APPLIES TO


Email Signature Manager version 5.x

Email Signature Manager version 6.x

Email Signature Manager version 7.x


SUMMARY


This article describes how to troubleshoot problems with the Email Signature Manager Transport Agent and signatures not being injected into email as expected.


INFORMATION


If you are using Email Signature Manager version 5.x, and you are using the Email Signature Manager Transport Agent, it is recommended you upgrade Email Signature Manager to version 6.4 or 7.1, or later.


The recommended version 6.x to use is version 6.4.0.


The recommended version 7.x to use is version 7.1.0 or later.


The recommended versions include fixes to known issues in earlier versions.


HOW THE TRANSPORT AGENT WORKS


The Email Signature Manager Transport Agent works by processing emails as they are delivered through Exchange Server by:


  1. Connecting to the Email Signature Manager database on SQL Server; if the connection fails, nothing will happen to the email content.

  2. Searching the database for a pre-generated signature using the sender's email address; if no signature can be found, nothing will happen to the email content.

  3. Scanning the email content for a rule text match using the rules defined in Transport Agent Rules in Email Signature Manager; if no rule match can be found, nothing will happen to the email content.

  4. Injecting the pre-generated signature into the email at the location of the rule text match.


This guide looks at each of these steps in turn to troubleshoot problems.


KNOWN ISSUES


Specific Exchange Server versions prohibit transport agents from working correctly:


  • Exchange 2010 SP3 RU1 (upgrade to Exchange 2010 SP3 RU2 or newer)
  • Exchange 2013 SP1 (upgrade to Exchange 2013 CU5 or newer)


Note also that the mailbox anchoring feature introduced in Exchange 2013 CU11 and removed again in Exchange 2013 CU12 may result in registration of transport agents being registered in a different Exchange server that intended.


Some third-party transport agents for Exchange Server prohibits the Email Signature Manager Transport Agent from processing email. When this is the case the priority of the Email Signature Manager Transport Agent can be increased using the following cmdlet:


Set-TransportAgent -Identity "Symprex Email Signature Manager Agent" -Priority 1


VERIFY THE TRANSPORT AGENT INSTALLATION


Verify the configuration following these steps:


  1. Ensure the Transport Agent is installed on each Exchange Server 2007 and 2010 that has the Hub Transport role installed.

  2. Ensure the Transport Agent is installed on each Exchange Server 2013 and 2016 that has the Mailbox Server role installed.

  3. Ensure the Microsoft Exchange Transport Service was restarted after installing/upgrading the Transport Agent.

  4. Ensure the major version of the Transport Agent matches the major version of Email Signature Manager.


Note that Exchange Server 2016 requires using Email Signature Manager 7.0.0 or later.


VERIFY THE TRANSPORT AGENT REGISTRATION


To verify if the Transport Agent is registered with Exchange Server, start an instance of Exchange Management Shell and execute the following cmdlet:


Get-TransportAgent


If the Transport Agent is registered with Exchange Server, its details will be listed and should appear similar to the following:


Identity                                Enabled   Priority
--------                                -------   --------
Symprex Email Signature Manager Agent   True      4


If the Transport Agent is not registered, it can be manually registered using the appropriate cmdlet.


VERIFY THE TRANSPORT AGENT CONFIGURATION


Verify the configuration following these steps:


  1. Open the Transport Agent Configuration Utility on each Exchange Server where the Transport Agent is installed.

  2. Verify configuration is to use SQL Server Authentication (Windows Authentication or Integrated Security will not work).

  3. Click the Test Connection button to ensure a connection can be made to the database on SQL Server.


VERIFY THE TRANSPORT AGENT RULE CONFIGURATION


Verify the configuration following these steps:


  1. Open Email Signature Manager.

  2. If you are using version 7.2 or later, open the Mobile Device Signatures dialog by clicking the Mobile Device Signatures button in the Configuration ribbon.

    If you are using an earlier version, open the Configure Transport Agent Rules dialog by clicking the Transport Agent Rules button in the Configuration ribbon.

  3. Verify the Enable signature generation and apply signatures to emails sent from mobile devices option is enabled.

  4. Review the rules and in particular, the Text to Replace, and selected options such as New Lines being set for example to Before & After.


VERIFY THE MANAGE DEPLOYMENT CONFIGURATION


Verify the configuration following these steps:


  • Open Email Signature Manager.

  • Open the Manage Deployment dialog by clicking the Manage Deployment button in the Home ribbon.

  • Verify on the Groups and Users tabs that the appropriate groups and users have a Mobile Device Signature selected.


VERIFY SIGNATURE GENERATION


Verify mobile device signatures are being generated for the Transport Agent to inject:


  • When using Email Signature Manager version 5.x, mobile device signatures are being generated by the deployment utility sign.exe.

  • When using Email Signature Manager version 6.x, mobile device signatures are being generated by the deployment utility sign.exe, or, if installed and configured, the optional Email Signature Manager Deployment Service.

  • When using Email Signature Manager version 7.x, mobile device signatures are always being generated by the Email Signature Manager Service.


Check the relevant log for affected users in the Status Monitor in Email Signature Manager, and for each affected user, verify the mobile device signature has been generated.


CONTACT SYMPREX TECNICAL SUPPORT


If you are still unable to determine why mobile device signatures are not being applied, please contact Symprex Technical Support for further assistance.