Outlook Asking For "ChangeKey" upons clicking "Send"

Scott Rulon 31

How to fix? I have a user, under Office 365, who just reinstalled Office from their account last week. Today, after clicking 'reply' to an email and then clicking 'send', they see the following message, "This message can’t be sent right now. Please try again later. Change Key is required for this operation." Also, the user clearly stated there is no issue like this when creating and sending emails from Outlook, just replying to messages from others.

Parksmill2 21 Reputation points

2021-05-07T18:19:11.183+00:00

One of my users is having the same issue on Outlook.office.com. Is this a service issue not a client issue?
Raiden Borunda 6 Reputation points

2021-05-07T22:00:21.907+00:00

I have a user also getting this error. They're using the Webmail and Windows 8.1 but I'm not sure if OS has anything to do with the error.
Parksmill2 21 Reputation points

2021-05-07T22:55:05.07+00:00

My user with this issue is on Windows 10.
Michael Ek 1 Reputation point

2021-05-08T19:11:48.93+00:00

Kindly remove the license and add back to resolve it
Archer, David 11 Reputation points

2021-05-09T01:02:28.707+00:00

I just got contacted about this very issue an hour ago. They to only use the OWA client. Any help with this would be greatly appreciated Microsoft.
Archer, David 11 Reputation points

2021-05-09T01:07:39.18+00:00

What license are you talking about?
Bryan Conklin 11 Reputation points

2021-05-09T04:52:55.6+00:00

This is a big issue that's becoming widespread. 10 users already. Please fix or offer a solution
Anonymous

2021-05-09T13:01:19.67+00:00

I am experiencing the same issues. Sometimes I can reply to an email. Other times I cannot. In addition to this problem another has started at the same time. I also notice that when I open some emails it states that I cannot view the content of the email, but it will appear when I send the message. Then when I press send I get the same message others get:

This message can't be sent right now. Please try again later. ChangeKey is required for this operation.

I have logged out and in to no avail.

When I start a new thread and don't simply reply to the email, I am able to send the email. This is not an acceptable long term solution, but may be helpful for some that need to get messages out while Microsoft resolves the problem.

I am working with a Windows 10 system with Microsoft 365 account.
mark diamond 16 Reputation points

2021-05-09T15:52:41.24+00:00

Started two days ago for me, too, after uploading update to Edge. Perhaps coincidental, but the problem is real.
Cory Wilson 6 Reputation points

2021-05-09T17:24:35.493+00:00

This just started 2-3 days ago and only affects the webbrowser version of Hotmail for me. If I use any app, it works fine. There is obviously an issue, MS. Please fix it.
mary bley 1 Reputation point

2021-05-09T22:49:03.64+00:00

This message can't be sent right now. Please try again later. ChangeKey is required for this operation.
What is going on and when will it be fixed? I guess I'm happy I'm not the only one.
James Roese 1 Reputation point

2021-05-10T01:09:02.2+00:00

Same issue. Cannot "reply" to emails in the SENT or INBOX due to this same "this message can't be sent right now. Please try again later. Change Key is required for this operation. " Can only create new emails.

Please resolve this issue. It is time consuming to have to create new emails rather than respond to existing ones. Prefer to keep the ongoing thread.
James Roese 1 Reputation point

2021-05-10T01:16:38.717+00:00

having same issue. Started about 2-3 days ago.
Mike Oldfield 11 Reputation points

2021-05-10T09:16:57.603+00:00

I have had a single report so far of this error today. Not something I have come across before & Googling the error message takes me to plenty of on-premise based solutions such as making sure your patches are up to date. Also plenty of suggestions for recreating the Outlook profile, but this error appears to be specifically the web-based version of Outlook (or at least, in our case). The rich client works fine, but OWA does not. Adding 365 to the search term brings me to this thread, but no other articles appear to exist as yet.

Following this thread for further information
Heather Craddock 1 Reputation point

2021-05-10T09:49:17.383+00:00

Same here - started about 3 days ago. Extremely frustrating. Also lose any draft that I've typed if I click away from email. Our IT support suggested a Windows update but it's not helped.
Ian Carrell 1 Reputation point

2021-05-10T10:11:48.323+00:00

I'm having this problem today too from my home PC. I can send e mails on my phone.
Bruce Wurfel 1 Reputation point

2021-05-10T14:59:47.297+00:00

First time ever, but same issue started with me just three days ago so I restarted my computer and it went away. Last night I successfully replied to an email, but this morning when I tried to reply to another email I got the 'changekey is needed for this operation' message. I restarted my computer but that didn't work this time. I can send emails, just not reply to them. I've tried to find a solution, but so far have found none. Help!
KJ 6 Reputation points

2021-05-10T15:57:34.393+00:00

There are probably thousands upon thousands experiencing this!
Ian Carrell 1 Reputation point

2021-05-10T16:12:44.123+00:00

Same here sometimes it works sometimes it doesn't. Also using Windows 10. I've tried Safari and Edge. Tried logging out and back in. Restarting my computer. Nothing makes a difference.
KJ 6 Reputation points

2021-05-11T01:31:12.687+00:00

I suspect by now there are thousands of people affected. Sad Microsoft can't fix!
Parksmill2 21 Reputation points

2021-05-11T17:09:25.997+00:00

This issue appears to be fixed for my user.

Latest message
, May 10, 2021 2:32 PM
View history
Title: Some users are unable to reply to email via Outlook on the web

User Impact: Users are unable to reply to email via Outlook on the web.

More info: Users attempting to send a reply may receive an error message stating "This message can't be sent right now. Please try again later. ChangeKey is required for this operation."

As a workaround, users are able to utilize the Outlook desktop client or Outlook mobile to send replies. Additionally, if users refresh the browser page they may experience temporary relief.

Current status: We've confirmed that a recent service update contained a change in ChangeKey generation resulting in a contention with Outlook on the web, causing impact. We've disabled this change across all impacted infrastructure and are reaching out to impacted users to confirm this has mitigated impact.
Jade Liang-MSFT 9,986 Reputation points Microsoft Employee

2021-05-17T09:22:12.387+00:00

Hi @Scott Rulon ,

Does this issue has any update now? If you are working with Microsoft 365 account and the issue could be reproduced on your owa, the issue may be related to your account itself, it's suggested to contact your Microsoft 365 admin to check the message center and monitor if there are any updates there.

20 answers

Chip Towery 11 Reputation points

2021-05-09T16:51:14.5+00:00

Our issue was from a Shared Mailbox using OWA.
(reply from the shared mailbox on a mobile device resolved this issue, just wasn't a long term solution)

We performed these steps and it resolved for the user:
Double click message from Inbox of the shared mailbox
Click Reply/Reply All
Click the three dots (…) at the top
Select Show From
Click From
Click Other Email Address
Type the shared mailbox email address
Hit Enter
Type your message, click Send

Once this is done one time it does not need to done again for this user.
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2 people found this answer helpful.
Anonymous

2021-05-09T20:14:29.1+00:00

Thanks Chip
This method worked for me (outlook.office.com on microsoft windows).
Important point was to double click the message to bring it into its own pane before reply all etc.

Tom Augustinsen 11 Reputation points

2021-05-10T06:56:46.903+00:00

I was able to riff off this to get around this problem in web client (outlook.live.com). I had this issue under Win10 on multiple browsers, but only with a long running email thread from one sender. This mail account has never been attached to a device, I've only ever used it via web client.

Open the email you want to use

Click the [...] button next to reply/replyall/forward

Choose View>Open in new window.

In the new window click reply/reply all

You should already be able to tell its working, because the full mail thread history will appear in the reply body

Send your reply as normal.

After this the mail history/reply issues for that recipient are gone.

This has to be a service issue and its annoying that I can't find any official acknowledgement of the problem. I see a lot of talk about Cache rebuilds on the Office support twitter and expect this is collateral damage.

I signed up specifically to give this feedback, I hope it helps someone.

Shane Garozzo 1 Reputation point

2021-05-10T07:02:39.693+00:00

I never respond to these things - but I have this time. The fix by ChipTowery-5464 does actually work. I found my own email was missing from my email list for some reason, hence the brak in the finding the email content and sending the email. The email system couldn't see my account. Just did the above and typed in my email account and hey presto. all fixed.

Eleanor White 1 Reputation point

2021-05-10T11:52:48.007+00:00

Thanks so much this has really helped me. I was feeling very exasperated (had the same change key problem with Onlook live). Logged in to thank you!

David Oliver 1 Reputation point

2021-05-10T13:41:32.067+00:00

Helpful tip to allow a normal reply to an email but......it only fixed it for that one email and I had to go through the same process with another email from the same person. The Changekey issue is the same on Safari and Chrome for my Mac but doesn't affect my wife who uses Safari and Chrome on her Mac. Feels like a targetted bug. iIwonder what else it is doing behind the scenes????

Chip Towery 11 Reputation points

2021-05-10T13:48:39.327+00:00

This issue still occurs for the same user. It now happens on multiple shared mailboxes, again, for the same user.
Has anyone had luck with a permanent resolution?
Does deleting their account and rebuilding resolve?

BikeWalkBarb 1 Reputation point

2021-06-08T02:55:05.413+00:00

THANK YOU! Yes, this fixed it. You saved me since I'm in the midst of a troubleshooting issue and need to have the whole thread included in the message. Have to double click the message to pop it out in its own pane, as NigelNZ-1857 noted below.
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Row 11 Reputation points

2021-05-10T11:50:49.563+00:00

Error message:

This original message can't be shown right now. It will be included when this message is sent.
This message can't be sent right now. Please try again later. ChangeKey is required for this operation.

Application error identified in Edge (Chromium) and Google Chrome.

Error diagnostics:
Clicking an email from the list and selecting reply will result in the above error and fail to load message cache. Proceeding to reply and clicking send will result in a failed to send message.

Resolution:
Open OWA (Outlook Web App), double click on the email you want to reply to, it will then load the message content in the new window and you can then reply as you normally would. On doing this first step, you will then be able to use OWA as you normally would by replying to messages in the inbox list as per normal. Refreshing OWA after this didn't result in the return of the error message so assuming all is good after this.

EDIT UPDATE: One user has had this fault come up again after resolving. They changed PC (different Active Directory PC, same credentials, same network) and the fault reappeared in OWA on that PC. We went back to the original PC where the issue was still resolved. We repeated the above resolution to fix the bug on this second PC.

Microsoft Service Health ID: EX255041
Status: Resolved
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Vladimir Gabrielescu 6 Reputation points

2021-05-07T21:41:30.47+00:00

We are seeing this issue broadly with our Office 365 tenant, many users reporting it
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Sankaranarayanan Annamalai 6 Reputation points

2021-05-10T19:16:17.967+00:00

EX255041

Title: Some users are unable to reply to email via Outlook on the web

User Impact: Users are unable to reply to email via Outlook on the web.

More info: Users attempting to send a reply may receive an error message stating "This message can't be sent right now. Please try again later. ChangeKey is required for this

operation."

As a workaround, users can reply to email through the Outlook desktop client or Outlook mobile. Additionally, if users refresh the browser page they may experience temporary relief.

Current status: We've confirmed that incoming email is expected to contain a property value referred to as ChangeKey, which the replying email references when responding. Our log review determined that incoming email does include this ChangeKey, but the response messages are not populating with the identical ChangeKey value as expected, potentially due to an issue occurring within a specific component which populates the ChangeKey value. We're continuing our debugging and log review to better understand this operation and confirm any potential issues which may be affecting this component and contributing to impact.

Scope of impact: This issue affects some users attempting to reply to email via Outlook on the web.

Next update by: Monday, May 10, 2021, at 11:00 PM UTC
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mark diamond 16 Reputation points

2021-05-10T19:26:25.66+00:00

Thank you. WHO ARE YOU!?

Sankaranarayanan Annamalai 6 Reputation points

2021-05-10T19:30:18.897+00:00

I am a Microsoft 365 customer and I found the above summary in my service health dashboard.

Parksmill2 21 Reputation points

2021-05-10T19:32:34.663+00:00

The message above was also posted in the "Service Health" section of my Office 365 admin under "Incidents". If you have Office 365, You should be able to view progress on the resolution of this problem there, now that it is showing up :)

mark diamond 16 Reputation points

2021-05-10T19:32:47.203+00:00

Thank you. I thought perhaps you were from Microsoft and you were acknowledging the problem. Silly me.

mark diamond 16 Reputation points

2021-05-10T19:33:26.573+00:00

Thank you!
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Praveen Poulose 1 Reputation point

2021-05-07T05:31:27.65+00:00

Remove the account from mail and reconfigure it.

it will work.

@Scott Rulon
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Archer, David 11 Reputation points

2021-05-09T01:05:44.273+00:00

My user doesn’t have their account configured to a client on their machine. They use OWA and I’m pretty sure their constant delete their account their.
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Outlook Asking For "ChangeKey" upons clicking "Send"

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