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Life Sciences Cloud: Advanced Search on iPad missing field set fields and returning no results for custom identifiers

Publish Date: May 27, 2026
Description

This article explains why Advanced Search on the Life Sciences Cloud (LSC) mobile app for iPad does not show fields added through Field Set Mapping or returns no results for custom identifier values, and how to resolve it. Customers report it as: "when we add the Health Provider – National Provider Identifier field to the 'HCP Account Search' field set, which is exposed through Field Set Mapping for HCP search, the field is correctly displayed on desktop, but it does not appear on iPad" and "no search results are displayed when CFC user tries to perform a global search with PfizerId".

The issue affects users of the Life Sciences Customer Engagement managed package on the LSC iPad mobile app in Enterprise and Unlimited Editions with the Life Sciences Cloud for Customer Engagement Add-on license. It is reproducible across sandbox and production orgs, regardless of profile, and applies to HCP Advanced Search, HCO Advanced Search, global search on the navigation bar, account-tab search, and the Related Account lookup used when creating a Provider Affiliation.

There are two distinct root causes: (1) a search tokenization defect where subtext containing a dash character (-) is not matched, so identifiers return no results and (2) a configuration gap where business-license search on iPad requires the Identifier field on the business license record to be populated with the license number.

Resolution

Apply the cause that matches your symptom. Do all relevant causes if more than one applies, then run the verification step.

Cause 1: Global, account, or attendee search on iPad returns no results for an identifier containing a dash (for example ID such as "ABC-12345")

  1. Confirm whether the value contains a dash (-). The mobile search tokenizer does not match subtext that crosses a dash, which causes empty results for global search, the Accounts tab search, the search-above and search-below list-view inputs, and the Attendees search on a new Visit.
  2. As a workaround, instruct users to enter only the text segment before or after the dash (for example search "ABC" or "12345" instead of "ABC-12345"). Individual-segment searches return matching records.
  3. Upgrade the LSC mobile app to version 262 or later, which resolves the dash-tokenization defect. From the App Store, update the Life Sciences Cloud app on every affected iPad.

 

Cause 2: Business License search in HCP/HCO Advanced Search returns no results and is not visible on iPad

  1. Enable business-license search for the affected profile. Navigate to App Launcher > Life Sciences Commercial > Admin Console > Account Management > Account Search Preferences and turn on Enable users to search business licenses for each affected profile.
  2. Populate the Identifier [Identifier__c] field on each Business License [BusinessLicense] record with the business license number. From release 258 onward, business-license search retrieves results using the Identifier field in addition to the License Number [LicenseNumber] field; if Identifier is blank, no results are returned.
  3. Regenerate the metadata cache from Admin Console > Metadata Cache and re-sync the iPad LSC app.

 

Cause 3: HCO not found via Advanced Search from the Related Account lookup on a Provider Affiliation, even with exact Account Name

  1. The Advanced Search invoked from the Related Account lookup honors the user's territory assignment. To find an HCO outside the user's territory, instruct the user to first run Advanced Search from the Accounts tab and click Search in External System, or click Align to Territory on a matching record so the HCO becomes available in the user's territory.
  2. Confirm the HCO record is Active. Only active accounts can be aligned to a territory and returned by territory-scoped lookups.
  3. After alignment, return to the Provider Affiliation creation flow on the Person Account page and re-run the Related Account Advanced Search.

 

Confirm the issue is resolved by reproducing the original failure on the iPad: open the LSC mobile app, run Advanced Search for an HCP or HCO using the field that was previously missing or the identifier value that previously returned no results, and verify that the field renders in the results screen and that the matching record is returned.

Knowledge Article Number

005385139

 
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