WiseStamp for IT › Exchange › Step 12 of 12 — Troubleshooting Reference
Quick index
Symptom | Section |
Signature not appearing in Outlook | section 1 |
Two / duplicate signatures | section 2 |
Outbound mail not sending (server-side) | section 3 |
Server-side connection errors | section 4 |
Signature missing only on some devices | section 5 |
Employees missing after sync | section 6 |
Admin can’t log in | section 7 |
SPF "not found" / DKIM fails | section 8 |
"Signature too long" error | section 9 |
Images broken / oversized | section 10 |
section 1 — Signature not appearing in Outlook
Identity connected but no deployment yet. Connecting Entra ID doesn’t place signatures. Confirm the Add-In is connected (Outlook Add-In Setup) or server-side is configured (Server-Side Routing).
Employee not Active. The Add-In signs only Active employees with a Primary Signature.
Client not refreshed. Restart Outlook desktop; refresh Outlook web.
Add-In not propagated. After central deployment, Microsoft can take time to push it. Confirm in the Microsoft 365 admin center (Integrated apps).
Default signature / format checks.
Outlook desktop: File > Options > Mail > Signatures — set for New and Replies/forwards.
Outlook web: Settings > View all Outlook settings > Mail > Compose and reply — enable for new + replies; Save.
Ensure Compose messages in this format = HTML.
Advanced (desktop): update Outlook; outlook /safe; repair Office; outlook.exe /resetnavpane.
section 2 — Two / duplicate signatures
Most common cause: a manually pasted signature in Outlook alongside WiseStamp. Remove it in Outlook signature settings, restart Outlook.
Hybrid mode prevents duplicates (server-side appends only when no WiseStamp signature is detected). If duplicates persist in hybrid, confirm the client-side signature is detected and remove stray manual signatures.
section 3 — Outbound mail not sending (server-side)
Emergency bypass: Exchange admin center > Mail flow > Rules > open Identify messages to send to WS SMTP > toggle off. Mail then delivers without a server-side signature.
Contact WiseStamp support / your CSM.
Keep multiple admins with Exchange admin center access for fast bypass.
Re-enable the rule once resolved.
section 4 — Server-side connection errors
If you hit connection errors that block mail or signatures, disconnect and reconnect:
WiseStamp Integrations > Disconnect (top-right); follow prompts.
Integrations > Connect for Microsoft Exchange; follow prompts to re-establish.
This often clears transient connection issues. If it persists, contact support.
section 5 — Signature missing only on some devices
The Add-In covers only Outlook clients where it’s installed and signed in (and requires Exchange Online mailboxes). Non-Outlook senders won’t get a client-side signature. For universal coverage use server-side or hybrid (Setup Overview, Server-Side Routing).
Confirm device Outlook builds meet the minimums (Prerequisites Checklist).
section 6 — Employees missing after sync
Confirm integration is healthy and daily sync is on (Settings > Sync & Automations).
Selective sync may exclude the missing users' department/OU — review the Sync specific selection.
Security Group sync: confirm explicit, direct membership (no nested groups) and the correct Group ID.
Auto-synced accounts remove users no longer in the directory — a "missing" user may have been removed from Entra ID.
Trigger a manual resync from Sync settings.
On-prem-only note: employee sync is not supported for on-prem; no plan supports it (Identity & Employee Sync).
section 7 — Admin can’t log in
Check for outages; refresh; clear cache/cookies; retry.
Chrome extension login loops: chrome://extensions/ > remove WiseStamp extension > log out/in.
Subscription lapse: verify active; renew to restore login and signature display.
Wrong audience: only owners/admins log into the main account; employees use the Employee Hub.
SSO: confirm the user is assigned in the IdP and SAML endpoints/RelayState match (SSO (SAML)).
section 8 — SPF "not found" / DKIM fails (server-side)
SPF not found:
Confirm include:outbound.smtp.wisestamp.net is in your SPF and propagated.
SPF allows max 10 DNS lookups; flatten nested records; inspect with an SPF lookup tool.
DKIM fails after enabling server-side:
Temporarily disable the WiseStamp routing rule; send a test; if DKIM passes, injection is the cause.
Request your unique DKIM record from support (don’t copy one from elsewhere).
Add as TXT (value begins v=DKIM1;), TTL 1 hour.
Tell support so they enable signing.
Re-enable the rule; send a test; confirm dkim=pass.
section 9 — "Signature too long" error
A known Outlook limitation handled in WiseStamp’s "Signature too long" guidance. Reduce signature size (lighter images, simpler markup).
section 10 — Images broken / oversized
Follow WiseStamp’s image size/quality best practices; oversized sources render enlarged.
Confirm images are hosted/embedded as intended; the client may block remote images.
Check dark-mode rendering separately.
When to escalate to WiseStamp support
Server-side mail-flow failures after the emergency bypass.
Manual server-side config (enabled by support; routing code issued by support).
DKIM issuance and enabling signing.
IP-allowlist ranges for server-side routing — confirm the current list with WiseStamp support.
Pure on-prem is not supported (resolves EX1/EX2): employee sync is not supported for on-prem, and no plan supports it. Do not escalate this — advise the customer to migrate identity to Entra ID (hybrid, at minimum).