Some accounts missing from search results
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Brackwell Freight Ltd: documents · Some accounts missing from search results
Aisha Rahman reported three active Salesforce accounts no longer appearing in BB-Demo's search or account list. Bethan found the accounts in Snowflake but not in the search index and escalated to the platform team to investigate the indexing pipeline.
What happened
What this says
Current to 10 Oct 26Aisha Rahman reported three active Salesforce accounts no longer appearing in BB-Demo's search or account list. Bethan found the accounts in Snowflake but not in the search index and escalated to the platform team to investigate the indexing pipeline.
Problem: three live customer accounts stopped appearing in search despite being present in Salesforce and confirmed active. Search was returning zero results for accounts that had been indexed before. Handling: Bethan ruled out cache and filter issues, checked Snowflake, and found the accounts indexed but not returning in search queries, indicating a warehouse-to-index synchronisation failure. Escalation to Ewan Pryce for platform investigation. Watch: search index staleness is invisible to users until they report missing records; a gap here directly damages trust and discoverability.
Details
Updated 9 Oct 26Trail
created · Aisha Rahman 17 Nov 2025 17:49Hi, I've noticed this morning that some accounts aren't appearing in our account search or the full account list, even though they're definitely still in Salesforce. I checked last week and they were there then, so something's changed. I've cleared the filters and refreshed the page but they're still not showing up. Could there be an issue with the Salesforce sync? I've attached a list of three accounts I know should be visible – I can confirm they're all live and active in Salesforce right now. Any ideas what might have happened? Thanks, Aisha- public_reply · Bethan Lister 17 Nov 2025 20:29Hi Aisha, I've picked this up. Just to be clear – you're seeing specific accounts missing from search that are definitely in Salesforce? And this happened overnight? A couple of things to check: Can you try clearing your browser cache and logging out and back in? Also, what record type are these accounts in Salesforce – just the standard Customer type, or something else? Let me know what you find and I'll dig in from our end. Thanks, Bethan
- public_reply · Aisha Rahman 18 Nov 2025 10:54Hi Bethan, I've cleared the cache and logged out and back in – still not showing. All three of those accounts are Customer record type in Salesforce, same as the ones that are showing up fine in the brain. I've double-checked Salesforce and they're all there, marked Active. Could the last sync have missed them somehow? Cheers, Aisha
- internal_note · Bethan Lister 19 Nov 2025 09:08Checked Snowflake – accounts are indexed. Checked search logs – these three accounts not returning in queries. Not a UI issue. Data sync or indexing problem between warehouse and search index. Escalating to Ewan for root cause on ingestion.
- public_reply · Bethan Lister 19 Nov 2025 14:09Hi Aisha, I've checked our end and the accounts are in the system, but something's preventing them from showing up in search. I've escalated this to our platform team to investigate the indexing. That's on us – nothing you can fix from your side. I'll get back to you as soon as we've found what's causing it and how to fix it. Thanks, Bethan
- public_reply · Aisha Rahman 19 Nov 2025 14:49Thanks for digging into it, Bethan. No rush from our side – we can work around it for now. Just let me know when you have an update. Cheers, Aisha
- status_change · 15 Dec 2025 23:59