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

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

86 additional answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2016-10-27T13:18:32+00:00

    I wouldn't hold your breath...it's kinda obvious at this point that MS doesn't take their Mac customers (business, education or home users) seriously. Considering they've known about this issue for over two weeks now, and haven't even bothered to issue a Health Status notification on it (so admins would at least know why this is happening and not waste countless hours trying to deal with it), kinda shows how little they care.

    I've just had to tell my users (including our CEO and Directors) to either use the OWA, or make sure they constantly check their drafts folder as MS Exchange servers are just "buggy" and unreliable (at which point they question why we're even using MS in the first place...). Really wish we would have stuck with Google Apps.

    I mean, I know this is off topic, but have you ever wondered why MS ships Outlook for the Mac, with the calendar defaults set to "Free/Busy"—the default for every Exchange user (Mac or Windows) out there for pretty much as as long as the software has existed—yet Outlook for Mac (even though defaulted to this setting and an option in the drop down menus) doesn't actually support the idea of "Free/Busy"? I mean, how does that happen?

    Or, how about that Skype for Business Mac client? Oh right..there isn't one. If we even entertained Skype for Business, we'd be stuck running Microsoft Lync from 2011. Instead, we have to get our users to set up personal Skype accounts using non-business addresses. What a joke.

    I could go on. Point is, the solution..."live with it". Super disappointing.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2016-10-27T12:18:14+00:00

    Hi all 

    Our CEO is currently experiencing this every time he sends me or other people an email. We have now missed some important emails because they went to drafts. Our IT company thought this would be resolved by installing and updating all necessary updates on Outlook and Microsoft yet the error message is still there (and so are the emails in drafts). 

    I find it mind boggling that no one at Microsoft has attended to this issue considering it has affected so many Business accounts. 

    My CEO runs a Macbook pro with a Microsoft Office for Mac 2016.

    We also have our accounts hosted on Office 365.

    Hope to find some help in the forum soon

    Was this answer helpful?

    0 comments
  3. Anonymous
    2016-10-27T03:28:36+00:00

    We are experiencing this issue as well. We will anxiously wait for a resolution.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2016-10-26T04:20:57+00:00

    I'm going to add my voice to those who are experiencing this problem. I'm using the latest version of Outlook for the Mac and it is connected to a Microsoft hosted exchange server as part of Office365. The problem seems to occur when I close the machine, open it again and it needs to reconnect to the server.

    Interestingly, I can receive messages. And I've noticed the problem when replying to a message. I don't know if it also happens for new messages or if it self-corrects after a certain period of time without having to restart outlook.

    Also, the problem seems a bit intermittent.

    Was this answer helpful?

    0 comments