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FAQs for Customer IT Team

This article guides IT teams on the right track when it comes to troubleshooting Templafy related issues. It’s purely for generic purposes, but it covers hands-on troubleshooting steps for different technical areas.

General Troubleshooting Questions

For end-user's related issues
  • Is the user reporting the issue on a PC or a Mac?
  • What error message is shown?
  • Has the user tried restarting the Office application or their computer?
  • Has the user checked to see if the add-in is enabled/disabled in the Office application?
    • (Office application > File > Options > Add-ins > COM Add-in)
  • Access Templafy log files.
Reproduction of the issue
  • Is the issue/error reproducible by more users?
  • If it's reproducible for multiple users, but not all, what is the common denominator for them?
  • If there’s clear reproduction steps to trigger the error, what steps were taken, and can you share video or images to showcase the issue?
Affected users & scope
  • How many users are affected?
  • If more than one user is affected, what operating system, office version, add-in version etc. are the users running on?
Single Sign-On & Access
  • Can the affected user(s) login in the browser (WebApp)?
  • Check if there are no issues with Microsoft accounts.
Specific to template (configuration) issues
Can the error be reproduced with a different User Profile or Form field selections?

Possible Issues

An Add-in is missing
Follow the steps in the article, Troubleshooting VSTO Add-ins are missing in Office.
Performance related issues
Add-ins take more than 5-sec long time to load. This can be caused by:
  • 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.
Authentication & Access issues
  • Add all required users to the authentication app in Microsoft Entra ID.
  • Confirm that the user has not been manually invited to Templafy.

For more details check the Authentication and User Management FAQ.

Email Signature related issues
Ensure users have followed the onboarding guide.
Platform availability issues
Network & latency issues

Templafy's latency largely depends on Microsoft's Azure Networks. The following clusters are used by Templafy and their latency within various locations can be determined via the article below.

  • West Europe
  • East US
  • Australia East
  • Canada Central

The Azure Speed Test can also be used to check for a latency issue within your organization.

Templafy Library Add-in is not in Outlook Online or Outlook on Mac
Mac/Outlook Online requires the Web Add-in. Ensure the Web Add-in is being used instead of the VSTO Add-in.

For more details about the availability of templates and assets, check the article which templates and assets are available where.

Templafy Desktop Install/Uninstall issues
If any issues arise during the installation/uninstallation of TemplafyDesktop.msi, please add the below switch to add logging which will help to troubleshoot the installation.
/lvd* "log.txt"
data deployment document tech_role
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