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 an 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?

Enable debug logging

Debug logs help both Zivver and you by showing what went wrong when an end user experiences a problem in Outlook with the Zivver Office Plugin. Debug logs can also provide information for issues that you cannot reproduce yourself or that occur only intermittently.

Debug logs contain a lot of information. Therefore, an accurate date and timestamp of the issue are important.

After collecting debug information, you must disable debug logging.

Option 1: Through the Windows Registry

1. As an administrator, set the following registry values:
   • For Office Plugin version 6 and higher:
     • [HKEY_CURRENT_USER\SOFTWARE\Zivver\OfficePlugin\Settings] FileLoggingLevel = Trace
     • [HKEY_CURRENT_USER\SOFTWARE\Zivver\OfficePlugin\Settings] RemoteLoggingLevel = Trace
   • For Office Plugin version 5 and lower:
     • [HKEY_CURRENT_USER\SOFTWARE\Zivver\OfficePlugin\Settings] FileLoggingLevel = Debug
     • [HKEY_CURRENT_USER\SOFTWARE\Zivver\OfficePlugin\Settings] RemoteLoggingLevel = Debug
2. Close Outlook, then restart it.

Disable debug logging

1. Set the following values:
   • [HKEY_CURRENT_USER\SOFTWARE\Zivver\OfficePlugin\Settings] FileLoggingLevel = Info
   • [HKEY_CURRENT_USER\SOFTWARE\Zivver\OfficePlugin\Settings] RemoteLoggingLevel = Warning
2. Close Outlook, then restart it.

Option 2: Through zivver.config.xml

1. Close Outlook.
2. Go to %AppData%\Zivver\OfficePlugin.
3. Open zivver.config.xml.
4. Add the following lines:
   • For Office Plugin version 6 and higher:
     • <FileLoggingLevel>Trace</FileLoggingLevel>
     • <RemoteLoggingLevel>Trace</RemoteLoggingLevel>
   • For Office Plugin version 5 and lower:
     • <FileLoggingLevel>Debug</FileLoggingLevel>
     • <RemoteLoggingLevel>Debug</RemoteLoggingLevel>
5. Restart Outlook.

Disable debug logging

1. Remove the lines with <FileLoggingLevel>[level]</FileLoggingLevel> and <RemoteLoggingLevel>[level]</RemoteLoggingLevel>.
2. Restart 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.