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Troubleshooting Templafy Web Add-ins

Updated

This article is targeted towards client IT trying to troubleshoot issues regarding the Templafy web add-ins.

Please ensure that all of the following steps have been completed before escalating the issue.

  Prerequisites

  • Successfully deployed Templafy Web Add-in (can take up to 72 hours).

  Important

For the investigation of all email signature issues, please ensure that a recent Email Signature Synchronization has taken place.

Confirm requirements are met

Ensure prerequisites for running Templafy Web Add-ins are met.

  Note

For Outlook Web Add-ins, only five event-based add-ins can be actively running. Ensure the use of Templafy does not exceed this limit.

Reset automatic events (Email Signature Only)

  1. Open the Templafy Email Signature task pane.
  2. Click on the three dots ellipsis menu in the top right corner.
  3. Click on Settings.
  4. Ensure Disable automatic events is not enabled.
  5. Click Reset automatic events.
  6. Close Outlook and reopen to check signature insertion.

Check task pane behavior

Make sure to reproduce the error after enabling the settings / completing the reviews below.

Enable Mail Log Messages (Email Signature Only)

When troubleshooting, enabling mail log messages will output certain events in the console log. Logging is enabled on a per-user basis. To enable the logging, open the Email Signature Task Pane by clicking on the Templafy Email Signature logo. Then, select Settings under the three dots in the top right corner and enable the setting.

  Note

Mail log messages are only applied to new emails after the setting is enabled, so make sure to close the current email and start a new one before gathering the logs.

Review Console Logs

  Note

The below steps detail investigation into the Email Signature Web add-in. Reviewing the Console Logs and Network Communication should also be performed if there is an issue with Library Web Add-in, however, expect different requests.

From the Email Signature task pane, open the DevTools window:

Then, select the Console tab at the top to show generic console logs, logs generated by Templafy, and Microsoft Office logs. Look for any errors or warnings that may be causing issues.

Review Network Communication

Within the DevTools window, the Network tab contains many requests made by Microsoft, so filtering on the keyword templafy is suggested. Please look for the specific requests below:

  • runtime_settings - should return the list of Internal Domains for the customer. If the wrong domains or no domains are listed, make adjustments in Email Signature Settings section of your Templafy tenant.

  • manifest.json - should return the list of all signatures that were synchronized (can be found under emailSignatureDescriptors). If nothing is returned, ensure the user has been assigned to a signature and trigger a new synchronization.

If the issue cannot be resolved after the above steps are completed, please share the files gathered with Templafy Support.

Changing the User Profile does not change the signature

In this scenario, open the Email Signature task pane and review the Network communication requests:

  • manifest.json - should return the list of all signatures that were synchronized (can be found under emailSignatureDescriptors).
  • referencedImages.json - should return a series of images with base64 content. If some images are not visible in the signature, check the base64 content property. If the base64 cannot be converted to an image using an online tool, check the image in the tenant.
  • signature.html - should return the signature without rendered images. Check for the Preview and verify the signature.

Blank Templafy task pane

If a blank task pane appears, please refer to Step 1: Confirm Requirements are Met to ensure WebView2 was correctly installed/repaired. If that did not solve the issue, please continue with the following:

  1. In the affected Office application, click File > Options.
  2. Click Trust Center > Trust Center Settings.
  3. Click Trusted Add-in Catalogs and enable Next time Office starts, clear all previously-started web add-ins cache.
  4. Click Ok.

Duplicated signatures

If multiple signatures are being inserted, please ensure the email is in HTML format instead of Plain Text format.

 Important

  • Templafy cannot always identify if a signature has been inserted in a Plain Text format email, thus resulting in insertion of multiple signatures. Only under the following conditions will only one signature be inserted in Plain Text emails:
    • The email body is unchanged, with the signature inserted at the beginning of the body.
    • The exact same signature is inserted (based on recipients/User Profile/new or reply).

Web Add-in is not visible in Office applications

If the Templafy Web Add-in is not automatically available in the ribbon of the desired Office application, follow the steps below:

  1. Open the desired Office application.
  2. Select Add-ins followed by More Add-ins from the ribbon.
  3. On the navigation bar at the top, select Admin Managed.
  4. Select the desired Templafy Web Add-in and press Add.
  5. If the Add-in is still not visible, please ensure your Ribbon layout is Classic instead of Single Line.

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