Troubleshooting Templafy Email Signature

About this article

This article is mainly targeted towards admins or IT department trying to troubleshoot issues regarding the Templafy Email Signature.

Please ensure that all the following use cases are tested before escalating the issue further.

• Email Signature does not get created or updated
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Prerequisites

• Before in-depth troubleshooting please contact your Templafy SuperAdmin / local IT department to ensure that there is an active Email signature for both new and reply emails. 
• Please ensure that the Templafy Desktop Client launched successfully, the user is logged in and the client is updated.
• Check if Templafy add-ins are enabled in an Office application.

Email Signature does not get created or updated

Use case 1

If the email signature doesn't get created or updated correctly, resetting Windows Apps to default settings (Windows 10) can be carried out. To do so, please follow below steps:

1. Click on the Windows Start Button
2. Navigate to Settings, and choose Apps
3. On the left hand side, choose Default apps
4. Scroll down and click on the grey button Reset 
5. Scroll up and choose Outlook instead of Windows Mail as the default Email app

Use case 2

Another set of troubleshooting steps to carry out is trying to remove leftover/old signatures. To do so, please follow below steps:

1. Open File Explorer
2. Navigate to the folder path of Outlook signatures: %AppData%\Microsoft\Signatures
3. Create a new folder called e.g. “Signatures old”
4. Copy paste all existing files and folders from other %AppData%\Microsoft\Signatures  into the new folder “Signatures old” %AppData%\Microsoft\Signatures\Signatures old

Use case 3

The next set of troubleshooting steps to carry out is to ensure that no document type restriction are in place:

1. Open MS Word.
2. Click the File tab.
3. Click Options.
4. Click Trust Center, and then click Trust Center Settings.
5. In the Trust Center, click File Block Settings. Ensure that the boxes for RTF Files and Plain Text Files are unticked.
6. Download the attached HTM file test – Copenhagen
7. Right click on it, then select Open with and choose Word
8. You may be prompted with a message about default application, please select yes.
9. Once the file is open in Word, navigate to File then Save as and change the file type to Rich Text Format (*.rtf). You might be prompted with Microsoft Word Compatibility Checker, please select Continue.
10. Please contact your local IT department if this conversion fails.

Use case 4

These sets of steps can help if Outlook does not save any manually created signatures or does not open if "Templafy Email Signature add-in" is enabled. This is caused by Outlook not being able to access the folder containing the Outlook signatures.

1. Open Windows search bar and type "Registry Editor"
2. In the top search bar add the following path: Computer\HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Common\General
3. Locate registry key named "Signatures" and double-click on it.
4. Copy the "Value data" contents and save it in a notepad or another text editor.
5. After saving the value, change it to "Signatures" and press "OK"

After the above steps are undertaken, please open Outlook and wait a moment until you see the Templafy notification “Your email signatures were updated” in the bottom right corner of Outlook. Than proceed to create a new email to confirm the signature is correctly created.

If the above steps are unsuccessful, please send the VSTO Outlook log files to support@templafy.com for further investigation. Steps to access VSTO log files can be found in the article below article "Find Templafy log files".

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