When trying to use Jive for Office with Microsoft Word, Powerpoint or Excel, or Jive for Outlook, you may encounter error messages such as "you couldn't connect to the server", and the account status in the office program may show "disconnected", or "Offline".
In Outlook, users may see a red "Offline" indicator.
In a Microsoft Office program, such as Excel, you may see an error message like "Failed to connect document to server".
On April 11, 2020, support for Transport Layer Security (TLS) versions 1.0 and 1.1 was removed from Jive for Cloud, due to the increased security risks present in these aging protocols.
TLS 1.2 is fully supported in Jive for Cloud and is enabled by default in Jive for Office and Jive for Outlook version 22.214.171.124 or later. However, this setting is not enabled by default in earlier versions, which can result in the add-on failing to connect to your Jive instance.
There are 2 solutions for fixing this problem:
Solution 1: Update to the latest version of Jive for Office or Jive for Outlook
It is recommended that you always update to the latest release of Jive for Office or Jive for Outlook as they become available. See the article How to upgrade to the latest version of Jive for Office / Jive for Outlook for more information.
Solution 2: Force the usage of TLS 1.2 in your existing version (workaround)
If upgrading to the latest plug-in version is not possible, then please follow these steps to enforce TLS 1.2 (or refer to the screen recording further below).
Open Outlook or any Office program
Go to Home > Jive
Click Help > About
Click Open Diagnostics Tool
Click on the Machine Settings tab
Scroll down to the Enforce TLS 1.2Note: If you cannot see an option to enforce TLS 1.2, then your plug-in version is too old to use this workaround. Please upgrade to the latest version.
Click True, located on the right
The property should now be set to True for all local users
Close the Jive Diagnostics Tool and restart your Office program