Custom Email Signature Not appearing in Outlook Email

Custom Email Signature Not appearing in Outlook Email

We need to resolve the problem of a customer email signature we created and supplied to our client NOT appearing in their emails (from the moment they generate a new blank email for writing). This job MAY require on-site at 1 Pennsylvania Plaza, New York, NY 10119.

When we first provided the signature to the client it worked correctly. Then it stopped. We cannot ascertain what may have happened to cause this—the only thing we were made aware of is that the client’s IT had updated their cloud environment.

Using Outlook Version 2305, our client cannot get the email signature that we created (and tested as working correctly) to appear in their emails---the signature template does not show although it has been copied to the correct folder.

Our email template appears in the drop down for “Signatures on this device,” but it is not editable. The client has also tried the steps with all signature templates (pgb, pam, plal and plg) and encounter the same issue.

Once our signature template is added to the Outlook Signatures folder, it (and the other templates they tried/tested) does not appear in the “Select Signature to Edit” field under their email account.

Our client’s IT team pointed out that the Email Template we provided is no longer building the needed folders and additional files that signatures typically do.

When the client moves the HTML file template to the Outlook Signature folder it remains as one file. However, when our client adds “New” to the email signature, Outlook will build out the HTML file, a rich text file, a word file and a folder.

Out client’s IT department states this is needed for Outlook to recognize the signature and may be one reason why it doesn’t show up after they’ve added it.