The setup wizard says "Setup didn't finish" or a step will not complete
What each problem in the Footer365 setup wizard means, from consent that Microsoft has not confirmed to a role that will not assign, and how to get past it.
The setup wizard connects Footer365 to Microsoft 365 in up to four steps: Grant directory access, Choose how Footer365 adds signatures, then, for mail flow only, Grant the Exchange Administrator role and Set up mail flow. Find the step that is stuck below. Nothing in the wizard can affect your mail while it is incomplete: until mail flow is live, your email is sent exactly as before.
If you chose the Outlook add-in only, steps 3 and 4 show Not needed for add-in only and cannot get stuck. Using the Outlook add-in only
Steps 1 and 3 need a Microsoft 365 Global Administrator. Most problems in the wizard come from signing in to Microsoft with a different account. If you are not sure which account you used, sign out of Microsoft in your browser and start again.
Step 1: Grant directory access
Microsoft has not confirmed the access
The wizard says: "Microsoft has not yet confirmed the access you granted. This usually settles within a minute. Please wait a moment, then use the button below again."
After you select Accept, Footer365 checks with Microsoft that the approval really happened before it changes anything. Microsoft can take a little while to make a new approval visible. Wait a minute, then select Continue to Microsoft again.
The step was cancelled or did not complete
Microsoft reported that the last step was cancelled or did not complete. You can try it again below. usually means Cancel was selected on Microsoft's screen, the account used was not a Global Administrator, or the window was closed part way through. Select Continue to Microsoft again and sign in as a Global Administrator.
The request could not be verified
If the wizard says it could not verify the request, the approval was started in a different browser, or more than 15 minutes ago. Start again with Continue to Microsoft in the same browser and complete it without a long pause.
Step 2: Choose how Footer365 adds signatures
The step is locked
It says "Available once step 1 is approved." until directory access is granted. If your organisation was added by a reseller or by Footer365, it then says "Available once the agreements in step 3 are accepted." until a Global Administrator accepts them in step 3, which is headed Accept the agreements until then. Connecting Microsoft 365
Your choice is refused
Only a Super Admin of your Footer365 portal or a Global Administrator can choose. Anyone else is turned away, so sign in as one of them. If the step shows That did not complete, the message under it says why, for example that someone at your organisation has already chosen. A Super Admin can change an earlier choice from Getting started in the portal. Using the Outlook add-in only
Step 3: Grant the Exchange Administrator role
When this step fails, the wizard shows That did not complete and the reason:
| The wizard says | What to do |
|---|---|
| That account cannot assign the Exchange Administrator role - a Global Administrator must do it. Sign in as a Global Administrator, or assign the role using the steps below. | Sign in with a Global Administrator account, or assign the role by hand as described below. |
| Your connection is still finishing setting up (this can take a minute). Please try granting the role again in a moment. | Microsoft has not finished setting up the Footer365 app in your directory after step 1. Wait a minute and select Continue to Microsoft again. |
| "We could not assign the Exchange Administrator role automatically." | Try again once. If it fails again, assign the role by hand. |
Assigning the role by hand
The wizard gives these steps under Prefer to assign it yourself?:
- Open the Microsoft Entra admin centre and go to Roles and administrators.
- Select Exchange Administrator, then Add assignments.
- Search for Footer365, select it, and click Add.
The wizard notices the role on its own and moves on. Granting the Exchange Administrator role
Step 4: Set up mail flow
Once the role is in place, Footer365 creates two connectors and two transport rules in Exchange Online. The wizard shows Working on it. with each item ticking off, and usually finishes within a minute or two. You can leave the page open and it updates by itself.
It stays on Working on it
Exchange Online can take a while to make new connectors visible across all of its servers, and Footer365 keeps retrying on its own while it does. Give it at least 15 minutes before doing anything else. Closing the page does not stop it.
Setup didn't finish
Setup didn't finish means Footer365 made every attempt it is allowed to make and could not complete the Exchange setup. The wizard offers Try again.
- Check the Exchange Administrator role is still assigned to Footer365, as described above. If someone removed it, Footer365 cannot create anything.
- Select Try again. This starts a fresh set of attempts.
- If it fails again, check the status page, then contact support with your organisation name. Footer365 records the exact error from Exchange, so support can see what went wrong.
Connectors from an earlier trial or another product can get in the way. If you have tried Footer365 before, or used another signature service, look in the Exchange admin centre under Mail flow, then Connectors, and mention anything signature-related to support. Do not delete anything whose name starts with Footer365 yourself. What Footer365 creates in Exchange Online
Email between your own people is not signed yet
Mail flow is live and Footer365 is signing your email to other organisations, but Exchange Online refused the transport rule that signs email between your own people. Until that rule exists, email between your own people goes unsigned. Footer365 does not hold up the rest, because your email to other organisations does not need that rule.
While Footer365 is still trying, the stage says Your outbound email is being signed. It tries again after a minute, then at longer and longer gaps over about eight hours, and its daily check keeps trying after that. When those tries have ended, the stage says Email between your own people is not signed yet and offers Try again.
- Check the Exchange Administrator role is still assigned to Footer365, as described above.
- Select Try again. This starts another try now.
- If it fails again, check the status page, then contact support with your organisation name. Footer365 records Exchange's own message in your audit log, so support can see why Exchange refused the rule.
After it finishes
When Set up mail flow shows as complete, mail flow is live and both transport rules are in place. With the Outlook add-in only, the next thing is to deploy the add-in in step 5. Either way, create a template and a rule so there is a signature to add. Quick start
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