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
    2016-10-13T01:46:50+00:00

    Riika,

    We have the exact same problem now. I've got a ticket open with Microsoft on this but it doesn't look too promising at this point. I'm guessing that something on the Exchange infrastructure was modified on 10/3 or 10/4 that is causing this problem. It's reminiscent of an Exchange problem from about 6 or 7 years ago on BPOS that only affected Mac clients. It took them 6 months to resolve it then.

    If everyone can turn on logging in Outlook 2011 and 2016 and be able to flag times when the error occurs, we'll have to start submitting Service Requests to Microsoft. I'm going to try to escalate this issue to the Engineering team through my partner account.

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  2. Anonymous
    2016-10-06T06:29:38+00:00

    Haven't heard anything and Microsoft haven't listed this as an issue for Office 365 for Business. Of note, it turned out my client wasn't running the latest update for Office 2011, however, after running the update the problem persists. I'm going to open a ticket with Office 365 Support.

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  3. Anonymous
    2016-10-06T04:50:36+00:00

    Any news?

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  4. Anonymous
    2016-10-05T00:19:16+00:00

    To add to the above, I have a client receiving the above errors in Outlook 2011 for Mac (running latest patches). 2 different Macs on the same premises with a slight variation in that Outlook 2011 reports it as Error code: -19812 instead of -19761 (probably due to internal code variations between the newer and older versions of Outlook?).

    Please help!

    Cheers

    Steve

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