Receiving the error "An error occurred while getting data from the database" in helpdesk

[pryan67]

When searching for tickets, we receive the error "An error occurred while getting data from the database", regardless of the search terms used, and regardless of the user doing the search.

Any thoughts?  We're running on-prem version 11.4.1.9 and I don't see that error in the change logs for the newer versions (and for some reason the automatic check for newer versions doesn't notify us of the updates available)

[FrankSc]

Hello pryan67,

If the search is broken, you could consider clearing the folders kbs_index and tickets_index in C:\Program Files (x86)\Lansweeper\Website\App_Data
These folders contain index files of tickets and KB articles. If you delete the contents of these folders (take a backup anyway) and restart the web server service, the index files will be regenerated, which normally solves the issue. 
If your database holds many tickets, the process can some time (hours) to complete.

[pryan67]

Thank you.  I'll try that.   The KB search works...just not the tickets....so I'll only delete (actually rename) the tickets folder