Search bar on Customer Portal missing on home page and browse services page

[Bret Smith]

I have a user who is missing the Search Bar on Customer Portal homepage

But when I impersonate the user, I see the search bar

This is happening in using various browsers (Chrome, Chrome Incognito, MS-Edge, etc.) 

[Deepak Shaerma]

Hi @Bret Smith 
Check Portal and Page Configurations

- Portal Configuration: Navigate to the portal configuration settings to ensure the Search Bar is enabled for the portal. In ServiceNow, you can do this by going through the Service Portal > Portals and selecting the specific portal. Check for any configurations that might impact the visibility of the Search Bar.
- Page Configuration: Similarly, check the specific homepage configuration for the customer portal. It’s possible that the Search Bar widget or component has been removed or is conditionally rendered based on certain criteria.
Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
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Thanks & Regards 
Deepak Sharma 

[Bret Smith]

thank you for taking the time to respond to my question/issue but your suggestions have not helped me resolve why this user does not see the search especially when other can impersonate that user and the search window is visible/available. 

[jlaps]

We are seeing this same thing for a limited number of users that are no different than the multitude of other users. Usually its Chrome and switching to Edge works, but the exact opposite is true of one of the problem users, so its not so cut and dry. 

Did you ever figure anything else out or open a Hi Portal on this? I think that is my next step.

[Bret Smith]

Unfortunately we have NOT found a reason or solution to this issue.