Copernic Desktop Search Support

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Email Software

Outlook is grayed out. What to do? There are several reasons why Outlook could be grayed out in CDS. ...

The Outlook icon in CDS is grayed out.

There are several reasons why Outlook could be grayed out in CDS.

Here are the most common reasons:

  1. Copernic Desktop Search 4 Lite (free version) does not index Outlook.
  2. Outlook version currently used is not supported by CDS.
  3. CDS supports Outlook 2000, 2002(XP), 2003, 2007, 2010 and 2013 (32-bits and 64-bits)
    It does not support older versions such as Outlook 97 or 98.
  4. Outlook requires an authentication (password protection).
    In that case, you need to start Outlook before starting CDS. By default, CDS loads at startup, you might want to modify this setting.
    1. Click the Tools menu.
    2. Click Options.
    3. Click the Advanced tab.
    4. Clear the option "Start Application when computer starts".
  5. Contact us back if Outlook remains grayed out even after you did these verifications.

    NOTE: In your contact form, please answer the following questions in order to progress further:
    - What kind of email account is configured in Outlook? (MAPI, POP, exchange?)
    - Do you have multiple profiles set in Outlook?
    - Is your profile password protected when you open Outlook?
    - Do you have PST files opened in Outlook?

Do you support iCloud with Outlook? Yes. However, for the moment, Copernic Desktop Search can only index emails coming from iCloud. Contacts and o...
Yes. However, for the moment, Copernic Desktop Search can only index emails coming from iCloud. Contacts and organizer are not supported for the moment.
I can't open Microsoft Outlook anymore after I installed CDS. Why? By clearing and regenerating the Navigation Pane for the current profile of your Microsoft Outlook, you should...

After I installed Copernic Desktop Search, I can't open Microsoft Outlook anymore.

By clearing and regenerating the Navigation Pane for the current profile of your Microsoft Outlook, you should be able to run it again.
  1. Open the Run window in your start menu of Windows (All Programs > Accessories > Run).
  2. Type outlook.exe /resetnavpane
  3. Click Ok.
If that method does not work, please try this :
  1. Open the Run window in your start menu of Windows (All Programs > Accessories > Run).
  2. Type regedit
  3. Locate : [HKEY_CURRENT_USE]SoftwareMicrosoftWindowsNTCurrentVersionWindows Messaging Subsystem
  4. Delete the Profiles key under the Windows Messaging Subsystem key

General

In which language is CDS available? Copernic Desktop Search edition is available for purchase in English, French, German, Dutch, Portuguese and Sp...
Copernic Desktop Search edition is available for purchase in English, French, German, Dutch, Portuguese and Spanish.
Are Support and Updates included in the list prices?
Full version: Yes, basic support and updates are included in the price. However, upgrades are not included.
What are the system requirements?
OS:Windows XP SP3, Windows Vista, Windows 7 and Windows 8 (32-bit or 64-bit).
Browser:Microsoft Internet Explorer® 7.0 or more / Mozilla Firefox® 4 or more / Google Chrome®
Memory:256 MB of ram.
Hard Disk Space30MB available
Internet ConnectionAn Internet connection is required to activate a license
Is it possible to downgrade to version 3.7? You are a previous user & owner of Copernic Desktop Search version 3.7, it is possible to revert back to a pre...
You are a previous user & owner of Copernic Desktop Search version 3.7, it is possible to revert back to a previous version if your licensing is still valid. Simply Contact us page to get more details.
Do you offer Government, Educational and non-profit discounts? Yes. Please visite our ...
Yes. Please visite our Educational, Government and non-profit discounts page to learn more about special pricing available for you.
What is your policy regarding personal data privacy? We understand your concerns and CDS was designed with your privacy in mind. Rest assured that the data indexed...
We understand your concerns and CDS was designed with your privacy in mind. Rest assured that the data indexed by CDS stays on your PC and on no account will it be transferred to us or any of our partners. Furthermore, computer activity is solely monitored to enable or disable the indexing process. However, with CDS Home and Professional versions, the search terms may be transmitted to Copernic's Internet search engine in order to provide Web results. Consult our software privacy policy for additional information.
When I try to renew CDS Corporate licenses, what should I do if it does not work? Version 3: ...
Version 3:

A license of CDS Corporate is valid for 1 year. You can still renew your license which entitles you to Version 4. After, a renewal of 25% of the original invoice needs to be purchase. You can renew using the following link:

My registered copy of Copernic Desktop Search has changed to an expired trial after I updated to Windows 8 from a previous version of Windows, what should I do?
  • 1. Close the pop-up window: Your trial period is expired.
  • 2. Open the installation folder of Copernic Desktop Search.
  • 3. Right-click on the executable DesktopSearchService.exe.
  • 4. Run as an administrator.
  • 5. Right-click on the executable DesktopSearch.exe.
  • 6. Run as an administrator.
  • 7. You should see the window: Your trial period is expired.
  • 8. Click on the Buy button.
  • 9. Enter your serial number again
The default location of Copernic Desktop Search: C:\Program Files\Copernic Desktop Search - Pro
Do you have a Value-Added Reseller Program? Yes. Visit the
Yes. Visit the Partners page to learn more about the conditions.
How do I buy the full version? You can simply ...
You can simply purchase online using any major credit card, personal or business check, wire transfer, purchase order, PayPal, etc. You may also chat with a sales representative by clicking on the chat tool in the store pages.
What is the difference between the Full and Free editions? The full edition is the only CDS versions eligible for use in a commercial environment. There are several imp...
The full edition is the only CDS versions eligible for use in a commercial environment. There are several important differences between the free and full editions. Please see the Compare editions page.
Which version is right for me? It all depends on your needs. You can see the differences on the ...
It all depends on your needs. You can see the differences on the Compare editions page. You can chat live with a sales representative and they can provide you with valuable information to help you in your decision.
How can I renew my CDS Corporate license? Renewing your support contract gives you access to updates and upgrades for all your CDS Corporate licenses fo...
Renewing your support contract gives you access to updates and upgrades for all your CDS Corporate licenses for a full year. By renewing your support contract, it gives you access to version 4. Please visit the following page: Copernic Renewal Page
Which version is right for me? It all depends on your needs. You can see the differences on the ...
It all depends on your needs. You can see the differences on the Compare editions page. You can chat live with a sales representative and they can provide you with valuable information to help you in your decision.

General Use

Where can I find the deskbar inside Version 4? In version 4, we implemented a new shortcut ...
In version 4, we implemented a new shortcut (Hit CTRL twice) that brings up the main interface and puts the focus directly to the search bar.
Can I use Copernic Desktop SearchLite at work? Please note that the Lite version of Copernic Desktop Search is free for non-commercial home use only. For wo...

Copernic Desktop Search Lite is free and for non-commercial use.

Please note that the Lite version of Copernic Desktop Search is free for non-commercial home use only. For work, government, non-profit and educational environment, please use the Full version.
Why do I get an error with the file ntdll.dll? Otherwise, the causes of ...
Otherwise, the causes of ntdll.dll error messages can vary greatly. However, most ntdll.dll errors result from a corrupt or damaged version of the ntdll.dll file itself, corrupt hardware drivers, or issues between Windows and other programs.

Possible solution:

  1. If the ntdll.dll error only displays when you use CDS, uninstall CDS, reboot your computer, and then install the latest version again from scratch.
  2. Selectively disable Internet Explorer add-ons. If your ntdll.dll error is displaying when you start, run, or close Internet Explorer, an add-on may be causing the problem. Disabling each add-on, one by one, will determine which add-on is the culprit (if any).
  3. Perform a repair installation of Windows XP. If individual software reinstallations fail to resolve the problem, a repair installation of Windows will replace the ntdll.dll file. Remember to install all Windows service packs and other patches after this installation.
  4. Ntdll.dll errors could occur if you have an Iomega Zip drive on the same IDE cable as the hard drive inside your computer. If so, move the Zip drive to a dedicated IDE controller.
Should CDS not be slowing down my computer? CDS should not slow down your computer. Thanks to different performance options to control the resources used ...

CDS is optimized not to slow down your computer

CDS should not slow down your computer. Thanks to different performance options to control the resources used by the indexing process, your computer's performance should not suffer from installation or use of CDS. Default performance parameters are set to fit most people's needs. You can also modify these settings to fit your type of computer usage.

During the initial indexing process, you may have the impression that CDS uses your computer resources intensively. It can be the case.

For version 3: To view or modify the indexing performance options:
  1. In CDS, click the Tools menu then click Options.
  2. Click the Indexing & Performance tab.
  3. Look at the Indexing performance section.
For version 4: To view or modify the indexing performance options:
  1. In CDS, click the Tools menu.
  2. Click the Indexing Performance.
  3. Select Unrestricted or Restricted.

This section deals with the execution of background indexing when you use your computer for other uses. Background indexing means that Copernic Desktop Search will keep indexing documents while other applications are running, even if it is running behind them or is minimized in the system tray.
Note: icons displayed near your computer clock are applications in your system tray.

  1. Suspend indexing while I use my computer: In order to save computer resources, by default, the software pauses the indexing process while you use other programs. It will restart indexing after 2 minutes of user inactivity. Usually, the best time to index is when your computer is idle, that is when you are not using it (not typing nor moving the mouse). If you want to modify the number of seconds of inactivity required to restart the indexing process in the Resume indexing after X of idle time box, type or use the arrows to specify another value.
  2. Suspend indexing while computer resources are highly used: By default, Copernic Desktop Search monitors your computer%u2019s activity constantly in order to pause the indexing process when the computer resources are highly used by other programs (or processes). This allows Copernic Desktop Search to be "invisible", meaning that it will not impede any other computer activity (yours or another program's), as it will index only when computer resource use is low. In fact, the software monitors the CPU activity constantly in order to throttle back as necessary.
  3. Suspend indexing when computer runs on battery power: Pauses the indexing process to save power resources (applies to portable computers only). If you are using a laptop computer and select this option indexing will not take place while the computer is running on battery power.
Important: You should specify reasonable resume indexing delays for options A and B. If the specified delays are too high, CDS might not be able to resume indexing, hence your documents would not be indexed.
Why are certain characters ignored by CDS? Here is a list of the characters that are ignored by CDS :...

When I search for specific characters, CDS ignore them.

Certain characters are ignored by Copernic Desktop Search, and thus considered as white spaces.

Here is a list of the characters that are ignored by CDS :

period .comma ,semicolon ;
underscore _slash /backslash
ampersand &left parenthesis (right parenthesis )
left square bracket [right square bracket ]left curly brace {
right curly brace }exclamation mark !less-than sign <
greater-than sign >at sign @quotation mark "
apostrophe 'colon :equal sign =
vertical bar |plus sign +hyphen -
question mark ?asterisk *

For more information, please refer to the topic Operator of the online help of Copernic Desktop Search.
Why is it slow when I use the "Did you mean"? For version 3 only: Copernic is aware of a slow search problem with the feature ...
For version 3 only: Copernic is aware of a slow search problem with the feature "Did you mean".

Try a search with this feature disable.

We hope to fix it in a future version. Open menu Tools -> Options -> General -> Disable "Enable query correction (Did you mean) option.

Why is the "Retry" button appearing? When Office 2007 is closed, an error message will appear when you try to open a mail. Click the "Retry&qu...

The "retry" button keeps appearing on my screen when using Outlook 2007.

When Office 2007 is closed, an error message will appear when you try to open a mail. Click the "Retry" button and your mail will open or just let Office 2007 open and the warning should not be displayed.

To Rebuild your index: Open menu Tools -> Options -> Advanced -> Clear index and reindex all

How to search multiple file extension? You can search for documents with specific file types. If you are looking for a specific extension then we sug...

Search for documents with specific file types

You can search for documents with specific file types. If you are looking for a specific extension then we suggest to use the file type field in the Refine search section. If you are looking for more than one specific file types then you need to use fielded search operators.

In that case, the needed fielded search operator is @extension.

Sample queries (typed in the general search field):
  1. @extension=pdf OR @extension=doc
  2. This query allows you to find all MS Word or PDF documents in the Files category.

  3. vacation (@extension=jpg OR @extension=ppt) Or Vacation AND ((@extension=jpg OR @extension=ppt)
  4. These two queries allow you to find JPEG pictures or MS Powcopernicoint presentations that contain the word vacation in either their file names, content or file metadata (title, comment, etc.).

IMPORTANT: Since CDS intcopernicrets query spaces as AND operators, it is important to specify the OR operator between each @extension operator you type. Multiple @extension separated by AND operators won't return any result as each file only has one extension.

Index

Why is CDS not indexing? Version 3: Install the last updates and the last service pack available for your Windows plateform and mailer...
Version 3: Install the last updates and the last service pack available for your Windows plateform and mailer if it is not done.

By default, Copernic Desktop Search is indexing when your computer is not use and when the CPU is not overloaded. If other programs are running and they are using a lot of CPU, CDS will not start indexing. Press Ctrl+Alt+Esc to open Windows Task Manager -> Tab performance -> If CPU Usage is above less or more than 50%, indexing should not start.

You can immediately update your index (depending on Indexing Performance settings) with Tools -> Update Index -> Entire Index or also try to enterely recreate your index with Tools -> Options - Advanced -> Index Location -> Click the "Clear index and reindex all" link at the bottom of the screen.

If your indexation does not start immediately, it can be because of your "Indexing & Performance" settings. To change these settings: Tools -> Options -> Indexing & Performance -> Indexing performance section.Note that the unrestricted option can use a lot of computer resources. In the same tab verify if "On the fly indexing" options are enabled.

Verify also that your indexing is not in a Pause state. Open menu Tools -> Disable Pause Indexing if needed.

CDS is indexing only Files specified at: Tools -> Options -> Files. Verify which folders that is indexed or not indexed and which type of file is indexed in the folder with the Modify button.

CDS is indexing only Emails specified at: Tools -> Options -> Emails & Organizer Indexing Settings. Expand your Mailbox tree and verified if your mailbox and the folders of your Mailbox you want to index is check.

CDS is indexing only type of file specified at: Tools -> Options -> Advanced Settings -> File types to index. Just click on the Add button and type the extension you want to Add.

Finally, if your scheduled indexing is enabled. Open menu Tools -> Options -> Indexing & Performance Settings -> Scheduled indexing section -> Enable "Default schedule" or "Custom schedule".

How to index the OneNote file name? First, you must add the OneNote extension for indexing:...
First, you must add the OneNote extension for indexing:
  1. Open Copernic Desktop Search.
  2. Menu Tools -> Options -> Advanced tab.
  3. File types to index section.
  4. Click Add.
  5. Type .one and select "Document content".
  6. Click OK.
Secondly, the folder path where you save your OneNotes files must not contain an hidden folder. Copernic Desktop Search cannot index hidden folders.
Is it possible to index Exchange public folders? You cannot index the public folders because this options has been removed. This option uses too many resources...
You cannot index the public folders because this options has been removed. This option uses too many resources.
How does the indexing process works? An index is made of references that link to the items you index ...

Explanation on the indexing process, updating the index.

An index is made of references that link to the items you index (files, emails, etc.). The items themselves (the real files, the real emails, etc.) are not in the index.

To update your index, CDS scans the items you chose to index (emails, files, contacts, etc), in order to detect additions, deletions or modifications made since the last indexing process.

CDS does not reindex everything. New items are indexed. Modified items are reindexed. But items that have not changed are not reindexed. While CDS updates the index, look at the status bar or Status window to verify whether it is indexing or only scanning items. "Scanning" means that CDS is verifying whether the item has been modified. "Indexing" means that CDS is actually indexing the item.

For example, while scanning, CDS detects that a file is no longer where it used to be. It thus deletes the reference to this file in the index. Then, it discovers new files in a folder so adds references to these new files in the index. If the scanning process does not reveal any modifications, CDS simply won't modify the index.

How to update the index manually? Version 3: You can manually update your entire index or part of it: ...
Version 3: You can manually update your entire index or part of it:
  1. Start CDS.
  2. Click Tools.
  3. Select Update Index.
  4. Select Entire Index or the desired category (Emails, Files, Music, Pictures, Videos, Contacts, Browser).
You can also use this shortcut key: CTRL + F5. It will scan all documents of the selected category.
How can I add new network folders or drives? To add network folders to the index, you need to add the folder in the watch folder list in CDS options : ...

CDS can index shared or mapped network drives.

To add network folders to the index, you need to add the folder in the watch folder list in CDS options :
  1. Click Tools menu (Tools > Options > Files).
  2. Click the Add button.
  3. The Add a Folder window appears.
  4. Select a drive and, if needed, browse to the folder you want to add.
  5. OR
    Type the UNC path leading to the folder you want to add in the Folder text box.
If your indexation does not start immediately, be sure to verify your indexation settings (Tools > Options > Indexing & Performance, Indexing performance section).

Installation

Why CDS is stuck on Configuring Email Sources? Version 3: Here is the steps if you want disable the option ...

CDS cannot index a mailbox who has been added to your Microsoft Exchange account if the

Version 3: Here is the steps if you want disable the option "Use Cached Exchange Mode":
  1. Open Outlook Account Settings.
    • Outlook 2003 -> Tools -> E-mail Accounts...
    • Outlook 2007 -> Tools -> Account Settings...
    • Outlook 2010 -> File tab -> Account Settings -> Account Settings...
  2. Select your Microsoft Exchange account.
  3. Click the "Change" button to display the "Change Account" Window.
  4. Click the "More Settings" button to display the "Microsoft Exchange" window.
  5. Select the Advanced tab.
  6. Disable the option "Use Cached Exchange Mode".
  7. Click the Apply button.
  8. Click Next in the "Change Account" window then Finish.
  9. Click Close in the "Account Settings" window.
  10. Close completly Outlook. Then restart it.
  11. Install Copernic Desktop Search
How can I add the Copernic Desktop Search deskbar? Version 3: The Desktop Search deskbar integrates with your desktop to provide quick and easy access to powerfu...
Version 3: The Desktop Search deskbar integrates with your desktop to provide quick and easy access to powerful searching. It can be used as an entry point to search the Web or your desktop. The deskbar can be enabled or disabled at your convenience.

Version 4: The deskbar has been replaced by a shortcut (Hit CTRL twice) in version 4.

Why is the installation file corrupted? Version 3: This error could be caused by many different things but it is usually caused by an incomplete downl...

The installation file is corrupted - Win32

Version 3: This error could be caused by many different things but it is usually caused by an incomplete download.

To solve this issue:
  1. Try to re-download using these guidelines:
    1. Reboot your computer.
    2. Make sure to close all programs.
    3. Attempt to download the installation file:
      Choose to save your file to your computer instead of opening or executing it.
      Try to save it using another browser than the one you normally use. For example if you normally use Google Chrome, try Internet Explorer.
      Attempt the download more than once (especially if you are on a slower connection).
  2. Try to delete files in your Windows TEMP folder before trying to re-download.
  3. Try to delete the folder "InstallShield" (if it exist) and try to install the application again.
    This folder should be located in: C:Program FilesCommon Files
  4. Try installing your software while your computer is started in safe mode.
  5. Try to locate the file: stdole32.tlb.
    If you cannot locate it you must reinstall it. You can copy it from another computer with the same operating system or extract it from your Windows CD.
Why is installation stopping at 80%? Version 3: Try installing Copernic Desktop Search Professional again but following these steps: ...

When installing CDS, the installation stops at 80%.

Version 3: Try installing Copernic Desktop Search Professional again but following these steps:
  1. Close your mailer program before the install
  2. Start the install
  3. Continue the installation until the window "Please select the type of configuration" is displayed
  4. Select Custom configuration
  5. Click Next
  6. Disable "My local contacts & Emails"
  7. Click Next
  8. Complete the installation
  9. Just enable your email indexation after the install: Tools -> Options -> Emails & Organizer.

Technical

How can I install CDS without interruption? (Silent install) Here is the command line to perform a silent installation: ...
Here is the command line to perform a silent installation: "CopernicDesktopSearch-ENG-X.X.X.X.exe" /SILENT If you need to add the serial key to the command line, you can add this at the end of the command line: /SERIAL="Licence key here"
Will CDS compete for computer resources with Windows Search? No. When installing CDS on Windows, it will ask you if you wish to deactivate Windows Search. If you answer ye...
No. When installing CDS on Windows, it will ask you if you wish to deactivate Windows Search. If you answer yes, you will only have one desktop search tool running for minimal resource usage.
Can CDS be run off a server or terminal server? Although CDS may work on a server or terminal server, it is not intended to be used this way. CDS is a desktop...
Although CDS may work on a server or terminal server, it is not intended to be used this way. CDS is a desktop application designed to be installed on desktop computers. Therefore, we do not support any kind of installation on servers.
Can CDS index shared or network drives? Yes. The full version of CDS can index network drives mapped or Shared as Windows folders.
Yes. The full version of CDS can index network drives mapped or Shared as Windows folders.
Can CDS index alternative Outlook folders (like secondary contact folders)? Yes. CDS can index all contact folders.
Yes. CDS can index all contact folders.
Where are the index data files of CDS stored? Can I change the location? By default, the index data files are stored in a per-user path like this: ...
By default, the index data files are stored in a per-user path like this: "C:\Documents and Settings\USERNAME\Local Settings\Application Data\CopernicDesktopSearch." This ensures that all users of your computer have their own personal index stored in a non-shared location. If you want to move your index data files, you can do this from the "Advanced" tab of the "Options" window of CDS.
What are the file types indexed by Copernic Desktop Search? CDS currently supports over ...
CDS currently supports over 150 different file types for indexing and previewing. It also supports adding file extensions to be indexed to better suit your needs.
Why do I sometimes have a "shrink" error? Please check out how much space is left on your drive and how much space the index folder is using. The shr...
Please check out how much space is left on your drive and how much space the index folder is using. The shrink error is related to an operation that CDS sometimes need to do: Shrinking your index, in order to keep the allocated space as low as possible and prevent the index from expanding too much when you are deleting files and adding new ones. In most cases, it may means that CDS wasn't able to complete its shrinking, because there was not enough space on your drive at that time. It is recommended to leave about twice the size of your index in free space on the drive. For example: If you have a 5GB index, you should keep at least 10GB of empty space on your drive. If you do not have enough empty space, you can move the index to another local drive.
Can CDS create a central index? No. CDS creates a separate index for each user on a computer and it cannot be centralized.
No. CDS creates a separate index for each user on a computer and it cannot be centralized.
Is Copernic desktop Search available for Mac or Linux? No. At this time, CDS only works on the Windows platform.
No. At this time, CDS only works on the Windows platform.
Some file types cannot be processed using Copernic Desktop Search. Why not? By default, CDS only indexes the file types that it recognizes. You can specify additional file types to index...
By default, CDS only indexes the file types that it recognizes. You can specify additional file types to index from the "Advanced" tab of the "Options" window. You can choose whether you want to index only the file properties (name, date, size, etc.) or to index the content of the files as text.
Is there a possibility to have a central configuration of Copernic Desktop Search? Yes but it not available in version 4. Only the Corporate verrsion 3.7 can do this. Many configuration setting...
Yes but it not available in version 4. Only the Corporate verrsion 3.7 can do this. Many configuration settings are available through Group Policy Objects, which allows providing the same configuration to a group of users or computers. Please refer to the GPO documentation for more information.
Is there a maximum number of files and emails that I can index with CDS? There is no limits regarding the number of files and emails that you can index in the full version. In fact, t...
There is no limits regarding the number of files and emails that you can index in the full version. In fact, there is no limit regarding the index size (except for the Lite version which is limited to 75,000 files).

We strongly suggest you should choose what to index wisely because the bigger the index, the slower the searches and your computer will be.

How can CDS search my Intranet? Version 3 only: CDS Corporate enables corporate customers to add multiple shortcuts to their Intranet search e...
Version 3 only: CDS Corporate enables corporate customers to add multiple shortcuts to their Intranet search engine. When an Intranet search is performed, CDS Corporate will redirect the query to the results page from the company Intranet. The network administrator only needs to configure the Intranet URLs and icons using the "Customization Kit" bundled with CDS Corporate.

Troubleshooting

Why do I have a truncated view of the main screen? Some of our users are experiencing a visual issue where the main interface is truncated after opening the soft...
Some of our users are experiencing a visual issue where the main interface is truncated after opening the software from the tray icon. We are currently investigating this visual issue. Meanwhile, it can quickly be resolved by double clicking on the top of the main interface.. This will maximize the window and should restore the truncated view. You should then be able to resize the window using the usual controls in the top right corner.