---
title: Users Do Not Appear in the Home Page Search
slug: users-do-not-appear-in-the-home-page-search
createdAt: 2025-06-11T20:26:21.929Z
---

## How to Troubleshoot when a User Does Not appear in the Home Page Search

The following steps explain the process to go through if a user is not appearing in the home page Search.

## Steps

1. Within SQL run the following to test the Search Results:

   ```text
   select 'USER', -1, convert(varchar(40), Guid), DisplayName, mail, Description,
   replace(domainName, '\',' \ ') + ' ' + isnull(employeeNumber,''),
   isnull(Department, '') + ' ' + isnull(Location, ''),
   '', case when ((Flags & 0x1)<>0 and Status='D') then 'A' else Status end, 100
   from ADCache (NOLOCK) where Type = 'User' and ((Status  <> 'X' ))
   and DisplayName like '%{Users Name}%'
   ```

You will find that the account is not returned in the results

1. Run the following SQL to check that user is active in AD Cache

```text
Select * from ADCache 
where DisplayName like '%{Users Name}%' or Guid = '{Users Guid}'
```

You will find that either the missing account is not in ADCache or the status is set to **X&#xA0;**

1. In Activate Administrator look the user up in the Active Directory search, and then open up the record, click on the Object tab, and then click the **Update Cache&#xA0;**&#x62;utton:
2. Rerun the SQL scripts from steps 1 & 2, and the account should now be displayed.
3. Open up the SearchDiagnostics.aspx page and then run the **Incremental Index Update** or wait 15 mins for the next incremental update to run:
   You will need to change the URL to use the Search folder such as below:
   [http://ACTIVATESERVERNAME/activate/search/SearchDiagnostics.aspx](http://myactv7/activate/search/SearchDiagnostics.aspx)

 

The account should now appear in the search.