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Signatures are not applied to emails from shared mailboxes

Payal Arya
  • Updated

Scenario

When an email is sent from a shared mailbox, a signature is not added to the received email message.

Reason

By default, these accounts are disabled, or their logins have been disabled. This means that the Exclaimer Cloud service will not aggregate these; therefore, dynamic signatures are not applied to these mailboxes.

Resolution

This occurs when the 'SyncDisabledMailboxes' feature has not been enabled for your tenant.

To generate signatures, Exclaimer Cloud aggregates data from the Active Directory, however,

- if the feature is disabled, then when Exclaimer Cloud performs a data synchronization, disabled mailboxes are not synchronized.

- if the feature is enabled, all users with a primary SMTP address are synced, even if they are disabled.

CAUTION! User accounts in the Azure Active Directory for shared mailboxes should not be disabled or deleted - this can lead to the deletion of both the shared mailbox and the user from Microsoft 365.

Microsoft 365 accounts that have been converted to a shared mailbox must not be blocked from signing in, as this will mark the account as being disabled.

You can either:

- Get in touch with the Support team to have the 'SyncDisabledMailboxes' feature enabled, or

- Unblock sign-ins yourself to aggregate these mailboxes to the Exclaimer service.

Unblocking sign-in to sync the mailbox

As the software will not sync mailboxes that cannot sign in, you can enable sign-ins to aggregate these mailboxes to the Exclaimer service.

  1. Log in to the Microsoft Admin Center as a Global Administrator.
     
  2. From the left-hand pane, click Users then select Active Users.
     
  3. Select the mailbox you wish to update.
     
  4. From the right-hand pane, click Unblock sign-in. 
     
  5. Untick the Block this user from signing in option.
     
  6. Click Save changes.

A message is displayed that the selected shared mailbox is now unblocked from sign-in.

This change can take up to 15 minutes to finish within Microsoft 365.  Once this has been completed, please run a manual data sync in Exclaimer Cloud.

Video to unblock sign-in on shared mailboxes: