topic Knowledge Base Search Issues in PTC eSupport Help Discussions

Knowledge Base Search Issues

TomU — Mon, 10 Nov 2025 04:42:18 GMT

I'm trying to troubleshoot some issues today and it seems like most of the support articles are missing from the KB search results. I suspect maybe a search index issue, but not sure. I just know it's making it really hard to find solutions. I'm resorting to other search engines, but even those seem to be finding only a subset of what used to be there.

Simple example. This should return dozens, if not hundreds of support articles:

Re: Knowledge Base Search Issues

DomenicLaritz — Mon, 10 Nov 2025 06:52:48 GMT

I can confirm the problem described by @TomU! As of today, the KB articles are missing from the search results. ☹️

Re: Knowledge Base Search Issues

PeterCase — Mon, 10 Nov 2025 09:20:32 GMT

Hi @TomU and @DomenicLaritz ,

We identified root cause and addressed this now. It was indeed an issue with our connection to the CRM which impacted the knowledge base articles.

Thanks for highlighting this,

Peter.

Re: Knowledge Base Search Issues

TomU — Mon, 10 Nov 2025 15:52:39 GMT

Thanks!