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Search functionality is temporarily unavailable

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Steven Libby

09 Oct, 2012 06:10 PM

Hello,

Over the past week or so, I have seen the attached error message approx. 50% of the time when attempting to perform a search through our discussions. I just wanted to make sure you were aware of the problem and working towards a permanent resolution. Please let me know if there is any additional information I can provide to assist in troubleshooting.

Thank you,
Steven Libby
Classworks Technical Support

• Support_Search_Error.jpg 133 KB

1. 1 Posted by Amanda on 09 Oct, 2012 06:31 PM

   

   Steven,

   Yes, we are aware of the issue with search. We are working hard to try to get the search functionality running snappy again. I'll assign this discussion to the ticket we have open about the issue so you'll be updated when we've fixed the issue.

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2. 2 Posted by Dmytro Semenov on 10 Oct, 2012 06:58 PM

   

   Any update on this? I have this issue for 3-4 days, my customers are complaining.

   Dmitry
   help.dimsemenov.com

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3. 3 Posted by Amanda on 10 Oct, 2012 09:02 PM

   

   Dmitry,

   We're still working on it. It's our #1 priority. This discussion is attached to the open ticket for the issue. I will update you here when we've resolved the issue.

   Thank you for your continued patience.

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4. 4 Posted by jflood3 on 11 Oct, 2012 12:05 PM

   

   Hello,

   There was a notice that the search was fixed, but it is still not working for users and discussions

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5. 5 Posted by Julien on 11 Oct, 2012 12:19 PM

   

   Hey,

   So we moved to a completely new cluster and changed a bunch of things which means really improved performance. The main issue at the moment is that to do that, we have to reindex all the content.

   To speed things up, I reindexed your site manually. You should be good now.

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6. 6 Posted by timkay on 11 Oct, 2012 11:47 PM

   

   Please reindex our site manually too.

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7. 7 Posted by Alasdair Manson on 12 Oct, 2012 10:09 PM

   

   Hello

   I rely on the search feature in our Tender - for both discussions and knowledge base documents - heavily on a daily basis. If possible, could you also manually reindex our site.

   Regards and thanks

   Alasdair

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8. 8 Posted by Julien on 12 Oct, 2012 10:51 PM

   

   Hey everyone,

   Here is a quick update.

   We're aware that search is still having issues -- we have been working days and night on it for over a week to keep it at least at a minimal level of responsiveness. We created a new cluster yesterday but this new cluster had issues as well. We are now re-creating a 3rd one, on more powerful machines, and reindexing all sites.

   The problem is that we can't easily re-route part of the traffic to the new cluster, so we'll have to switch everyone at the same time once indexing is finished. Looking at the current indexing speed, this should happen over the weekend.

   We're very sorry, but we greatly appreciate you bearing with us a bit more.

   Thanks.

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9. 9 Posted by Clint on 13 Oct, 2012 06:20 PM

   

   Thanks Julien,

   Please keep the updates coming. As I'm sure you aware, effective searching is a primary feature with your service.

   Do you have an article that explains how your search works? For example, do you search on multiple words based on AND, or OR? On what time frequency does your search index update? Do you search on the title, Content and Keywords and then weight the keywords higher? Do you use stemming, partial matching, etc? What search engine are you using?

   Thanks,
   Clint

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10. 10 Posted by Dmytro Semenov on 14 Oct, 2012 04:28 PM

    

    Please put that "Search is temorarily unavailable, TenderApp team is working on it" red bar back. Search is still not working correctly and you removed it.

    Put at least google search there.

    Dmitry

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11. 11 Posted by Julien on 15 Oct, 2012 07:37 PM

    

    Hi all,

    I already answered to some of you directly, but for the others, here is the update on search.

    As I'm sure you have noticed, the past week was still a little bit rough regarding search, but the good news it that we fixed it! We rebuilt a new index, on a new cluster and made a few architectural changes along the way. In particular, we increased monitoring and the isolation between sites. This means that errors with one site should not affect other sites but also that search should be snappier.

    I really want to apologize for the trouble this has caused you. We worked days and nights on it, but search is a big part of the support workflow, so I know degraded service was a pain. So thank you for bearing with us.

    Everything is looking good now, but if you notice any error or missing discussion when you search, let us know immediatly.

    I hope you'll have a great week, and don't hesitate if you have any question.

    Cheers.

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12. Julien closed this discussion on 15 Oct, 2012 07:37 PM.