|Applies To||RSA Product Set: RSA Link (community.rsa.com)|
RSA Product/Service Type: Jive for Outlook Plugin
Platform: Lithium JX (formerly Jive-x), Microsoft Outlook
|Issue||After installing the Jive for Outlook plugin in Microsoft Outlook. the plugin seems to hang at a loading screen with the message below after logging in with my RSA Link credentials.|
After attempting to load for several minutes I am then presented with the following error message:
The Jive for Outlook log files report errors similar to the example below.
|Cause||This issue occurs when the Lithium JX (formerly Jive-x) version cannot be properly parsed by the plugin when being accessed for the first time.|
With the release of version 2018.x of the Lithium JX platform, Lithium began appending _jx to the end of their versions to differentiate them from the releases for the Jive-n platform which is owned and managed by Aurea.
The current version of the Lithium JX platform used on RSA Link can be found by navigating to https://community.rsa.com/admin prior to logging in.
However, the Jive for Outlook plugin is developed to only look for a version with numbers and periods (e.g. 2016.3.10) and is unable to parse the version that appends the _jx string. This prevents the authentication process from completing.
|Resolution||This issue is being corrected in the Lithium JX release that is scheduled for October 26, 2018, which will not have _jx appended to the version number.|
If you continue to experience the error after this date, please contact RSA Customer Support and reference this article number for further assistance.
|Notes||This issue is unrelated to the Jive for Outlook plugin version, and users that had installed the Jive for Outlook plugin prior to the release of any Lithium JX platform version that began appending the _jx will be able to upgrade to the latest version of the plugin without any negative impact.|