{"id":4153,"date":"2026-06-08T18:00:49","date_gmt":"2026-06-08T15:00:49","guid":{"rendered":"https:\/\/support.withsecure.com\/en\/?post_type=support_article&#038;p=4153"},"modified":"2026-06-08T18:00:49","modified_gmt":"2026-06-08T15:00:49","slug":"msg-smart-search-fails-errors-about-cloudsearch-module-reporting-service-unavailable-and-response-code-503","status":"publish","type":"support_article","link":"https:\/\/support.withsecure.com\/fi\/support-articles\/msg-smart-search-fails-errors-about-cloudsearch-module-reporting-service-unavailable-and-response-code-503\/","title":{"rendered":"MSG Smart Search fails, errors about CloudSearch module reporting service unavailable and response code 503"},"content":{"rendered":"<h3>Issue:<\/h3>\n<p>Smart Search reports that search fails and there are repeated eid.general-errors in the MSG alert viewer<\/p>\n<p>The errors have the following rawlog-data:<\/p>\n<p>[] err src=admin mod=CloudSearch sub=getResults err=&quot;Service unavailable&quot;<br \/>[] err src=admin MISUtil::getIndexList failed. Response code: 503. url: https:\/\/:10000\/mis\/_stats\/store<\/p>\n<h3>Resolution:<\/h3>\n<p>These messages could be a result of the Smart Search service being stopped. This might be the result of a system update or patch causing the service to hang.<\/p>\n<p>To check if the Smart Search service is running:<\/p>\n<ol>\n<li>Log in to the MSG Web UI<\/li>\n<li>Select the <b>System<\/b>-tab<\/li>\n<li>Navigate to<b> System -&gt; Servers<\/b> using the left-side menu<\/li>\n<li>Click the <b>plus<\/b>-sign next to the server names to expand information about their running services (Smart Search by default runs on the configuration master)<\/li>\n<li>Check the status of the service <i>pss<\/i><\/li>\n<li>If it is stopped, use the <b>Start<\/b>-button to the right in the action-column to attempt a restart. Trying this a few times might be needed<\/li>\n<\/ol>\n<p>If the service doesn&#39;t start, open a support ticket. Also\u00a0make sure that the following support IP-addresses can access the MSG-appliance on ports 22 and 10000:<\/p>\n<p>203.112.232.170 \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 F-Secure Support \/ Kuala Lumpur<br \/>193.110.108.33\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0F-Secure Support \/ HTC Helsinki<br \/>208.86.202.10\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Proofpoint<br \/>208.84.66.21\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Proofpoint<br \/>208.84.67.21\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Proofpoint<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Smart Search reports that search fails and there are repeated eid.general-errors in the MSG alert viewer<\/p>\n<p>The errors have the following rawlog-data:<\/p>\n<p>[<timestamp>] err src=admin mod=CloudSearch sub=getResults err=&#8221;Service unavailable&#8221;<br \/>[<timestamp>] err src=admin MISUtil::getIndexList failed. Response code: 503. url: https:\/\/<appliance address>:10000\/mis\/_stats\/store<\/p>\n","protected":false},"template":"","support_article_product":[106],"class_list":["post-4153","support_article","type-support_article","status-publish","hentry"],"acf":{"source_foreign_id":"000005578","source_version":3,"source_system":"salesforce","source_date_updated":"2026-06-08 15:00:49","import_hash":"741e87332cd7cc4787ac408e3c9cf78390df740c","vanilla_article_id":31177,"vanilla_url":"https:\/\/community.withsecure.com\/en\/kb\/articles\/31177-msg-smart-search-fails-errors-about-cloudsearch-module-reporting-service-unavailable-and-response-code-503","vanilla_kb_id":30,"vanilla_category_id":103,"machine_translated":false,"reactions_helpful_yes":0,"reactions_helpful_no":0},"_links":{"self":[{"href":"https:\/\/support.withsecure.com\/fi\/wp-json\/wp\/v2\/support_article\/4153","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/support.withsecure.com\/fi\/wp-json\/wp\/v2\/support_article"}],"about":[{"href":"https:\/\/support.withsecure.com\/fi\/wp-json\/wp\/v2\/types\/support_article"}],"wp:attachment":[{"href":"https:\/\/support.withsecure.com\/fi\/wp-json\/wp\/v2\/media?parent=4153"}],"wp:term":[{"taxonomy":"support_article_product","embeddable":true,"href":"https:\/\/support.withsecure.com\/fi\/wp-json\/wp\/v2\/support_article_product?post=4153"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}