ChangeKey is required for this operation sync error
I'm experiencing a sync error in Outlook 2016 for Mac in an Office 365 Exchange environment. (O365 Support hasn't been able to resolve.) Very high volume mail user with two connected "Office 365 Group" mailboxes (not standard Shared Mailboxes). Errors pile up in the Sync Errors log until Outlook crashes or are cleared every 15-30 minutes. No negative effect on mailflow. Error information:
Error code: -19928
Details: ChangeKey is required for this operation.
Error: Could not synchronize record: **mail message**
Resolutions attempted:
-empty individual mailbox caches
-rebuild profile
-reinstall Office
-create new user and migrate smtp addresses
-powershell enableoutlookformac, enableoutlook commands
Additional notes:
-Errors also appear when account is connected to an other Outlook for Mac 2016 client on a different computer running the same version of Mac OS.
Error code: -19928
Details: ChangeKey is required for this operation.
Error: Could not synchronize record: **mail message**
Resolutions attempted:
-empty individual mailbox caches
-rebuild profile
-reinstall Office
-create new user and migrate smtp addresses
-powershell enableoutlookformac, enableoutlook commands
Additional notes:
-Errors also appear when account is connected to an other Outlook for Mac 2016 client on a different computer running the same version of Mac OS.
Jeff Glover
Are you using the Office downloaded from O365 (the Proplus subscription) or a different version? The error you describe has been around for a long time. It was fixed on prem and should not be happening in Exchange Online. Is your Mac Outlook fully patched?Are you running it in Cached mode?
ASKER
Thanks, Jeff. It is the O365 version downloaded from the subscription. Outlook for Mac is fully patched and it is in cached mode--not sure if the Mac version has an option to run online (non-cached) only, but it's the only way I've ever run it.
I would check to see if you could run in non-cached mode. (sorry for the weak answer but I run Exchange on-Prem and no MACs.) I can't really tell you if it is possible. I know the issue comes from a problem connecting to EWS but with Office 365/Exchange Online, that should not happen.
If the user tries from a PC, do they have the same issues?
If the user tries from a PC, do they have the same issues?
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