When one user searches the knowledge base, a blank screen is displayed in the frame instead of search results.

[eileenhessmille]

This happens in just the Prod instance.

Everything else seems to work fine except when he goes to search for a knowledge article it just loads a blank white screen in the frame instead of search results.   This happens when using all forms of knowledge search including the self service module, the normal knowledge module, as well as the button in the ticket next to the short description.   He can click on the knowledge module and click on kbs and they load fine and can navigate through them clicking links, but as soon as he searches for anything, text or kbxxxxx, it just loads a blank white screen.

We tried turning on the split view and was again able to click kbs to load them on the right side, but if he searched it would again just blank out the left portion of the page.

We've cleared browser cache etc, as well as restarted his VDI to no avail.     He was able to search kbs one call and then it stopped working the next, so he had not logged out and back in yet at that point when the issue started.

Any ideas?

Thanks

[jfarrer]

I ran into something that sounds very familiar with the Dublin Release that SN support said is caused by the cloning process. Upgrading to Dublin Patch 1 fixed the issue. Are you on Dublin pre-patch 1?

[eileenhessmille · Accepted solution]

We are not on Dublin yet.

What fixed it for us was bringing up the list of user preferences from navigation, filter for the user with the problem, sort the names of the preferences and looked for anything related to knowledge (there were 2 entries - kb_knowledge.db_order and kb.advanced.sort). We deleted both entries. That seemed to work for now. We should have deleted one at a time so that we could identify which one caused the issue. Oh well.