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.
Diagnostic logs and support
Exporting diagnostic logs, clearing the add-in cache, and contacting the Draftable support team.
Quick links
| Issue | Solution |
|---|---|
| Password-protected file won’t scan | Enter password and click Check Password (or Unlock in the add-in) |
| Metadata not removed after cleaning | Check your cleaning profile and per-file overrides |
| Cryptographically signed PDF won’t clean | Expected behavior — signature must be removed first |
| Unsupported file type | How unsupported files are handled in the desktop app and Outlook add-in |
| License not activating | Check network connectivity and product key |
| Need to transfer a license | Deactivate and reactivate on a new machine |
| iManage button not visible | Enable iManage integration in Settings |
| NetDocuments not detected | Verify ndOffice is installed and running |
| Outlook add-in running old version | Clear the add-in cache |
| Need to contact support | Export logs and email support |
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