This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(259.20000000000005, 93%, 35%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ES%3C/text%3E%3C/svg%3E)
Hello,
In our current prod environment, peoplepicker doesn't work properly. It fetches result only when we enter email ID or normal ID but not when we manually enter username. It gives "Sorry, we're having trouble reaching the server." error when tries to enter name manually. In our test environment it works perfectly.
Can someone kindly help me on how to identify the issue?
Regards,
Susmitha
try to open browser developer tools (F12) > Network tab (or Fiddler) and check are there any requests sent from people picker which returns error. Also it is worth to check Sharepoint ULS logs for more details of the error.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(313.6, 51%, 40%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EED%3C/text%3E%3C/svg%3E)
1.Please go to User Profile Service Application -> Manage User Properties -> Account name -> Search Settings -> Check whether Alias and Indexed are checked.
2.Go to ULS logs to find more clues.
If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".
Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.
Hi,
Thank you for the reply. I checked that Alias and Indexe are checked. From ULS logs I was unable to find anything. Is there a keyword to check if such kind of issue occurs, please let me know. Am bit confused on how to check logs as I found just the below one from ULS logs
Web Controls agpxv High [Forced due to logging gap, Original Level: Verbose] ClientPeoplePicker: Searching for user in Claims Mode: {0} 46cd1ca0-3530-d02c-bde8-d4c64b50428b
Regards,
Susmitha.
it is better to enable verbose logging in Central administration > Monitoring. After that reproduce issue and open latest ULS log in ULS viewer. This tool is much more convenient for reading ULS logs. E.g. you may find one error and then perform quick filter by the same correlation id - it will show you all requests with the same correlation id which may have additional information.
You can follow sadomovalex's advice to find more clues.