My Oracle Support

When I log in to My Oracle Support using an existing Metalink ID, I can't search for ML3 SRs - I get an error that the SR number must be numeric (but ML3 SRs have a hyphen in).

Other than that, glad to see the support sites combined.

rnm,

Thank you for the feedback!

I have spoken with my colleagues in technical support and we were unable to reproduce the error you mention. SR functionality does allow for hyphens in the SR number.

Please use the Contact Us link to create a non-technical SR and our support team will trouble shoot and resolve your issue.

rnm,

Try searching for the SR's this way:
1. Login to https://support.oracle.com
2. In the "Service Requests" region change the "Contact" search field to "SR Number"
3. Enter the FULL SR Number with the hyphen included.
4. Perform search by clicking on the magnifying glass.

If this does not work please submit at SR for further troubleshooting.

Thanks,
Rich

Hi Tony,
Sorry if this is a stupid question, but how do I raise a "non-technical" SR? I tried to raise an SR just now and the closest match I could find was My Oracle Support performance problems. I then had a billion fields to fill out about the speed of my network connection and if I use a proxy ...

I've got a set of screenshots clearly illustrating the problem if you would like me to email them to you.

BTW I get an error "[IOErrorEvent type="ioError" bubbles=false cancelable=false eventPhase=2 text="Error #2038"]" when I try to upload the screenshot files to the SR.

Hi Rich,

Sorry I wasn't clear - I *can* search for ML3 SRs if I login following the redirects from https://metalink3.oracle.com/

I hit the error if I login via https://metalink.oracle.com/CSP/ui/index.html. Also FWIW the "Contact" search field is labelled "Created By" when I login this way. Maybe I'm hitting a different front-end version??

Hi rnm,

Thank you for the clarifying remarks. I now see what the issue is. You are correct, the redirect from https://metalink3.oracle.com/ goes to https://support.oracle.com. Your ML3 SR's on PSFT, JDE, Hyperion should all be searchable and viewable. To send feedback and log a non-technical SR on this site click on the Contact Us link in the upper right corner.

ML3 SR's are not supported on https://metalink.oracle.com/CSP/ui/index.html. This front end is used for support on legacy server technology, middleware including BEA, and EBusinessSuite To send feedback and to log a non-technical on this site click on the Feedback link in the upper right corner.

Later this year both front ends will merge into one, at the same time classic MetaLink is retired.

Hi Tony,
Thanks for the clarification, it all makes sense now :-)

Whenever i click on the Mycommunity link at the top, it shows a page where i need to click on "Enter here" button. But it does nothing, it comes back to the same page. Please help me in this regard.

Thanks,
Sathish

Satish,

Start a fresh browser session. If the problem repeats then please submit a service request so that technical support can troubleshoot further.

regards,
tonyc
My Oracle Support Product Management

The new flash based system is one of the worst public facing applications I have ever seen.

Who decided to use flash for what is essentially a text-based system. They should be shot.

I have no hope you will repent and go back to classic metalink.

This is a huge waste of my time and energy.

I haven't been able to login since the upgrade on Nov 7. I get the Server too busy http 503 error.

I read the preparation emails, performed the SSO step and was using the new interface prior to Nov 7. Since Nov 7 when logging into My Oracle Support. The deluxe graphics loading and loading and loading, then the error message and prompt for a CSI number and Terms of Use agreement/acceptance.

What could be the problem? Can you help - I'm desperate to use the Knowledge base.

Hi Tom,

Please contact Oracle Support delivery by phone. Look up local support at http://www.oracle.com/support/contact.html A support engineer needs to troubleshoot your issue.

regards,
tonyc

Does My Oracle Support work behind a proxy at all? After I log in and the flash completes loading I just get a pop-up in the flash that says:
"A server connection error occurred.
You cannot continue
Please try again later."

Hi Matthew,

If you made it all the way into the Dashboard page then proxy connection is working. Close your browser, clear cache and try to login again. If you get the server connection error, please contact Oracle Support delivery by phone. Look up local support at http://www.oracle.com/support/contact.html A support engineer will need to troubleshoot your issue.

regards,
tonyc

I can currently ONLY access the Support system via Internet Explorer, which is seriously frowned upon by InfoSec here at work. I am also using Firefox 3.0 (Windows and Linux) and am unable to login to the support system with it. It gets to 90% loaded and hangs.

Very disappointed so far. The site (when I can login via IE) is very very slow and the search function rarely returns anything besides the default error code text (ORA-39060, for example).

I realize that this is likely to be written off as "someone is resistant to change" caterwauling, but the site, as it stands right now for me, varies between marginal and useless.

Hi Tom,

Thank you for your candid feedback.

Sounds like you may be experiencing browser conflicts that are causing the My Oracle Support load to hang.

Try this:
In IE7, open up the browser. Pick Tools/Internet Options. Then pick the Advanced tab. Page down until you find the security section. There is a line in the security section titled "Do not save encrypted pages to disk". Uncheck it, close down both IE7 and Firefox browsers and clear your cache. See if you can get in using both...I use Firefox 3.5.5 successfully. Also, some folks are resetting the IE7 Browser to default and that has resolved connection issues.

If you are still having performance and search issues, you will need to call in to Oracle Support and log a technical service request so they can troubleshoot your account migration.

There is a very active "Using My Oracle Support" community on communities.oracle.com, where both Oracle and non-Oracle experts are helping users through discussions on solutions. Please join us.

regards,
tonyc
My Oracle Support Product Management

I am have issues logging in to the system - opened SR called the support no luck.

Zia,

Please clear your browser cache and try to login in again. If you are on IE7, go to Tools>Security>Advanced and uncheck "Do not save encrypted pages." Many IE7 users have also had success resetting their browser to default.

Let me know how you make out by joining the "Using My Oracle Support" community on the Communities tab and starting a discussion. Communities is located at communities.oracle.com