Error in reading knowledge articles in EC, "Record Not Found"

[Still Learning]

Hello EC experts

I am seeing an issue within Employee Center where users are unable to read any knowledge articles.  The error they receive is, "Record Not Found".  The articles appear during search (please see below) but users still get the error message when clicking on the articles. 

The "Can Read" permissions on the knowledge base are as shown below and I have confirmed that the roles exists for users in our sys_user table.

Can someone please assist me with this issue, and perhaps point me in the direction of a fix? Thank you so much, in advance for your assistance. 

[Dan O Connor]

@Still Learning There is sometimes some funny behaviour with Knowledge Base results and search. What search are you using, and if AI Search, have you configured and re-indexed for your Knowledgebases? 

[Still Learning]

Good morning @Dan O Connor! Thank you so much for your reply to my  question. I am using AI search, it is fully configured but not re-indexed (I wasn't aware I needed to do that). I'll give that a try now and let you know of my results.  Thank you again for your help, I really appreciate it!! 

[Susan Britt]

There are several things that can cause this error.  When they click on the article, does the URL look like this "

?id=form&table=kb_knowledge&sys_id=undefined"?  If so, validate the AI Search > Service Portal > Search Results Actions for Knowledge on the correct portal record.  The below example is assuming you have EC Pro.

If the URL is trying to open in the "form" page (i.e., URL has id=form), then the record probably has 

Action name=navigation and Payload query parameters=sysId=sys_kb_id.  Change those to Action name=ec_navigation and Payload query parameters=number=sysparm_article

[Mikew81]

This was the solution for me! Thank you