question

BakerZack-6402 avatar image
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BakerZack-6402 asked JFH333-9285 edited

Outlook 2016: This Item Cannot Be Saved

A user in our environment is attempting to modify the subject line of emails along with adding categories to a shared mailbox. Recently we've created a new mailbox and when the user is attempting to make modifications "This function cannot be performed because the message has been changed" pops up along with "This item cannot be saved because it was changed by another user or in another window. Do you want to make a copy?"

On other forums I've found these suggestions and tried them:
-Cached Exchange mode is "Off"
-When a reply modifies, don't move the original

Previously with the same workflow this user was using the old mailbox wasn't having this issue. Now in the new mailbox this pops up roughly 6 times a day sporadically when they are working. If they wait a bit and then try again usually Outlook's error message will go away and not present any further issues.

office-outlook-itprooffice-exchange-server-mailflow
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JadeLiang-MSFT avatar image
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JadeLiang-MSFT answered JadeLiang-MSFT commented

Hi @BakerZack-6402,

Recently we've created a new mailbox and when the user is attempting to make modifications

Did this issue only occur on the specific user or all users with the permission of this shared mailbox?

In order to further confirm your issue, it's suggested to log in your web mail to check if the issue could be reproduced there, if the issue actually occurred on all users with the permission of the shared mailbox and it could be reproduced on your web mail, it may be more related to your account instead of Outlook client.

If the issue only occurred on Outlook client, so what's the version of your Outlook 2016(File>Office account>About Outlook), please first ensure that you have updated to the latest version of Outlook. I have tried to test to add categories on my shared mailbox in Outlook 2016, but it could work normally without any errors. Based on my research, the interference of add-ins may cause this issue, it's suggested to restart your Outlook in safe mode to check if the issue has any difference(Windows + R> type"Outlook.exe /safe">enter).

Also, the corrupted Outlook profile may also cause it, it's suggested to create a new profile and readd your account to check if the issue has any difference(Control Panel>Mail>Show profiles>Add>readd your account).

Hope your issue would be resloved soon.


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Hi @BakerZack-6402,
Does this issue have any updates? If it has been resolved, please click "Accept as answer" to mark useful post or share your solution, your action would benefit others who have similar issues. If you have any questions or need further assistance, please feel free to post back. Thanks!

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Hi There @JadeLiang-MSFT

This feature cannot be tested in OWA as changing the subject of an email is a feature that is exclusive to Outlook or O365, which we do not have. (Unless there is an alternative way to do this I am not aware of)

I-It's happening with multiple users

-Outlook is updated to the latest of 2016. Again - this wasn't occurring in a previous shared mailbox but is occurring in a newly created shared mailbox

-Attempted to recreate the .OST and also attempted to change from Cached Exchange Mode both on and off to see if a difference is made, which there wasn't

-SafeMode is the same findings. The problem is intermittent still.

Let me know if this information helps or if there's a further test to try?

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Hi @BakerZack-6402 ,
Thanks for your update.
Considering the issue occurred on multiple users with this new shared mailbox, I think the issue may be related to this shared mailbox itself, in order to further confirm it, it's suggested to create a new shared mailbox and re-assign the permission to these users to check if the issue still occurred on the new shared mailbox. If it could work normally with the new shared mailbox, it's suggested to delete and re-assign the permission of the users to check. If that's invalid, maybe you could also try to convert the shared mailbox and convert back to check.
Hope that be helpful to you.


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Hi @JadeLiang-MSFT the process takes just a bit of time as we have a fairly large environment. I apologize for the delay in this but it will most likely be another 7 days or so until I can finalize our findings. Thank you!

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Hi @BakerZack-6402 ,
Are you still researching for this issue? If so, does it have any updates now? If it has any update, plese feel free to post back.

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JFH333-9285 avatar image
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JFH333-9285 answered JFH333-9285 edited

I use Outlook 365 at home on a single computer (not a large environment). When I open an email, and download pictures, then try to save the email by clicking the icon in the top-left corner, I usually receive a popup with that message "The item cannot be saved because it was changed by another user or in another window. Do you want to make a copy in the default folder for the item?" Occasionally the save just works, but usually the popup appears. Here are the steps I take to work around the issue:
1. Click No on the popup.
2. Click the X in the top-right corner to close the email.
3. Click No when prompted to save the email.
4. Open the same email again.
5. Download the pictures again.
6. Click the icon in the top-left corner again to save the email.
I also noticed a recent seemingly related issue with Outlook 365. Often when I open Outlook, I immediately am greeted with a popup that says something like "Some items were open when you previously closed Outlook..." which was not true.



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