Cloud V2 for Administrators
- New Features
- Searching With Coveo Cloud
- Administration Console
- Coveo Cloud Security
- Management of Security Identities and Item Permissions
- Coveo Cloud V2 SAML SSO
- Troubleshooting Querying Issues
- IPs to Allowlist
- Coveo Index Items
- Supported File Formats
- Indexing by Reference
- Leverage Many Coveo Indexes
- About Non-Production Organizations
- Interface Editor
- Application Change Control Process
Troubleshooting Querying Issues
This article covers the most common querying issues that aren’t caused by performance issues. Use the following guidelines to troubleshoot your issue before you contact Coveo Support for help.
Query Syntax is Disabled
When the Coveo query syntax is disabled:
The exact phrase match (keywords between quotes) still works (see Searching for a Phrase).
All non-alphanumeric characters in a query except for the underscore (
_), apostrophe (
'), asterisk (
*), question mark (
?), and space characters are converted into dots (
.) and are therefore considered as contiguity characters. These characters indicate that the group of words must be searched together as a single expression.
You search for
canada+shopping+mall. After the non-alphanumeric character conversion, your query becomes
canada.shopping.mall, which is equivalent to
"canada shopping mall"(see Searching for a Phrase). So, only items containing the phrase
canada shopping mallare returned in your search results. Conversely, if you search for
canada shopping mall(with regular space characters between the keywords), your search results consist of items in which
Expected Search Result Not Returned
A search that doesn’t return the expected query results is a very common issue. The typical causes are insufficient effective permissions when content is secured, and an improper query formulation.
When your index includes content from a source that indexes permissions, an item might not appear in the search results because the querying user isn’t allowed to access it. Use the Coveo Cloud Administration Console to review effective item permissions and check whether access to the desired item is allowed or denied for the querying user (see Permissions Tab).
Users to which access to an item is both allowed and denied don’t see this item in their search results, since a
Denied permission prevails over an
For example, John Smith is a member of both the
Occupational Health and Safety Committee group and the
R&D group, and wants to access the
2017-05-12 Meeting Agenda item. In the
2017-05-12 Meeting Agenda item permissions, the
Occupational Health and Safety Committee group is allowed to access the desired item, but the
R&D group is denied access. For this reason, John Smith can’t access
2017-05-12 Meeting Agenda.
A query may also return unexpected search results because the end user inadvertently included unusual filters, incorrect query expressions or syntax, or a
NOT operator. Hidden filters can be associated with the search hub or tab to narrow search results.
You can revise the syntax used in your query by referring to the examples listed in Coveo Cloud Query Syntax Reference. Correcting the syntax can help build more relevant search results.
Facets Not Showing Properly
By default, the injection depth, or the number of top search results that are scanned to find possible facet values, is 1000. When building your search page facets, you can increase the value up to 231, but keep in mind that as the injection depth goes up, it will have an increasing impact on performance. To determine the right injection depth for your search, contact Coveo Support.
Sort Order Not Applied
You can customize your search page code to add a link allowing users to sort results by a non-standard field (see Coveo Component Sort).
When sorting results by a custom field, it may seem that the sorting order you chose doesn’t apply. This can happen because you’re searching for child items in a parent/child relationship, and the parents and children don’t necessarily have the same value in the sorting field. The search results are sorted using the sorting field value for the child item, but in the search results, parent items are shown first, with the corresponding child items indented underneath, sorted as desired. However, if you look at the parent sorting order, the results may appear unsorted.
You’re searching for PDF items attached to emails. You go in the My Emails tab of your search interface (see Interface Editor), enter your query followed by
filetype:pdf, and then click Date to sort the results by date in descending order.
The search results are displayed as follows:
Email dated 2017-05-04
- PDF dated 2017-05-04
Email dated 2016-10-08
PDF dated 2015-12-11
PDF dated 2015-02-06
Email dated 2017-02-10
- PDF dated 2014-10-09
While issues don’t seem to be sorted by date, PDF attachments are indeed sorted by date in descending order.
Validate how a custom sorting behaves in search interfaces where child results are folded under parent results. Consider removing a counter-intuitively behaving sorting to prevent confusing end users.
Did You Mean Feature
The Did You Mean feature suggests a modified query when the original query contains spelling mistakes and doesn’t return enough results (see Query Correction Feature).
The Did You Mean algorithm compares the queried term and the most occurring similar term in the index, and then computes the edit distance units (or typographical errors) between them (see Edit distance. For the algorithm to suggest a term, this term has to have a number of occurrences in the index that’s an order of magnitude higher than the queried term for each unit of distance between them.
If you type
distanceto be suggested, it has to have a number of occurrences roughly 10 (101) times higher, because
distnaceis one unit of edit distance away from
If you type
distancehas to appear 100 (102) times more often than
ditsanecto be returned as a suggestion because
ditsanecis two units of edit distance away from
If a term yields less occurrences than the required number, the Did You Mean algorithm doesn’t suggest it. This can happen when the correct term is more common than that containing a typographical error, but isn’t included in items that the other queried items match.
idtsanec instead of
distance, and then no search results are returned because there are no occurrences of
idtsanec in your index. There are three typographical errors in the queried string, so
distance has to appear at least 1000 (103) times in the index for the algorithm to suggest it. However, it has only 648 occurrences, so the search interface doesn’t make any suggestion either.
The Did You Mean feature doesn’t take the query context into account, i.e., that a word considered incorrect may appear frequently near the other queried words. The feature may therefore suggest a corrected query that returns fewer results.
Machine Learning also makes suggestions, along with content recommendations based on the query (see Coveo Machine Learning).
Special Characters and Patterns
Special characters are non-alphanumeric characters such as punctuation marks, quotation marks, currency symbols, and mathematical operators.
Coveo Cloud doesn’t index special characters, and if queried, these characters are ignored, i.e., considered as a whitespace character. Therefore, querying for a term containing a special character may not return the expected result.
firstname.lastname@example.org be interpreted as
jsmith mycompany comand will return items that match these keywords.
When searching for phone number
(418) 263-1111, whether you put the area code in parentheses or not is irrelevant. Since the parentheses and the dash are ignored when queried, all items matching these three series of numbers will be returned, regardless of the phone number format.
When searching for
iPhone 6+, items including
iPhone 6+will be returned.
However, some special characters can be used to formulate advanced query syntax expressions). Specifically, you can perform very powerful searches by leveraging facet fields and advanced query operators (see Advanced Field Queries). Since advanced field operators only use facet values, they can access all characters in the facet value, therefore making it possible to use patterns to search for anything.
enableWildcards option) independently from the Coveo Cloud query syntax (see Enabling Wildcard Match).