Equisys technical notes

Technical guidance, explanations and fixes for our products

FIX: Zetadocs Factbox error 'the service could not be found' when archiving to SharePoint Online



This Zetadocs technical note applies to:

  • Zetadocs 11.1.2512 and earlier in use with SharePoint Online.


Zetadocs fails intermittently to search the SharePoint documents and displays an error when using the Zetadocs Factbox:

'Failed to search for documents. The service could not be found. Please contact your Administrator'

The symptoms can last for a few seconds to a few hours.

In the Zetadocs log files is reported an error about either “the SharePoint server is unavailable” or “There has been too many requests”.


In case of heavy traffic towards SharePoint, Microsoft prioritizes certain requests to render a better user experience.

Zetadocs 11.1.2512 does not comply yet with Microsoft scheme for prioritization.


An update is available here to address this issue (Zetadocs version 11.1.2514 and above).


This behaviour was corrected in the update detailed above.

Last updated: 30th April 2020 (CR/NT) 

Keywords: intermittent

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