Solve connection issues

Introduction

This Quick Reference Cards explains:

  • What is needed to connect the plugin to Zivver
  • How to check if the plugin is connected properly.

The Zivver Office plugin needs connection to the Zivver backend to send and receive Zivver messages.

Plugin connection to 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 office plugin and Zivver

If the plugin is connected with Zivver, then the 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, then 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.

A digital certificate must be signed from the Office plugin to secure the connection to Zivver. Change the following when a connection to Zivver is blocked:

%AppData%\Zivver\OfficePlugin\zivver.config.xml
Add the following line:
false

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