Articles in this section

See more

Troubleshooting Email Signature Server Related Issues

Updated
Follow

About this article

This article is intended to serve as a troubleshooting guide for Templafy's Email Signature Server related issues for both internal and client IT teams. This guide will cover hands-on troubleshooting and step-by-step instructions to resolve the most common Email Signature Server related issues seen by our Templafy Support Team.

 

Generic Email Signature Server Issues:

 

Issues Specific to Client-Hosted Email Signature Server:

 

Prerequisites

 
  • Templafy Email Signature Server (Templafy-Hosted or Client-Hosted)

 

Duplicate Emails are Sent when Sending to Distribution Lists

There is a known issue that has been identified in Email Signature Server version 0.2.3.2552 that causes duplicates of the same email to be sent when sending to Distribution Lists. This issue has been addressed and resolved in Templafy's Email Signature Server version 0.2.3.2650, or newer. In order to resolve this issue, the Email Signature Server version will need to be upgraded to version 0.2.3.2650, or newer.

 

 

Encrypted Email Sent Through Email Signature Server is Received Illegible

Templafy's Email Signature Server supports the stamping of signatures on encrypted emails. However, Email Signature Server currently does not support the stamping signatures on emails that are encrypted prior to being processed by the Email Signature Server. If the email is encrypted before it reaches the Email Signature Server, the email will not be processed or stamped by the Email Signature Server and will be sent on to the final recipient without a signature being appended by the Email Signature Server.

Typically, the Templafy Email Signature Server mail flow rule in the Exchange Admin Center will include the 'Permission Controlled' exception that will catch and bypass some types of encrypted emails which can be viewed in the following article: Configure Office 365 Exchange to use Email Signature Server.

  1. Navigate to Exchange Admin Center
  2. Expand [Mail Flow] in the Left Hand Pane
  3. Select [Rules]
  4. Navigate to the Templafy Email Signature Server mail flow rule
  5. Edit the conditions of rule
  6. Ensure that the following exception is configured in the Templafy Email Signature Server mail flow rule:
    In the Templafy Signature Server mail flow rule, click the [+] button in the Except if section --> The message properties --> include the message type --> PermissionControlled



Create msip_labels bypass ESS mail flow rule

Without the 'Permission Controlled' exception, the mail flow rule can route encrypted email to the Email Signature Server, causing the email to be delivered illegible. However, this applies to out-of-the-box MIP encryption. If there are customized MIP encryptions in your environment, an additional mail flow rule will need to be added to your Exchange Admin Center. 

  1. Navigate to Exchange Admin Center
  2. Expand [Mail Flow] in the Left Hand Pane
  3. Select [Rules]
  4. Click [Add a rule] --> [Create a new rule]
  5. Add the following rule: 
    • Name: msip_labels bypass ESS
    • Apply this rule if: [The message headers...] --> [includes any of these words] --> [msip_labels] message header includes [true]
    • And: [The sender...]--> [is internal/external] --> the sender is located [InOrganization]
    • Do the following: [Modify the message properties...] --> [set a message header] --> set the message header [X-UnsupportedFormatByTemplafy] OR [X-ProcessedByTemplafy] to the value [true]

       
      • To determine whether to use the X-UnsupportedFormatByTemplafyorX-ProcessedByTemplafy header, choose the header that correlates to the exception in your existing Templafy Email Signature Server mail flow rule
    • [Save] the newly created rule
    • Enable the newly created rule and move to a higher priority than your existing Templafy Email Signature Server mail flow rule so that the new rule will be ran first

mceclip0.png

 

User is Not Getting an Email Signature Stamped when Routing through Email Signature Server

When email is routed through Templafy's Email Signature Server, the server will append the user's Templafy signature to the email if a Templafy signature has not yet been applied previously. In the scenario that a signature is not stamped on an email, there could be a few likely causes as listed below.

  1. The user is not in the scope of the Email Signature Server mail flow rule.
    • It may be beneficial to check the user's email to see if the Email Signature Server has actually processed the email. To do this, the headers in the email will need to be evaluated.
      1. Open the relevant .eml file
      2. Click [File] and [Properties]
      3. Copy the Internet Headers and paste into an Email Header Analyzer such as MX Toolbox Email Header Analyzer 
      4. Search for Templafy-EmailSignatureServer-Processed = true
         
        • The Templafy-EmailSignatureServer-Processed header indicates that the email has been processed by the Email Signature Server
        • Note: The Templafy-EmailSignatureServer-Version header indicates what version of Email Signature Server that is running
    • If the email has not been processed by the Email Signature Server, check to ensure that the user is in the scope of the mail flow rule.
      1. Navigate to Exchange Admin Center
      2. Expand [Mail Flow] in the Left Hand Pane
      3. Select [Rules]
      4. Navigate to the Templafy Email Signature Server mail flow rule
      5. Edit the conditions of rule
      6. If adding a specific user:
        • Select The sender... --> is this person --> add user
      7. If adding a Distribution Group, or Mail Enabled Security Group, of users:
        • Select The sender... --> is a member of this group --> add group and ensure user is in the group
  2. The user does not have a valid signature assigned.
    • If a user does not have a valid signature associated to their email address in their Templafy Tenant, the Email Signature Server will not register that there is a signature assigned to this UPN.
      1. Navigate to the Admin Center in yourtenant.Templafy.com
      2. Select [Email Signatures] in the left pane and select [Signatures] in the [Signature manager] tab
      3. Select the relevant signature and ensure that the user is in the scope of the signature via the [Target Users] or [Domain] tab

  3. The user does not have a complete user profile.
    • If a user is missing a required field in their user profile, the Email Signature Server will not stamp a signature as the profile will not be considered complete. Ensure that the user has a complete and valid profile. Please refer to to the following article to manage user profiles: How to Manage User Profiles
  4. A previous Templafy signature was manually deleted.
    • If a user composes an email via the Outlook Client or the Outlook Web Application with the Templafy Email Signature Add-In enabled and a valid email signature, a signature will be stamped at the bottom of the email prior to sending. In the occasion that the email signature is manually deleted by the user, it is likely that not all HTML table elements were deleted. If this is the case, the Email Signature Server will recognize these elements as the user's Templafy signature and will not stamp another signature. To avoid this, we strongly encourage that email signatures are not modified within the email to ensure that email signatures get stamped appropriately.

User's Emails are Sent to Spam

If emails that are being routed through Templafy's Email Signature Server are going to spam, it is likely that your SPF record does not include your Templafy Inbound Connector IP Address. Please refer to the following article on more information of adding the Inbound Connector IP Address to your SPF record: Configure Office 365 Exchange to use Email Signature Server.

It is crucial that your SPF record includes the Templafy Inbound Connector IP Address to ensure that mail does not get sent to spam and to also mitigate Microsoft from blocking this IP address. To check that your SPF record is valid, use the form at SPF-Record Lookup to search for ALL domains that are routed through your Email Signature Server's mail flow rule with the appropriate Inbound Connector IP Address.

 

Automatic Replies are Not Receiving an Email Signature

Templafy's Email Signature Server solution does not currently support signatures on Automatic Replies as Microsoft Exchange Online processes these messages differently than when sending a tradition email. If Automatic Replies are failing, it will be necessary to implement a new mail flow rule in your Exchange Admin Center to ensure that these messages are bypassing the Email Signature Server. Refer to the following article on how to allow Automatic Replies to bypass the Email Signature Server: Auto Forwarding Emails Failing with Templafy Email Signature Server.

 

Email Signature Logo is Replaced with Other Image when Forwarding from the Outlook App on iOS Device

When forwarding messages from the Outlook App on an iOS device, images in the email thread, including images in email signatures, may be replaced with incorrect images. This is due to a bug in Microsoft's Outlook Application with iOS 16. If this issue is occurring, please ensure that the latest version of the Outlook Application is being used as there was a recent fix put into place my Microsoft to resolve this issue.

 

Email Signature Server Does Not Stamp Email Signatures when Forwarding an Email as an Attachment

If an email signature does not get stamped to an email being routed through the Email Signature Server when forwarding an email as an attachment, ensure that the latest version of Email Signature Server is being used. A bug was discovered in prior versions of the Email Signature Server that caused this issue and was fixed in version 0.2.3.2521. Reference the following article for more information on the Email Signature Server versions: Templafy Email Signature Server Release Notes.

 

 

 

Recall Function is Failing

Messages that are processed Templafy's Email Signature Server are currently unable to be recalled due to Microsoft's inability to recall messages that have been routed outside of the Microsoft 365 organization. Microsoft is currently working to enhance the recall feature and can be monitored on the following Microsoft 365 blog: Cloud-based Message Recall in Exchange Online.

In the meantime, it is recommended that the email traffic through the Email Signature Server is optimized to exclude emails that have already been processed by Templafy’s VSTO and/or Web Add-In to reduce and mitigate recall failures. With this configuration, mail will only be processed by the Templafy Email Signature Server if necessary. The Email Signature Server traffic will then consist of users in the scope of the Email Signature Server mail flow rule that are sending from their mobile devices along with users who do not have the VSTO or Web Add-In enabled.

To make this adjustment, please follow the steps below:

  • Navigate to the Exchange Admin Center
  • Navigate to the Templafy Email Signature Server mail flow rule
  • Edit the conditions of rule
    • Change the header name in the exception from [X-UnsupportedFormatByTemplafy] to [X-ProcessedByTemplafy]

changeheaders.png

 

In addition to optimizing the traffic through the Email Signature Server, it is also recommended to add a new mail flow rule in your Exchange Admin Center that will keep recalled messages from being processed by the Email Signature Server.

  1. Navigate to the Exchange Admin Center
  2. Expand [Mail Flow] in the Left Hand Pane
  3. Select [Rules]
  4. Click [Add a rule] --> [Create a new rule]
  5. Add the following rule:
    • Name: [Exclude Microsoft recall messages from ESS by Subject]
    • Apply this rule if: [The subject or body] --> [subject includes any of these words] --> Recall:
    • And: [The sender] --> [is external/internal] --> [InOrganization]
    • Do the following: [Modify the message properties] --> [set a message header] --> [X-ProcessedByTemplafy]
  6. Save the newly created rule. Enable the new rule and set the rule to a higher priority than the original Templafy Email Signature Server mail flow rule to ensure that this rule is processed first.

 

 
  • Templafy Email Signature Outlook VSTO and/or Web Add-In are required for this solution
  • Templafy Email Signature Outlook web add-in is only available on Hive

 

Delivery Issues when Sending to a Large Distribution Group

When having delivery issues when sending email to a large Distribution Group through Templafy's Email Signature Server, it will likely reveal itself as a Non-Delivery Report with the following error: 451 4.7.500 Access Denied. This is usually triggered by higher volumes of emails being sent than usual. Microsoft can temporarily block the email with a technique called Graylisting. To understand this filter technique further, please refer to Microsoft's article: Error Code 451 4.7.500-699 ASxxx in Exchange Online.

The issue has been identified in Email Signature Server versions prior to 0.2.3.2750 that can cause email failure or duplicate emails to be sent when sending to a Distribution List. This has been addressed and resolved in Templafy's Email Signature Server version 0.2.3.2750. In order to resolve this issue, the Email Signature Server version will need to be upgraded to version 0.2.3.2750, or newer.

 

 

As an optional precaution to avoid this issue, please refer to the following article which lists several additional ways on How to Avoid Delivery Issues while Sending to Large Distribution Lists. If delivery issues are still occurring after all of the modifications are put into place from the previous article, please reach out to support for further support on this issue.

 

Duplicate Signatures Stamped in Email

In the instance that a duplicate signature is stamped in an email, it is likely that the native Outlook signature is enabled in your Outlook client. Templafy's Email Signature Server is able to detect signatures that are stamped by Templafy's VSTO Add-In or Web Add-In by the HTML headers in Templafy's signatures.

If an email has been stamped with a Templafy signature previously via the Outlook Client or Outlook Web Application and the email is processed by Templafy's Email Signature Server, the server will recognize that there is already an existing Templafy signature in the email and will not stamp a signature. However, if the native Outlook signature is inserted, the server cannot distinguish between the body of the message and the signature. Therefore, Templafy's Email Signature Server will stamp the Templafy signature, resulting in duplicate signatures. To ensure that there is only a single Templafy signature stamped on your emails, ensure that the native Outlook signature has been disabled and that only the Templafy signature is being used. Please reference the following article on How to remove the user created signatures.

 

Shared Outlook Calendar has No Accept Button

When a Shared Calendar invite is sent from the Outlook Web Application and is processed by and receives a signature from Templafy's Email Signature Server, it may interfere with the Accept button that is displayed in the Outlook Client.
In order to mitigate this issue, there are two solutions that can be implemented:

  1. If using Templafy's Web-Add In for the Outlook Web Application: Ensure that Templafy's Email Signature Server does not process mail that has already been processed by Templafy's Web-Add In for the Outlook Web Application.
    • Navigate to the Exchange Admin Center
    • Navigate to the Templafy Email Signature Server mail flow rule
    • Edit the conditions of rule
      • Change the header name in the exception from [X-UnsupportedFormatByTemplafy] to [X-ProcessedByTemplafy]

  2. Add an additional mail flow rule in Exchange Online to detect Shared Calendar invites based on the message header.
    • Navigate to Exchange Admin Center
    • Expand [Mail Flow] in the Left Hand Pane
    • Select [Rules]
    • Click [Add a rule] --> [Create a new rule]
    • Add the following rule: 
      • Name: Share Calendar Emails Bypass ESS
      • Apply this rule if: [The sender...] --> [is internal/external] --> the sender is located [InOrganization]
      • And: [The message headers...] --> [matches these text patterns...] --> [X-MS-SuggestedSharingAction] message header matches [\w*]
      • Do the following: [Modify the message properties...] --> [set a message header] --> set the message header [X-UnsupportedFormatByTemplafy] OR [X-ProcessedByTemplafy] to the value [true]

         
        • To determine whether to use the X-UnsupportedFormatByTemplafyorX-ProcessedByTemplafy header, choose the header that correlates to the exception in your existing Templafy Email Signature Server mail flow rule
      • [Save] the newly created rule
      • Enable the newly created rule and move to a higher priority than your existing Templafy Email Signature Server mail flow rule so that the new rule will be ran first. With the new mail flow rule set to a higher priority than the Templafy Email Signature Server mail flow rule, this will prevent Shared Calendar invites from being routed to Templafy's Email Signature Server and will also prevent a signature from being stamped to any Shared Calendar invites sent from the Web Outlook client. This will restore the "Accept" buttons when viewed from the Outlook Desktop app.

        mceclip0.png

Emails are Not Getting Delivered

If emails are not being delivered successfully (the sender receives an NDR [Non-Delivery Report] email) when being routed through the Email Signature Server, we recommend that you disable the Templafy Email Signature Server mail flow rule in the Exchange Admin Center to not further disrupt mail flow.

 

 

Email Signatures do not Reflect Changes in User Profile/Templates

If the most up to date email signature (reflecting current User Profiles and email signature templates) is not synchronized, please confirm the settings of your Blob Storage. If issues persist, contact support for further assistance. 

 

How to Download an .eml File for Troubleshooting

.eml files are e-mail messages saved by a mail client. These files contain the body content of an e-mail along with the subject, sender, recipient(s), date, and attachments.

  1. Open your mail client Outlook Online or Gmail web application
  2. Create a new message.
  3. Drag the e-mail that requires attention into the new message.
  4. The dragged e-mail will be added as an .eml attachment and can be downloaded or forwarded from there.

 

Azure Kubernetes Cluster Certificate Expired

For Templafy's Client Hosted Email Signature Server solution, certificates are used for authentication purposes in Azure Kubernetes Service (AKS). If not using an RBAC-enabled cluster, the certificate auto-rotation feature will not be enabled and will require manual rotation of certificates.

If the cluster certificate expires, this will cause the service to fail. The error for an expired certificate can be seen as the following error:

2023-01-31_14-30-41.png

To resolve this issue, the cluster certificates will need to be manually rotated. Please refer to Microsoft's article on how to Manually Rotate Cluster Certificates. To avoid any disruption in the mail flow, Templafy recommends that the Templafy Email Signature Server mail flow rule be temporarily disabled in the Exchange Admin Center. To disable the Email Signature Server mail flow rule, refer to this article on how to Bypass Email Signature Server. Once the certificates are successfully rotated and the cluster is up and running again, the Templafy Email Signature Server mail flow rule can be re-enabled to allow traffic to flow through the server as normal.

 

Related articles

 

 

  •  

Related articles

Comments

0 comments

Article is closed for comments.