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Troubleshooting Desktop Integration Package Problems

The following table describes solutions to common problems that you may encounter with Desktop Integration Package (DIP) components.

Symptom Possible Cause Solution
A document that is in the My Documents folder never shows up in the search results when I look for information it contains. The My Files search interface is not currently selected. Select the My Files interface and retry.
The search criteria are too restrictive. Modify the query keywords and facet selection to return more results.
The document is too recent and has not been indexed yet. Retry later.
The folder has been excluded from the indexing process. Ensure that the folder containing the document you are looking for has not been excluded from the indexing process (see Configuring Local and Archived Emails to Index).
In the Outlook Sidebar, when I select some of the search interfaces, I see a disconnect icon:

There is a communication problem between your computer and the Coveo server on which you can perform searches:
The network is down Contact your network administrator
Your computer is not connected to the network (locally or via VPN). Ensure that your computer is connected to the network and that you are logged in (locally or via VPN).
Your computer is not connected to the Internet. Ensure that the connection to the Internet is working properly.
When I try searching through email messages, I never get any results, as if none of my messages are taken into account. The My Emails search interface is not currently selected. Select the My Emails interface and retry.
The search criteria are too restrictive. Modify the criteria so that more results could be displayed.
Email messages are not indexed directly on the Exchange server and the DIP has not been configured to index local emails (directly saved on your computer). Modify the configuration to add local emails to the Coveo unified index (see Configuring Local and Archived Emails to Index).
I cannot find any email messages from my archive folders in Outlook. Local archives may have been excluded from indexing. Modify the configuration to add archive files to the Coveo unified index (see Configuring Local and Archived Emails to Index).
There are a lot of duplicate email messages in the search results. Messages are indexed both on the Exchange server and locally on your computer. Modify the configuration to exclude local email messages from the indexed items (see Configuring Local and Archived Emails to Index).
I do not want archived messages to be displayed in the search results. By default, all archive files that are open in Outlook are taken into account during the indexing process and are therefore available when you perform a search. Modify the configuration to exclude archive files from the Coveo unified index (see Configuring Local and Archived Emails to Index).