Introduction

With the Zivver Outlook Web Access Add-in, you can send secure messages from Outlook Web Access (OWA). If you experience an issue with the add-in after installation — for example, the plugin isn’t visible or messages cannot be sent — this guide will help you troubleshoot the issue so it can be resolved as quickly as possible without needing to contact Zivver.

Prerequisites

For this guide, you will need the following:

• You are using a Zivver account with administrator rights. This means that you have access to the organization or admin settings at app.zivver.com.
• Your account is a member of the Zivver organization for which you are troubleshooting the Zivver OWA add-in. This means that the account is listed in the Account Settings pane of the Zivver organization settings.
• You have administrator access to the Office 365 or Exchange environment.
• You are using at least v6 of the OWA add-in. You can check the version number by clicking the installed add-in in the Office 365 Admin Center.
• You are using Exchange Online.
• Your environment meets the other technical requirements for the OWA add-in, as described in the Zivver installation manual.

Quick fix

Warning

Only use this quick fix when the add-in is not working for any of your users. When you uninstall the add-in, it will be removed for everyone. This means that users who are currently unaffected by any problems will not be able to use Zivver anymore either. Be aware that the plugin will be temporarily unavailable after uninstalling it until it is reinstalled and deployed.

A quick way to fix various problems is to remove the existing installation of the OWA add-in and then install it again from scratch, as described in the Zivver installation manual.

It is required that you complete every step in this document. This process will take about 20 minutes.

Reinstalling the OWA add-in

1. Log in to the Office 365 admin center.
2. Remove the existing installation of the add-in from the Services and Add-ins pane.
   Follow these instructions (installation-manual.html#remove-the-zivver-owa-add-in-from-microsoft-365-admin-center).
3. Remove the existing mail flow rule from the Exchange admin > Mail flow screen.
4. Install the OWA add-in again.
   Use the instructions in the Zivver installation manual.
   
   Note

   Also perform all the steps under Additional required settings.
5. Test if the problem is resolved.

Does the problem persist after the steps above? If so, continue with the rest of the guide to troubleshoot the issue.

Troubleshooting

This section of the guide will help you troubleshoot any problems with the OWA add-in after installation.

Below are several problems you may encounter. Click the link next to the problem that best matches your situation to view related causes and fixes:

• The add-in is not visible after installation
  Recognized by the Zivver icon being missing from a draft message.
  Read this section for causes and fixes.
• The add-in does not load properly in the side pane
  The side pane should appear on the right side of a message when you click the Zivver icon.
  Read this section for causes and fixes.
• Messages cannot be sent
  Read this section for causes and fixes.
• You repeatedly get permission pop-ups
  Read this section for causes and fixes.
• Messages are not sent securely but as regular emails
  Read this section for causes and fixes.
• Messages are received as both secure and regular emails
  Read this section for causes and fixes.

The add-in is not visible after installation

Problem: After installation, the add-in is not visible in the mailbox of the user(s).

Causes and fixes for this problem are listed below:

The add-in is not deployed

Cause: The add-in is installed, but it is not deployed to the affected users or groups.
Fix: Select the add-in under Services and Add-ins in Office 365 and make it available for the correct users or groups.

The add-in is not enabled

Cause: The add-in is installed and deployed properly, but it is not enabled within the OWA user environment. This depends on the deployment method selected during installation.
Fix: Select the add-in under Services and Add-ins, and select either the ‘Fixed’ or ‘Optional’ deployment method. The add-in will now be enabled by default in user environments.

Problem: After installation, the OWA add-in is not listed in the Services and Add-ins pane.

Cause: After installing the plugin, it does not appear under the Add-ins and Services pane in Office 365. This is caused by a bug in Microsoft’s user interface.
Fix: Wait for Microsoft to fix the issue. In some cases, this can be temporarily resolved by starting the installation process again, entering the manifest URL, and then canceling the process after receiving the error that the add-in is already installed.

The add-in does not load properly in the side pane

Problem: The add-in does not load properly in the side pane after clicking the Zivver icon.

Causes and fixes for this problem are listed below:

Trusted Websites are not set up

Cause: The necessary URLs have not been added to Trusted websites in Internet Options.
Fix: Add all three URLs to the Trusted websites.

Third-party cookies are blocked

Cause: Third-party cookies are not allowed on the user’s system.
Fix: Ensure that third-party cookies are allowed on the affected system.

You get popups asking for permission

Problem: When composing a new email, you receive a popup asking you to grant (admin) permissions.

Cause: You have not yet granted permissions to use the Graph API for your organization.
Fix: See this part of the installation manual for further instructions.

Messages cannot be sent

Problem: Messages cannot be sent via Zivver because OWA hangs on Zivver is working on your request.

Description: This issue occurs when you create a new message, turn on Zivver, and then click Send. The OnSend pop-up — the final check window that should appear when you click Send — may not appear either.
Fix: Enable the setting Access data from across domains in Internet Options for trusted websites.
Go to Internet Options > Security > Trusted sites > Custom Level... > Miscellaneous and enable Access data from across domains.

You can also deploy this setting via a registry value using Group Policy. See this page for more information.

Messages are received as both secure and regular emails

Problem: A message was sent via Zivver but also delivered as a regular email.

Cause: The mail flow rule is not configured in the Exchange admin panel. When Zivver is enabled for a message, this rule deletes the corresponding email when offered to the Exchange server so it is not also sent unencrypted.
Fix: Set up the mail flow rule in the Exchange admin panel. See this part of the installation manual for instructions.

Still need help?

Could you not find the information that solves your problem? Provide Zivver Support with the following information:

• Who is experiencing the problem?
  For example: all users or specific users.
• What are the email addresses of the affected users?
• At what date and time did the problem occur?
• What version of the OWA add-in are you using?
• Which browser are you using, and what version?
• Can you replicate the problem? If so, describe the steps that lead to the issue.
• Tell Zivver Support which steps you tried from this guide and what the outcome was.

Attach this information to your support request.
Contact support