Probable causes

  1. The other user's plan is Continuity. The emails are not indexed.
  2. Indexing for the other user's vault is pending.
  3. The configuration to archive live mail for the other user from the primary server pending or incomplete.
  4. There are no emails in the other user's vault for the given dates.  


  1. Change the plan of the other user to HOLD, TRACER or DURABILITY
  2. Force a reindex of the vault of the other user as mentioned here
  3. Confirm that the primary server configuration is complete as mentioned here
  4. If required, upload legacy data using LegacyFlo.