There could be a number of explanations. How did you distribute the Templates applet? Did you use the solution installer?
If you did use the installer, it may be it was installed twice, once for the current user and once for all users. This can result in the solution becoming disabled. The solution is to uninstall one of the applets.
If you did not use the installer, did you distribute the manifest file into the Formativ System folder?
Often the best source of information is the Formativ Configuration Information. You can obtain the configuration by selecting Help | About Formativ… from the GroupWise main menu. When the About Formativ dialog appears, go to the Configuration tab and click the button Copy to clipboard. Then paste the text into an email (or save it to a plain-text file and include it as an attachment) and send it to email@example.com.