Search not possible, searchmenu is red

Environment TOPdesk version SaaS / on-premises Requirements Technical settings  Solution If the search box is red, the search indexes need to be checked and regenerated. TOPdesk needs search indexes to correctly search the TOPdesk database. Note •It will still be possible to search on complete card names/numbers, as these are recognised without using the search index. •The index generation can take up to 7 hours depending on the size of the system. Regenerate search indexes For TOPdesk SaaS The search indexes are monitored by TOPdesk Support. You cannot check or generate the indexes yourself. Missing or broken indexes will be fixed when seen in the monitor. A SaaS main contact can also ask support to regenerate them if you see any broken indexes. Support can only repair broken indexes when remote support has been enabled in the login settings. To enable remote support, consult KI 10063. For On Premises installations You can check the status of your search indexes in your TOPdesk environment: ⒈Open Settings > Technical Settings > Search > Index status. ⒉Check the status of the indexes. If they are red, the search indexes are not generated correctly. (See image below.) If this is the case for one or only a few indexes, click the button to regenerate the indexes. You can also regenerate all indexes at once. Be careful to click only once. Regenerating may affect performance. There is no progress indicator, but all indexes that have the "planned" status will be generated. Further troubleshooting Regenerating indexes not possible, no space left on disk In case there is not enough space to create more search indexes, your environment may need to be configured slightly different. For more information on this, check KI 18032 - Regenerating search indexes not possible, no space left on disk After regenerating, indexes becomes red again The indexes folder needs to be deleted and remade. To find the location of the index folder, follow these steps: ⒈Open Settings > Technical Settings > Search > General ⒉Look for the setting block named "Search Index". ⒊The location of the folder is located at "Folder for index file storage". Open the path specified at "Folder for index file storage" to find all the search indexes. This folder can then be deleted. The indexes can now be generated again, using the following steps: ⒈Open Settings > Technical Settings > Search > Index status. ⒉Click on the button "Generate all indexes". After regenerating, indexes become red "regularly" Most likely the production and test environment use the same search indexes, which can cause them to become corrupt. This can occur when the test environment uses a production database and the path to the map of the search indexes is the same. We advice to change the path of the search index. This can be set up by using a relative search index folder, such as ".\searchindex" instead of an absolute path. This will cause every environment to write their search indexes in their own installation folder. To set this path follow these steps: For the test environment ⒈Open Settings > Technical Settings > Search > General. ⒉Look for the setting block named "Search Index". ⒊Change the "Folder for index file storage" to ".\searchindex". ⒋Restart the TOPdesk service. ⒌Generate the search indexes again. The test environment will now use its own search index folder. For the production environment (what differs from the production environment above is shown in bold) ⒈Open Settings > Technical Settings > Search > General. ⒉Look for the setting block named "Search Index". ⒊Keep the same search index folder, but use a relative path like ".\searchindex". ⒋Schedule a restart of the TOPdesk service. ⒌Note that if it is not possible to keep the search index folder, the TOPdesk service will have to be restarted right away. ⒍Generate the search indexes again. After generating the search indexes in both environments, searching is available again in both the test and production environment. Only the asset search index could not be created Check whether other asset related functionalities are still working. For example: •On the module page, is the asset overview and/or the template designer missing? •Can the asset import still be performed? If several asset related functionalities are broken, it is possible something went wrong with the database configuration. For more information, see KI 10094 - Asset Management: Cannot open asset designer The Quick search pops up but disappears again Check if the operator has permissions to read at least one card type of a module. See also KI 9161.