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
    2016-11-09T14:59:01+00:00

    Hi all,

    We have enough logs now, thank you.  Our preliminary analysis shows that the issue lies in the Exchange server.  We are working with the server team to get this fixed as soon as possible, but don't have any timelines at this point.  Thanks for your patience.

    Hi John,

    if it is lying in the Exchange, why does it affect on one user only? In our company we have 15 Macbooks, but only one has an error.

    Thank you.

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  2. Anonymous
    2016-11-07T16:19:13+00:00

    Sma thing is happening to a few of our clients now. Doing moved in hopes of short term fix.

    I'll open a support ticket as well, better to get it escalated.

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  3. Anonymous
    2016-11-05T02:03:43+00:00

    A few people in my organization have also experienced this. I have read through the thread and understand it is a server-side error. Since I do not see this issue listed in the Service Status page of my Office 365 portal I wanted to chime in and state for the record it is still an issue.

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  4. Anonymous
    2016-11-04T18:57:09+00:00

    I'm running 15.29 and still have the same error, in frequent ability to send emails. The newest updated did nothing to fix this issue.

    As mentioned earlier, the update will not be on the client side. It is a server fix.

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