Our team is facing a frustrating issue with the CodeTwo add-in in Classic Outlook. It's not automatically applying signatures, and we're getting a lot of complaints from staff who are resistant to change and refuse to switch to New Outlook, which works just fine. Here's what we've gathered so far: the add-in works well in New Outlook, signatures can still be added manually in Classic Outlook, and a brand new device is functioning correctly. However, one other staff member also seems to have it working.
We've tried various solutions including checking the Web app deployment via 365, reviewing channel assignments, ensuring that Outlook is fully updated, repairing and reinstalling the Office suite, and even running Outlook in safe mode. This issue has been ongoing for a month now, so any advice would be greatly appreciated!
2 Answers
I haven’t dealt with this issue personally, but I suggest keeping your CodeTwo setup in Hybrid mode. By cloning all client-side signatures to server-side ones, if the client-side fails to apply a signature, the server-side can still add it automatically. This has worked well for us when we’ve encountered problems with the add-in. Plus, it ensures signatures are applied even if someone goes off-script and uses another email client like Apple Mail. Also, don’t hesitate to reach out to CodeTwo support since you’re paying for their service!
Make sure to double-check your license count and the assignment group both in CodeTwo and Entra. Sometimes, it helps to remove all assigned licenses and have users re-consume a license the next time they send an email. This can help reset any issues related to licenses.
Our license count is good, and we refresh it as needed, which rarely happens. Assignments are also correct through the 'All Staff' distribution list. I suspect the problem lies more with Classic Outlook itself since everything works perfectly in OWA.
We did try the server-side approach, but staff still have trouble understanding that the signature will only appear after sending the email. Unfortunately, since the add-in isn't functioning, it doesn't show the signature in hybrid mode anyway. We’ve been in contact with support for about two weeks with no resolution and are looking for more outside advice.