question

Eric-1004 avatar image
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Eric-1004 asked Eric-1004 commented

User unable to edit OWA signature

I have a user that when she tries to edit her OWA signature, it is greyed out and shows that it is loading but won't allow her to add a signature. She can add one via the mobile app or desktop app but not OWA. When making a settings change and then trying to save, it says:

Couldn't save your signature
If the problem continues, please remove any images and try again.

She used to have a signature set and it never included any images. Additionally, when trying the edit the signature through https://outlook.office365.com/ecp/ it gives her the following error:

error
The value '{"id":"AAMkADIyMTkzNDFjLTJlMjAtNGQ3NC1hMTk5LTc2YTFkOTQxNzk3NAAuAAAAAAA3dABzXGDtS724sFIuV7HeAQAukTveU/f5R4wM3n+PEsjnAAAAAAEpAAA=","type":0}' is already present in the collection.

Any help would be appreciated.

office-exchange-online-itpro
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Hi @Eric-1004,
Please kindly understand here we mainly focus on general issue on Outlook desktop client, considering your issue may be more related to exchange, in order to resolve it better, I removed Outlook tag and added exchange tag, thanks for your understanding and hope your issue would be resolved soon :)

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VHSupport-9669 avatar image
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VHSupport-9669 answered Eric-1004 commented

Eric (and others) FYI, I opened a support case, had an MS tech remote in and I showed him the troubles. He was working on it with another MS tech for about 20-30 minutes and then said they'd have to keep working on it to find a resolution. I heard back the next day saying they were still working on it. That was two days ago. At this time, they are "still working on it" and my users is still struggling. I'm thinking about deleting the user's O365 account and then rebuilding it, but that is not an easy task.

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The user reported that this morning, everything is now working fine in OWA. I'm not sure what the "fix" was, but we're resolved for right now. How about you Eric?

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It is now working for me as well.

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RobertSparnaaij avatar image
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RobertSparnaaij answered

That is an issue that has already been solved. See EX252201 in the Service Health History in the Microsoft 365 Admin Portal.
If you are still experiencing this issue, use the Admin portal to report it so they can check whether the fix has been applied successfully to your tenant users.


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LucasLiu-MSFT avatar image
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LucasLiu-MSFT answered LucasLiu-MSFT commented

Hi @Eric-1004 ,
Only one user have this issue or all users have this issue?
If you clear the signature and click save, will the same error appear?
Has the user or administrator changed the any settings of mailbox before this issue occurred?

1.Please try to using another browser to login the mailbox and edit signature.

2.Please check the Outlook Web App policies in the permissions in Exchange admin center.
93281-1.png



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Only one user is experiencing this issue to my knowledge. The signature is blank and when I try adding anything and clicking save the error appears. If I click save with the signature blank, the error also appears. No changes have been made. The user came in one day and her signature was removed and she wasn't able to re-add one. I have tried multiple browsers, all with the same result. She has the signature box checked in exchange.

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Hi @Eric-1004 ,
Yes, according to the EX252201 case, the microsoft already fix the "Users on Outlook on the web were noticing that signatures in email messages weren't showing up as expected." issue, but it not mention that the issue that the reply or forwarding of the mail will disappear.

Does your iisue only appear in OWA? Or after disappearing in OWA, it can't be viewed in the Outlook client on the PC?
Has this user made any changes before?



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VHSupport-9669 avatar image
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VHSupport-9669 answered LucasLiu-MSFT commented

I too am having this problem (with a couple additional troubles) with just one user. About two weeks ago she reported that she couldn't sign into an unrelated website, cleared her chrome cache and cookies and now her OWA is all kinds of weird. She can't make any changes to her OWA signature like what Eric reported. We can't turn it on/off, and if you try and make any changes we get the same "couldn't save your signature" error. We can make changes in Outlook app on her computer, but she hates it and this is a VIP so we have to make sure she's happy.
In addition to this signature issue, if she tries to reply or FWD an email, the reading pane or the break out window will not show any of the original content or if there are attachments. She can reply and fwd the email and it will go through successfully, but if she wants to edit the prior email content, she can't because it simply just doesn't show in the email window. Again, Outlook app works fine. I've tried this user's OWA from multiple systems (mac and PC, and multiple browsers) and the problem follows just this one user account.
I thought that maybe something in her signature might be the culprit and wasn't allowing original email content to show when she was trying to reply/fwd an email. I actually created an Exchange Admin policy disabling her ability to have a signature in OWA, but all remains the same on her end in OWA.

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My user is also experiencing the issue with the content from the previous email chain missing now that I went back and checked with her. Is this something that is supposed to be fixed with EX252201?

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Ok, just got off the phone with MS support and they seem as perplexed as we are. We did a remote session, I showed them the troubles and they are going to work on it and get back to me in hopefully 24 hours. We shall see and I'll be sure to follow up.

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Thank you. I appreciate the help.

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I looked through the service advisory like Robert talked about and the signature issue was "resolved" on 4/28. It also doesn't say anything about the reply/fwd content missing like we're experiencing. I've opened a support ticket with MS and am supposed to get a call back shortly. I'll let you know if anything happens.

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Hi @VHSupport-9669 ,
Thank you very much for the information. I believe that the information you provide can help more community users who encounter the same problem.



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