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If searching on -TEXT- in the basic main search block returns unexpected results, you might have an issue with your reverse index, or revindex. This does not apply to searches with the String option selected.

...

Some examples of unexpected results might include:

  • If you search a phrase and , the search does results might not return a record that does in fact include that phrase. For example, if you search a phrase from the description of record 45 and the results don't include record 45, you likely have an issue with the revindex.
  • If you search for a word with the Context option selected, the results might return a record that does include the word, but the context shown might highlight a different word.
  • If you search for a word with the Context option selected, the results might return a record without showing any context at all, and the record might not include the word anywhere.
Info
titlePrerequisites

Some of these troubleshooting steps require access to the admin console. One also requires comfort using the BeanShell debugging tool.

Troubleshoot the Search

Before you begin, investigate the details of your search to make sure an expected result is missing due to error. In some cases, the system might interpret your search differently than you expected.

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If you determine that the search still failed to return an expected result, or you still see issues with the context excerpts, continue to the troubleshooting steps in the next section.

Note

If you expect to find a record based on searching the content of an attached file, check your system setting for the max_file_size_to_fts_index global variable. Files larger than the max size specified in this global variable are not indexed for full-text searching, so you won't find results based on that content unless you adjust the variable setting or reduce the size of the files.

Update the Record

Once you identify an issue with revindex, try updating the record:

  1. Find the problem record and open it for editing.
  2. Make an update and save the record. This should prompt the system to sync the record with revindex.
  3. After you save the record, wait for one minute.
  4. Then retry Retry the search.

In many cases, there was an issue with the specific record, and forcing sync fixes the problem.

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  1. Log in to the admin console.
  2. Go to Setup > Background Services.
  3. Check the status of REVINDEX_SERVICE.
  4. If the service is not running, turn it on.

...

  1. Copy the appropriate BeanShell code.

    • If your system is on version 2019_01 or later, copy this code:

      Code Block
      import com.supportwizard.seance.Seance;
import com.supportwizard.seance.SeanceFactory;
import com.supportwizard.search.interfaces.FTXChecker;
//////////////////////////////////
// change name of the project here
//////////////////////////////////
String PROJECT_NAME = "Demo";
 
Seance seance = SeanceFactory.constructAdminSeance(PROJECT_NAME);
FTXChecker.service().fullRecreate(seance, true);
seance.destroy();


    • If your system is on version 2018_02 or older, copy this code:

      Code Block
      import com.supportwizard.seance.*;
import com.supportwizard.utils.*;
import com.supportwizard.search.ejb.interfaces.*;
//////////////////////////////////
// change name of the project here
//////////////////////////////////
String PROJECT_NAME = "Demo";
 
Seance seance = SeanceFactory.constructAdminSeance(PROJECT_NAME);
HomesGetter hg = new HomesGetter(System.getProperties());
FTXChecker checker = hg.getHome("com.supportwizard.search.ejb.interfaces.FTXCheckerHome").create();
 
checker.fullRecreate(seance);
 
checker.remove();
seance.destroy();


  2. Paste the code into a text editor like NotePadNotepad.

  3. Replace "Demo" with the name of your project.
  4. Log in to the admin console.
  5. Go to Debugging > Debugging.
  6. Click Bean Shell.
  7. Paste the code from the text editor into the bean shell window and run it.

The system rebuilds the index in the background, but while it's being rebuilt, full-text searching might not return results as expected. When you run a text search, the system shows a warning message if the KB isn't fully indexed yet. You can check indexing progress by following the relevant steps in Indexing.