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Search in webmail not working properly
Problem reported by Jorge EG - 11/13/2020 at 5:34 PM
Resolved
When using the Search feature located on top of the emails list on the web interface (not the advanced search), if I search for user@domain.com, it doesnt display any results, if I type only user or domain.com it does display results, but the full email address returns no results.  
Please help to solve this.

Thanks.

50 Replies

Reply to Thread
3
Gabriele Maoret - SERSIS Replied
+1
1
Joseph Rebis Replied
I am experiencing this same issue. I have some updates to apply which might fix it. 
1
Jane Noel Replied
I'm getting complaints too.  It's a little more than what Jorge mentioned.

As described above, I get no results on a search for an email address.  Seriously, in an Inbox, I can't search for an email address.

But it also seems like if there is any special character in the search it won't work.  If I search for "Don's" - when I can clearly see there should be results for "Don's Appliance" - I get no results. It loads and loads, then just displays the full inbox.  If I search for 2-Day or 10,000 I don't get obvious/expected results, though it does somehow filter the inbox to eliminate some emails. 




1
Jorge EG Replied
Can anyone @ ST comment on this issue? Its very frustrating for our customers not to get search results.
0
Gabriele Maoret - SERSIS Replied
We too have issue with mail search.
It's getting difficult to respond customers compliants
1
Bryan Whitaker Replied
I have sent in a support request on this and sent their support team a link to this thread.
0
Webio Replied
I've suggested in other thread related to this issue for a quick hack use (it's better to give a client quick hack than just tell him it doesn't work right?):

email*address.com

for email address searching.
0
Jane Noel Replied
That's awesome Webio! That'll help my client tremendously.  THANKS!
0
Kyle Kerst Replied
Employee Post
Hello everyone. I just wanted to touch base with you here to let you know this is on our list, and is being investigated further. Please submit a ticket with support to get updates on these issues as they become available. Have a good one!
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Montague WebWorks Replied
Not just that, but also the person's name in the email address. For instance, the search below yields no results.

Once this has been addressed, can we get a hint on what the web simple search actually searches on? Subject? From? All headers? Body?

Thanks,
Mik

Mik MullerMontague WebWorks
0
Binesh Shammunni Replied
Yes, I found a few domains missing emails in the Sent Items folder.  Something index issue 
0
JerseyConnect Team Replied
The missing messages in Sent Items is a known bug. The message still there are on the server in the grp file, they just don't display in webmail.
1
Binesh Shammunni Replied
Is there any possibility to get an intermediate patch for the Sent Items bug?
3
Tim Uzzanti Replied
Employee Post
Sent Items is resolved with the next release.

Search is also being worked on but requires a little more time in development.

Hope this helps,
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Ionel Aurelian Rau Replied
Thank you for the update. is there any possibility to get an intermediary build / custom build which solves the Sent Items bug? This is a major issue for us and causing a lot of trouble.
2
Binesh Shammunni Replied

Sent Items & Search issue major one.  I have already opened the ticket, the support team will release the Thursday patch for Sent Items. So far not receive any communication from the support team. 
Kindly sent intermediate patch for Sent Items issue
0
Ionel Aurelian Rau Replied
We`ve updated over the week-end and are monitoring the missing Sent Items issue to see if it occurs again (hopefully it will not).
Thank you!
1
ActorMike Replied
I reported this on Nov 2, 2020 via support ticket and still not fixed.  Very disappointing!
1
Ron Raley Replied
Tim advised more time is needed in development.  SmarterTools is communicating with all customers on this issue.

Our team would like to be in the "NOT disappointing" category.
5
ActorMike Replied
@ron Raley We're closing in quickly on 3 months since I first reported the problem.  That's three months that webmail search has been crippled.  Would definitely have liked to see this fixed in 2-4 weeks as it's a major issue.
Thanks for listening.
1
Evan Heller Replied
Hi, I recently upgraded to build 7685 and noticed that regular search is not working at all and the advanced search is completely and utterly broken. What's going on here? I hesitated to upgrade and renewed by support and found that now I'm losing basic features? 

EDIT:  
Search appears to be working again after a very long delay to re-index everything. Search does appear to work and is significantly faster than before but still takes a good 10-20 seconds for results to appear. So it's better I guess?
0
Montague WebWorks Replied
Wait a minute. Search is still not fixed? I thought that's what this release was about? My users have been waiting a veeeery long time for it to work properly. Many of my clients use the webmail interface, preferring not to install it on their devices, and search is CRITICAL.

We planned to upgrade tomorrow night, but now I'm rethinking.
Mik MullerMontague WebWorks
0
JerseyConnect Team Replied
We're running 7685 and search for us is faster than it has been in the past. On large mailboxes initial search results are taking a few seconds, but subsequent searches are whip fast.

The only issue I'm seeing is a search with an @. Though, if you just substitute it with a wildcard (*) it works fine.
0
Thu Nguyen Replied
I got same issue too.
Search for support@ or support@domain.com will have no result.
Search for support will have result.
0
Gabriele Maoret - SERSIS Replied
It's a known issue. SmarterTolls is already aware of this and they are workink to fix it.

At the moment, you can't use the "@" character in search.

You can use "*" instead (not the same, but it works).
0
Rod Strumbel Replied
This is what we have found... if you have anymore than a handful of mailboxes, you need to have the # of threads allowed for indexing to be set to AT LEAST 2.  A single thread just doesn't cut it.   During one of the updates, ours got reset to 1 (I know I didn't do it, and I'm the only one that manages such things).   Anyway, set at 1 our indexing queue was 1200 mailboxes deep and 2 days behind based on the timestamps of when accounts entered the indexing.  What this produced was the "appearance" that search was not working.  It was, the issue was just that the MOST RECENT messages were not included in the search because the indexing for the account hadn't run yet.   I bumped my indexing threads to 3, and I was under 100 mailboxes in the queue in under 10 minutes.  I then reset it to 2 and that seems to be a happy point where we balance around 50 mailboxes in the queue (at least for now).

What I am seeing as a problem however is that there appears to be one mailbox "stuck" in the indexing queue, not progressing, not doing much of anything.   And I've found no way to boot him out.  What I cannot tell is if he is occupying one of my threads full time, or if it is some display error.  That client hasn't complained about search or anything with their mailbox, so just not sure what to make of it.
1
Rod Strumbel Replied
That being said, now I have 2 mailboxes stuck in my 3 threads and now the indexing queue is backing up again.
They really need to separate the indexing service from the SmarterMail service so you can restart indexing without having to take the whole system down.
1
Ron Raley Replied
Rod, ideally we shouldn't need to mess with any of this.

We are also looking for a more reliable robust search.
1
echoDreamz Replied
Our v17 settings are 8/2500/60. We have over 20k accounts, normally only ~25 accounts or so in queue at any time. SM could maybe do-away with this thread option and just automatically optimize it based on the server/load.
0
ActorMike Replied
@Rod Strumbel How does your post related to the @ sign issue? Does changing the indexing threads resolve it?

I would also like to note that it has now been nearly 5 months since this issue was reported and has went unresolved. 

@Tim Uzzanti Why hasn't this been fixed? It has also been nearly two months since you posted and said it would be addressed in the next release.
7
Tim Uzzanti Replied
Employee Post
We have a large release on Monday and it includes many indexing and searching improvements.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Montague WebWorks Replied
Looking forward to it!
Mik MullerMontague WebWorks
0
Gabriele Maoret - SERSIS Replied
I'm looking forward to it too!

Make SmarterMail better, if you continue to do so this will be a great product!

Go on Tim!
5
Sébastien Riccio Replied
We have threating customers waiting for fixes since a long time that are included in the new build.
I was given a release candidate but it includes other change (in grp and .cfg files) I'm not comfortable with applying this on our production system and according to support, a rollback to previous build is not possible in case of issues (would involve restoring a backup of the data... sigh).

So I was waiting for today release to come out to decide to go on but you seems to say it was again postponed.
Not sure then if it was due to reported problems from people already running the RC or if it's for safety reasons.

What is sure is that again we can't fix "trivial" bugs because the fixes are shipped in the same build that includes other sensitive changes.

We really need two branches. One stable with only trivial fixes and another one with the same fixes and sensitive changes for beta testing.
How can we work like this and not being able to apply available fixes risking to break more things. We're at it again .... and I got the feeling it will never change
Sébastien Riccio
System & Network Admin

2
Gabriele Maoret - SERSIS Replied
I think you are right Sebastien.
Stable branch with only fixes and really stable functions is needed.

The current way of releasing the product leads to (little?) problems almost every time.
2
Ron Raley Replied
Tim mentioned monthly roll-outs.

If that's the case, each release should always be a 30-day BETA.

Only after 30 days would a release become production. Always and forever.

My opinion.
0
Thomas Lange Replied
In the past public builds/releases were not always stable as I would expect... and if public releases include/need to update cfg-files/filesstructes and due to this no easy rollback is possible to previous build, I would advise to wait a few days... until the first system administrators were brave enough testing the new public release :-)

Two different branches like "stable" and "beta" would really make much sense.
But not any clear comment by SmarterTools until now :-(
2
Sébastien Riccio Replied
I promised our customer the fixes would be in place for tomorrow morning, so I went ahead and did the update after having snapshotted the datas.
So far nothing suspicious but the real test will be tomorrow. Wish us luck... :]
Sébastien Riccio
System & Network Admin

1
Ron Raley Replied
At least your cat is happy.
0
echoDreamz Replied
Looks like they did push an update, build 7751 is up.
2
Tim Uzzanti Replied
Employee Post
Chris,  

So I looked at your ticket with Customer Service -- not Technical Support. Emily, in her response, never said anything about "more testing". She DID say that she wasn't aware of the release being rescheduled...she just didn't have an ETA for its release.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
echoDreamz Replied
Tim,

It wasnt Emily, it was Kyle. This was today at 2:30PM - Ticket #0C2-27B4B31D-0B4E - I believe he may have possibly been referring to when he told me last week it was going to be released at the end of last week. I believe he meant it was delayed from last week's release for "further testing".

My mistake Tim, I misread his response thinking it was today's release when Kyle was referring to last week's release.

Thanks for the new build, looks like a juicy one!
1
Ron Raley Replied
Wow, there are a ton of fixes. Thanks Tim!
1
Sébastien Riccio Replied
Hello,

After a day running on latest build, so far now new issue reported by our customers and the bugs we submitted seems to be fixed. So congratulations to SmarterTools for this.

I really like when it goes like this. Let's hope it will be the norm for future updates.

Kind regards.
Sébastien Riccio
System & Network Admin

0
ActorMike Replied
@Sébastien Riccio -Taking 5-6 months to fix problems like searching for an email address should be "the norm"? Not sure what is going on, but frankly it makes me a little nervous!

3
Sébastien Riccio Replied
@ActorMike

Well I can only agree with you for this. I was talking about the "update-seems-to-introduce-no-new-issues" thing. As we had past horrible experiences with this, for me it's an improvement.
Sébastien Riccio
System & Network Admin

0
ActorMike Replied
Definitely agree with you there! This search problem was introduced in an update, and I also starting having problems when I was impersonating a user that would disconnect me, log me out etc. Never had those problems in many years!
0
Thu Nguyen Replied
For me, email search still not working. My version:
Build 7753 March 24, 2021

Ex: I've just got an email from this address: info@abc.com.
I type this into search box, then result "No items to show"
0
Tim Uzzanti Replied
Employee Post
Make sure the account is fully indexed.  We are not aware of any issues with indexing after this release.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Rod Strumbel Replied
We added resources to our SM VM last week (went from 16 to 32G of RAM) and added a CPU (at 3 now, 6 cores) and my indexing settings are at 3 threads / 2500 items per pass / 60 seconds in Q before indexing.  Indexing has been really good at those settings for us now hovering between 40 and 60 mailboxes in the indexing Q at any point in time.    (We are on 7719 with right around 2500 mailboxes spread across about 250 domains).

Before upgrading the hardware we still had issues on 7719 and mailboxes getting "stuck" in the Q.

Just supplying this info as HARDWARE can have an impact on all this to do with indexing and search not working properly as well.

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