Who is this article for?

All Ideagen Quality Management Admins and IT staff with appropriate permissions.

Ideagen Quality Management site (possibly Web Server and SQL DB) accessis needed.

Customers may encounter issues where quick search or advanced search is not working within Ideagen Quality Management. 

To make troubleshooting this issue easier to learn, this article is split into three sections so that you can either walk through the steps in sequence or you can jump to the section relevant to what you are finding:

1. Issue Experienced
2. Resolution
3. Further Reading

1. Issue Experienced

This section will explain what occurs when the customer is experiencing the issue.

The customer will have noticed that they are not seeing any results for quick or advanced searches. 

2. Resolution 

This section will provide the resolution for search (indexer) issues.

1. Make sure the search is for content in a document or workflow. 
2. Ensure the word is text and not within an image. 
3. If it's a newly added workflow instance, content will not be searchable until the next time the Indexer runs (Check Scheduled Tasks).
4. If the problem is with just one search term, it could be that the user does not have access to the document or workflow instance. 
5. If the problem is with all search terms, check for entries like "Keyoti", "Search", or "Indexer" within the Ideagen Quality Management error logs. 

The most common issue we see with search is when the Indexer task stalls during execution. This could be due to connectivity issues, low disk space, or the Ideagen Quality Management Service stopping. The key to finding issues with the Index building, is to check the web server and look at the dates in the folder. 

1. Open the Ideagen Quality Management web server. 
2. Go to Windows File Explorer. 
3. Go to the path, C:\Program File\Ideagen Quality Management\Index.
4. Open the Temporary folders and if they are empty the Index has not built properly. If there is an older date showing in last modified, this is also an indicator that the Index did not build.
5. Stop the Ideagen Quality Management Service, remove the contents of the Temporary folders in both the Documents and Workflows folders. Also, remove any of the outdated files showing outside of the Temporary folder. Keyoti puts a "lock" based on files that were previously in the folder. 
6. Change the Scheduled Task to a date in the past to force the Indexer to run again. 
7. Try a new search once that is completed. 

Additional Troubleshooting:

Another potential issue is if a duplicate Indexer task is set for another time period in the Scheduled Tasks page. This can cause the tasks to overlap and never complete. Ideally, there will be one task scheduled for Documents and a separate one for Workflows. This is distinguished by adding two tasks and then adding Documents to Arguments in one and Workflows to another. These need to be scheduled for different times and we recommend those times being during the night.

Check the URL that works on the site and compare to the setting in the System Settings > Web Settings page. If they don't match, get the link from the search result and try changing it to reflect the base path you see in the working URL bar (not system settings.) If that works, then you need to change the value in system settings. This has been seen after moving a server from one machine to another where the base path changed during that process.

3. Further Reading

This section will provide important links to further troubleshooting and resources. 

1. This article provides further information on issues with the Ideagen Quality Management Service.