Email Signature preview not working in Outlook

When using Outlook and Outlook on the web (OWA), you encounter problems with the Sigsync Signature Outlook Add-in. In general, the add-in does not work properly or, for example, the add-in button does not appear in the new email window.

Resolution:

Sigsync Signatures Outlook Add-in can have issues for several reasons. Find the solution that suits your environment by reading this article:

Incompatibility issues with multiple add-ins on the same client

A number of add-ins are available for Outlook, and some of them may interfere with each other. Add-ins of an older type, such as COM add-ins, may not work with newer types of add-ins, such as web add-ins. Being a modern web add-in, Sigsync Signatures Outlook Add-in does not require any installation on your machine, unlike COM add-ins.

Sigsync Add-in may need to disable a COM add-in in rare cases, especially if it uses custom forms.

Before you can determine which COM add-in is responsible for the issue, you need to disable all the add-ins that you have installed (By default, Microsoft Exchange Add-in is installed, so you do not need to disable it) and enable them again one by one. Restart Outlook after re-enabling an add-in and ensure that the Sigsync Add-in is active.

You can disable and re-enable COM add-ins as follows:

  1. Open Outlook and go to File -> Options. A new window will open.

    Go to options in Microsoft Outlook

  2. Navigate to the Add-ins menu at the bottom.

    Navigate to the Add-ins section

  3. In the Manage section at the bottom of the window, select COM Add-ins as shown. Click Go.

    Select COM Add-ins

  4. Now another window will be opened. Clear or deselect the checkboxes for the add-ins that you wish to disable. After that click on the OK option.

    Disable the add-ins that are not required

  5. To test if the signature preview is working, enable the disabled add-ins one-by-one by selecting (checking) them again and restarting Outlook each time.

Whenever you wish to preview your signatures, disable the add-in that is causing the problem.

Launch errors with add-in (error: This add-in could not be started)

When you launch the add-in, instead of the signature preview appearing in the add-in pane, you get the following error:

ADD-IN ERROR
This add-in could not be started. Close this dialog to ignore the problem or click "Restart" to try again.

You might encounter this issue if you disable Protected Mode in Windows Internet security settings. You can fix this problem by following the steps below.

  1. Start Internet Explorer, click Tools, and then select Internet options.

    Note:
    You can access these settings by opening the Control Panel in Windows or by typing Internet options in the Start menu and pressing Enter.

  2. Select the Internet (default) zone under the Security tab.
  3. Tick the Enable Protected Mode checkbox, as shown in the image below.

    Enable Protected mode in Internet Properties

  4. Restart Outlook (and Internet Explorer, if needed).
  5. To resolve the issue, try turning on Protected Mode in the Restricted Sites zone and restarting Outlook.

Your Antivirus software blocks Sigsync domain

It is possible to launch the Sigsync email signature add-in directly from here: https://appsource.microsoft.com/en-us/product/office/wa200002164?tab=overview

Any domain not listed among the trusted domains may be blocked by your antivirus software. Ensure that your geolocation IP address is included and include the add-in's address in your antivirus software's trusted domains list.

Incompatibility issues with the Outlook version on your PC

Sigsync Email Signatures for Office 365 Add-in is compatible with Outlook 2013 and newer on both 32- and 64-bit platforms. Details about the requirements are available in the User manual

Whenever you select a new email, the add-in pane disappears. You cannot pin it to the top of the screen

Every time you compose another email, the Sigsync Email Signatures for Office 365 Add-in pane disappears and you have to open it from the ribbon in order to see the signature preview. In order to prevent this and keep the add-in window open, pin it to Outlook using the pin button.

The option to pin add-ins depends on the version of Outlook you are using. You might need to update your Outlook version if the pin button is not visible.

The signature add-in does not display images

The following problems occur when you use the signature preview add-in in Outlook and Outlook on the web:

  1. There are pictures and other elements in your signature, but some of or all of these elements are not visible in the signature preview pane;
  2. The add-in is unable to generate your signature preview (it's loading endlessly) or shows an error instead of your signature when your signature only contains images.

The first step is to ensure that your images have been correctly inserted into the signature. If you would like to verify your signature, follow these steps:

  1. Login to the Sigsync dashboard. In the dashboard page, click on the Manage Signature link to add a signature to the Office 365 tenant.

    Login to Sigsync dashboard

  2. In the Tenants page, expand the Signature Generator menu and select the option Create, Edit Templates.

    Select Create, Edit Templates

  3. In the Signature Generator page click on the menu icon and select the option Free Email Signature Templates. From the available templates, select the one best suited to your needs. Therefore, you won’t face any problem in Sigsync related to the images since you can directly add images in the template itself.

    Select signature templates from the gallery

  4. Click on the profilePhoto field in the signature template to add the user photo. Once you have added all information along with a photo, you can preview the signature.

    Click on the profilePhoto field

  5. Click on Upload/update profile photo to add an image that you want to attach in the email signature.

    Click Upload/update profile photo

  6. Click on the Add photo button to add a custom photo of your choice.

    Click Add photo

  7. Now, select an image from your local computer by clicking on Select New Image or choose any online photo. Then click on the Save button.

    Select New Image

If you want to make any changes to the image, use the different editing options available on the left pane of the window.

Use different editing options

One more possibility:

If you are importing an HTML code and you have inserted an image inside the paragraph tag (<p>) directly in the <body> tag (not inside any table), then the preview will not load and you may get an error. To fix this issue:

  • Remove the paragraph tag (<p>) so that only image tag (<img>) remains under <body> tag.
  • OR you can use a table by keeping your paragraph tag (<p>) inside a table.

The add-in does not appear in Outlook 1909 (Build 12026.20334) or later

With the Sigsync Signatures Add-in, users will be able to view their signatures in Outlook and Outlook on the web (OWA) automatically. It is installed for Office 365 users and not per device. It is possible that you will need to enable the use of additional optional connected experiences in the Office 365 option in the Trust Center if you're using Outlook 1909 (Build 12026.20334) or later.

In order to enable this option, follow these steps:

  1. Launch the Group Policy Management Editor.
  2. Navigate to User Configuration -> Policies -> Administrative Templates -> Microsoft Office 2016 -> Privacy -> Trust Center.
  3. In the Trust Center, right-click on Allow the use of additional optional connected experiences in Office setting and click the Edit option.
  4. Once you have enabled the option, click Apply and OK.


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