Troubleshooting Web Add-ins (Email Signature and Library)

About this article

This article explains Web add-in troubleshooting. Both when the web add-in has been deployed but also what to look out for before/during deployment of Web add-ins.

General information about Templafy Web add-ins can be found here: Templafy web add-ins (For MS Office on-prem, Online & Mac)

Sections in this article:

Pre-steps for troubleshooting Web Add-ins
What to do if the wrong web add-in is in the Office Application
No icon/web add-in present in Word, PowerPoint or Excel
Empty/blank Templafy Task pane
The Templafy Task pane is still blank/Not Showing after installing/reinstalling WebView2

Prerequisites

Prerequisites fulfilled for Web Add-ins deployment (Same applies for both Library and Email Signature).
Webview2 Installed. How to check for(and install) WebView2
Web Add-ins enabled under Email Signatures on the tenant (Only needed for Email Signature, for library it is only necessary to upload the manifest).
Make sure you are signed in to the correct Microsoft account that has access to the web add-ins

Pre-steps for troubleshooting Web Add-ins

Steps prior to troubleshooting would be to check if the correct Templafy web add-in/Icon in PowerPoint and Word is present:

If the following Icon is shown, then the web add-in needs to be uninstalled because it is the Microsoft store add-in (instructions further down):
The following icon is the correct one (check the manifest file for the exact name):

What to do if the wrong web add-in is in the Office Application

If the icon with the name: "Templates and Digital Assets" is present, then our Demo add-in has been installed. Please follow these steps to uninstall it:

Open Word, PowerPoint or Excel (Same procedure for these Office applications)
Click “Insert”
Click “Get Add-ins”
Click “My add-ins"
Click the three dots
Click “Remove”

If "Office Add-ins" look like what is shown below, then please proceed to get the correct web add-in installed (with the manifest file):

No icon/web add-in present in Word, PowerPoint or Excel

If no icon/web add-in is present in Word, PowerPoint or excel, then the deployed/Admin managed web add-in can be installed, following the steps below:

Open Word, PowerPoint or Excel (Same procedure for these Office applications)

Click “Insert”
Click “Get Add-ins”
Make sure that the middle selection “Admin Managed” is selected
Check that the “Templafy Company Te...” is visible
Then click the icon/add-in so it looks similar to below
- Then select "Add" and the web add-in will be installed

Empty/blank Templafy Task pane

If the following image below is seen and nothing is displaying in the task pane both for Word, PowerPoint and/or Excel, then Webview2 Runtime might not have been installed, or correctly installed.
Please follow the guide: How to check for and install WebView2 to make sure it is installed correctly.
If needed, here is the direct installation link to WebView2 Runtime.

A follow up to do regarding WebView2 is to check the Security info. To do that:

Click the white button with an arrow in it:
Click “Security Info"

Security info should look like the following on Window:

Runtime: Microsoft Edge = WebView2 is used and correctly installed and detected.

Runtime: Legacy = WebView2 is NOT used and is incorrectly installed and not detected.

The Templafy Task pane is still blank/Not Showing after installing/reinstalling WebView2

The below needs to be done for both Word, PowerPoint and Excel. It is the same in all Office applications. Doing it in one Office Applications is not enough, it needs to be done for all (Word, PowerPoint and Excel).

If the above is the case, then please follow these steps:

Click File -> Options
Then click “Trust Center” and “Trust Center Settings..."
In Trust Center Settings, then please click “Trusted Add-in Catalogs” and check off “Next time Office starts, clear all previously-started web add-ins cache”