Sync Error - Clearing Cache not helping

Question

Hi there,

I am receiving a sync error in my Outlook for MAC. I tried clearing the cache as suggested on a few online sources, but it hasn't resolved the issue.

The message i am receiving is outlined below. Can you help?

DETAILS OF SYNC ERROR

Could not synchronize record: Stills to Exchange server: then my email address

followed by

A folder with the specified name already exists., Could not create folder 'Stills'.

followed by

Error code: 19887

Answer 1

I am user similar like you. I can try to help you.

First you did’t provide what Outlook for Mac version do you have?

I don’t know if you are using new Outlook or Legacy outlook. Because you did not share any information in your case.

If you are using new Outlook, switch back to legacy outlook and check result. https://support.microsoft.com/en-us/office/the-new-outlook-for-mac-6283be54-e74d-434e-babb-b70cefc77439

Answer 2

Hi there,

When do you think you'll be able to provide feedback on this issue?

Adrienne

Answer 3

Hi there,

When do you think you'll be able to provide feedback on this issue?

Adrienne

Answer 4

Hi AdrienneKak,

Good day.

Thank you for reaching out to Microsoft community. I am writing to follow up on this thread. I am really appreciating your precious time.

According to the description, before moving forward, could you please allow me to collect below information from your side to understand particular scenario?

1. May I please know what Outlook version are you using currently? About Office: What version of Office am I using? - Microsoft Support

2. May I please also know are you using Legacy Outlook or new Outlook experience on Mac?

Initially, I have asked for some information, because I was unable to find the above requested information in your thread description so that we can both understand particular situation. This information will help us for further analysis.

I will be waiting to your next update on it. In addition, I will further guide you accordingly.

Thank you for your valuable time and kind cooperation.

Sincerely

Vaidya Darpan

Answer 5

Dear AdrienneKak

I trust this message finds you well!

Thank you for reaching out to the Microsoft Community. Your inquiry is important to us, and I want to assure you that our team is actively investigating your situation. We recognize the significance of a timely resolution and will be providing an update on the thread accordingly.

Your patience and cooperation are highly appreciated, and we extend our gratitude for your understanding throughout this process.

Should you have any further questions or require additional assistance, please don't hesitate to reach out. We are here to help!

Best regards,

Kerry Chen | Microsoft Community Moderator