Solve connection issues

Introduction

• What is required to connect the plugin to the Zivver backend?
• How can you check if the plugin connection is correct?

The Zivver Office plugin needs a connection to the Zivver backend to send and receive Zivver messages.

Plugin connection to Zivver

These parameters affect the connection:

• The plugin connects via HTTPS (TLS) only on port 443.
• The plugin connects to Zivver using the DNS domain https://*.zivver.com. The wildcard * means that multiple subdomains exist under the domain and can be used. Zivver does not use fixed IP addresses.
• A firewall must not block the Zivver connection.
• A proxy must not block Zivver.

How to check the connection between the Office plugin and Zivver

If the plugin has a connection with Zivver, the user can log in with their Zivver account credentials. Also, the Zivver toolbar does not display connection status notifications. This means the toolbar is either inactive (gray) or active (blue).

Check the connection in About Zivver:

1. Click the Zivver tab.
2. Click About Zivver.

If you see a version number next to Backend version and Backend API version, the connection with Zivver is available. The version number for Plug-in API version is always available, even without a connection.

If the plugin cannot connect, the Zivver toolbar turns red and displays this message:

There was a problem connection to Zivver. If this error appears often, please check docs.zivver.com/connection.html for help.

If the network status is still unknown, the plugin shows this message:

Connecting...

If the connection is down, you may also see a message that the username or password is incorrect. In that case, check your connection to Zivver. See the next section.

Connection issues

Check the following if you encounter these issues:

• The Office plugin cannot connect to the backend.
• In About Zivver, no version numbers are shown after Backend version and Backend API version.

1. The Zivver Office plugin must be able to use the standard HTTPS port (443). If necessary, add this permission to your proxy server settings.
2. A firewall must not block the Zivver backend. Add https://*.zivver.com to the trusted domains list if necessary.
3. The Office plugin requires a valid digital certificate to secure the connection to Zivver. If the connection is blocked, open: %AppData%\Zivver\OfficePlugin\zivver.config.xml and add this line: <PinRootCertificate>false</PinRootCertificate>

Updated on 2026-06-18