ZIVVER Office plugin - Troubleshooting disabled plugins

Introduction

This article is meant for administrators who want to troubleshoot problems concerning visibility of the ZIVVER Office plugin in Outlook.

The ZIVVER Office plugin can be disabled by Outlook. Outlook can disable the ZIVVER Office plugin when it only measures a slight delay in performance. When Outlook disables the ZIVVER Office plugin, you will no longer see the ZIVVER tab in Outlook on the top ribbon next to Help, or see the ZIVVER bar when composing an email.

Verify that the Office plugin is installed in Windows

Check if the Office plugin is installed when the Office plugin is not visible in Outlook. If the plugin is not installed, please check the ZIVVER Office plugin installation manual to install the latest version.

Check if the plugin is always active

The LoadBehavior value determines whether the plugin is loaded at Outlook startup. It depends which installation type you chose: Just me or For everyone.

If you chose Just me the LoadBehavior resides at one of these two locations:

  • Computer\HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\ZivverOfficePlugin.AddinModule
  • Computer\HKEY_CURRENT_USER\SOFTWARE\Wow6432Node\Microsoft\Office\Outlook\Addins\ZivverOfficePlugin.AddinModule

If you chose For everyone the LoadBehavior resides at one of these two locations:

  • Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\ZivverOfficePlugin.AddinModule
  • Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\Outlook\Addins\ZivverOfficePlugin.AddinModule

The most important values for the LoadBehavior are:

  • LoadBehavior = 0 (0x00000000)
    The plugin is not loaded automatically at Outlook startup.
  • LoadBehavior = 2 (0x00000002)
    The plugin is not loaded automatically at Outlook startup. If the user starts the plugin manually and no problems occur, the LoadBehavior is set to ‘3’.
  • LoadBehavior = 3 (0x00000003)
    The plugin is loaded automatically at Outlook startup. If any problems occur, the LoadBehavior is set to ‘2’.

Follow the instructions in the ZIVVER installation manual if the DWORD value LoadBehavior is missing.

Check if the users can deactivate the plugin manually

Users can’t deactivate the ZIVVER Office plugin manually when the key below is used. Check if the following String value is set. Follow the instructions in the ZIVVER installation manual if there is no addinlist key.

Outlook String value Location Value data
2010 Not applicable - -
2013 ZivverOfficePlugin.AddinModule HKEY_CURRENT_USER\SOFTWARE\Policies\Microsoft\office\15.0\outlook\resiliency\addinlist 1
2016 ZivverOfficePlugin.AddinModule HKEY_CURRENT_USER\SOFTWARE\Policies\Microsoft\office\16.0\outlook\resiliency\addinlist 1

Check that the plugin is not disabled by default

Check if the ZIVVER Office plugin is mentioned in the following key. Remove it if the ZIVVER Office plugin is mentioned. If this doesn’t work you can try to remove the whole key and add it again. Note that this will also mean removing other disabled items from the list.

Outlook Key Location
2010 Not applicable -
2013 DisabledItems HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\15.0\Outlook\Resiliency\DisabledItems
2016 DisabledItems HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Outlook\Resiliency\DisabledItems

Check if the plugin is disabled due to a previous crash

Check if the ZIVVER Office plugin is mentioned in the following key. Remove the key that mentions the ZIVVER Office plugin. If this doesn’t work you can try to remove the whole key and add it again. Note that this will also mean removing other disabled items from the list.

Outlook Key Location
2010 Not applicable -
2013 CrashingAddinList HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\15.0\Outlook\Resiliency\CrashingAddinList
2016 CrashingAddinList HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Outlook\Resiliency\CrashingAddinList

Make sure the plugin is not disabled due to a delay

By adding the following key to your registry you can prevent the plugin from being disabled by Outlook due to delays.

Outlook Key Location Value data
2010 Not applicable - -
2013 ZivverOfficePlugin.AddinModule HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\15.0\Outlook\Resiliency\DoNotDisableAddinList 1
2016 ZivverOfficePlugin.AddinModule HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Outlook\Resiliency\DoNotDisableAddinList 1
  1. Go to HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\1x.0\Outlook\Resiliency\DoNotDisableAddinList.
  2. Create a new DWORD value named ZivverOfficePlugin.AddinModule.
  3. Open the DWORD value.
  4. Fill in 1 at Value data.
    The plugin will not be disabled anymore due to delays in Outlook.

Uninstall and install the Office plugin again

If none of the above has worked so far, it can help to completely remove the Office plugin and install it again.

The following explain how to modify the registry. If you modify the registry incorrectly you can end up with serious problems. Back up your registry before you continue. You can restore the registry if a problem occurs after modifying it.
  1. Uninstall the plugin
  2. Search the registry for strings that contain Officeplugin
  3. Remove all registry entries with the strings ZIVVER and Officeplugin
  4. Reboot the workstation.
  5. Reinstall the plugin.

Still need help?

Could not find the information that solves your problem? Please contact support with the following information:

  • Which environment is the Office plugin installed (e.g. VDI, Citrix)?
  • Where in the registry does the ‘LoadBehavior’ key reside?
    Possible locations
  • How many users are affected?
  • Did the Office plugin work in the past?

Please attach this information to a support request.
Contact support

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