FAQs for Customer IT Team

About this article

The purpose of this article is to guide 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 the End-User
  • Reproduction
  • Affected Users
  • Template (Configuration) Issues
  • Single Sign-On
• Possible Issues
  • Add-in is Missing
  • Performance Issues
  • Templafy Library Add-in is not in Outlook Online or Outlook on Mac
  • Authentication Issues
  • Email Signature Issues
  • Platform Issues
  • Templafy Desktop Install/Uninstall Issues
  • Latency Issues

General Troubleshooting Questions

For the End-User

• Is the user on a PC or 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 > Comm add-in)
• Access Templafy log files

Reproduction

• How many users can reproduce the error?  
• If reproducible for multiple people, but not all, what is the common denominator for those people?
• 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

• 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? 

Template (Configuration) Issues

• Can the error be reproduced with different User Profile or Form field selections?

Single Sign-On

• Can the affected user(s) login in the browser (WebApp)?
• Check if there are no issues with Microsoft accounts

Possible Issues

Add-in is Missing

Performance 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

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.

Authentication Issues

• Add all required users to the authentication app in Microsoft Entra ID
• Confirm that the user has not been manually invited to Templafy

Email Signature Issues

• Ensure users have followed the onboarding guide

Platform Issues

• Check the status of Templafy and subscribe to updates 
• Monitor product updates & release notes

Reference:

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"

Latency Issues

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

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

The speed test below can also be utilized to check for a latency issue within your organization.

Reference:

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