Do you send a message with the Zivver Office Plugin in Outlook, and does the message stay in the Outbox folder without being sent? No error shows. An outdated plugin version or a delayed-send rule in Outlook is a likely cause, even when you did not expect it to affect Zivver.

Cause

Versions of the Zivver Office Plugin older than 6.23.0 do not process delayed delivery correctly. When an Outlook rule or a message setting delays or defers the delivery of outgoing messages, the message stays in the Outbox instead of sending when the delay ends.

Version 6.23.0 and newer fix this. If the problem persists on the latest version, a delay setting in Outlook itself is the likely cause.

Note

Do not disable the Zivver Office Plugin to solve this problem. The plugin is not the cause, and disabling it means that your messages are no longer secured by Zivver.

Solution

Check the installed version

1. Open Outlook and go to the Zivver tab.
2. Click About Zivver.
   A new window opens that shows the version numbers.

Is the version older than 6.25.0, the latest version? Install the latest version by following Install the Zivver Office Plugin. Does your organization manage the installation of software? Then your IT department has to update the plugin for you. For the changes per version, see the release notes.

Does the message still stay in the Outbox after the update? Continue with the next steps.

Check for a delayed-send rule

1. In Outlook, go to File > Info > Manage Rules & Alerts.
2. On the E-mail Rules tab, look for a rule that delays or defers delivery, such as a rule with the action defer delivery by a number of minutes.
3. Clear the check box of the rule to disable it, or select the rule and click Delete.
4. Click OK.

Check the delivery settings of the message

Is there no such rule, and is the message still stuck? Check whether a delay applies to the message itself.

1. Open the Outbox folder and double-click the stuck message.
2. Go to the Options tab and click Delay Delivery.
3. Clear the check box Do not deliver before and close the window.
4. Go to File > Options > Advanced.
5. Under Send and receive, check that Send immediately when connected is selected.

Send the message again

1. Close Outlook completely.
2. Start Outlook again.
3. Check the Outbox folder.
   Is the message still there? Send it again, or send a new test message.
4. Check that the message is sent and appears in your Sent Items folder.

Still need help?

Is there no delayed-send rule, and does the message still stay in the Outbox? Contact Zivver Support and include this information in your request:

• The exact version number of the plugin.
• The date and time that you sent the message.
• The result of the steps on this page.
• The Zivver Office Plugin debug log. Your administrator can find the steps in Troubleshoot bugs in the Office plugin.