Frequently Asked Questions

Among the many questions fielded by NetGovern Support, here are some of the most commonly asked questions.

What does indexing attachments mean?

Most people think that not indexing attachments means not being able to see them. This is simply not true. In fact, you can still open attachments, and even search for them by name. You just cannot look inside the attachments.

It is not necessary to index attachments in order to archive them. You can archive attachments without indexing them. However, indexed attachments are useful in eDiscovery cases. Case managers can create a case, reindex users with attachments, and perform the search. This option is available for both archive and index jobs.

Why are only two threads indexing when I have 10 threads enabled?

All threads usually work. It is normal that the admin sees them all incrementing. However, in 6.x and ONLY with index jobs, only two will increment on any node at any time. This is because those threads are “outsourced” to the NIPE service, and that component will only accept two accounts to work on at a time. This is why two will show progress and the rest of the threads will be idle. Overall performance is not really hindered because the power of the machine is simply more focused and accounts are dispatched faster.

What are NIPE regex/templates and how do they work?

This is a large topic. Refer to this KB article: Regex in Netmail 6.0.

What fields are included in the Quick Search query?

Quick search allows you to perform a simple keyword search on the locations/users currently selected in the Folder view.

When searching messages, the keywords you enter are applied to the To, From, and Subject fields of a messages, as well as the body. When searching files, they are applied to the file name and body of the document.

NetGovern Search automatically searches for variants of a word. For example, searching for "auto" will yield results such as "automobile", "automatic", and so on.

If you are performing a search using three words, such as "needs deleted purged", regex, Boolean, and wildcard characters are not recommended. Use the dedicated Message/Advanced search for those types of searches.

How does the Diagnostics tab work?

The Diagnostics tab displays an overview of your NetGovern system. This is important for monitoring health and troubleshooting. The status is supported by SNMP across all nodes in the system. The tab is not auto-refreshing and represents a snapshot in time—see NetGovern System Diagnostics.

What are the different Windows services?

There are usually seven Windows services running.

Windows Service


Netmail Admin

This is the old interface which is not referenced directly, but is required by the new interface.

NetGovern Archive

This is the Archive services. If you stop this service, all jobs/threads on the node will stop.

Netmail Client Access

This is NetGovern Search.


Netmail Directory

This is usually found only on the master node, and it is the Open LDAP which holds configuration information along with jobs and users.

Netmail Indexer

This is the NIPE which interfaces with the index server on behalf of NetGovern Archive and NetGovern Search.

Netmail Platform

This encompasses everything. If you stop this service, all of the above services will stop.

Netmail SNMP

This underpins the Diagnostics tab. If you stop this service, all status indicators will turn gray to indicate that there is no connectivity.

How does licensing work? What happens if I exceed it?

Licenses are assigned per unique user per agent. Each agent can have a different number of licenses. Each user is counted only once, even if they appear on multiple jobs under that agent.

Exceeding the number of users will simply stop jobs from running; there is no other indication in the UI. You can check the license count per agent by selecting the agent in the UI.

A lapsed license is only covered for a short grace period before all functionality ceases (including NetGovern Search).

Exceeding the license validity period will invalidate your contract, the EULA, and disable access to NetGovern Support services—see Updating Your License.

How can I get more troubleshooting information for NetGovern Search issues?

You can enable detailed tracing for each NetGovern Search instance in the Diagnostics tab. The corresponding traces are located in a file here:

C:\Program Files (x86)\Messaging Architects\RemoteProvider\dp.log

This is the most helpful way to troubleshoot issues reported by users with NetGovern Search and a good first step when opening a case. Send the file to NetGovern Support after the tracing has been enabled and the “error” was triggered. You can send the report automatically through the Support menu.

Where do my exports actually go (on disk)?

You can perform an export and retrieve the resulting files via NetGovern Search. However, if the files are huge, you can copy directly from the source (not via your browser) then find them on the Case Management Device under your name/folder.

The Case Management Device is defined in the UI > Storage tab.

If you plan on doing many large exports, verify that the location has sufficient space. And clean up the space by deleting old cases from NetGovern Search.

What is the orphaned attachment job?

This job is required after any substantial purge of archives, such as culling everything older than X years.

ILM delete only gets rid of the audits, messages, and indexes; attachments are not touched since they could be shared between existing messages.

You MUST have everything indexed to use this job or it will delete more than necessary (it relies on the indexes to perform). If you do not have everything indexed at all times, then it is safer to not run this.