Knowledge Base

How to troubleshoot problems with signing in to the signature management app

Problem:

You are unable to log in to the signature management app. You get the following error:

Error occurred during logon. Try logging in again. Failed to refresh access token.

Solution:

To resolve the problem, you need to clear all CodeTwo Email Signatures for Office 365 sign-in information in your environment. This is a multi-step process. Perform each of the following steps in the following order:

Remove CodeTwo applications from Azure Active Directory

To remove CodeTwo applications associated with CodeTwo Email Signatures for Office 365 from your Azure Active Directory, follow the steps below:

  1. Open the Azure portal and go to Azure Active Directory > Enterprise applications, as shown in Fig. 1.

Opening the Enterprise applications list.
Fig. 1. Opening the Enterprise applications list.

  1. Go to All applications and select a CodeTwo Email Signatures for Office 365... application to be removed (Fig. 2.).

Selecting a CodeTwo Email Signatures for Office 365 application.
Fig. 2. Selecting a CodeTwo Email Signatures for Office 365 application.

  1. In the new pane that opens, go to Properties, and click Delete (Fig. 3.).

Deleting a CodeTwo application associated with CodeTwo Email Signatures for Office 365.
Fig. 3. Deleting a CodeTwo application associated with CodeTwo Email Signatures for Office 365.

  1. Repeat steps 2 and 3 for all CodeTwo Email Signatures for Office 365 applications listed.

Remove all signature rule admins

If any users other than the global admin are authorized to use the signature management app, you should remove their access rights (you can add them again later). To do so:

  1. Log in to the CodeTwo Admin Panel.
  2. On the Dashboard tab, click Manage Tenant (ESIG 365 manage tenant button) and go to Signature rule admins (Fig. 4., item 1).
  3. Remove all removable users (Fig. 4., item 2).

Removing signature rule admins.
Fig. 4. Removing signature rule admins.

Learn more about delegating email signature management tasks

Update the Azure Active Directory cache

While in the CodeTwo Admin Panel, update the Azure AD cache in the following way:

  1. On the Manage tenant page of your tenant, go to User AD attributes & tokens.
  2. In the Azure AD cache section, click the Update cache manually now button (Fig. 5.).

Updating Azure Active Directory cache.
Fig. 5. Updating Azure Active Directory cache.

Once done, try logging in again to the signature management app.

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