Introduction

This manual describes how to install Zivver Office Plugin and offers installation troubleshooting information.

Installation

This section describes the installation process.

Using the online or offline installer

Two installer packages are available for Zivver Office Plugin - an online and an offline version. The difference between them lays in the manner in which updates are installed.

• If it is desired that users install updates themselves, the online variant should be used.
• If it is desired that the Zivver Office Plugin is managed and updated in a centralized manner, the offline variant should be used.

Online installer

Download the online installer.

The online installer (.exe) downloads all the needed data during the installation. The actual install takes place from a downloaded .msi package.

If the Zivver Office Plugin was installed using the online installer, it checks automatically for new versions. If a new version is available, the user will receive a prompt when Outlook is started. The user will be able to choose whether to update the product. Of course, this implies that the user must have the rights needed to install an update on their computer.

During an update, the existing version is first removed, then the new one is installed. Afterwards, Outlook can restart automatically, if the user has chosen this option during the installation.

Offline installer

Download the offline installer.

If the product is installed using the offline installer, then it is only possible to install a newer version by hand, as the product does not update itself. This is how the offline installer differs from the online one.

The offline installer is a standard .msi file for which the Microsoft Installer commands can be used. See the Microsoft Installer commands section.

Installing “for everyone” or “just for myself”

Regardless of whether the online or offline installer is used, the Office plugin can be installed for all users of this computer or for the logged in user only.

You should install the plugin “for everyone” when the plugin is centrally deployed and managed. It is also possible to first do a rollout where the Zivver Office Plugin is installed “for everyone” on every target system, and then set registry keys on each system to determine for which users the Zivver Office Plugin should be active. See section LoadBehavior registry settings.

You should install the plugin “just for myself” if the current user is the only user of a system who needs to use Zivver. Such situations may arise, for example, during Zivver testing or in the “pilot” phase of a roll-out.

• With a “for everyone” installation, the plugin is installed on the workstation and this is available for all users who log in to this workstation. The installation files are written to %Program Files (x86)% by default. This requires admin rights.
• With a “just for myself” installation, the plugin is installed in the user directory and is therefore only available for the current logged-in user. The installation files are written to %localappdata% by default. No admin rights are required for this.

The choice of installing for all, or just for the logged in user, can be made manually during the installation process. It is also possible to use Microsoft Installer commands, as detailed below.

Microsoft Installer commands

This section explains how to use msiexec to start the installation process with the help of Microsoft Installer commands.

• The following shell command will perform a silent install “just for myself”: msiexec /i "Zivver.OfficePlugin.Installer.msi" /quiet
• The following shell command will perform a silent install “for everyone”: msiexec /i "Zivver.OfficePlugin.Installer.msi" ALLUSERS=1 USEIMPERSONATE=0 /quiet

If ALLUSERS is not specified, the plugin will be installed “just for myself”. The same is true if setting ALLUSERS = “”.

Installation files

Depending on which installation option is chosen, the files belonging to the plugin will be written to different locations:

• With a “for everyone” installation files will be written to %Program Files (x86)% by default. For example: C:\Program Files (x86)\Zivver B.V\Zivver Office Plugin\
• With a “just for myself” installation, files are written to %localappdata%. For example: \AppData\Local\Zivver B.V\Zivver Office Plugin\

The location can be changed during the installation.

Installing the product with GPO

The plugin can be installed by using a Microsoft Group Policy Object (GPO). Please see the Office Plugin Installation Manual via Group Policy Objects.

Installing the product with SCCM

The plugin can be installed with Microsoft System Center Configuration Manager (SCCM). Please see the Office Plugin Installation Manual for Microsoft SCCM.

Installing the product with RDS

The plugin can be installed in an environment with Microsoft Remote Desktop Services (RDS), also known as Microsoft Terminal Services (TS) in Microsoft Windows Server 2008 and earlier. Please see the Office plugin installation manual for Microsoft RDS.

Installing the product with Intune

The plugin can be installed with Microsoft Intune. Please see the Office Plugin Installation Manual for Microsoft Intune.

Installing the product with RES

The product can be installed using RES ONE Automation.

In Security Context enter an account which has the rights needed to perform an install on the remote machine.

Account data

The account data for a logged-in account are saved in two locations:

• Per logged-in account: %AppData%\Zivver\OfficePlugin\accounts\
• A value is written per registered account in: HKCU\SOFTWARE\Zivver\OfficePlugin\Secrets\

Updating the product

If the product was installed “for everyone” it can only be updated if the account which performed the installation has admin rights. This is because the installation files are kept by default at: C:\Program Files (x86)\Zivver B.V\Zivver Office Plugin\ which can only be altered by an admin.

Configuration

Plugin connection to Zivver

The Zivver Office Plugin needs a connection with Zivver to be able to send and receive messages. This section explains:

• what is needed to connect the plugin to Zivver
• how to check if the plugin is connected properly.

Ensuring connection with Zivver

The connection is influenced by the following factors:

• The plugin makes an HTTPS connection (TLS) via port 443. No other ports are used.
• The plugin makes a connection to Zivver via the DNS domain https://*.zivver.com. The wildcard * expresses the fact that multiple subdomains exist under the domain and may be used. Zivver does not make use of fixed IP addresses.
• Zivver connection is not stopped by a firewall.
• Zivver is not blocked by a proxy.

How to check the connection between the product and Zivver

If the plugin is connected with Zivver, user can log in using Zivver account credentials. In addition, the Zivver toolbar does not display any notifications regarding connection status (the toolbar is greyed out or blue).

The connection can be checked in the About Zivver screen:

1. Click the Zivver tab. 2.Click About Zivver.

If there is a version number displayed next to Backend version and Backend API version, then the connection with Zivver is available. The version number for Plug-in API version is always filled in, even when no connection is available.

If the plugin cannot connect, this is also indicated through a message in the Zivver toolbar. The toolbar is coloured red and the following message is displayed:

Cannot connect to the Zivver service. Are you connected to the internet?

If the network status has not been determined yet, the plugin displays the message:

Connecting…

A message stating that the username or password is incorrect will be displayed if the connection is not up. Please check your connection to Zivver as described below to continue:

Connection issues

If the Office plugin cannot connect to the backend, and in About Zivver no version numbers are shown after Backend version and Backend API version, please check the following:

1. The Zivver Office Plugin must be able to use the standard HTTPS port (443). If necessary, add this permission to your proxy server settings. 2.The Zivver backend should not be blocked by a firewall. Add https://*.zivver.com to the trusted domains list, if necessary.

LoadBehavior registry settings

During the installation of Zivver Office Plugin some registry values are set. For Outlook, the LoadBehavior is set. This value decides whether the plugin is loaded while Outlook starts, or not. LoadBehavior can be set per user or per system.

If the Zivver Office Plugin was installed for “just me” - i.e. the current user - then LoadBehavior is set at one of the following 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 the Zivver Office Plugin was installed for “everyone” (all users) then LoadBehavior is set at one of the following locations:

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

Possible values of LoadBehavior are:

• LoadBehavior = 0 (0x00000000) The plugin is not loaded automatically when Outlook starts. If the user starts the plugin manually, the value remains 0. Therefore, the following time that Outlook is started, the plugin will not be loaded automatically.
• LoadBehavior = 2 (0x00000002) The plugin is not loaded automatically when Outlook starts. If the user starts the plugin manually and there are no problems with starting, the value is changed to 3 (see below).
• LoadBehavior = 3 (0x00000003) The plugin is loaded automatically when Outlook starts. If a problem with the plugin is detected, the value will be automatically changed to 2 (see above).

During the Zivver Office Plugin installation, the LoadBehavior key is added and its value is set to 3. When it is uninstalled, the value is removed.

A LoadBehavior value can be adjusted manually in the registry, or you can roll it out to users based on, for example, an application group in the Active Directory. If the LoadBehavior value does not exist, it can be created manually as a DWORD (32-bit) value.

Automatic login with Single Sign-On

Administrators can set up automatic login with SSO. This ensures that users do not need to log in manually to Zivver via the Login button in the Zivver toolbar. With automatic login with Single Sign-On enabled, the login session is automatically prolonged after 30 days if the user is still active. You can activate this feature by setting an additional registry key.

Prerequisites

1. You have set up SSO for your organization.
   Read more about setting up Single Sign-On
2. You have an active Zivver account.

3. Your Identity Provider does not require a manual action to log in.
   

   If your Identity Provider requires the user to enter a second authentication factor or manually initiate a log in, it is not possible to enable automatic login to Zivver.

Enable automatic login

Choose the correct registry keys

If the Zivver Office Plugin was installed for the current user (just-me installation), then use one of the two registry keys from HKEY_CURRENT_USER.

• Computer\HKEY_CURRENT_USER\SOFTWARE\Zivver\OfficePlugin\Settings

or

• Computer\HKEY_CURRENT_USER\SOFTWARE\Wow6432Node\Zivver\OfficePlugin\Settings
  Use the registry key with Wow6432Node if you have a 32-bit Office installation on a 64-bit operating system.

If the Zivver Office Plugin was installed for all users (everyone), then use one of the two registry keys from HKEY_LOCAL_MACHINE.

• Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Zivver\OfficePlugin\Settings

or

• HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Zivver\OfficePlugin\Settings
  Use the registry key with Wow6432Node if you have a 32-bit Office installation on a 64-bit operating system.

Create the registry key

1. Create one of the four above mentioned registry keys for a user, based on installment type, bitness of your Office installation and operating system.
   

   You can add the registry keys to a GPO if you are using GPO to roll out other registry settings for Zivver.

2. Create a DWORD (32-bits).

3. Name it AutoEnableSsoAccounts.

4. Double click AutoEnableSsoAccounts and Enter 1 as Value.

5. Create a DWORD (32-bits).

6. Name it TryAutoReloginSso.

7. Double click TryAutoReloginSso and Enter 1 as Value.

Disable automatic login

Remove the above registry keys from the registry to disable automatic login.

Ensure that the plugin is always switched on

If you want the Office plugin to be always on, you can make a change in the registry. This will ensure that, for example, users cannot deactivate the plugin themselves, and that Outlook does not disable the plugin in the event of a delay. As an administrator, you can make these adjustments manually, automatically using a REG file, or through a Group Policy Object.

Make adjustments via the Register Editor

The table below shows the key value per Outlook version. Use the correct key value for your version of Outlook.

Outlook	Key value
2013	15.0
2016	16.0

Ensure that users cannot deactivate the plugin

1. Open the Registry Editor.
2. Go to HKEY_CURRENT_USER\SOFTWARE\Policies\Microsoft\office\1x.0\outlook\resiliency\addinlist
   Create new keys as needed.
3. Place in \addinlist a new string value named ZivverOfficePlugin.AddinModule.
4. Open the created string value.
5. Set the Value to 1.
   Users can no longer deactivate the product.

Make sure the product is always active

1. Go to HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\ZivverOfficePlugin.AddinModule.
2. Make a new DWORD value named LoadBehavior.
3. Open the DWORD value.
4. Fill in the Value field with 3.
   The product will now always be active in Outlook.

Ensure that the plugin is no longer disabled by default

1. Go to HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\1x.0\Outlook\Resiliency\DisabledItems.
2. Remove the DisabledItems key.
3. Create the DisabledItems key.
   The plugin is now no longer disabled by default.

Ensure that the plugin is active even though the plugin has crashed in the past

1. Go to HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\1x.0\Outlook\Resiliency\CrashingAddinList
2. Delete the CrashingAddinList key.
3. Create the CrashingAddinList key again.
   The plugin is now active again even though the plugin has crashed in the past.

Ensure that the plugin is not disabled in the event of a delay

1. Go to HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\1x.0\Outlook\Resiliency\DoNotDisableAddinList.
2. Create a new DWORD value with the name ZivverOfficePlugin.AddinModule.
3. Open the created DWORD value.
4. Enter 1 as Value.
   The plugin will never be disabled in the event of a delay.

Make adjustment via a .reg file

With a .reg file you can make changes to the registry automatically.

1. You will find the correct file for your version of Outlook on the Zivver support website:
   • Download the .reg file for Outlook 2013
   • Download the .reg file for Outlook 2016
2. Save the correct .reg file for your Outlook version.
3. Run the .reg file.
4. Confirm your choice.
   The changes described in the previous subsection have now been applied automatically.

Making adjustments via a Group Policy Object (GPO)

1. Open the Group Policy Manager.
2. Create a new GPO in the desired domain.
3. Name the new GPO.
4. Right-click the new GPO.
5. Select Edit.
6. Go to User Configuration.
7. Click Settings.
8. Open the Windows settings.
9. Right-click Register.
10. Create entries as detailed in the table below.

Name	#	Action	Location	Key	Value Name	Type	Value
ZivverOfficePlugin.AddinModule	1	Create	HKCU	HKEY_CURRENT_USER\SOFTWARE\Policies\Microsoft\office\1x.0\outlook\resiliency\addinlist	ZivverOfficePlugin.AddinModule	String value	1
LoadBehavior	2	Update	HKCU	HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\ZivverOfficePlugin.AddinModule	LoadBehavior	REG_DWORD	3
DisabledItems	3	Delete	HKCU	HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\1x.0\Outlook\Resiliency\DisabledItems
DisabledItems	4	Create	HKCU	HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\1x.0\Outlook\Resiliency\DisabledItems
CrashingAddinList	5	Delete	HKCU	HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\1x.0\Outlook\Resiliency\CrashingAddinList
CrashingAddinList	6	Create	HKCU	HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\1x.0\Outlook\Resiliency\CrashingAddinList
ZivverOfficePlugin.AddinModule	7	Create	HKCU	HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\1x.0\Outlook\Resiliency\DoNotDisableAddinList	ZivverOfficePlugin.AddinModule	REG_DWORD	1

Mail from external programs via Outlook

If you want to send a document directly from, for example, Microsoft Word, Excel or Powerpoint, then Outlook must be started in a mode that also includes the plugins are loaded. To enforce this, Zivver uses the following file: C:\Program Files (x86)\Zivver B.V\Zivver OfficePlugin\zivver.restarter.exe Ensure that Zivver users have rights to open this file, so that they do not encounter problems when mailing from externalprograms.

Troubleshooting the Office plugin

If problems occur with the Office plugin, the built-in problem solver may be valuable in making the correct diagnosis.

1. Click the Zivver tab.
2. Click the Help button.
   The problem solver is started.

You now see a wizard that checks for a number of issues and lists the ones it found. In the last screen you have the option to send an e-mail to the Zivver support department, which also includes diagnostic information and an attached error log file.

View the error log

The error log of the Office plugin provides useful information about what goes wrong at the following location:

%AppData%\Zivver\OfficePlugin\zivver.error.log

The file can be opened in a simple text editor, such as Windows Notepad. If you contact the Zivver support department about a problem in the Zivver Office plugin, it is useful to send the error log as an attachment.