KB Article #61692
Message Tracker search returns 0 rows with message "An error occurred during the search, please check the logs for details"
Message Tracker search returns 0 rows with message "An error occurred during the search, please check the logs for details". Note, search result page also shows "Result page: 1 2 ¿. 9 10 Next" as appropriate for how many rows/pages should have been returned for the search.
Demonstrated in at least: 5.5.2.0.x, 5.7.1.0.6, 5.8.0.0.1.
See SCR 28291.
Resolution
This is caused when the search result returns rows with the sender or receiver RoutingID == null in the Messages table. How these values became null is not know, but both the original customer system and Support's Quickstart had some rows in this state, so it is possible.
A fix should result from SCR 28291 at some point, but there is a workaround that can be performed on affected systems.
.
Workaround:
1) In their existing community (or a new one) add two routing ids. For example, DUMMY_SENDER and DUMMY_RECEIVER. It doesn't matter what they are as long as they match the values in step 2.
2) Execute the following two SQL statements against their database (making sure to take the proper backup precautions):
UPDATE Messages SET ReceiverRoutingID = 'DUMMY_RECEIVER' WHERE ReceiverRoutingID IS NULL;
UPDATE Messages SET SenderRoutingID = 'DUMMY_SENDER' WHERE SenderRoutingID IS NULL;
Now MessageTracker should display the results with 'DUMMY_RECEIVER' and 'DUMMY_SENDER' values for any missing IDs. Although it may be better to make these modifications while Interchange is stopped, this did work in a test environment while Interchange was running.