Troubleshooting Guide

Solutions to common issues and frequently asked questions.

Written By Matt Sywulak

Last updated 4 months ago

Deployment Issues

Signatures aren't appearing in my emails

Diagnosis Steps:

  1. Check if signatures are enabled:

    • Go to Settings → Email Signatures

    • Look at "Enable Signatures" section

    • Toggle should be ON

    • Fix: Toggle to ON and save

  2. Check deployment mode:

    If Required:

    ✅ Should work immediately for all users

    • Signatures appear automatically

    • Check email client sync (may take 5-10 minutes)

    If Opt-In:

    ⚠️ Users must opt in first

    • Check if user has opted in

    • Prompt user to enable in email settings

    • Monitor opt-in stats on signatures page

    If Opt-Out:

    ⚠️ User may have opted out

    • Check if user opted out

    • User can re-enable in email settings

    • Monitor opt-out stats on signatures page

  3. Check profile matching:

    • User might be in wrong profile

    • Profile might be disabled

Signatures appear for some users but not others

Likely Cause: Profile configuration

Diagnosis:

  1. Check which profile user matches:

    • Look at profile criteria (emails/groups)

    • Verify user is in expected group

    • Check profile order (first match wins)

  2. Check directory sync:

    • Group membership may not be updated

    • Wait 1 hour for sync

    • Or trigger manual sync (contact admin)

  3. Verify deployment stats:

    Example stats:
Required: 247 active users
Opt-In: 143 users opted in
Opt-Out: 12 users opted out

    • Compare with expected user count

    • Identify who's missing

Solution:

Signatures disappeared suddenly

Possible Causes:

  1. Signatures were disabled:

    • Check "Enable Signatures" toggle

    • Someone may have turned it off

    • Fix: Re-enable and save

  2. Profile was deleted:

    • Check if user's profile exists

    • Check default signature still exists

    • Fix: Recreate profile or update criteria

  3. Deployment mode changed:

    • From Required → Opt-In/Opt-Out

    • Users need to re-enable

    • Fix: Change back to Required, or notify users

  4. License expired:

    • Check entitlement status

    • Contact Inky Support

    • Fix: Renew license

Image Issues

Logo/images not showing in signatures

Diagnosis Steps:

  1. Check if image is uploaded:

    • Go to Images

    • Logo Image or Footer Image section

    • Should show thumbnail/preview

    • Fix: Re-upload image if missing

  2. Check file format:

    ✅ Supported: PNG, JPG, GIF
❌ Not supported: SVG, BMP, TIFF

    • Convert to PNG or JPG

    • Re-upload

  3. Check file size:

    Maximum sizes:
Logo: 1MB (recommended: under 100KB)
Footer: 1MB (recommended: under 200KB)
User Photo: 1MB (recommended: under 50KB)

    • Compress image if too large

    • Use tools like TinyPNG, ImageOptim

    • Re-upload compressed version

  4. Check "Include" toggles:

    • "Include Logo Image" must be ON

    • "Include on Replies/Forwards" if needed

    • Fix: Toggle to ON and save

  5. Check email client settings:

    • Some clients block images by default

    • User must "Show images" in email

    • Test in different client (Gmail, Outlook)

Images show in preview but not in actual emails

Likely Cause: Email client blocking images

Solutions:

  1. For End Users:

    • Click "Show images" in email

    • Add sender to safe senders list

    • Update email client settings to allow images

  2. For Admins:

    • Use smaller, optimized images

    • Provide text fallback for image content

User photos not showing

Diagnosis:

  1. Check if enabled:

    • Go to User Photo in the User Signature Settings section

    • "Use API for User Photos" must be ON

    • Fix: Toggle to ON and save

  2. Check directory integration:

    • Verify users have photos in Azure AD/LDAP

    • Check API connection status

    • Fix: Contact admin to verify directory sync

  3. Check photo format in directory:

    • Some formats may not be supported

    • Photos should be JPG/PNG

    • Fix: Update photos in directory

Expected Behavior:

  • If user has no photo: Photo section is hidden (not broken)

  • Signature still displays normally without photo

Layout Issues

Layout looks different than preview

Possible Causes:

  1. Email client rendering differences:

    • Outlook renders differently than Gmail

    • Mobile clients may stack columns

    • Fix: Test in multiple clients, adjust layout

  2. Font substitution:

    • Custom fonts may not be available

    • Email client uses fallback font

    • Fix: Use web-safe fonts (Arial, Georgia, etc.)

  3. Max width exceeded:

    • Signature wider than email client window

    • Fix: Set max width to 600px or less (Styling & Formatting) section

  4. Two-column issues on mobile:

    • Columns may stack on small screens

    • Fix: Design with mobile in mind, or use single column

Fields not appearing in layout

Diagnosis:

  1. Check if field has data:

    • Some fields (Phone, Title) only show if user has data

    • Preview uses sample data

    • Real signature uses actual user data

    • Fix: Ensure users have data in directory

  2. Check if field is hidden:

    • Go to User Field Configuration → Unused/Hidden User Fields

    • Hidden fields don't appear in library

    • Fix: Remove from hidden list

Preview shows placeholders instead of real data

This is normal!

Preview uses sample data to show signature structure:

Name → "John Smith" (placeholder)
Email → "user@example.com" (placeholder)
Phone → "(555) 123-4567" (placeholder)

Actual signatures use real user data from directory.

To preview with specific user:

  • Deploy to test profile with just your email

Preview looks different on mobile

This is expected behavior:

  • Mobile clients render differently

  • Two columns may stack

  • Images may resize

Solutions:

  • Design mobile-first (single column)

  • Test on actual mobile devices

  • Keep signature simple for mobile

Profile Issues

Profile not matching expected users

Diagnosis:

  1. Check email criteria:

    • Verify email addresses are correct

    • Check for typos

    • Fix: Update email list in profile

  2. Check group criteria:

    • Verify group ID is correct

    • Check group membership in Azure AD

    • Wait for directory sync (up to 1 hour)

    • Fix: Update group list, or wait for sync

  3. Check profile order:

    • Profiles are evaluated top-to-bottom

    • First match wins

    • Higher profile may be matching instead

    • Fix: Reorder profiles (move up/down)

Profile override not working

Diagnosis:

  1. Check lineage indicator:

    🔵 Globe or Building = Inherited (not overridden)
🟢 Green Person = Overridden (custom value)

    • Click Icon to create override

    • Click Icon to remove override

  2. Verify correct profile selected:

    • Check badge: "Profile: [Name]"

    • Check alert: "You are editing [Name] profile"

    • Fix: Switch to correct profile in dropdown

  3. Check changes are saved:

    • Override must be saved to take effect

    • Fix: Click Save after creating override

Can't delete profile

Possible Causes:

  1. Profile is selected:

    • Can't delete currently selected profile

    • Fix: Switch to Default, then delete

  2. System profile:

    • Default profile cannot be deleted

    • Only custom profiles can be deleted

FAQ

Q: How long does it take for signatures to appear?

A: Depends on deployment mode:

  • Required: 5-10 minutes (email client sync)

  • Opt-In: Immediately after user opts in

  • Opt-Out: 5-10 minutes, unless user opts out

Q: Can users customize their own signatures?

A: Depends on settings:

  • User signatures enabled: Users can add personal touches

  • User signatures disabled: Centrally managed only

  • Check User Signature Settings → Enable User Signatures

Q: Can I have different signatures for new emails vs replies?

A: Yes! Use Verbose (new emails) and Minimal (replies) layouts:

  • Verbose: Detailed, full branding

  • Minimal: Condensed, essential info

  • Configure each independently

Q: How do I test signatures before rolling out?

A: Best practices:

  1. Create test profile with just your email

  2. Configure signature

  3. Send test emails

  4. Verify rendering in different clients

  5. Delete test profile when satisfied

Q: Can I schedule signature changes?

A: Not directly. Workaround:

  1. Create new profile with future criteria

  2. Manually activate profile on desired date

  3. Or use campaign profiles for time-limited changes

Q: What happens if a user leaves the company?

A: Signatures stop automatically:

  • Directory sync removes user

  • User no longer gets signature

  • Sent emails retain old signature

Q: Can I use GIFs or animated images?

A: Technically yes, but:

  • Many email clients block animations

  • May not render correctly

  • Increases file size significantly

  • Recommended: Static images only

Still Need Help?

Before Contacting Support

Gather this information:

  • Screenshot of issue

  • Browser and version (Chrome 120, Safari 17, etc.)

  • Steps to reproduce

  • Error messages (exact text)

  • What you've tried already

Contact Options

  1. Inky Support:

    • Email: support@inky.com

    • Provide info gathered above

    • Include your team name and user details

Found a bug or issue not covered here? Report it to Inky Support (support@inky.com) with details and screenshots.