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Lansweeper Tech Support
Lansweeper Tech Support

You searched for a ticket in the helpdesk, but no results are displayed even though you know the ticket exists in Lansweeper. 

What happened?  

Index corruption in your helpdesk leads to some tickets no longer appearing in the search results. 

Now what? 

To resolve this, please try the following: 

  • Stop your web server service on your Lansweeper server. Your web server service is either IIS Express or World Wide Web Publishing (IIS). 
  • Stop your scanning service on your Lansweeper server. Your scanning service is called Lansweeper Server. 
  • Copy all files in the tickets_index folder found at Program Files (x86)\Lansweeper\Website\App_Data, and copy them in a temporary folder to have a backup. 
  • Delete all files in the tickets_index folder. You need to delete the contents, not the folder itself. 
  • Restart the web server and the scanning service. 

What's next? 

New index files will be generated. Be mindful that the process can take a while, even several hours, depending on how many tickets you have. Also, you may see a message in the web console informing you of the index generation.

You can use the helpdesk during the process, but the search and filtering functions will not work correctly until the index rebuild is complete.

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