FAQ's for customer IT Help desks

About this article

This article is aimed at helping customers and customer IT help desk troubleshoot issues and find solutions to known or common issues, before escalating the issue to Templafy. This article also provides an overview of this escalation process. Sections in this article: 

• Overview of responsibilities
• Templafy support levels
• Technical Support
  • Technical Support quick help: Level 1
  • Technical Support quick help: Level 2
• Content Support

Prerequisites

Overview of responsibilities

To assist your IT support help desk team with the transition of handling Templafy, we have provided a summary of the expected responsibilities below: 

• have access to Templafy - https://tenantname.templafy.com/admin/ (as Owner role)  
• have rights to provision new users to access Templafy via SSO
• have an understanding of the customer's IT infrastructure to support users with troubleshooting
• have an understanding of the Templafy support flow as described below
• documenting and applying this process internally 

Templafy support levels

In Templafy we differentiate between Technical Support and Content Support and have streamlined a clear process for both levels: 

Technical Support

When Templafy software is not working as intended, please follow the process below to allow all inquiries to go through customer's own IT department, before escalating the issue to Technical Support in Templafy. For clarity: 

• Level 1: Instruct users to contact your internal IT department first for investigation and resolution.
  
  
• Level 2: If the Internal IT is unable to resolve the issue, they should submit a support ticket to Templafy Support using the following link (how to submit a support ticket)
  
  

Technical Support quick help: Level 1

• Technical issues: Level 1 
  • Is the user on PC or Mac? 
  • For an authentication issue, provide the Templafy Desktop log file for that day: Templafy Desktop > Troubleshooting tab > 'Show log files.' 
  • An issue with the Templafy Add-in, provide the VSTO add-in log for that Office application: Templafy Desktop > Modules tab > 'Show log files. 
  • Has the user checked to see if the add-in is enabled/disabled in the Office application (Office application > File > Options > Add-ins > Comm add-in)? 
  • Has the user tried restarting the Office application or their computer? 
  • Provide recreation steps.
  • Provide Office version (Office application > File > Account)
    
    
• Content issues: Level 1
  • In what Office application and which piece of content/asset (PowerPoint presentation, slide, slide element, e-mail signature, etc.

Technical Support quick help: Level 2

• Common issues: Level 2
  • Add-in is missing: verify if the add-in is active or inactive: Troubleshooting: Add-ins are missing in Office
  • Performance issue, add-ins take more than 5-sec long time to load: few factors can affect the loading time of the application: 
    • • Other add-ins 
      • The number of applications open at the same time 
      • The computing power / how fast the computer is. 
      • As a first step, please ask users to restart their machines 
  • Templafy Library add-in is not in Outlook online or Outlook on Mac: it is expected because of the feature differences between VSTO and Web add-ins: please check Which templates and assets are available where?
  • WebView2 fails to load in Office Add-ins, with different monitor scaling setting

• General issues: Level 2
  • Please refer to our Technical FAQ for common inquiries.

• Authentication issues: Level 2
  • Add all required users to the authentication app in Azure.
  • Ensure the user has SSO access through SAML2.
  • Confirm that the user has not been manually invited to Templafy.

• Office add-ins issues: Level 2
  • If Templafy software is not functioning correctly, try restarting the office applications or rebooting the system.
  • Make sure Templafy's prerequisites are met before installation.

• Email Signatures issues: Level 2
  • For email signature issues, restart Outlook and follow the onboarding guide. 
  • Add all required users/groups to the Exchange rule to set up the email signature server. More information can be found here.
  • If you encounter any deployment issues, deploy MSI to all users and monitor the installation process. Additionally, debug any deployment issues that may arise.

• Platform issues: Level 2
  • To check the status of Templafy and subscribe to updates, click here 
  • For product updates & release notes, click here

• Templafy Desktop issues: Level 2
  • Templafy Desktop is the program responsible for configuring and maintaining the Templafy Add-ins
  • It is a small bootstrap program that silently runs on every user’s machines 
  • It performs authentication of the user (via single sign-on through Azure AD), displays information about the add-in versions, has shortcuts to log files, and connects to the tenant if new versions of the add-ins need to be configured
  • Can be found when searching “Templafy Desktop.”
    
    

• • Finding logs:
    
    

Content Support 

If you need assistance with content configuration or ongoing improvements, contact your content Admin. They are experts in Templafy templates and deeply understand your environment. 

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