Configured AI Search for Mobile but only show "Generating your personalized results" then disappears

[irarayzelji]

Problem:

I have configured AI Search for Now Mobile by following the documentation below, but when searching in 'Homepage Search - Catalog, Knowledge, People' in Now Mobile, it only shows "Generating your personalized results" with a spinner then disappears without a result/card. I checked the Response in sys_generative_ai_log and it has a result, just that it didn't show in Now Mobile UI.

Documentation I followed:

https://www.servicenow.com/docs/r/employee-service-management/now-mobile-employee-experience/advance...

Details:

What I did:

Navigate to AI Search > Search Experience > Search Applications or System Mobile > Search > Search Configurations

Open the record 'NowMobile App Search Configurations' Record

Change Search Engine to AI Search

Open the record 'NowMobile App Search Configurations for Services and Articles' Record

Change Search Engine to AI Search 

sys_sg_global_search.list 

Open the record 'Homepage Search - Catalog, Knowledge, People'

Update Search Application Configuration to 'NowMobile App Search Configurations'

In Search M2M item configs, modified list to:

Catalog item Search Result Main item

Catalog Now Assist Genius Result Main item

Knowledge AIS Search Main Item

Knowledge article attachment search results

Knowledge Now Assist Genius Result Main item 

People genius Search Main item

People Search Main item

Navigate to AI Search > Now Assist in AI Search Setup

For NowMobile Default Search Profile, I checked Now Assist Multi-Content Response 

Applipdations for NowMobile Default Search Profile listed are:

JGS ESP Now Mobile - Home

Now Mobile Admin - Services

Now Mobile Admin - Home

Now Mobile - Services

Now Mobile - Home

Mobile Agent - Your Stuff

Mobile Agent - Your stuff

Instance, Plugin, App Details:

Build name: Zurich

Build date: 05-19-2026_0833

Build tag: glide-zurich-07-01-2025__patch7b-hotfix1-05-18-2026

Now Mobile sn_me 30.1.3

Mobile App Builder sn_mab 27.12.1

Mobile App Builder API sn_mab_api 27.12.0

Search Configurations for mobile sn_me_search 29.0.7

Now Assisst for Platform sn_genai_platform 11.0.1

Now Assist for IT Service Management (ITSM) sn_itsm_gen_ai 12.2.7

Now Mobile Android App Version: 20.3.1

Screenshot of problem:

[Tanushree Maiti]

Hi @irarayzelji 

Refer KB: KB0787172 Custom Search Configurations in NOW Mobile Returns no data 

Also check this :

Troubleshoot - AI Search Results Shows Count But Does Not Display Any Records - Support and Troubles... 

KB1122783 AI Search or Now Assist QnA Genius Results are not displayed in portal 

Quick Guide to Enabling Genius Results