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How to troubleshoot - Signature is not applied

Payal Arya
  • Updated

Scenario

You have enabled a signature and sent an email, but you notice that the signature is not visible or it is not applied on the received email.

You may have also tested it using the Signature Tester, but you don't get the same results when you send a live email.

Reason

A common reason for this issue is that a group has been specified when creating the transport rule and connectors via the Exclaimer Cloud portal, and the user in question is not a member of the specified group.

This issue can also occur if there is a difference between the user's primary SMTP address and their mail field in Microsoft 365. The Microsoft 365 mail field should match their primary SMTP address. However, we occasionally see cases where the Microsoft 365 mail field contains incorrect data (typically in hybrid environments or where AD sync is used).

Resolution

There are three possible solutions for this issue - please click on the required options listed below to go through the detailed description:

Option 1: Synchronize data manually

Perform a manual data synchronization to ensure that users and group memberships are synchronized from Microsoft 365.

To do this:

  1. Log into the Exclaimer Cloud portal and launch your subscription.
  2. From the left-hand pane, click Configuration, then select Manage User Data.

  3. From the right-hand pane, under Start Synchronization are the relevant options.
    For detailed information on how to do this, see Authorize and Synchronize.

     
Option 2: Check the conditions of the Microsoft 365 transport rule

The sender must meet the conditions of the Microsoft 365 transport rule, which redirects the message to Exclaimer Cloud.

If the email message is not redirected, Exclaimer Cloud won't process it and no signature will be applied.

To check the current conditions of the Microsoft 365 transport rule, follow the steps below:

To complete the steps described below, you will need:
Microsoft 365 Global Administrator credentials
  1. Sign in to the Exchange Online admin portal (https://admin.exchange.microsoft.com) as an Administrator.

    The Exchange admin center is displayed.

  2. From the left-hand navigation menu, select Mail flow, then select Rules.

  3. Double-click the transport rule, which involves sending messages to Exclaimer Cloud (typically, this is called Identify messages to send to Exclaimer Cloud).



    The settings for the rule are displayed.

  4. Check for the condition named The sender is a member of… - if this exists, make a note of the group that is specified as the condition's value.
    For example:

  5. Ensure that any users for whom the signature is required are actually members of this Microsoft 365 group.
Option 3: Check for incorrect data in the Microsoft 365 mail field

To resolve this issue, please try the steps below:

Verify that the Microsoft 365 mail field contains incorrect data

  1. Browse to http://graphexplorer.azurewebsites.net.

  2. Sign in and authorize access using your Microsoft 365 administrator account.

  3. Update the following link with your own details (as indicated):

    https://graph.windows.net/organisation

     For example:

    https://graph.windows.net/organisation/users/David.Milward@exclaimersupport.exclaimer.com
  4. Copy/paste the updated link into the GET field.

  5. Click GET.

  6. Once you have a response, scroll down and locate the mail field.

    This should show incorrect data for the user.
    For example:
  7. If the mail field does not show the user's primary SMTP address, follow the steps below to delete incorrect data and synchronize.
    If the user's primary SMTP address is shown in the mail field, please raise a support ticket.

If you complete the verification process described above and find incorrect data in the Microsoft 365 mail field, follow the steps described below to resolve the issue and ensure Exclaimer Cloud correctly recognizes the user.

Delete incorrect data and synchronize

  1. Access your Active Directory and delete the user's alias address displayed in the mail field.

  2. Run an AD sync with Azure. This should update the mail field to the user's primary SMTP address.

  3. Once the sync is complete, you can add the user's alias again if required.

  4. Run a synchronize task from the Exclaimer Cloud portal:
  • Log into the Exclaimer Cloud portal and launch your subscription.
  • From the left-hand pane, click Configuration, then select Manage User Data.
  • From the right-hand pane, under Start Synchronization are the relevant options.
    For detailed information on how to do this, see Authorize and Synchronize.

Once the synchronization task is complete, please retest.

Please raise a support ticket if this process does not resolve the issue.