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Search in the Customer Portal Does Not Display Any Results

over 13 years ago | Article no. 2799
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THIS ARTICLE APPLIES TO:

Knowledgebase 8.0.4 and under.

ISSUE DESCRIPTION:

In the Customer Portal, no articles are returned in search results despite the search term(s) appearing in articles.

ROOT CAUSE:

There are multiple causes for this type of search issue. The most common are either a missing data path in the Customer Portal registry key, or a problem with the Indexing Service.

SOLUTION OR WORK AROUND:

First, check that the Data Files path is entered in the Registry:
  1. Click on Start thenRun.
  2. Type “regedit” and hit Enter to open the Registry Editor.
  3. Browse to the following path: HKEY_LOCAL_MACHINE->Software->Knowledgebase.net->System->CustomerPortal
  4. With the Customer Portal folder highlighted, check for the Data Files field in the right pane of the Registry window.
  5. Check if the path is displayed for the Data Files field under the data column. If it is not displayed then enter the correct path for the Data Files.

If the above steps do not fix the issue, then rebuild the Indexing Service:

  1. Stop the Indexing Service.
    • From within the application server, click Start.
    • Click Run.
    • Type services.msc and hit Enter.
    • Within the Services list, locate Indexing Service.
    • Right click Indexing Service and select Stop.
  2. Open the Computer Management console.
    • Right Click the My Computer icon and click Manage.
  3. Expand the Indexing Service option, under Services and Applications.
  4. Right click the Articles Published option.
  5. Choose All Tasks->Empty Catalog.
  6. Once this is done, restart the Indexing Service.
    • From within the application server, click Start.
    • Click Run.
    • Type services.msc and hit Enter.
    • Within the Services list, locate Indexing Service.
    • Right click Indexing Service and select Start.

    This will rebuild the Indexing Service, and it will index the Articles on the Customer Portal . This may take a few minutes. Verify the re-indexing is complete by highlighting the Indexing Service option in Computer Management console - in the right pane of the window, the 'Docs to Index' field should display a '0'.

    AFFECTED SYSTEMS & USERS:

    Knowledgebase users attempting to use the Search feature in the Customer Portal.

    ADDITIONAL INFORMATION:

    ESCALATION PROCEDURE:

    If you have trouble performing these steps, or have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.