Manage Signatures App & Custom Attributes Sync App startup and login problems

Problem:

You are not able to start or log in to the Manage Signatures App or Custom Attributes Sync App, and the application shows various error notifications.

Solution:

Use the links below to learn about the most common issues and recommended solutions.

Startup problems:

Login problems:

Startup problems

When you launch the Manage Signatures App or Custom Attributes Sync App, a pop-up window appears (Fig. 1.) and informs you that the application cannot be started.

638-1
Fig. 1. A notification displayed when you launch the Manage Signatures App.

When you click Details, a log file opens, where you can check what type of error has occurred in the ERROR SUMMARY section. See the sections below to learn more.

Application cannot be started (Access is denied)

If the application cannot be started and the following error is displayed in the ERROR SUMMARY section of the log file:

Access is denied. (Exception from HRESULT: 0x80070005 (E_ACCESSDENIED))

this means that you do not have permissions required to launch this type of ClickOnce application. To run CodeTwo Email Signatures for Office 365 on your computer, you need to have permissions to write/modify these two directories:

  • %localappdata%\Apps\2.0
  • HKEY_CURRENT_USER\Software\Classes\Software\Microsoft\Windows\CurrentVersion

To fix the problem, you need log in to your Windows with an account that has the above permissions, and relaunch the application.

Learn more about file and folder permissions

The deployment identity does not match the subscription

If the application cannot be started and the following error is displayed in the ERROR SUMMARY section of the log file:

The deployment identity does not match the subscription.
System.Deployment.Application.DeploymentException (SubscriptionState)

then the problem might also be related to your Windows account - see this section for guidelines. If your account meets the requirements but the issue persists, try the following:

  • create a new local Windows profile (without any Microsoft Live account)
  • log in to your computer using this profile and then install and start the app.

If you're still not able to launch the app, contact us.

Errors that appear when the application is downloaded

You are not able to download and install the application, and one or more errors appear in the log file:

- Downloading <application's URL> did not succeed.
- The underlying connection was closed: An unexpected error occurred on a send.
- Unable to read data from the transport connection: An existing connection was forcibly closed by the remote host.
- System.Deployment.Application.DeploymentDownloadException (unbekannter Untertyp).
- '<URL>' konnte nicht gedownloadet werden.

These errors might be caused by the security settings in your environment. To solve these issues, you need to:

  1. Make sure that HTTPS connections are open for the following hosts:
    • centralv2-emailsignatures-cloud.codetwo.com
    • au-smtp-emailsignatures-cloud.codetwo.com
    • ca-public-emailsignatures-cloud.codetwo.com
    • us1-public-emailsignatures-cloud.codetwo.com
    • eu1-public-emailsignatures-cloud.codetwo.com
    • eu2-public-emailsignatures-cloud.codetwo.com
    • eu5-public-emailsignatures-cloud.codetwo.com
    • uk1-public-emailsignatures-cloud.codetwo.com
    • westeu1-public-emailsignatures-cloud.codetwo.com
    • westus-public-emailsignatures-cloud.codetwo.com
  2. If you connect via a proxy server, either ensure that the proxy connection satisfies the authentication requirements, or disable this connection.

Login problems:

Error 407: Proxy Authentication Required & Error 502: Bad Gateway

When you log in to the Manage Signatures App, you get an error similar to the one below (407 or 502):

Error occurred during logon. Try logging in again. An error occurred while sending the request. The remote server returned an error:
(407) Proxy Authentication Required. / (502) Bad Gateway

This problem appears when the program cannot connect to the CodeTwo Email Azure Service. The connection might be blocked by your firewall or other applications.

To solve the problem, try the following:

  1. Make sure that HTTPS connections are open for the following hosts:
    • centralv2-emailsignatures-cloud.codetwo.com
    • au-smtp-emailsignatures-cloud.codetwo.com
    • ca-public-emailsignatures-cloud.codetwo.com
    • us1-public-emailsignatures-cloud.codetwo.com
    • eu1-public-emailsignatures-cloud.codetwo.com
    • eu2-public-emailsignatures-cloud.codetwo.com
    • eu5-public-emailsignatures-cloud.codetwo.com
    • uk1-public-emailsignatures-cloud.codetwo.com
    • westeu1-public-emailsignatures-cloud.codetwo.com
    • westus-public-emailsignatures-cloud.codetwo.com
  2. If you connect via a proxy server, either ensure that the proxy connection satisfies the authentication requirements, or disable this connection.

Error AADSTS50020: User account does not exist in tenant

You are not able to log in to the Manage Signatures App. The following (or similar) error is displayed:

AADSTS50020: User account '<account name>' from identity provider '<provider>' does not exist in tenant 'CodeTwo Sp. z o.o. Sp.k.' and cannot access the application '<application ID>' in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account.

This error occurs if you have two Microsoft accounts with the same email address, and you used your personal Microsoft (Office 365) account to log in. You need to choose your work account instead.

To solve the problem, log in to the Manage Signatures App again, and when the Microsoft's sign-in page appears and you're asked to choose which account you want to use, select the following account type: Work or school account (Fig. 2.).

Account type window
Fig. 2. The account type prompt in Office 365.

Multiple errors that start with: WebApiResponseException: One or more errors occurred

If you are not able to log in to the Manage Signatures App, and an error notification appears that includes multiple error messages and starts with:

EmailSignatures.Console.Services.WebApiProxy.WebApiResponseException: One or more errors occurred.
--- End of stack trance from previous location where exception was thrown ---

then try refreshing the OAuth 2.0 access tokens for your tenant in CodeTwo Admin Panel, as described in the user's manual.

Error: An error has occurred in the script on this page

When you log in to the Manage Signatures App with an account that has multi-factor authentication (MFA) enabled, you get the following error notification:

An error has occurred in the script on this page.

even though there are no scripts in your email signatures. This problem is most probably caused by your firewall settings. To fix it, make sure that your firewall is configured correctly and does not block the Microsoft's scripts and websites used for the MFA login.

See also:

Problems with installation of the CodeTwo Email Signatures for Office 365 desktop applications