If you are unable to find the expected records or search results in OWL, try the following troubleshooting steps.
1. Verify Your Search Criteria
- Check for spelling mistakes or incorrect values in your search parameters (phone number, SSN, name, etc.).
- Ensure the correct product is selected for the type of data you are querying (e.g., Person Phone, Social Media, Driver License).
- Use broader or alternative search terms if no results are returned.
2. Confirm the Correct Data Source is Selected
- Ensure you are querying the correct vendor/data source (e.g., Whooster, Legentic, OWL).
- Different data sources return different types of records. A search that returns results in one data source may not return results in another.
3. Verify Additional Search Options
- The Search/Query module allows you to include additional data sources in your results, such as Subject, Tips, Forms, OWLdocs, OWLvault, Reports and past Queries.
- If you expect to see matches from these record types, ensure the corresponding options are enabled in your search request.
- Similarly, check whether OWL Cases and OWL Docs & Vault are toggled on if you expect internal record matches.
4. Check Data Availability
- Confirm that the record or dataset has been successfully imported and indexed.
- Recently imported data may not be immediately searchable, depending on your organization's indexing or synchronization schedule.
- If searching OWLvault or OWLdocs, ensure the data has been processed and attached to the appropriate Case or Subject.
5. Verify Your Access Permissions
- OWL only displays records that you have permission to access.
- Your search level, role, department, or record ownership may affect which results are returned.
- If another user can view results that you cannot, verify your access with the record owner or your system administrator.
6. Refresh and Retry the Search
- Refresh the page and run the search again.
- If the issue persists, sign out of OWL, sign back in, and repeat the search.
Note: Previous search results for a case are cached. If you are running a new search, ensure you are viewing results for the current query and not a previous one. You may need to select Re-Run to fetch new results.
When to Contact Your Administrator
Contact your system administrator if:
- Expected results cannot be found after verifying your search criteria and data source selection.
- A data source or product is unavailable or not listed in your search options.
- You believe your account is missing the required permissions or search level to access specific data.
- Search results appear incomplete, inconsistent, or outdated.
- You receive errors when submitting a search query.
Tip: If you recently imported or updated data, allow sufficient time for the indexing process to complete before searching again. The time required may vary depending on your organization's configuration and the size of the dataset.