Skip to main content

Signatures are displayed in plain text format when emails are received

Zendesk API Admin
  • Updated

Relevant Products:  Exclaimer Cloud - Signatures for Office 365

Scenario

When a signature is appended by Exclaimer Cloud, in some scenarios the recipient receives the email in plain text format. As a result, the signature is also displayed in plain text format rather than HTML.

Reason

The issue occurs because the message format has been changed from HTML to plain text during delivery of the message and after it has been processed by Exclaimer Cloud.

This can happen for a number of reasons, but most commonly:

  • If the Remote Domain configuration settings specified on the Microsoft Exchange server are incorrectly configured. 

  • If the TNEFEnabled property is set to True, emails sent to providers who do not support Transport Neutral Encapsulation Format (TNEF) (for example, Gmail) will be displayed in plain text. The email will also be displayed in plain text if the recipient's email client does not support TNEF. 

Resolution

To check and configure the Remote Domain configuration settings, you need to:

Install the Exchange Online PowerShell module

Connect to Exchange Online

Check Remote Domain Settings 

Change Remote Domain Settings

 

To set the TNEFEnabled property settings, you need to:

Install the Exchange Online PowerShell module

Connect to Exchange Online

Run the command to set the TNEFEnabled property

To complete the steps described below, you will need:
Office 365 Global Administrator credentials


To Install the Exchange Online PowerShell V2 module: 

  1. Open the Windows PowerShell and run this command as an Administrator:

    Install-Module -Name ExchangeOnlineManagement

  2. Confirm that you want to install this PowerShell module.

    Note: For additional installation options, see ExchangeOnlineManagement.

     

To connect to Exchange Online: 

  • If you have Multi-Factor Authentication enabled, run this command:
     

    Connect-ExchangeOnline -UserPrincipalName <UPN> -ShowProgress $true


    In <UPN> enter your username.
  • If you don't have Multi-Factor Authentication enabled, run this command:
     

    Connect-ExchangeOnline -Credential $UserCredential -ShowProgress $true


    When prompted, enter your password (and the Multi-Factor Authentication verification code if required).

To check Remote Domain Settings 

To view the current Remote Domain configuration, run the following command:

Get-RemoteDomain | fl

If the ContentType property is specified as MimeText, this is likely to be the cause of the message format being converted. 

The ContentType property should be configured as either MimeHtmlText or MimeHtml, where:

  • MimeHtml enforces HTML format.

  • MimeHtmlText allows the receiving email client to decide the best format to display the message.

 

To change Remote Domain settings

To change the ContentType property, run the following command:

Set-RemoteDomain -Identity <name> -ContentType <type>

 

Note: The identity <name> should be populated with the name of the remote domain specified on the Microsoft Exchange Server. This is usually called "default".

 For example:

Set-RemoteDomain -Identity * -ContentType MimeHtml

 

To set the TNEFEnabled property

If this is set to the default value, $Null (blank), then the TNEF messages are not specifically allowed or prevented for recipients in the destination domain. Whether the TNEF messages are sent to recipients in the remote domain depends on the specific setting on the mail contact or mail user or the setting specified by the sender in Outlook.

  1. Run the following command:
Set-RemoteDomain * -TNEFEnabled $Null

 

Note:
For more information, see Manage TNEF Message Formatting with Remote Domains.

If you have a hybrid mail flow environment you may also need to configure the ContentType and TNEFEnabled properties on your on-premise Exchange Server.