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: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2016-10-25T15:42:33+00:00

    John, I am in the same boat! I get the same annoying issue!!

    "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."

    Fingers crossed for a quick solution, happens a few times a day/week. completely random.

    Steph

    Was this answer helpful?

    0 comments
  2. Anonymous
    2016-10-25T17:43:45+00:00

    StephenCanada and Step_Ba,

    We will DEFINITELY report back on this thread when we know more - including an ETA.

    Thanks,

    Amy M.

    Was this answer helpful?

    0 comments
  3. 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
  4. 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