On Demand search not working

[A[L]C]

Hi all,

The search functionality of my on demand service is not working. I spoke to customer services who got me to reboot the box but the problem remained. They then said they would get a team to monitor it for 3-5 days to see if there is a problem...... I know there's a problem, its not working

Anything else I can try?

[Ben B]

Hi There,

What happens when you try to access the search facility? Do you get any error codes?

Ben

[A[L]C]

Yeah it says the search is currently experiencing problems.

Code is 5204/0200

[Ben B]

Well they will have picked that code up from your box. The back office will monitor the situation which is why they have given you the 3-5 day wait. If it still isn't working then you will need to ring back

[A[L]C]

What do you mean by monitor the situation? Im just a bit confused, doesnt the code tell them what the problem is?

[Ben B]

The diagnostic flow will have told them what action to take. They need to monitor to see where the problem is and fix it. Also it might just be a temporary fault which will be fixed soon. Since when has the search not been working for you?

[A[L]C]

Since it was installed yesterday.

Thanks for you help

[Ben B]

Ah I see, well there could just be an area fault currently. I would give it until Monday and then ring faults on 151 from a VM phone or 08454541111 from any other phone

[Digital Fanatic]

Ben B is correct, the error code will tell 2nd line what the issue is. If it's a SUI (single user issue) then it will go to IT to fix, if it's an area issue then our Outage Team will pick it up and escalate the issue, usually fixed in a few hours if it's the latter... 5 day SLA for SUI's, but usually sooner. HTH

P.s. I'd chase it up if it was an area issue, but I'm not in the office this weekend

[A[L]C]

Thanks guys, the guy on the phone did say it wasnt an area fault, so that explains the 5 day SLA.

No probs and thanks for your help. Have a good weekend.