Is Templafy Down?

## Investigation A small number of users across two tenants reported issues when using **Find Template** and **Update Document** in the VSTO add-in. The engineering team investigated the reported behavior and reviewed the available client-side diagnostic information. The issue could not be reproduced in our internal environments, and the investigation found no indication of a broader service degradation, back-end issue, or change affecting the VSTO add-in generally. The available diagnostics indicated that the affected clients encountered a failure while initializing a local web component used by the add-in. Find Template was the initial functionality affected, which could subsequently affect other functionality such as Update Document. Based on the investigation and the very limited number of affected users, we determined that this was **not a service-wide incident**, but an isolated client-side issue affecting specific user environments. ## Mitigation The engineering and support teams worked with the affected customers to collect diagnostic information and investigate potential environmental factors. Updating the VSTO add-in was also evaluated as part of the troubleshooting process. This did not consistently resolve the reported behavior, further indicating that the issue was not associated with a specific VSTO release. As the issue was isolated to a small number of users and could not be reproduced in our environments, troubleshooting focused on the affected local environments rather than making changes to the production service. ## Resolution The investigation did not identify a definitive root cause. However, the available evidence indicated that the behavior was specific to the affected client environments rather than a broader issue with the Templafy service. Potential contributing factors included the state of locally installed components, the local Microsoft Office environment, or recent environmental updates. None of these factors independently reproduced the behavior during our investigation. As no broader service impact was identified, the event was determined **not to constitute a production incident**. The reported behavior continues to be tracked through our standard product investigation and escalation processes. ## Impact and Scope The reported issue had a **very limited scope**, affecting only a small number of users across two tenants. There was no evidence of an impact to other tenants, a production cluster, the Templafy back-end services, or the broader VSTO user base. The investigation therefore concluded that the reports represented isolated client-side behavior rather than a wider service incident. We sincerely apologize for the disruption experienced by the affected users. Maintaining a reliable and seamless experience remains a high priority, and we will continue investigating these isolated reports and monitoring for any evidence of a broader pattern. --- [2026-09-09T10:09:51.016+02:00] (resolved) The incident has been resolved, and further information will be provided in a postmortem shortly. We apologize for the impact to affected customers. --- [2026-09-08T13:49:50.820+02:00] (monitoring) The incident has been successfully mitigated, and our team is actively monitoring the situation to ensure ongoing stability and performance. We are observing the systems to prevent any further disruptions. --- [2026-09-08T10:24:12.144+02:00] (identified) We have identified an issue that affects a subset of customers and are working towards a resolution. Some customers might experience issues in using the find template and update document functionality in the Word VSTO Add-ins. Further updates will be posted here soon.

**Investigation** The incident began at 11:19 AM CET on August 12, 2026, following the promotion of Office VSTO add-ins version 7.3.220 to the stable release channel. The issue was detected at 10:25 PM CET on August 13, 2026, after customers reported that Microsoft Word could close unexpectedly when using the **Update Document with templates containing images.** The engineering team investigated the reported behavior and identified that a change introduced in version 7.3.220 affected the processing of newly inserted images within document headers during an update. Under certain document and Word view conditions, header content could not be processed reliably, causing the document update to fail or, in some cases, Word to close unexpectedly. **Mitigation** Following the investigation, the engineering team removed version 7.3.220 from the stable release channel to prevent further users from receiving the affected version. The team restored version 7.3.217 as the stable release, providing users with the previously validated version while the behavior introduced in 7.3.220 was addressed. **Resolution** The incident was resolved at 5:08 PM CET on August 14, 2026, by reverting the stable release to version 7.3.217. This removed the affected behavior from the stable release channel and restored the **Update Document** functionality to its expected operation. The engineering team verified the mitigation and confirmed that the product was functioning as expected following the rollback. **Post-Incident Actions** We are strengthening our release validation to reduce the likelihood of similar issues reaching the stable release channel. These improvements include additional manual validation when introducing new plugin versions and more robust dependency validation when updated plugin components are consumed by other Office components. We are also expanding automated coverage, with a particular focus on integration testing for document update scenarios and interactions with Microsoft Office applications. Impact and Scope The incident affected multiple tenants using version 7.3.220 of the Office VSTO add-ins. Users could encounter failures or unexpected Word application closures when using the **Update Document** functionality, temporarily obstructing affected document workflows. We sincerely apologize for the disruption caused by this incident. Maintaining a reliable and stable experience is a high priority for us, and we are strengthening our testing and release validation processes to help prevent similar issues in the future. We remain committed to delivering a dependable service to our customers. --- [2026-08-14T16:57:00.569+02:00] (resolved) The incident has been resolved, and further information will be provided in a postmortem shortly. We apologize for the impact to affected customers. --- [2026-08-14T16:31:11.625+02:00] (identified) We have identified an issue that affects a subset of customers and are working towards a resolution. Users could encounter issues when updating Word documents using VSTO add-ins. Further updates will be posted here soon.