Below are troubleshooting steps on why the search page is returning an error or not working.

Method 1: Search Export not configured correctly

  1. System > Sites
  2. If Search page is a not a pagelet, select the site containing the search page
  3. If Search page is a pagelet, select the site the pagelet is searching against
  4. Select Generate Search Files
  5. Type in the domain name in the External FQDN field
  6. Save
  7. System > Export
  8. Select the desired site in the Sites dropdown menu
  9. Select pages to export
  10. Click Unscheduled Export
  11. Wait for the export to complete, click on Update Status to view current status
  12. Test search page

 

Method 2: Web Server cannot browse external FQDN

  1. In order to generate Search HTML files for the Indexing Service to index, the ACM web server browses each search enabled page in the site.  The ACM web server needs to be able to browse the URL specified in the Internal FQDN, or External FQDN if Internal FQDN is blank.  Ensure the Internal FQDN is correct and browseable from the ACM web server.
  2. System > Sites
  3. If Search page is a not a pagelet, select the site containing the search page
  4. If Search page is a pagelet, select the site the pagelet is searching against
  5. If Internal FQDN is not blank, copy the URL in this field
  6. If Internal FQDN is blank, copy the URL in the External FQDN field
  7. Log into ACM web server
  8. Open up a browser
  9. Paste the URL into the browser address and browse the site
  10. If the site does not come up, find an internal URL that does bring up the site (e.g. http://127.0.0.1)
  11. System > Sites
  12. If Search page is a not a pagelet, select the site containing the search page
  13. If Search page is a pagelet, select the site the pagelet is searching against
  14. Type in the internal URL from step 10 into the Internal FQDN field
  15. Save
  16. Test the search page

Note If no internal URL exists in step 10, contact your IT department to troubleshoot this on the ACM web server.

 

Method 3: Search Export is failing, check the exported files

  1. Log into ACM web server
  2. Open ACM Root\Sites in Windows Explorer

    Note to find the ACM Root, refer to Finding the ACM Root folder 

  3. Open the folder corresponding to the Site ID

    Note to find the Site ID, refer to Finding the Site ID 

  4. Open the SearchSites folder
  5. Open these HTML files in a text editor
  6. Ensure content from the corresponding pages in the site appear within these HTML files
  7. If the content is blank or contains No HTML Rendered, refer to Method 1 and Method 2 to ensure proper configuration of the Search Export

 

Method 4: Windows Search Service or Microsoft Indexing Service is not running

  1. Log into the ACM web server
  2. Control Panel > Administrative Tools > Services
  3. Right-click on Windows Search (for Windows Server 2003, right-click on Indexing Service) > Properties
  4. Set Startup Type to Automatic
  5. If Start is not greyed out, click Start

Note The service needs to be running in order to index content and return search queries from ACM

 

Method 5: Microsoft Indexing Service is not running

Refer to the Install and Config Guide for instructions in the documentation folder of the Customer Portal on setting up the Microsoft Indexing Service

 

Method 6: Page Type not set to export search files

This is typically set up for pages that do not need to export, such as the Category page type

  1. System > Page Types
  2. Select the site in the Managed Sites drop down menu
  3. Click on the affected Page Type
  4. Select Include in Searches
  5. Save

 

Method 7: Specific page not set to export search files

  1. System > Site Design
  2. Navigate to the affected page
  3. Click Edit
  4. Select Include in Search
  5. Save
 

Method 8: Microsoft Indexing Service not getting enough CPU time

This step is only relevant if you're using the Microsoft Indexing Service (ACM 12.4 and below). 

If there are a lot of files to index, or the server is used up by other processes, it will take away CPU time from the Indexing Service in its default setting.  This can result in less or no search results.  To reconfigure this in Windows 2003:

  1. Log into the ACM server
  2. Right-click on My Computer > Manage
  3. Expand Services and Applications
  4. Right-click on Indexing Service > All Tasks > Tune Performance
  5. Set to Dedicated Service
  6. Click OK
  7. Rescan the folder containing the ACM search files