Introduction

Use these generic troubleshooting steps when you encounter a bug in the Zivver Office Plugin.

Troubleshooting bugs with the Office Plugin

Effective troubleshooting requires structure. Below you will find the approach that helps you investigate issues with the Office Plugin and share the right information with Zivver Support.

Answer the questions and follow the recommended troubleshooting steps to resolve bugs in the Office Plugin.

Collect contextual information

1. What is the problem?
   Provide a clear problem description.
2. Did it work before?
   If yes, note when the problem first occurred.
3. What are the steps to reproduce the problem?
   Record a video showing the steps to reproduce, including any error messages if possible.
4. Does the problem also occur when the Office Plugin is disabled in Outlook?

Collect specific information

Gather this data immediately after the problem occurs:

• What is the email address of the affected user?
  This allows Zivver to investigate what is happening for the user.
• On what date and time was the problem reproduced for the user?
  For example: “22 February, 10:22 AM”
• Send the Zivver Office Plugin troubleshooter and error logs.
  Ask the user to go to the Zivver tab in Outlook > Help > click Message > click OK > send the message including the date and time.