Bug Toolkit does not give search results back

Unanswered Question
Aug 9th, 2011

Hi,

Today everytime I ran a search for known bugs in an IOS release it gives the page correctly but where results should be it is blank...

Is it just me? I tried already changing browser, PC and ISP...

thnks for your atention

I have this problem too.
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asolleti Tue, 08/09/2011 - 10:09

Hi Davide

I observe similar issue. I have given the head's to the development/support team to help resolve the issue at the earliest.

Thanks

Arun Solleti

jdanrich Tue, 08/09/2011 - 14:58

Same here!

It's horrible.. no response in either IE 8 or Firefox 5.

I have submitted a support email, but have no idea when this will be resolved..

asolleti Tue, 08/09/2011 - 16:40

Hi All

We have identified and resolved the issue.

Just verified to make sure the search is functioning correctly.

Thanks

Arun

Steven Griffin Tue, 08/23/2011 - 10:02

Arun,

The issue still seems to be occuring as of today.  Using Firefox 6 or IE 8 I get zero search results.

-Steven

asolleti Tue, 08/23/2011 - 10:30

Hi Steven

Can you please provide criteria for your search operation (Bugid or Category/Product/Version etc) ?

I did a quick search on a product under "Router" category and got back results.

Thanks

Arun

Steven Griffin Tue, 08/23/2011 - 10:42

I did two searches that came back blank:

In the first search, selected All IOS releases.  I chose the '12.4' train release '10c' and the third box was ANY.  I tried searching for MGCP and the results came back blank.

In the second search, I selected Communications Manager (Call Manager) and chose release 7.1.   I tried searching for mgcp and also tried RTMT.  Both results came back blank.  

In both cases, if I do not put any search terms in, I get all results just fine

-Steven

rogerwiklund1 Tue, 08/23/2011 - 10:40

I have the same problem.

I selected Routers -> Cisco 2800 ISR -> 12.4.24-T3 and searched for "floating". After Cisco logo animates I get a blank output.

The problem seems to be when you select "Known Affected Version (KAV)"

If you select "Fixed-in" or "Found-in" it works for me.

EDIT: If I select ANY instead of T3, I get blank output no matter what.

asolleti Tue, 08/23/2011 - 16:11

Hi

Steven & Roger

Thanks for providing the search criteria. Looks like use of keyword & Known Affected Version (KAV) combination together results into this behavior.

I have asked our development team to look into it.

Thanks

Arun

ktang Wed, 08/24/2011 - 04:02

I'm having this issue as well for 'Voice and unified communications > cisco unified intelligence suite and intelligence centre', version 8

Sent from Cisco Technical Support iPhone App

Rob Huffman Wed, 08/24/2011 - 05:51

Hi Arun,

Yes, no search results here either

Voice and Unified>Callmanager>6.1>route is one example

Page spins for a minute then yields no results. When using BSS there are 220

results.

Cheers!

Rob

asolleti Wed, 08/24/2011 - 07:58

Hi

Rob, Kent, Steven & Roger

Only work around that i have tested and worked multiple times, is not entering the keyword.

If you dont enter the keyword, then search results does come back for all scenarios mentioned above.

While it might not be a helpful workaround, but atleast tool will not block you from getting results (when not using keyword).

Thanks for your patience, while we are attempting to fix the problem.

Thanks

Arun

pdotchon Wed, 08/24/2011 - 13:14

Hi, this issue is still apparent and is pretty serious in my view,  effectively the tool is broken. Do we have a view of how long this will  take to resolve, I assume this is a high priority fault for Cisco so I'm  somewhat surprised it hasn't been resolved yet.

Regards,

Phil Dotchon

Martha van Berkel Wed, 08/24/2011 - 14:28

Hi Rob, Phil, Steven, Roger, Davide, Kristine and other Bug Toolkit users,

My name is Martha Garriock and I am the Senior Manager, responsible for our online troubleshooting tools. Phil you are absolutely right, our tool is broken. In fact, this is only one of two major issues that my team is working on. We recognize that the blank page issue, and the performance issues that you are all experiencing is totally unacceptable.  Please know that we have our best people working on it, and as soon as we have line of sight of a fix, we will be on this forum letting you know.  Please keep the feedback coming, especially with details on what you are trying to search, as it helps in our troubleshooting.

The good news is that our team is working on getting you a brand new Bug Search Tool - one that is fast, easy to use, and gives you a voice in rating the quality of our release notes (future release). This tool is currently in Beta, and while it isn’t perfect (we are working on making it easier to use, navigate, and works with localized settings in browsers), it works ! We encourage you to use it while we fix the BTK issue.  We also encourage you to provide us feedback on this new tool, as we continue to refine it before General Availability.

Cisco Bug Search Service URL : www.cisco.com/cisco/psn/bssprt/bss

Bug Search Service Help Page : http://www.cisco.com/web/applicat/cbsshelp/help.html

Bug Search Service release notes for known issues: http://www.cisco.com/web/applicat/cbsshelp/releaseupdate.html

Please accept my apologies on the state of Bug Toolkit, and please know that both my team, and my management team are doing everything possible to get it resolved.

Cheers,

Martha Garriock

Senior Manager, Support Web Troubleshooting Tools

mgarrioc@cisco.com

416-306-7047

pdotchon Thu, 08/25/2011 - 03:51

Hi Martha,

Thanks very much for the update and explanation, much appreciated and very reassuring! I will try out the new search tool and let you know if I run into trouble

Cheers,

Phil Dotchon

Senior Advisory Specialist

IBM Global Technology Services

Cisco Certified Internetworking Expert #6632

Cisco Certified Wireless Design Specialist

Cisco Certified Advanced Wireless Field Specialist

pdotchon Thu, 08/25/2011 - 03:52

Hi Martha,

Thanks very much for the update and explanation, much appreciated and very

reassuring! I will try out the new search tool and let you know if I run

into trouble

Cheers,

Phil Dotchon

Senior Advisory Specialist

IBM Global Technology Services

IBM Bristol, No.1 The Square, Temple Quay, Bristol BS1 6DG

Telephone: +44 (0)117 929 5953

Mobex: 37273911 Mobile: +44 (0)7802 936 744

Email: phil_dotchon@uk.ibm.com

Cisco Certified Internetworking Expert #6632

Cisco Certified Wireless Design Specialist

Cisco Certified Advanced Wireless Field Specialist

"Network: anything reticulated or decussated at equal distances with

interstices between the intersections"

Samuel Johnson 1755. Just goes to prove that networking has always been

complicated.

mgarrioc

24/08/2011 22:28

Please respond to

"cisco-support@sgaur.hosted.jivesoftware.com"

To

Philip Dotchon/UK/IBM@IBMGB

cc

Subject

- Re: Bug Toolkit does not give search results back

Cisco Support Community

Re: Bug Toolkit does not give search results back

created by Martha Garriock in Bug Toolkit - View the full discussion

Hi Rob, Phil, Steven, Roger, Davide, Kristine and other Bug Toolkit users,

My name is Martha Garriock and I am the Senior Manager, responsible for

our online troubleshooting tools. Phil you are absolutely right, our tool

is broken. In fact, this is only one of two major issues that my team is

working on. We recognize that the blank page issue, and the performance

issues that you are all experiencing is totally unacceptable. Please know

that we have our best people working on it, and as soon as we have line of

sight of a fix, we will be on this forum letting you know. Please keep

the feedback coming, especially with details on what you are trying to

search, as it helps in our troubleshooting.

The good news is that our team is working on getting you a brand new Bug

Search Tool - one that is fast, easy to use, and gives you a voice in

rating the quality of our release notes (future release). This tool is

currently in Beta, and while it isn?t perfect (we are working on making it

easier to use, and navigate), it works ! We encourage you to use it while

we fix the BTK issue. We also encourage you to provide us feedback on

this new tool, as we continue to refine it before General Availability.

Cisco Bug Search Service URL : www.cisco.com/cisco/psn/bssprt/bss

Bug Search Service Help Page :

http://www.cisco.com/web/applicat/cbsshelp/help.html

Bug Search Service release notes for known issues:

http://www.cisco.com/web/applicat/cbsshelp/releaseupdate.html

Please accept my apologies on the state of Bug Toolkit, and please know

that both my team, and my management team are doing everything possible to

get it resolved.

Cheers,

Martha Garriock

Senior Manager, Support Web Troubleshooting Tools

mgarrioc@cisco.com

416-306-7047

Reply to this message by going to Cisco Support Community

Start a new discussion in Bug Toolkit at Cisco Support Community

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Steven Griffin Thu, 08/25/2011 - 08:26

Martha,

Thank you and your team for working to resolve this issue.  I can tell you that the bug toolkit is one of the most valuable resources Cisco has on CCO.  I don't think I am alone in saying that this tool has saved me untold time and calls to TAC.  I look forward to using the new tool.

-Steven

Rob Huffman Thu, 08/25/2011 - 05:31

Hi Martha,

Hope all is well my friend (other than this issue )

Well everything seems to be working well for me today with BTK. I tried the

same search as previously;

Voice and Unified>Callmanager>6.1>"keyword" route

And the search yielded the desired results (if Bugs can be desired results )

A BIG thank you to you, Arun and your whole team who worked on solving this issue!

Cheers!

Rob

asolleti Thu, 08/25/2011 - 07:30

Hi Rob

Thanks for the confirmation.

Development team identified the problem and fixed the issue and we will continue to monitor this going forward to make sure everything works fine.

Thanks

Arun

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Posted August 9, 2011 at 9:46 AM
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