Draftable Clean Troubleshooting

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.

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
Add-in not appearing in Outlook	Deployment and visibility checks
Manifest validation failed	Manifest download and network checks
Add-in opens but does not clean files	Desktop app and localhost connectivity
Outlook add-in running old version	Update the manifest or clear the add-in cache
Need to remove the add-in	Uninstall from Microsoft 365 Admin Center
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 — shown as App Version in the status bar at the bottom right of the application window. As of v26.7.0 this is displayed for all installation types, including the Machine-Wide MSI. See Updating Draftable Clean
Exported error logs if available

Contact the support team at support@draftable.com.

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