CRM 2016 Quick Find View not finding active records

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Posted on by Seemorgh

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We are having a bizarre issue with our 2016 on-premise CRM Quick Find View. Basically, we are not able to use Quick Find View to search for some active records (incidents to be exact).

When we go to the incident's All Active Incidents view and use the search bar (which uses Quick Find View), we are able to search for some active records, yet are unable to search for some others.

We have configured the incident's Quick Find View to search in columns such as ticket number and title. I have compared two such records (one returning and one non-returning) together side-by-side in the SQL Management Studio, and all seems OK.

At first I thought the columns we are searching in might have invalid characters in them for the non-returning record. But that is not the case.

Also, the column names are selected in the Add Find Columns configuration of the Quick Find View. So that's not the cause either.

Any help is greatly appreciated.

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Jarrod Williams 1,747 on at

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You need to look within customizations to see if there is a filter on the quick find view itself that is applying an additional filter on it.

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Kokulan 18,054 on at

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Hi

Do you have full-text search enabled? if you have configured your find columns right and if you are using the right search terms and if it snot bringing back the results you are expecting, i would also check if the Maintenance job is running regularly or is it failing? If the indexing is not done by the maintenance service, you may experience this sort of issue sometime. So its worth checkign CRM server where the Async services are installed and check the event viewer, and possibly enable trace and check that as well.

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gdas 50,091 Moderator on at

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Hi Seemorgh,

Check first full text search .

[View:https://community.dynamics.com/crm/b/crmtipstrickstroubleshooting/archive/2018/01/07/full-text-search-in-ms-dynamics-365]

Try to apply same quick view filter criteria in the advanced find and see the results. I am suspecting something you are missing in the filter criteria. So remove the filter criteria from quick view and see the result.

In addition by any chance is there any security privilege/BU secured data. You may check with different system admin user.

Also check if you have any retrieve multiple plugin , which may add additional filter.

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Seemorgh 145 on at

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Hi Jarrod. There is no extra filter on the view. I've got a feeling it has something to do with database indexing.

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Seemorgh 145 on at

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Hi Kokulan. Thanks for your suggestions. Full text search has always been enabled and find columns are configured correctly. I will check the maintenance job and the server logs.

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Seemorgh 145 on at

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Hi Goutam. Thanks for your answer. Full text search is enabled. There is no filter in Quick Find View. Only in the All Active Incidents view but that's not the cause as I am able to find the record with the same criteria in Advanced Find. Also, there is n security role or BU secured data, or plugin that might affect the result. I suspect it's to do with DB indexing and search catalog. I will update this page once I have found the cause.

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Seemorgh 145 on at

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Upon more investigation, we realised that any case and query record created on or after a certain date could not be searched for. Any other record created before that date could be searched for.

We don't know what exactly happened to the CRM SQL database server on that date, however we decided to restart the SQL services on the server and it seems to have resolved the issue. All case and query records are now searchable.

We are still trying to find what caused the issue. I will update this answer as soon as we find the cause so that it might help others.

Thank you all for your suggestions.

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David Jennaway 14,065 on at

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Based on the timing, that sounds like the SQL Full Text Indexing service had a problem (hung or crashed) on that date. I would normally expect an error in the event log, or maybe the SQL log, though if it was a hang, it may not have written an error. If the service did crash/stop, you can set the recovery options on the windows server to have it restart automatically

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Seemorgh 145 on at

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Hi David. Thanks for your response. I did check the SQL server and all other servers, (back-end, front-end, etc) and there was no service that seemed to have crashed or stopped. They were all running. Also, there was no error specific to the full text indexing service in the event log. Maybe as you said, it did not have a chance to write to the log.

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Charles Abi Khirs 3,569 on at

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Hello,

Maybe it is a security role permissions, maybe the other record should not be retrieved because it is owned by other business unit? check the security role read permission of the user you are using and make sure you have the right permission, and check the owner of the record to see if it is comply with the security privileges set.

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