> ## Documentation Index
> Fetch the complete documentation index at: https://help.draftable.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Draftable Clean Troubleshooting

> Find solutions to common Draftable Clean issues — cleaning problems, licensing, DMS integrations, diagnostic logs, and contacting support.

Find the troubleshooting guide for your issue below.

<CardGroup>
  <Card title="Cleaning issues" icon="broom" href="/hc/en-us/Draftable-Clean-articles/Troubleshooting-Cleaning-Issues" horizontal>
    Password-protected files, metadata not removed, cryptographically signed PDFs, undo, and unsupported file types in the desktop app and Outlook add-in.
  </Card>

  <Card title="Licensing" icon="key" href="/hc/en-us/Draftable-Clean-articles/Troubleshooting-Licensing" horizontal>
    Checking license status, activating licenses, and transferring licenses between machines.
  </Card>

  <Card title="DMS integrations" icon="plug" href="/hc/en-us/Draftable-Clean-articles/Troubleshooting-DMS-Integrations" horizontal>
    iManage button not visible or not connecting, and NetDocuments not detected.
  </Card>

  <Card title="Outlook Add-in" icon="envelope" href="/hc/en-us/Draftable-Clean-articles/Troubleshooting-Outlook-Add-in" horizontal>
    Add-in not appearing, manifest validation, cleaning failures, updates, cache clearing, and removal.
  </Card>

  <Card title="Diagnostic logs and support" icon="life-ring" href="/hc/en-us/Draftable-Clean-articles/Troubleshooting-Diagnostic-Logs-and-Support" horizontal>
    Exporting diagnostic logs, clearing the add-in cache, and contacting the Draftable support team.
  </Card>
</CardGroup>

## Quick links

| Issue                                    | Solution                                                                                                                                                                       |
| ---------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Password-protected file won't scan       | [Enter password and click Check Password (or Unlock in the add-in)](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Cleaning-Issues#password-protected-files)               |
| Metadata not removed after cleaning      | [Check your cleaning profile and per-file overrides](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Cleaning-Issues#clean-does-not-appear-to-remove-all-metadata)          |
| Cryptographically signed PDF won't clean | [Expected behavior — signature must be removed first](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Cleaning-Issues#cryptographically-signed-pdf-files-cannot-be-cleaned) |
| Unsupported file type                    | [How unsupported files are handled in the desktop app and Outlook add-in](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Cleaning-Issues#unsupported-file-types)           |
| License not activating                   | [Check network connectivity and product key](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Licensing#license-not-activating)                                              |
| Need to transfer a license               | [Deactivate and reactivate on a new machine](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Licensing#deactivating-or-transferring-a-license)                              |
| iManage button not visible               | [Enable iManage integration in Settings](/hc/en-us/Draftable-Clean-articles/Troubleshooting-DMS-Integrations#imanage-button-not-visible-or-not-connecting)                     |
| NetDocuments not detected                | [Verify ndOffice is installed and running](/hc/en-us/Draftable-Clean-articles/Troubleshooting-DMS-Integrations#netdocuments-not-detected)                                      |
| Add-in not appearing in Outlook          | [Deployment and visibility checks](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Outlook-Add-in)                                                                          |
| Manifest validation failed               | [Manifest download and network checks](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Outlook-Add-in)                                                                      |
| Add-in opens but does not clean files    | [Desktop app and localhost connectivity](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Outlook-Add-in)                                                                    |
| Outlook add-in running old version       | [Update the manifest or clear the add-in cache](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Outlook-Add-in)                                                             |
| Need to remove the add-in                | [Uninstall from Microsoft 365 Admin Center](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Outlook-Add-in)                                                                 |
| Need to contact support                  | [Export logs and email support](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Diagnostic-Logs-and-Support#contacting-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

Contact the support team at [support@draftable.com](mailto:support@draftable.com).