Skip to main content
jamesm4933
jamesm4933
April 30, 2026
Question

Smart Search Indexing Failure

  • April 30, 2026
  • 3 replies
  • 0 views

I have a Record Type with a Document record field. We have a business requirement to be able to use Smart/Semantic search on this and a text field.

The Smart Search Sync consistently fails with the following error message, and a list of failed record ids: "Cannot retrieve the document. Verify the document management record type is configured correctly."

Through investigation, we discovered, that the Document field for these records was NULL, which is consistent with the above error message.

We would like to have a successful search indexing, for this record type, and so we removed those records from the dataset temporarily.  However, now we get the following error message: "We couldn't check the smart search status. Try resyncing your record type."

Attempting to Sync is what produced this error, so it seems a bit unhelpful as an error message.

 

Why is the indexing failing when the selected smart search field is empty? Is there a workaround?

Now that the Smart Search syncing is failing with no further information, what can we do?

3 replies

D
derek.knoderer
April 30, 2026

[mention:f0171115cc034ac18aa263677c1ff74c:e9ed411860ed4f2ba0265705b8793d05]  Thank you for reporting this. Could you please file a forum support ticket for this issue?

We do have a known bug where document management record types with rows/records with null values for the document field cause an indexing error. We'll look at getting a bugfix for this prioritized soon. 

As a temporary workaround, are you able to remove the rows without documents so that indexing can complete successfully? Or is there something about your use case that makes this unworkable? 

We did not anticipate users having records for documents without any actual documents existing -- and would be interested to learn more about your use case/s for using document management record types in this way. Could you please provide this additional context as part of the support ticket? Sorry for any confusion or frustration this has caused you, and thank you for your understanding and assistance! 

jamesm4933
jamesm4933Author
April 30, 2026

Hi Derek, thanks for getting back to me. Maybe I could have been a little clearer. We DID in fact remove the rows without documents existing. This DID NOT result in indexing completing successfully.  I will contact my management to request a support case be opened.

Thanks again.

D
derek.knoderer
April 30, 2026

Hi James, of course. Ah, I see. Thanks for the clarification, and for requesting a support case be filed. 

Terms & ConditionsAccessibility statement