Jive for Office: Dashboard Pane Does Not Open in Microsoft Word (Fixed in Client 30.7.77.0)

Solution

Issue

In Microsoft Word, the Jive for Office Dashboard does not open/display (the pane on the right is missing). Other Jive for Office actions may still work, and the Dashboard may continue to work in Excel/PowerPoint.

Observed symptoms (verbatim):

• “I clicked on Dashboard view but nothing happened.”
• “You can't see the dashboard on the right side anymore.” (Word only)

Environment noted in investigation

• Microsoft Word (Office 365): Version 2502 (Build 16.0.18526.20264)

What was ruled out during troubleshooting

1. Local reinstall alone was not a confirmed fix
   • Reinstalling Jive for Office was used to rule out corrupted client settings.
   • The issue remained reproducible across multiple users and also with a newly created test user.
2. Instance restart did not resolve the Word Dashboard issue
   • A rolling restart (no downtime) was performed.
   • After restart, the login screen worked, but the Word Dashboard still did not open.
3. Existing KB workaround did not apply
   • The “Empty Dashboard in Jive for Office Using Office 2016” guidance was attempted and did not correct the behavior in this scenario.

Root cause

A defect in the Jive for Office client prevented the Dashboard from opening in Microsoft Word (while Excel/PowerPoint were unaffected). The issue was reproducible with a test user.

Resolution (fixed client version)

Engineering released a fix in Jive for Office client version 30.7.77.0.

Step-by-step: Deploy the fixed client (30.7.77.0)

1. Force/enable the latest client binaries in the Jive Admin Console
   • Navigate to: System → Settings → Jive for Office → Client Binaries
   • Force/roll out the latest client so endpoints download the updated binaries.
   • If needed, follow your internal “How to upgrade to the latest version of the Jive for Office / Jive for Outlook plug-in” upgrade article for UI-specific guidance.
2. Install/Update Jive for Office on affected machines
   • Ensure users receive/install the updated Jive for Office client after the binaries are updated.
   • If you manage software centrally, consider forcing deployment to ensure endpoints update promptly.
3. Verify the installed version in Microsoft Word
   • In Word, open: Jive → Help → About
   • Confirm the version shows: 30.7.77.0

Expected result

After updating the client to 30.7.77.0, the Jive Dashboard in Word should open/display normally again.

Related symptom: Login screen shows a “script error message” (if encountered)

If a user cannot see the login screen and instead gets a “script error message” (exact error text may vary), try the following:

• Disable VPN (temporarily) and retest.
• Clear browser cache and retest.
• Test on another network.

If the login page works for some users but not others, collect the following and escalate for further review:

• Network/VPN/proxy details
• Screenshot showing the exact script error text
• Time of occurrence and any affected machine/user pattern