This message can't be sent because it no longer exists. It can only be discarded. Make sure you copy the contents of the message before you discard if you want to use them later.

Question

I am Using outlook Web and whenever I try to reply any thread mail under group , its throws below error.

"This message can't be sent because it no longer exists. It can only be discarded. Make sure you copy the contents of the message before you discard if you want to use them later."

Answer 1

Dear Antima,   

Thanks for your update! I sincerely apologize for the delay in responding to your feedback. 

I am truly sorry for the inconvenience and the negative experience this may have caused. 

Since you've already tried the steps we discussed but the issue still persists, I want to sincerely apologize that the solutions provided so far haven’t resolved the problem. I truly appreciate the time, effort, and patience you've shown throughout this process; your persistence is commendable and speaks volumes about your dedication to resolving the issue. 

As forum moderators, we don’t have access to the detailed logs or backend systems needed to troubleshoot this effectively due to privacy and security constraints. For that reason, the most efficient solution would be to contact Microsoft’s support team directly.     
A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis.     

• We sincerely recommend you try to create a support ticket from Microsoft 365 Admin Center>Support>Help & Support.

You can raise support ticket from: Microsoft 365 admin center   

For reference:  Get support - Microsoft 365 admin | Microsoft Learn 

• Phone Support: Microsoft provides customer service phone numbers based on your region. You can find the appropriate contact number here: Customer service phone numbers - Microsoft Support
• Contact a Reseller(if applicable): If your Office 365 subscriptions are managed through a federated partner or reseller and the Global Admin cannot open a service request, they should contact the reseller’s support provider. The reseller can assist with initiating the request and coordinating with the Office 365 support team.

Note: If you’re an end-user, please coordinate with your Office 365 Global Administrator to handle these steps.      

Once again, I sincerely apologize for the inconvenience you've experienced. I truly want to support you as best I can, so if you’re able to share the support ticket ID with me via private message after submitting your request, I’d be grateful. 

Having the ticket ID will allow me to follow up on your case, monitor its progress, and assist in ensuring it receives the attention it needs. 

Here are the steps to open View Private Messages:  

To view private email options, sign in to Microsoft Community> use the email account that posted this thread information to Microsoft Community> > click Profile in the upper-right corner, and then select My Profile.  

 

 

Thank you again for your patience and cooperation. I’m here to help every step of the way. 

Sincerely, 
Ruby-N- MSFT | Microsoft Community Support Specialist.

Answer 2

Hello Ruby,

Thank You for response.

PFB update.

1. Incognito threw same error.
2. Tried sign-in & sign-out , same error.
3. Tried clearing cached recipients , still not able to send .
4. I can send email to separate id's but not group.

Plus I can send email to same group DL via common Inbox but not the groups.

Answer 3

Hello Antima,   

I hope this message finds you well. 

I just wanted to follow up regarding the issue you reported earlier. I shared some possible solutions with you a few days ago, and I wanted to check in to see if they helped resolve the problem. 

If you're still experiencing the issue or need further assistance, please don't hesitate to let me know. I'm here to help and would be happy to continue supporting you. 

Looking forward to your response! 

Sincerely,  

Ruby-N- MSFT | Microsoft Community Support Specialist.

Answer 4

Dear Antima, 

I hope you have a good day. Thanks for choosing Microsoft Community.  

We're sorry to hear that you're experiencing this issue. Below are several steps you can take to help resolve the issue: 

1. Use a Private Browsing Session:  

• Start by ruling out any browser cache or extension issues.
• Open Outlook Web in an Incognito/Private window (e.g. press Ctrl+Shift+N in Edge) and try to reply/send the email again.

This bypasses stored data and add-ons that might interfere. If it works in private mode, the issue is likely related to your browser’s cache or extensions. 

If this solution has resolved your issue, I recommend returning to the main Edge browser page and clearing your browser cache. After that, please try accessing the service again to ensure everything is working smoothly. 

2. Sign out and sign-in your Outlook account 

Another helpful step is to sign out of your Outlook account and then sign back in. This can act as a quick refresh for your account and may help determine whether the issue still persists. 

Sometimes, session-related glitches can be resolved simply by re-authenticating your account. 

3. Clear Cached Recipient Entries:  

If the problem involves a particular contact list or group address, it might be a cached auto-complete causing the glitch. Clear the cached entry for that group in Outlook Web: 

• Start a new message in OWA and begin typing the group or list name in the To/Cc/Bcc field.
• When it shows up in the suggestions, click the “X” next to the suggestion to remove it from auto-complete cache.
• Now manually type the full email address or select the contact list from your people/contacts anew.
• Try sending the message again.

This forces Outlook to fetch a fresh, correct reference for the group. In a reported case, manually typing or re-selecting the group after clearing the suggestion resolved the error. 

4. Expand Contact Groups (Distribution Lists): If you are sending to a Contact Group/Distribution List, expand it to individual members before sending: 

• In the draft email, click the “+” or expand icon on the contact list address (if available) so that all member addresses are visible individually.
• Then hit Send.

This workaround has been shown to bypass the error; the email sends successfully when the list is expanded into individual addresses. Essentially, this avoids whatever problem the server has with the list object by treating them as normal addresses. 

Hopefully, these solutions can help you solve this issue. Please know that we truly appreciate your patience and understanding as we strive to support you. If none of these steps resolve the issue, please let me know and I’ll be happy to assist you further. Thank you very much for your understanding and cooperation. 

Best regards,  

Ruby-N- MSFT | Microsoft Community Support Specialist.