This SAS KB article contains structured instructions for diagnosing and resolving problems in SAS Information Retrieval Studio and SAS Search Service. The information in this article will help you define the problem clearly, collect essential diagnostic data, and identify the next steps toward resolution. 

The sections below outline standard data collection practices along with key questions to help define and scope the problem effectively.

Define the Problem

Use the questions below to help clearly define the problem before collecting diagnostic data. 

Context and Observations

• What were you doing when the problem first occurred?
• Where does the problem occur? Does the issue occur in SAS Information Retrieval Studio or with the SAS Search Service? 

Error or Unexpected Behavior

• Was an error message displayed?
  • If yes, provide the full message and a screenshot if possible.
  • If no error was displayed, what unexpected behavior occurred?
• What occurred versus what did you expect? Provide a screenshot if possible.

Steps to Reproduce

• What sequence of steps led to the problem? 
• Can you reproduce the issue consistently? 

Scope of Impact

• Does SAS Information Retrieval Studio start successfully?
• Do errors occur in the SASSearchService.log on the mid-tier located in {SASConfig}/Lev1/Web/Logs/SASServer12_1?  

History and Changes

• Has SAS Information Retrieval Studio and SAS Search Service worked previously? If yes, when was it last successful? 
• Were there any recent changes? (For example, deployments, Python version updates, configuration changes, or SAS software updates.) 

Diagnostic Data to Collect

To support resolution, collect the following diagnostic data at the time that the problem occurs. 

• From the SAS^® Visual Analytics Server where SAS Information Retrieval Studio is deployed, gather the following files:
  

  {SASConfig}/Lev1/Applications/SASInformationRetrievalStudioforSAS/logs
  information-retrieval-studio-server.log
  information-retrieval-studio-server-errors.log
  query-server-errors.log
  pipeline-server-errors.log
  indexing-server-errors.log

  {SASConfig}/Lev1/Applications/SASInformationRetrievalStudioforSAS/work
  information-retrieval-studio.conf

• From the mid-tier server where Search Content is deployed:
  
  <SASCONFIG>\Lev1\Web\Logs\SASServer12_1\SASSearchService.log
  

• Provide a screenshot of Search Interface to SAS Content ► the Advanced tab in SAS^® Management Console:
   

Providing complete diagnostic data in advance reduces resolution time.

Next Steps: Navigate Resolution Paths

Once you clearly define the problem and collect diagnostic data, engage SAS Technical Support for further assistance. Provide the detailed and complete problem description along with the prescribed diagnostic data.