Overview

When trying to use Jive for Office or Jive for Outlook, one of the following error messages appears:

• Failed to connect document to server.
• You couldn't connect to the server. Please check the community URL and try again. If this problem continues, contact your Jive community admin.
• The request was aborted: Could not create SSL/TLS secure channel (This appears in the Jive for Office or Jive for Outlook log files)

This issue is resolved by updating the plugin to the latest version or forcing the use of the TLS 1.2 protocol.

Solution

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 30.7.68.0 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:

• Update to the latest version of Jive for Office or Jive for Outlook

• Or enforce the usage of TLS 1.2 in your existing version (workaround)

Solution 1: Update to the latest version of Jive for Office or Jive for Outlook

Update your Jive for Office/Jive for Outlook plugin to the latest version available to mitigate this issue.

Solution 2: Or enforce the usage of TLS 1.2 in your existing version (workaround)

Please follow the steps below to enforce the use of TLS 1.2 only if updating the plugin is not possible for any reason:

• Open the affected Microsoft Office application.

• Go to Home > Jive > Help > About and click on Open Diagnostics Tool.

• Click on the Machine Settings.

• Scroll down to the Enforce TLS 1.2

  Note: If you cannot see an option to enforce TLS 1.2, then your plug-in version is too old to use this workaround and the only solution is to update the plugin to the latest version.

• Click on the True option located on the right.

• Close the Jive Diagnostics Tool and restart your Office application for the changes to take effect.

  

Further support

If none of the solutions presented work for you, make sure to collect the additional diagnostic data and attach it with your support case:

• Open the Diagnostic Tool as described in Solution 2

• Click on the tab Windows events.

  

• Click on the button Save Locally.

  

• Open a ticket with Jive Support and attach the locally saved file.