Cannot Find Contacts in the Client
Contacts may be missing because the account has not been created, the organization has not synchronized, department permissions are limited, or the user has been disabled.
Common Symptoms
- A user cannot find a colleague in search.
- Contacts are visible in a department but not searchable.
- A contact exists in the admin console but not in the client.
What to Check First
- Confirm that the contact exists in the admin console.
- Check whether the user is disabled, resigned, or removed from the department.
- Confirm organization synchronization and department visibility permissions.
- Verify that the client is connected to the correct company server.
Recommended Actions
- Ask an administrator to search for the user in the admin console.
- Confirm the user's department, status, mobile number, and account information.
- Refresh organization synchronization and have the client log in again.
- If permissions were changed, verify the result from another client.
When to Contact an Administrator or Operations Team
- The issue affects multiple users or the whole company.
- The fix requires restarting production services, replacing certificates, changing databases, changing file services, or updating License files.
- Provide the failure time, impact scope, screenshots, account information, client version, server address, and related logs when reporting the issue.