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Find the troubleshooting guide for your issue below.

Cleaning issues

Password-protected files, metadata not removed, cryptographically signed PDFs, undo, and unsupported file types in the desktop app and Outlook add-in.

Licensing

Checking license status, activating licenses, and transferring licenses between machines.

DMS integrations

iManage button not visible or not connecting, and NetDocuments not detected.

Outlook Add-in

Add-in not appearing, manifest validation, cleaning failures, updates, cache clearing, and removal.

Diagnostic logs and support

Exporting diagnostic logs, clearing the add-in cache, and contacting the Draftable support team.
IssueSolution
Password-protected file won’t scanEnter password and click Check Password (or Unlock in the add-in)
Metadata not removed after cleaningCheck your cleaning profile and per-file overrides
Cryptographically signed PDF won’t cleanExpected behavior — signature must be removed first
Unsupported file typeHow unsupported files are handled in the desktop app and Outlook add-in
License not activatingCheck network connectivity and product key
Need to transfer a licenseDeactivate and reactivate on a new machine
iManage button not visibleEnable iManage integration in Settings
NetDocuments not detectedVerify ndOffice is installed and running
Add-in not appearing in OutlookDeployment and visibility checks
Manifest validation failedManifest download and network checks
Add-in opens but does not clean filesDesktop app and localhost connectivity
Outlook add-in running old versionUpdate the manifest or clear the add-in cache
Need to remove the add-inUninstall from Microsoft 365 Admin Center
Need to contact supportExport logs and email support

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Contacting support

When contacting the Draftable support team, please include:
  • A description of the issue and the steps that led to it
  • The file type(s) you were working with (e.g. .docx, .pdf)
  • Your Draftable Clean version numbers — both App Version and Engine version, shown in the status bar at the bottom of the application window
  • Exported error logs if available
Contact the support team at support@draftable.com.