Introduction

As an administrator, how to troubleshoot visibility problems of the Zivver Office Plugin in Outlook.

Outlook can disable the Zivver Office Plugin. Outlook can disable the Zivver Office Plugin when it measures only a small performance decrease. When Outlook disables the Zivver Office Plugin, you do not see the Zivver tab in Outlook on the top ribbon next to Help, or see the Zivver bar when you compose an email.

Verify that the Office plugin is installed in Windows

Make sure that the Office plugin is installed. If the plugin is not installed, install the newest version. Refer to the Zivver Office plugin installation manual.

Check if the plugin is always active

The LoadBehavior value determines whether the plugin is loaded at Outlook start-up. 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’.

Check if the users can deactivate the plugin manually

Users cannot deactivate the Zivver Office plugin manually when this key is used. Do a check whether this String value is set. Do the instructions in the Zivver installation manual if there is no addinlist key.

Check that the plugin is not disabled by default

Check if the Zivver Office plugin is mentioned in this 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.

Check if the plugin is disabled due to a previous crash

Do a check whether the Zivver Office plugin is mentioned in this key. Remove the key that mentions the Zivver Office Plugin. If this does not solve, you can try to remove the full key and add it again. Note that you must also remove other disabled items from the list.

Make sure the plugin is not disabled due to a delay

Add this key to your registry to prevent that Outlook disables the plugin due to delays.

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.

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? Speak to Zivver support and give this information:

• Which environment is the Office Plugin installed (for example, VDI, Citrix)?
• Where in the registry is the ‘LoadBehavior’ key?
  Possible locations
• How many users are affected?
• Did the Office Plugin work in the past?

Attach this information to a support request.
Contact support