About this article
This article is targeted towards admins or IT department trying to troubleshoot issues regarding the Templafy Email Signature from the VSTO Add-in.
Please ensure that all the following use cases are tested before escalating the issue further.
- Signature Styling is Overwritten
- Image is Displayed in an Incorrect Size
- Troubleshooting: Email Signature does not get created or updated
- Outlook does not Open or Save Signatures
- 'Roaming Signatures' is Enabled
- Microsoft VBA for Outlook Addin is Disabled
- 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.
Signature Styling is Overwritten
Microsoft Word themes can override email signature styling within Outlook Desktop (leagcy). Styles that are automatically applied by the document processor can be reset to prevent this issue. The below example describes how to reset styling for a hyperlink that gets overwritten.
- Within Outlook Desktop (legacy), type or insert your hyperlink as you would normally do.
- Open the Styles and Formatting pane;
- Format Text-> click on the expand icon of the Styles group
- or use the keyboard shortcut; CTRL+SHIFT+ALT+S
- Right-click on the Hyperlink entry in the Styles and Formatting pane and choose Modify…
- Change the font settings for your hyperlink.
- To change it for all new messages that you create; Select the option: New documents based on this template
- Press OK to apply the style changes and to close the dialog.
- Close the Styles pane via the close icon (X) in the top right corner.
Image is Displayed in an Incorrect Size
If the size of the uploaded image is not the same as the defined size of the image in the signature HTML, the image could default to its original sizing. In order to correct this, reupload an image with the same sizing as is defined in the signature HTML.
Troubleshooting: Email Signature does not get created or updated
Reset Windows Apps to Default Settings
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:
- Click on the Windows Start Button
- Navigate to Settings, and choose Apps
- On the left hand side, choose Default apps
- Scroll down and click on the grey button Reset
- Scroll up and choose Outlook instead of Windows Mail as the default Email app
Remove Old Signatures
Another set of troubleshooting steps to carry out is trying to remove leftover/old signatures. To do so, please follow below steps:
- Open File Explorer
- Navigate to the folder path of Outlook signatures:
- Create a new folder called e.g. “Signatures old”
- Copy paste all existing files and folders from other
%AppData%\Microsoft\Signaturesinto the new folder “Signatures old”
Ensure there are no Document Type Restrictions
The next set of troubleshooting steps to carry out is to ensure that no document type restriction are in place:
- Open MS Word.
- Click the File tab.
- Click Options.
- Click Trust Center, and then click Trust Center Settings.
- In the Trust Center, click File Block Settings. Ensure that the boxes for RTF Files and Plain Text Files are unticked.
- Download the attached HTM file test – Copenhagen at the bottom of this article
- Right click on it, then select Open with and choose Word
- You may be prompted with a message about default application, please select yes.
- 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.
- Please contact your local IT department if this conversion fails.
Outlook does not Open or Save Signatures
These sets of steps can help if Outlook does not save any manually created signatures or does not open if the Templafy VSTO Add-in is enabled. This is caused by Outlook not being able to access the folder containing the Outlook signatures.
- Open Windows search bar and type "Registry Editor"
- In the top search bar add the following path:
- Locate registry key named "Signatures" and double-click on it.
- Copy the "Value data" contents and save it in a notepad or another text editor.
- 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. Then 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 Templafy Support for further investigation. Steps to access VSTO log files can be found in the article below article "Find Templafy log files".
'Roaming Signatures' is Enabled
If Outlook Signature settings looks like the below screenshot, then Microsoft "Roaming Signatures" is enabled. Email Signature distributed through Templafy Desktop (VSTO add-in) will not work if Roaming Signatures is enabled. (Roaming signatures was made available from Office 365 version 2208)
In order to disable Roaming Signatures, follow the steps in the article below.
Microsoft VBA for Outlook Addin is Disabled
The VBA Outlook Addin is used for the insertion of the signature in New Emails and Replies & Forward emails as well for the Internal/External audience detection.
To check if the add-in is enabled, please:
- Open Outlook
- Click "File"
- Click "Options"
- Click "Add-ins"
- Select "Com Add-ins" in the dropdown beside "Manage" and then click the button "Go..."
- It should look like the below screenshot.
If you do not see the add-in in the window, try to open Outlook as an administrator and follow the above steps again.
If you still do not see the add-in, it can be reinstalled by an "Online Repair" of Office. A "Quick Repair" will not reinstall the VBA add-in.
If the add-in is still not installed after following the above steps, the Internal IT department will need to be contacted as Office can be installed without installing the VBA add-in. See the article below: