Zivver works in the classic Outlook, but after switching to the new Outlook or when using Outlook on the web (OWA), the Zivver button or tab is nowhere to be found. Or the Zivver add-in is installed, but a warning about an old version keeps appearing.

Cause

The Zivver Office Plugin for the classic Outlook and the Zivver OWA add-in for the new Outlook and OWA are two different products. They also use a different deployment method:

The Office Plugin uses COM technology, which only the classic Outlook desktop app can run. It cannot run in the new Outlook or in a web browser, regardless of the configuration. Users of the new Outlook, OWA, or the new Outlook app therefore always need the separate OWA add-in.

Solution

1. Check which Outlook the affected user uses.
   The new Outlook, OWA, and the new Outlook app always need the OWA add-in. The Office Plugin is only used in the classic Outlook.
2. Deploy the add-in centrally in the Microsoft 365 admin center. Follow the installation manual for the Zivver OWA add-in.
   Do not use Intune or GPO for this. These methods only apply to the Office Plugin.
3. Is the add-in assigned to a security group or Entra ID group? Then add the affected users to the assignment directly.
   Microsoft does not deliver centrally assigned add-ins to members of nested subgroups.
4. Wait up to 48 hours after a new deployment.
   Microsoft needs time to propagate the add-in manifest to individual users. Even after a correct deployment, the add-in can take up to 48 hours to appear.

Note

Do not treat a missing add-in as broken until this period has passed for a new rollout.

An old-version warning keeps appearing

Does the warning about an outdated version keep appearing after you installed the newer add-in? Then an older registration of the add-in is still present in the mailbox.

1. Remove the old registration with PowerShell. Follow Uninstall older versions of the Zivver OWA add-in.
2. Wait up to 72 hours.
   Microsoft needs this time to remove the add-in from the mailbox.

Note

The warning is also shown in the classic Outlook, even though it is unrelated to the Office Plugin.

The problem persists for one user

Does the error or the missing add-in persist for one user after the periods above? Then the locally cached files of the add-in are probably outdated.

1. Ask the user to close Outlook and the web browser completely.
2. Ask the user to open the folder %localappdata%\Microsoft\OLK.
   This is the folder AppData > Local > Microsoft > OLK in the user’s profile.
3. Ask the user to delete the cached files of the add-in from this folder.
4. Ask the user to start Outlook or the browser again.
   The add-in loads again with new files.

Still need help?

If you cannot find a solution, contact Zivver Support and include this information in your request:

• Which Outlook does the affected user use: the classic Outlook, the new Outlook, or OWA?
• How many users are affected?
• How was the add-in deployed, and to which users or groups is it assigned?
• How long ago was the add-in deployed?
• Which steps from this page did you try, and what was the result?