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Client-side signatures not downloading due to Error Sending Request

Zendesk API Admin
  • Updated

Relevant Product: Exclaimer Cloud - Signatures for Office 365

Scenario

The Exclaimer Cloud client-side signatures are not downloading in an environment that has a proxy server configured and requires user authentication.

You see this error message, logging against Event ID 29004:

ERROR: Address: user@domain.com Status: Error, Downloaded 0 Signatures. Error: An error occurred while sending the request


Reason

You receive this error message when the Exclaimer software cannot connect to the Exclaimer Cloud due to a proxy authentication error. This is visible within the Event Viewer.

Resolution

Follow these steps to resolve this issue:

You need Administrator rights on the machine to which you will make changes.

 

Warning: We strongly advise you to back up this file before making changes to it - as incorrect changes can lead to the application not working. 
  1. Go to C:\Windows\Microsoft.Net\Framework\v4.0.30319\Config\

  2. As an Administrator, edit the file: machine.config

  3. Add the following to the [configuration] section

    <system.net>

    <defaultProxy useDefaultCredentials="true" >

    </defaultProxy>

    </system.net>

  4. Save the file.