Introduction

As an administrator, this article explains how to troubleshoot visibility problems with the Zivver Office Plugin in Outlook.

Outlook can disable the Zivver Office Plugin, even when it measures only a small performance decrease. When Outlook disables the plugin, you will not see the Zivver tab in the Outlook ribbon next to Help, nor the Zivver bar when composing an email.

Verify that the Office Plugin is installed in Windows

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

Check if the plugin is always active

Warning

The next steps explain how to modify the registry. If you modify the registry incorrectly, you can cause serious problems. Back up your registry before you continue. You can restore the registry if a problem occurs.

The LoadBehavior value determines whether the plugin is loaded when Outlook starts. The location depends on the installation type you chose: Just me or Everyone.

If you chose Just me, the LoadBehavior is located in one of these keys:

• 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 Everyone, the LoadBehavior is located in one of these keys:

• 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 LoadBehavior values 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 value changes to ‘3’.
• LoadBehavior = 3 (0x00000003)
  The plugin is loaded automatically at Outlook startup. If any problems occur, the value changes to ‘2’.

Check if users can deactivate the plugin manually

Users cannot deactivate the Zivver Office Plugin manually when this registry key is set. Check if the following String value exists. If the addinlist key is missing, follow the instructions in the Zivver installation manual.

Check that the plugin is not disabled by default

Check if the Zivver Office Plugin is listed under this key. If it is, remove it. If this does not solve the problem, remove the entire key and add it again. Note that this also removes other disabled items from the list.

Check if the plugin is disabled due to a previous crash

Check if the Zivver Office Plugin is listed under this key. If it is, remove the entry. If that does not work, remove the full key and add it again. Note that this also removes 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 Outlook from disabling the plugin due to delays.

1. Go to HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Outlook\Resiliency\DoNotDisableAddinList.
2. Create a new DWORD value named ZivverOfficePlugin.AddinModule.
3. Open the DWORD value.
4. Set Value data to 1.
   The plugin will no longer be disabled due to delays in Outlook.

Uninstall and reinstall the Office Plugin

If none of the above worked, it may help to completely remove the Office Plugin and reinstall it.

1. Uninstall the plugin.
2. Follow the steps in Clean up registry values.
3. Reinstall the plugin.

Still need help?

If you cannot find a solution, contact Zivver support and provide this information:

• Which environment is the Office Plugin installed in (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 your support request.
Contact support