Error -19761 when sending mail (The send or update operation could not be performed because the change key passed...)

Anonymous
2016-10-04T16:13:47+00:00

I’m having a problem with one user in our system. Details are as follows:

Platform: OS X 10.10.5

Outlook version: Outlook for Mac 2016 (15.26.1)

Problem: Randomly (about 5-10 times through the work day), when the user sends an email, they get an error in Outlook for Mac, the message is not sent, and the message is put in their Drafts mailbox. The error that is displays is as follows:

The send or update operation could not be performed because the change key passed in the request does not match the current change key for the item., Cannot submit message.SaveStatus: IrresolvableConflict

PropertyConflicts: Mail could not be sent. The message has been moved to your Drafts folder.

Account name: "XXX"

Error: -19761

They then open the message from their Drafts folder and attempt to resend it. It then sends without issue.

Some additional notes:

  • The error started happening 2 days ago—no changes were made to the user’s machine prior to the error appearing.
  • The error happens when sending to both internal and external contacts.
  • The error only happens when using Outlook for Mac desktop client (the issue does not happen when sending mail via OWA or iPhone, etc.)
  • We have updated Outlook for Mac to the latest available version (15.26.1).
  • We have deleted/re-added the account in Outlook.
  • We have uninstalled/reinstalled the Office 2016 package on the computer.

Any advice would be appreciated.

Thanks,

Kristin.

Outlook | MacOS | Legacy Outlook for Mac | For business

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  1. Anonymous
    2016-11-11T18:02:21+00:00

    WORKAROUND - after the email bombs and lands in the Drafts folder ....

    (with this error: The send or update operation could not be performed because the change key passed in the request does not match the current change key for the item., Cannot submit message.SaveStatus: IrresolvableConflict PropertyConflicts: Mail could not be sent. The message has been moved to your Drafts folder.)

    Open the Drafts folder, re-address the email and send... so far that has worked for me 100% of the time.

    But DAMMIT, Microsoft, why do we need to be doing workarounds to deal with this crap. This is a well documented BUG, appears to be something wrong with the Office 365 server...

    WHY THE **** AREN'T YOU FIXING THIS. IT'S BEEN AROUND LONG ENOUGH!!!

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  2. Anonymous
    2016-10-13T01:43:31+00:00

    I just checked my Partner Health Dashboard and EX80896 has been resolved yesterday and isn't related and EX80619 is a mailbox migration issue?

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  3. Anonymous
    2017-08-11T16:40:49+00:00

    Hello

    Anything new on this subject ?

    Still need to understand if we are facing the same issue or if there is something else we have to investigate on our app.

    In between our customer has opened a support ticket, but it obviously got stuck in the wrong support team with someone not understanding a single word of what all this is about.

    BR

    JPL

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  4. Anonymous
    2016-10-12T17:27:29+00:00

    I enabled logging on this user's machine first thing this AM (before they arrived) and will let it run throughout the day. Will gather the logs tomorrow AM and send to you (disabling logging at the same time).

    Thanks,

    Kristin.

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