Microsoft Alert: Service degradation – Users are unable to reply to email via Outlook on the web

11-05-2021 09:00:00 PM (BST)

Issue Reported: 07/05/2021 06:15:00 PM

Microsoft Reference : EX255041

Issue Status: RESOLVED

Issue Description: Users are unable to reply to email via Outlook on the web. 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.”

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

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: Microsoft have confirmed that incoming email is expected to contain a property value referred to as ChangeKey, which the replying email references when responding. Microsoft 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. Microsoft have confirmed that reverting the change has mitigated impact with impacted users. Service has been restored to normal.

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