Linda, maybe something is wrong with the indexing. Here are some troubleshooting steps if you haven't already done them:
- Manage -> Services -- is Indexing active?
- Manage -> Indexing status -- how many are queued?
- Settings -> General Settings -> Indexing tab -- review the settings, which BTW should be simplified as they are too complex. Example below:
Items to Index Per Pass - The number of items to index per user per index attempt. Increasing this number will increase memory usage and decrease the time it takes to index one user. However, it will increase the length of time it takes to index many small users if there are a few large users. (Default value is 2500.)