Troubleshooting Missing Users in Search Results

If users are not appearing in search results or within the People Directory, follow the troubleshooting steps outlined below to resolve the issue. These steps will guide you through verifying user statuses, checking synchronization logs, and ensuring that the appropriate configurations are in place to sync users from identity providers correctly.

Check the User Management Panel

1. Navigate to the User Management screen in the Admin Panel and search for your missing user.
2. Check if the user appears:
   1. If the user is listed, verify their status. Ensure it is set to "Active."
3. If the user is marked as "Inactive," review their User Type:
   1.  Regular
   2.  External
   3.  Active Directory

Verify the Employee Directory Connector

1. If using an identity provider for user population, access the Employee Directory Connector page in the Admin Panel.
2. Choose your user store and navigate to Synchronization Logs.
   1. Click View Details for the latest sync log and search for the missing user:
      1. If the user does not appear in the sync log, confirm they are included in the Security Group designated for the ThoughtFarmer sync.
      2. If the user is listed in the sync log, select their name and review the Message column for any reported errors.

Reindex the People Directory

If the user is not indexed properly, you may need to reindex the People Directory:

1. Get the URL:
   1. Go to the People Directory and copy the URL.
2. Access the Search Settings Page:
   1. Navigate to the Search Settings page within the Admin Panel.
3. Reindex the Content:
   1. In the “Reindex content” section, click the Reindex content button.
   2. Paste the URL and select the People Directory entry that appears in the search.
   3. Check the Include children checkbox, then click Reindex.
4. Wait for Completion:
   1. The indexing process will take a few minutes. Once complete, refresh your People Directory page and verify if the user now appears.

If the user is still missing after completing these steps, submit a helpdesk ticket for further troubleshooting.