Users cannot categorize, flag, unread/read emails.

Question

Hi Everyone,

We have been suffering from a recurring problem which makes work miserable for users. Users can't flag, categorize emails in shared mailboxes. 90% of the times they get the "The function cannot be performed because the message has been changed" message. The messages weren't modified for sure, it also happens with emails just received. The shared mailboxes in question are used by more than 20 users and only one of them needs to flag and categorize emails but she can't, only in OWA which is not a solution. I know there are plenty of similar topics with the same question but non of them brings a long term solution. A few emails can be flagged but no more.

Things we tried so far:

• Uncheck 'When a reply modifies a message, don't move the original',
• uncheck all options under Conversation Clean Up
• SARA tool,
• Remove add-Ins,
• Quick repair, online repair,
• Complete uninstall then install,
• Turn Off Autosave,
• recreate mail profile.

I think that's it. Does anyone know a workable solution?

Thanks!

Answer 1

Hi

Do you have any other ideas we can try?

Answer 2

Hi Paul,

Sorry for the delay. I talked to the client yesterday and she said that sometimes it works sometimes not. Same as before. She has noticed that whenever she wants to flag or categorize an email, if the email is selected she gets the "The function cannot be performed because the message has been changed" message and she has to restart Outlook and flag the email without clicking on it first.

Answer 3

Dear Sparrow007,

Good day! We are following up this thread to see if you have further concerns on this topic, have you talked to the client with the provided instruction?

Your patience and cooperation are much appreciated.

Sincerely,

De Paul| Microsoft Community Moderator

Answer 4

Hi Paul,

Thank you for your answer.

1. The client is using version 2308 (16731.20170)
2. I checked the link and I think is not relevant for us. They only flags and categorizes incoming emails.
3. It was already unchecked. I checked it > restart then unchecked it and restart Outlook.
4. Now I turned off email antivirus within Panda AD 360 for the next 24 hours.
5. Now I removed and readded the affected shared mailboxes.

I'll talk to the client tomorrow about what she has experienced as I've tweaked a few things and see what she says.

Answer 5

Dear Sparrow007,

Good day! Thank you for posting to Microsoft Community. We are happy to help you.

Based on your description, I understand that you have a query "Users cannot categorize, flag, unread/read emails."

I'm sorry to hear that you've been experiencing this issue. Generally, "The operation cannot be performed because the message has been changed" error happens when you try to perform actions on messages while Outlook is syncing with the server. Based on the troubleshooting steps you've already taken; it sounds like you've covered most of the common solutions.

1. What version of Outlook are you using? See What version of Outlook do I have? (microsoft.com)
2. Have you checked the resolution in The operation cannot be performed because the message has been changed?
3. Could please check by opening Outlook > File > Options > Mail > Under Conversation Clean up, Uncheck "When a reply modifies a message, don't move the original" > Restart Outlook (if is already unchecked, check it Restart Outlook, Uncheck it and Restart Outlook)
4. Have you tried disable any third-party antivirus or security software temporarily to see if it's interfering with Outlook's functionality. Have you
5. Have you tried removing and readding the delegate permission to the affected user to check if it works?

We look forward to hearing from you; Please understand that our initial reply may not always immediately resolve the issue. However, with your help and more detailed information, we can work together to find a solution. Thank you for your cooperation.

Sincerely,

De Paul | Microsoft Community Moderator