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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.AddinModuleComputer\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.AddinModuleComputer\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 |
- Go to
HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\1x.0\Outlook\Resiliency\DoNotDisableAddinList. - Create a new DWORD value named
ZivverOfficePlugin.AddinModule. - Open the DWORD value.
- Fill in
1at 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.
- Uninstall the plugin
- Search the registry for strings that contain
Officeplugin - Remove all registry entries with the strings Zivver and Officeplugin
- Reboot the workstation.
- 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