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Signatures are not added to emails in Office 365

Problem:

Signatures created via CodeTwo Email Signatures for Office 365 are not added to emails.

Solution:

There might be several reasons why your messages are not stamped with signatures. The most common causes and recommended solutions are described below.

A message sender is not included in the program's outbound connector

This problem occurs when there is a mismatch between the senders you defined for the program's outbound connector and the senders you indicated in a signature rule.

During the configuration of Exchange Online connectors for your tenant, you specify users (senders) whose emails should travel through the CodeTwo Email Azure Service. This setup (Fig. 1.) concerns the program's outbound connector and the associated transport rule. 

Remember that if you want to have signatures added to your internal emails, you need to additionally select Apply signatures also to internal messages (sent between the users of this tenant) in the 3rd step of the connectors wizard, as shown in Fig. 1. below. Without this setting, no internal message will be stamped with signatures. Only the outgoing (external) emails from specified senders (e.g. the Finance Team in the figure below) will be routed through the CodeTwo Email Azure Service.

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Fig. 1. The connectors configuration wizard in the User Panel.

When the users you specified send messages, the CodeTwo Email Azure Service checks them against your signature rules and adds signatures only to emails that match the conditions defined in these rules. If you create a signature rule with the Senders condition (Fig. 2.) defined for users who are not included in the outbound connector, their emails will not receive any signatures.

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Fig. 2. Configuration of the Senders condition in the Admin Console.

Such a mismatch is shown in the figures above: the rule adds signatures only to users from the Engineering group (Fig. 2.), but only emails of users from the Finance Team are forwarded to the CodeTwo Email Azure Service to get signatures (Fig. 1.).

To solve this problem you need to reconfigure the connectors to extend the scope of senders. You can do it manually or via the connectors configuration wizard. To launch the wizard, open the User Panel's Dashboard or Tenants tab and click the Manage tenant (ESIG for O365 settings button2 13px) button next to the name of your tenant. Select Exchange Online connectors from the left menu and click Configure connectors, then follow the steps described in the user's manual.

You do not have enough licenses and some users do not get signatures

If some of your emails are stamped with signatures while the others are not, you might have exceeded the number of your licenses. Such a situation happens when you configured the program's connectors incorrectly and the scope of senders (see Fig. 1.) is too wide - it covers more users than the number of licenses you purchased.

Every sender whose email travels through the CodeTwo Email Azure Service uses one license from your license pool, no matter if the sender is defined in any signature rule. Learn more

To solve this problem you need to buy more licenses or reconfigure your connectors - narrow the scope of senders so that only the users who require email signatures are included. To launch the connectors wizard, open the User Panel's Dashboard or Tenants tab and click the Manage tenant (ESIG for O365 settings button2 13px) button next to the name of your tenant. Select Exchange Online connectors from the left menu and click Configure connectors, then follow the steps described in the user's manual. If necessary, you can also reconfigure the connectors manually.

You can check the number of used licenses and which accounts are using them on the Manage tenant pages in the User Panel. See this article for details.

Users recently added to a distribution group do not get signatures

You recently added new users to a distribution group/list that contains people in your organization whose emails are stamped with signatures. These new users do not get signatures.

During the configuration of Exchange Online connectors for your tenant, you specified users (senders) whose emails should travel through the CodeTwo Email Azure Service to receive signatures. If you configured the program to process messages sent to a distribution group/list (see Fig. 1. earlier in this article), you need to remember that:

Each time you modify a distribution group (e.g. add new users), it can take from a few minutes to a few hours for the changes to propagate in your Office 365. Email signatures created in the program might not be added to messages sent from new users during that time.

Your message does not meet the conditions/exceptions of a signature rule

When you create a signature rule, you define various conditions that need to be fulfilled on the Senders, Keywords and Email direction tabs. By default, all of these conditions have to be fulfilled to trigger a rule and add a corresponding signature. In other words, if at least one condition is not fulfilled, an email will not be stamped with a signature.

If your signatures are not added to your email, please review the Senders, Keywords and Email direction conditions to make sure that the message fulfills all of them.

As for the exceptions defined in the program, remember that a signature rule is suppressed for each exception individually.

Learn more about conditions and exceptions

You did not design the signature template for all formats (HTML, RTF, Plain Text)

By default, the built-in signature editor opens on the HTML tab (Fig. 3.) that allows you to design a signature for most email clients. However, messages can also be sent in RTF (e.g. meeting requests) or Plain Text (e.g. emails from mobile devices). Always prepare your signature templates in all of these formats to be sure that these signatures will always be added.

You can use the Convert button available on the editor's toolbar (see Fig. 3.) for easy conversion between various formats.

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Fig. 3. The built-in signature editor.

If you prefer to add HTML signatures also to emails sent in Plain Text, you can force the program to convert Plain Text emails to HTML. Learn more

Your message type is not supported

The following email types are currently not supported by the program and will not be stamped with signatures:

  • Out of Office messages (autoreplies),
  • digitally signed and encrypted messages (e.g. S/MIME, PGP or OpenPGP such as GPG) on the client's side,
  • messages sent as distribution groups/lists,
  • messages sent from aliases (using an alias as the email sender).

For more information, see supported platforms and requirements.

Initial synchronization of the program is not complete

If you configure the program for the first time for your tenant, remember that some of your emails might not get signatures until the initial synchronization is over. The application needs to save the required AD attributes of your users in an internal cache called the Azure AD cache (read more in this article). The service holds a local copy of your Office 365 (Azure) Active Directory properties to instantly add AD placeholders to email signatures, without the need to constantly query your Active Directory. The first syncing process might take a while. You can check the status of initial synchronization in the User Panel: enter the management pages of your tenant by clicking the Manage tenant (ESIG for O365 settings button2 13px) button next to the tenant's name, then select User AD attributes from the left menu. If you can see the date of the Last cache update (as shown in Fig. 4.), this means that the syncing is finished.

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Fig. 4. The status of the Azure AD cache synchronization.

If the AD attribute synchronization is still in progress, you will see no date or the following information: The first synchronization is in progress (see Fig. 5.). Until the process is completed, your users might not get email signatures.

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Fig. 5.
Initial synchronization in progress.

Your free trial period or subscription expired

If your free trial version or your paid subscription plan expires, no email signatures will be added to your emails. You need to buy/renew your subscription. To learn how to check the status of your subscription and how to buy/renew a subscription, visit the Licensing section of the user's manual. 

  • Applies to: CodeTwo Email Signatures for Office 365 1.x
  • Categories: Troubleshooting
  • Last modified: 2017-07-05
  • Created: 2017-02-22
  • ID: 618
  • Keywords: problems with signatures, office 365 signatures
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