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jimh12-Amethyst
12-Amethyst
May 4, 2020 1:05 PM UTC
Solved

Knowledge Base Search Broken?

Is it just me, or is the knowledge base search ignoring all of us?

 

dhermosilloAnswer
15-Moonstone
Jun 16, 2020 9:55 PM UTC

Yep, it's working again.  Thanks!

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18 replies

DomenicLaritz
DomenicLaritz17-Peridot
17-Peridot
May 4, 2020 1:53 PM UTC

At least I have the same problem right now!

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PeterCaseCommunity Manager
Community Manager
May 4, 2020 2:29 PM UTC

Hi @jimh and @DomenicLaritz. We're looking into this and are not currently aware of any issues on production Search.

 

To help with our investigation, could you please share some details of :

  • Symptoms you're seeing including any error message(s)
  • The approximate time you see the problem
  • The browser you're using, and
  • Whether the problem still persists after a refresh with Ctrl + F5 ?

 

Many thanks in advance

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    jimh12-AmethystAuthor
    12-Amethyst
    May 4, 2020 4:04 PM UTC

    Hello,

     

    When I go into the knowledge base search, I just don't get any results.  No errors, just nothing returned.  Just to make sure it wasn't my search, I tries searching for "API" then "PDMLINK" and got no results.  

     

    I tired with Edge and IE.

     

    Refresh doesn't help.  

     

    Please see attached files.  Seems to work on the old search page, but not from the support landing page.

     

     

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    OCMutz12-Amethyst
    12-Amethyst
    May 4, 2020 3:33 PM UTC

    Same effect on my side.

    After entering a search term an hitting the search icon or enter, search text is deleted an no search results are displayed.

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    BenLoosli23-Emerald III
    23-Emerald III
    May 4, 2020 4:27 PM UTC

    Working fine for me with Edge.

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    dhermosillo15-Moonstone
    15-Moonstone
    Jun 16, 2020 8:37 PM UTC

    It appears to be broken again today.  The eSupport home, https://support.ptc.com/, returns 404 error in all browsers.

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    PeterCaseCommunity Manager
    Community Manager
    Jun 16, 2020 9:25 PM UTC

    Hi @dhermosillo, our teams pushed code earlier today to introduce a new "Customer Home" Page to a limited subset of customers. Customers will have seen a 404 momentarily while we rolled out the code, but all should be restored now. We checked just now and the home pages (both the new Customer Home and eSupport Home), and the search feature on each seem to be working fine. Are you still seeing the problem now when you access www.ptc.com/support ? 

    Many thanks,

    Peter.

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    dhermosillo15-MoonstoneAnswer
    15-Moonstone
    Jun 16, 2020 9:55 PM UTC

    Yep, it's working again.  Thanks!

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