Deployment troubleshooting

The Deployment page shows each employee’s status; for an Add-in Error, the cause is shown under the badge. Four cards filter the list: Deployed, To deploy, Update available, Errors.

Statuses

• Online (or Sent in manual mode).
• Not deployed / Pending.
• Update available — a new version of the template has been published since the last deployment.
• Limited by plan — the employee exceeds the number covered by the plan.
• Duplicate (Manual) — two employees share the same address: fix or delete the duplicate.
• Scheduled — a deployment or removal is planned.

For the Outlook add-in: Pending, Offline (nothing retrieved for more than 7 days) and Add-in error.

Common errors

• Google rejects deployments — the service account’s authorization was refused (invalid_grant: check the domain-wide delegation in the Google Admin console), admin proof missing or expired, account no longer a super administrator, or the admin.directory.user.readonly scope missing from the delegation. The banner in Settings → Integrations gives the cause. See the Google Workspace page.
• Bulk deployment interrupted — Gensy shows how many employees weren’t processed. Run Deploy All again to finish. Stop deployment, in the clock window of a targeted employee, interrupts a scheduled deployment while it runs. A Deploy All started by hand can’t be stopped from the page.
• Failed schedule — a system alert arrives in the bell, and at the alert webhook if one is set up. To also get it by email, tick Email for the System alerts family in My account → Notifications and pick a daily or weekly summary.

Missing images and icons in Outlook

In corporate environments, Outlook often blocks external images. Ask your IT team to add gensy.email and app.gensy.email to the safe senders list: images will then display.

My photo doesn’t display

Save the profile. With the Outlook add-in, the new photo appears in the next message. With Gmail in automated mode, redeploy: Deployment → the employee’s row → Redeploy (the status stays Online after a profile change). In manual mode, resend the signature with Send. Email client caching can then delay the display by a few hours.

Not enough room in your plan

When the workspace has more employees than its plan covers, a banner on the Employees page says so: “Current plan — N of M employees covered”. On the Free plan, each row shows “Covered” or “Limited by plan”; on a smaller paid plan, the Deployment page marks employees “Limited by plan”. The owner is covered first, then the oldest records. Uncovered employees keep their profile and template, but their automatically deployed signatures are removed (“Removal caused by a plan change”, which can’t be cancelled) and are no longer deployed.