Users experiencing Templafy access issues (DNS and certificate related)

Updated December 15, 2025 09:10

This article covers the scenarios and steps to take to resolve Templafy access issues after the mitigation of the DNS incident which occurred on 12th December 2025 - https://status.templafy.com/incidents/yz8573tm9kln.

What happened

On 12th December 2025 at 09:11 CET, a Templafy access problem started when a DNS change was made that inadvertently moved templafy.com domain to a different nameserver. This change resulted in invalid SSL certificate prompts and a loss of access to Templafy. On 12th December 2025 at 09:35 CET, the DNS configuration was reverted back. Many Templafy users regained access to Templafy automatically however it has been established that in some cases, manual intervention may be required to solve continued access issues.

Manual intervention

There are two areas of manual intervention where one is related to DNS caching and the other is related to the wrong certificate having been issued. The steps below should help establish and resolve the continued access issues.

DNS check

Steps to take here are:

Windows Device

Press Windows Key + R.
In the Run window, type cmd and click OK.
Type nslookup -type=NS templafy.com and press Enter.

Ensure templafy.com domain points to Azure DNS instead of Cloudflare.

Mac device

Press Command (⌘) + Space to open Spotlight Search.
Type Terminal and press Enter.
Type nslookup -type=NS templafy.com and press Enter.

Clearing of DNS and Certificate Cache

Clearing Browser cache

These steps are applicable for both Microsoft Edge and Google Chrome and need to be conducted to clear still referenced browsing data.

Press Ctrl + Shift + Delete.
Select 24 hours for the time range.
Check/ toggle active all checkbox all data (you may need to scroll down to reveal more browsing data).
Click Clear now.

Clearing Add-ins Certificate Cache

These steps are for Windows users where the Templafy VSTO Add-ins are being used.

Close Microsoft Office applications.
Open File Explorer.
Copy and paste the below locations and for each, delete the EBWebView folder:

%localappdata%\Templafy\AddIns\PowerPointVsto\WebView2\

%localappdata%\Templafy\AddIns\ExcelVsto\WebView2\

%localappdata%\Templafy\AddIns\WordVsto\WebView2\

%localappdata%\Templafy\Desktop\WebView2\

Should users continue to have Templafy access issues specifically seeing screenshots similar to those in this article, please submit a Templafy support ticket.