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
    2016-10-17T16:29:11+00:00

    Same here. I have clients complaining of the same issue for the last week or so.

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  2. Anonymous
    2016-10-17T13:10:50+00:00

    Thought I would share that I am another user experiencing the same issue.  3 emails since last Wed (10/12/16) ended up in Draft folder.  

    Thank you.

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  3. Anonymous
    2016-10-14T17:29:52+00:00

    KristinMaling,

    Sorry for your frustration.  I'm on the Outlook for Mac product team, so have limited visibility into how our support organization works, but generally when they escalate issues to us the first thing we do is ask them to get the log files from the customer.  However, I'm sure Support has a battery of troubleshooting steps to use with the customers first before they escalate to engineering; otherwise, the volume of escalated issues would be unmanageable.

    Regarding a "Service Health notice," that's a determination the server team would have to make. I'll see if I can find the right contact.

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  4. Anonymous
    2016-10-14T13:43:27+00:00

    Will this, at least, be addressed by Microsoft in the form of a Service Health notice within the Office 365 Admin Console so other admins don't waste their time dealing with this issue? I've also been dealing with Microsoft "support" on this issue via our Office 365 for Business account, and I (and my users) have wasted so many hours uninstalling and reinstalling Office 2016, running network tests, changing firewall rules, migrating to different machines (all "troubleshooting suggestions" by Microsoft "escalated support engineers") when simply providing logs was enough to diagnose the issue as a server-end problem.

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