Use this guide when employees can't find synchronized SharePoint content through knowledge search or AI Assistant.
Step 1: Verify that the SharePoint site is connected
- From Applaud admin, select Knowledge integration.
- Under Knowledge connectors, select SharePoint.
- Verify that the SharePoint site containing the missing content appears in the list of connected sites.
If the site isn't connected, see Connect SharePoint sites.
Step 2: Check the site status
Review the status displayed for the connected site.
| Status | Meaning | Action |
| Active | Synchronization completed successfully. | Continue to the next step. |
| Syncing or Pending | Content is still being synchronized or indexed. | Wait for synchronization to finish, then refresh the page. |
| Error | Synchronization didn't complete successfully. | Review the error details and resolve the issue. |
| Disabled | The site is connected, but synchronization is disabled. | Enable the site and start synchronization again. |
Note: Content isn't available through knowledge search or AI Assistant while a site is Syncing, Pending, Disabled, or in an Error state.
Step 3: Verify that the content was synchronized
If the site status is Active but the content is still missing:
- Verify that the document exists in the connected SharePoint site.
- Verify that the document is stored in a supported location.
- Under Knowledge connectors > SharePoint, select Sync now.
- Wait until the site status returns to Active.
- Search for the content again.
Note: A successful site synchronization doesn't guarantee that every file becomes available. Applaud doesn't synchronize files that are unsupported, fail security checks, or can't be indexed.
Step 4: Test with a known document
If the content is still unavailable, test with a document that you know should be synchronized.
- Identify the document title and a unique phrase or subject from the document.
- Verify that the SharePoint site status is Active.
- Search Applaud using the document title, unique phrase, or subject.
- Compare the search results with the original SharePoint document.
If the test document appears but another document doesn't, verify:
- The document location.
- The file type.
- The last modified date.
- That the content meets the synchronization requirements.