Documentation

Troubleshooting the search index

Troubleshooting the search index

If you are having problems with the ThoughtFarmer search index, check the two Symptom sections below. Find the symptom(s) that you are experiencing on your intranet, and follow the corresponding solution to resolve the problem.

Symptom: 

  • No results are displayed on search results pages
  • Search results are incomplete or greatly inaccurate
  • No results are displayed within the People Directory
  • People or security groups are not populating Security or Following dialogs.
Problem: The index has become corrupt or out of date. This can occur due to the index file being locked by anti-virus software or the ThoughtFarmer Windows Service being off.

Solution:
  1. Check that the ThoughtFarmer Windows Service is running on the application server. If it is OFF then proceed to step 1.1. If it is ON then proceed to step 2. 
    1. Check the message queue via the Administration panel: Advanced options section > Message queue page to see how long the ThoughtFarmer Windows Service has been off for. If it has been off for an extended period of time (for example 10 days) clear the queue out by clicking the Purge all current tasks button. This ensures that when the service is turned back on users don't get outdated notifications and alerts. 
    2. Once you have purged the tasks go to the application server and turn the ThoughtFarmer Windows Service back on.
  2. Ensure that any anti-virus software has an exception for the _index folder on the application server. If there are many _index.tmp folders this is an indication that it is being locked by that software. 
  3. Once the exception has been made, clear all the .tmp folders and then go to the Administration panel: Search section > Search index. Click the Rebuild search index. This ensures that the index is rebuilt.

Symptom: The index folder has grown to a very large size.

Problem: The temporary folders cannot be cleaned up by the ThoughtFarmer Service.

Solution:
  1. Go to the Search Index Folder on the web server as indicated in the Administration PanelSearch section > Search Index page.
  2. Delete all _index.tmp.XXXXX folders.
  3. Ensure that any anti-virus software is set to exclude the parent index folder from real time scans.