting an error since updating to 14.2.2. Prior to last friday and the update Outlook 2011 was working fine. Now I am getting a constant error:

    The server account “Gmail” returned the error “[AUTHENTICATIONFAILED] Invalid credentials (Failure).” your username/password or security settings may be incorrect. Would you like to try re-entering your password?

    I have tried deleting accounts, changing passwords and even changing identities and nothing fixes the problem. It will send and receive but I get this pop up error constantly and have to click yes and reenter password or no and 3 seconds later the error is back up. Now I am also getting error -17092.

    I have a work emaill that is through a gmail account as well and it happens to both accounts. I have a comcast account and that runs just fine. I have taken all off and tried 1 at a time and still the same problem occurs. Anyone have any idea on how I can fix this? Thanks in advance for the help!

    • Even though some users had what seemed to be a successful upgrade to the SP2 database, issues in the Identity are causing concern. I suggest you move to a new Identity. Follow directions here:

      How to move your data to a new Identity

      All you need to do is add gmail address and password and Outlook will setup automatically as IMAP. If you have been using Gmail as POP you really should consider switch to IMAP. You’ll need to set your account as IMAP in Gmail’s settings first. This is much safer than POP.

      New IMAP Beahavior in SP2

      By default in SP2 IMAP operates as “push mail”. It always has an IMAP IDLE command outstanding against the server and will download new email the moment it arrives on the server. For this reason schedules are no longer needed for IMAP accounts. There is no longer a periodic poll for new mail to schedule.

      IDLE does not download all new mail the moment it arrives on the server—this only applies to the Inbox and the folder that you are currently viewing. Instead, SP2 now provides a periodic poll, which is why Schedules are no longer needed

      • Scott

        I have been using IMAP, never POP. I did the upgrade to 14.2.2 on Friday and this issue started. I have tried a new identity and it did not help, I keep getting the same error. Any ideas? I have been trying to fix since last Friday. Thanks for the help.

      • Scott

        I also am now getting the error below.

        The server account “Gmail” returned the error “[ALERT] Too many simultaneous connections (Failure).” your username/password or security settings may be incorrect. Would you like to try re-entering your password?

        I have logged into Gmail and made sure that there are no simultaneous connections so I do not know why I am getting this error.

        Again this is all new since I have upgraded to 14.2.2. the upgrade was from 14.1.4.

        Thanks again in advance for the help!

        • Make sure All Mail folder is not selected to sync in your browser: Gmail Settings > Labels Uncheck Show in IMAP.

          In Outlook, enter [Gmail] as root in Accounts under the Advanced tab.
          Under the Folders tab, use these settings:

          Sent “don’t store a copy of sent messages” (Gmail actually makes a copy on the server automatically.
          Drafts can be either “On My Computer” or server.
          Junk set on server
          Trash “Deleted items on (server)”

          Let me know if this helps.

          • Scott

            I have done all of the above and am still getting the same errors. I have closed everything and restarted with the steps that you have outlined and yes the problem is still a constant. Any other ideas? Have you seen these errors like this before? Thanks again, Scott

          • Re-installing rarely fixes issues especially Sync. The problem could be in your User’s folder or your Identity.

            Turn off Sync Services in your Identity.
            Under File > Export select the default action to export all items as .olm file.
            Create a new Identity and import the .olm file.
            Open Activity Monitor. Do you see mdworker32 active in the top portion of the Activity Monitor window?
            When mdworker32 quits your database should now sync.

            If this fails, move the .olm file to the Shared folder and test in a new User.

            Your Hard Drive/Users/Shared

            CREATE A NEW USER

            Go to System Preferences > Create a New User in Accounts (Users & Groups). Switch to the New User by logging out under the Apple in the Menu bar or use Fast User Switching.

            Do you still see the issue?

            If yes, then the problem is with your base files.
            If no, then the problem is in your User’s folder.

          • Scott

            It now also is having trouble syncing at all? This seems really strange to me.

          • Scott

            I have now totally unistalled Microsoft Office and reinstalled from scratch and I still have the same errors. It will not even sync at all now.

  • Ron

    User on Mac OS X using Outlook 2012.

    User launches Outlook, outlook updates (send/rcv) and displays new messages. As the day progresses, manually polling and auto send/rcv, does not pull new emails to client. It shows “All folders are up to date” though it hasn’t pulled a new email for over 3 hours and new emails exist on the server.

    Whats the deal with this?

  • Ron

    ^^^ I forgot to add. The only way to retrieve new messages is to entirely quit the program and relaunch it – then it pulls the new messages but after a few hours begins to do the same thing.

  • Pete

    Hi – I’ve just bought a new mac and loaded up outlook 2011, set up an IMAP account, its downloaded all the emails from the server but now every time it tries to download anymore the whole program hangs and gives me the revolving ball endlessly.

    Is there anything you can do to help please….!

    Thanks
    Pete

    • I’m assuming you have upgraded to 14.2.2 since installing. If not, I would start over in a new Identity and let Outlook download from the server.

      Check for folders with large number of messages. Usually the Inbox and Sent folders are the ones that have too many emails. I would archive the older mail to a subfolder like this Inbox 2011, Inbox 2010, Sent 2011, Sent 2010 etc. The Inbox needs to be as clean as possible for best results. You might find it easier to do this with your web browser then download the changes to Outlook. Either start over in a new Identity or delete the IMAP account and let the changes download into your Identity.

      IMAP BEHAVIOR IN SP2 14.2.X

      By default in Outlook SP2 IMAP operates as “push mail”. It always has an IMAP IDLE command outstanding against the server and will download new email the moment it arrives on the server. For this reason schedules are no longer needed for IMAP accounts. There is no longer a periodic poll for new mail to schedule.

      IDLE does not download all new mail the moment it arrives on the server—this only applies to the Inbox and the folder that you are currently viewing. Instead, SP2 now provides a periodic poll, which is why Schedules are no longer needed

  • Elizabeth

    Did anyone ever find a solution for the issue where the date of the original email is not included in the reply or forwarded email?

  • Hi,
    Ok weird issue.
    User using mac outlook 2011 imported a .rge file into outlook.
    Then started other files / folders into it via outlook.
    As exchange and had .rge on network:- formatted machine and reloaded.
    Appears that the messages are no longer in rge (or never was as outlook stores them on “my Computer”?) and not on exchange.
    Done a low level HDD recovery and now have thousands of file and folders. All folders are called recovered1, recovered 2 etc. All file names are fine.
    Whats the easiest way to get these messages back (if any)
    Any advice would be amazing as its taken a week to get the data back of the imac and now I dont know where / what I am looking for.
    Thanks In Advance
    Kind regards
    James

    • Sorry, but I have no solutions to offer. If they are .eml files you can import these then resort them into folder or by date for searching. If you could find the original .rge file that would be your best option to recover rather than the recovered data files.

      No imported file is moved to a server. All imported files (.pst, .mbox, .rge, .eml) go to “On My Computer” folders.

  • Donna

    Hi Diane,

    I upgraded to 14.2.2 and was asked to set up a new identity. I ended up just reestablishing my accounts into a new identity. But, immediately, I have been experiencing outlook crashing for no apparently reason several times a day. It immediately asks to send a note to Microsoft and restarts but it is annoying to work like this. The only message i get is that Microsoft Outlook experienced a problem.

    Is this a problem I created by setting up a completely new identity or are others experiencing this? What can I do to fix?

    Thanks!

    • I don’t have a specific answer. Creating a new Identity should have fixed your problem. Are all your account IMAP?

      How much free space on your drive? If you are low on disk space, this can cause odd issues. Use the Activity Monitor to check
      More info

  • Shannon

    Hi, Diane,

    Any thoughts about why the Advanced button in Accounts freezes Outlook (Office 2011)? I’ve dumped the com.microsoft.outlook.plist and the Outlook preferences. Any other thoughts? I haven’t been able to find a report of this issue anywhere. Thanks.

    • Use the process of elimination….

      1) Testing in a new Identity will eliminate problems specific to your Identity.
      2) Testing in a new User will quickly tell you if the problem is system wide or if it’s your User’s folder that contains the problem.

      CREATE A NEW USER

      Go to System Preferences –> Create a New User in Accounts. Switch to the New User by logging out/in or use Fast User Switching.

      Do you still see the issue?

      If yes, then the problem is with your base files.
      If no, then the problem is in your User’s folder.

      If the problem is specific to the User’s folder see theses links for options:
      http://www.officeformachelp.com/office/troubleshoot/
      http://www.officeformachelp.com/outlook/troubleshoot/

  • Shannon

    It occurred to me as I started to try this that Office won’t be set up in a new user account, thereby making this difficult to do for the client remotely. The problem exists solely in Outlook > Tools > Accounts. Any attempt to use the Advanced button results in a complete lockup of Outlook and requires a Force Quit.

    Based on your suggestion above, this issue hasn’t been reported to you before?

    • Office applications are available in the new User. You can use the “Shared” folder to move the Identity to the new User for testing. My screen sharing service allows me to switch users.

      If you cannot test in a new User, did you try testing in a new Identity? What about just deleting the account and enter new?

      Did you try a safe boot to see if that works?

  • Jim

    Fter the update i am living with the smart folders not working and all of my old emails in a folder called old email. It takes for ever to open it becasue it reloads all messages each time. Sure wish there was an easy fix.

  • Ben

    Anybody else has this problem: Can’t add a newly created IMAP (Gmail) account in my send/receive rules. It’s grey and not selectable.

  • Diane,
    I’ve been working on this problem for a month or so now. I’m OS X 10.8.2, Outlook 10.2.4, whenever I click on the calendar I get the message that the microsoft database daemon has encountered a problem, and a force restart on Outlook. I’ve followed most of the suggestions and can’t seem to fine anything that works. For awhile outlook wouldn’t even open without this message, now it opens and everything works but the calendar. Any suggestions. Thanks Wes

    • Most likely it’s a corrupt event. What type of account(s)? (POP, IMAP, Exchange)

      Do you have events going back several years?

      Did you import calendar events from Windows computer?

      Do you have iCloud checked in System Preferences to sync Calendars?

      • Diane,
        I’ve been using Outlook for Mac since I made the switch, So I do have events going back a couple of years. I’m using a corp pop email account as well as a gmail account. I did import my events but that was a couple of years ago and it’s been working fine up until this crash. I don’t have an icloud account so I’ve never really set that up. Thanks for the quick reply.
        Wes

  • Glenn M

    I am using Outlook 2011 14.2.4 and over the last few days, the app has twice forced a rebuild of the database. I noticed this time that all saved mail (in various folders) has disappeared, including some new folders I had created yesterday. How can I retrieve this lost mail?

    • If the first rebuild didn’t fix most likely subsequent rebuilds will not help. I suggest you move to a new Identity. YOu might need to revert to a previous Identity.

      How to move your data to a new Identity

      Rebuild Basics:

      • Do Not Rebuild Identities with Exchange and IMAP accounts. Delete the accounts (this deletes the cache files in Outlook). Do the rebuild then add back accounts. Better yet start over in a new Identity. If the rebuild does not work then you could sync unwanted changes or deletions to your server and lose data.
      • Make sure you have plenty of free space on your drive. Make sure that you have at least three times as much hard disk space available as the current size of your Outlook identity PLUS 10% free for virtual memory.
      • Rebuilding does not fix all issues. It can make some problems worse. Even though the Database Utility will make a backup, I advise making a copy in the Finder first.
      • You can delete the rebuild version after you are satisfied with the results. This copy will be named like this: Main Identity [Backed up 1-21-2012 13.35]

      Tip: If your Identity will open, before you rebuild, check “On My Computer”Inbox and Sent folders to be sure they are under the 2GB limit. Generally this is less than 10,000 messages but with large attachments could be less. Make subfolders e.g. Inbox 2011, Inbox 2010, Sent 2011, Sent 2010 etc to help reduce the number of messages in a folder. (Check for any large archive folders you might have in addition to Inbox and Sent).

  • This post is closed to comments. The subject for for problems specifically to SP2 when it was first released. Until I get a post specifically for 12.2.4, you can ask on the Outlook forums for help.

    Answers -Office for Mac

    Outlook: http://answers.microsoft.com/en-us/mac/forum/macoutlook