My Oracle Support - Migration Update

This weekend we migrated Oracle & BEA customers over to My Oracle Support from Metalink. Yesterday (Nov 9th), some customers experienced problems expressed in the comments that I wrote about in this blog. The issues were mostly around performance and registration, but to our knowledge, we have resolved these issues. If there are problems that we don't know about, please contact us!

I just want to highlight an important step in the migration -- one that we tried to communicate through repeated postings and email blasts. Customers need to validate their MetaLink email address against Oracle's corporate single sign-on prior to conversion (the migration uses Oracle's corporate single sign-on to improve security). For users who may have missed this notice, there is a link to an FAQ on the landing page that will guide you through the registration process.

My Oracle Support is really a terrific platform and this change is going to bring value to customers. But please, if you experience any issue migrating, don't hesitate to contact us -- we want to hear from you so call your local support phone number - hit this link http://www.oracle.com/support/contact.html

Comments:

Glad to see that you got it working. Performance is still very poor (this is afterhours in North America) The only problem I have found since it started working again is under Patching Quick Links - eBusiness Suite, the 'Recommended 11i Patches' goes to https://rpl.oracle.com:5000/ViewRPLFromML.jsp and times out. Recommended R12 Patches, Latest R12 Packs, Latest R11i Packs etc. all work. Lots of glitz that provides me with nothing Metalink gave me other than more wasted time. Curious what this day or so of problems could possibly have cost your customers. Maybe you will prorate their support fees accordingly.

Posted by Mike Charchuk on November 10, 2009 at 01:13 PM EST #

Oops, guess I spoke to soon, all is not well again... Now getting server connection error occurred, IO Error Error #2032, Please try again later.

Posted by Mike Charchuk on November 10, 2009 at 01:26 PM EST #

Tuesday night and I still cannot log in. Used form on Monday to report issue. No response. Called Tuesday morning long wait for tech to answer. Tech wants to send me document and dump me. I keep him on phone because I know I have already been through all they steps outlined with a negative result. He says he needs to talk to someone else and will get back to me. Two hours later tech emails "I did not solve or open SR and am done for day call again." Thank you for wasting 2 hours. My personal feeling is the issue should have been solved in this amount of time. It is just a user account and privileged. Surly Oracle would have expected some issues with this kind of conversion and set up an expedited procedure to remedy such issues. I contacted someone internally at Oracle to direct me to correct person to voice my concerns. After a couple exchanges I get someone assigned and late in day SR was finally opened. But I still cannot log in. I rate this conversion a customer service Fail.

Posted by Kore Peterson on November 10, 2009 at 01:45 PM EST #

Ahh once again blame the customer for not checking the single sign on?? WTF does that have to do with anything that went wrong. Checked mine and still couldn't access the new POS all day.

Posted by guest on November 10, 2009 at 02:14 PM EST #

Performance and registration? You are either unaware or not being truthful. How does performance matter if I can't even login? You may have meant that the site doesn't perform as in, it won't work. I bet Oracle will iron out all issues by the next Open World so MOS can be touted as the greatest invention since personal computer. If I were to work in Oracle Support organziation, I would be embarassed.

Posted by guest on November 10, 2009 at 02:16 PM EST #

Hi Chris, From an end-user point of view, I was plagued by so many emails about the cut-over I stopped reading them. I will wager I wasn't the only one. The trouble is, some (the ones I read) were swathed in corporate B.S., so swiftly made their way to /dev/null. If they had useful content, it was missed. Just some feedback, fair or not :) BTW still get "Recursive error in error-page calling for /secure/error.jspx, see the application log for details. " if I try to login to https://supporthtml.oracle.com/ep/faces/secure/ml3/homepage/home.jspx on FireFox. Login works fine on IE.

Posted by rnm1978 on November 10, 2009 at 08:51 PM EST #

That is a bit simplistic. I setup my Oracle Single Sign on account with the very first message we received (way back when). When I attempted to use metalink this past Monday, not only was I asked to register a new account, but my account with administrator privileges was removed from one of my CSI (the one for which I was asked to register). As of yesterday (Tuesday), my boss was unable to login just to get me added back on the CSI we are using.

Posted by charles schultz on November 10, 2009 at 10:50 PM EST #

Not all problems are resolved; still hanging at 90% when using support.oracle.com. supporthtml.oracle.com is working better - noticeable delays when loading each page (with the "Please Wait" floating box).

Posted by charles schultz on November 10, 2009 at 11:05 PM EST #

Hi, I have used My Oracle Support rather than Metalink since it was released because I knew it was best to get used to it before the old one was retired. I don't have a problem with the new interface and I don't want the old one back (which to my mind was always rather slow and clunky). I set up my single sign-on address several months ago. However. 1) I can only think of one thing in MOS that is a real functional improvement over ML (the ability to see the list of search results after clicking on one of them). So it doesn't bring much value to this customer and I can understand why some would choose not to switch over until they had to. 2) MOS has only been intermittently available since Monday. At present I cannot get in. This is nothing to do with my browser as I was able to get in at times yesterday. I have not seen any communcation from Oracle about when these problems will be fixed. 3) When I have been able to get in, it appears to have lost all references to my old SRs. One colleague have lost his CSI numbers and is basically starting from scratch. This is really not an acceptible situation for an organisation the size of Oracle to be in. Regards David Lord

Posted by David Lord on November 10, 2009 at 11:07 PM EST #

I'm still unable to connect onto MOS because of the mail registration. I'm using same email account within an existing OTN account and Metalink account, and so far that was not a problem. Right now, when connected onto MOS I receive the following : "Username update required Your Username has to be updated before you can use the application. In the next screen, please choose a valid email adress for your Username." Then, "Please update your account information. Current Username: my_right_email@domain.com Current e-mail: Please provide us with an e-mail address that you will use as the new Username for this account. You can continue to use the same e-mail address that is currently associated with this account, or you can submit a new e-mail address below. The e-mail address you provide must be your own and not a group e-mail address and it must be unique. Please note that from this point forward you will need to login with this e-mail address as your Username. Please Update Indicates a required field E-mai Confirm E-mail" Note my Current e-mail is empty... But what ever I enter there, it is rejected. Surprisingly, when I enter my current one (=username) it is already in use, of course, by myself (ROTFL). I sent multiple help request, but seems people are not able to help, or do not understand what's the problem. It looks there is a mix now between my two accounts, they wanted to change my Metalink to my initial email address of OTN account and they advised to use password finder to reinitialize my email address. Too bad, my old email of OTN is not working. Right now, I have still my OTN account working but no MOS access anymore, eventhough I pay for it. And apparently, I'm not alone, see here : http://forums.oracle.com/forums/thread.jspa?threadID=984821&tstart=0 Please advise. Nicolas.

Posted by Nicolas Gasparotto on November 10, 2009 at 11:21 PM EST #

Currently unable to log into, getting "A server connection error occurred.You cannot continue, please try again later". When I did manage to log in earlier in the day, I noticed that the detail in all but the most recent SR's is missing, telling me I have to email someone to get that detail. What sort of a migration was that? Oracle, this is really, really poor. Where's your resilience for starters? Steve

Posted by Steve Peart on November 11, 2009 at 01:26 AM EST #

Wow!!!! I was able to actually log in today! But, it is painfully obvious that one one of my many complaints was totally ignored. As I've stated several times previously, when I work from home, I connect to the VPN, then establish a Remote Desktop Connection to one of the machines in the office. After mush headache and heartache, I got Flash installed on those machines, so I could attempt to give MOS (or My POS) a fair chance to prove itself. And, as I have stated, this kind of 'connectivity' SUCKS with Flash. It is horrendously slow. It would be far better to simply offer a selection at login, similar to what the older MOS did, asking if you wanted the Flash or HTML version. Surely I am not the only person this simple change would benefit. It shouldn't take more than two or three lines of code (if that). So, with that out of the way, I waited and waited and waited (get the picture) for the screen to draw, and eventually went through the "Health Checks" for the machines I work on and manage. I noticed that the OCM metrics were collect within the 24 hours, and started going through them, then comparing them with what the local Database Control had to say about the same systems. It is very interesting that in only a few cases did the metrics match. In almost all cases, what was reported didn't match, not even closely. Problems reported by OCM didn't show as a problem on the local Database Control, and physical inspection of the settings, etc. on the host machine verified that the local Database Control was in fact accurate, while OCM was completely out to lunch. Since better integartion with OCM, etc. was "supposed" to be one of the criteria why the new MyPOS was created, this seems to be a pretty serious failure. I have absolutely no faith in anything being reported by OCM through MyPOS, and I would absolutely urge all other DBA's to verify the results similar to what I did, before they started trusting ANYTHING reported by MyPOS. On a final note, any idea if I will ever receive an answer to my biggest question (posted numerous times), on why Oracle's own software was incapable of being used to create a new "Support" site? If Oracle's own software was incapable, why wasn't (or isn't) an effort being made to improve Oracle software so that the features could be made available to Oracle customers, thereby giving Oracle customers less of a reason to spend money with one of your competitors. If the capability does exist with Oracle software to create a "Support" site with the "capabilities" of your competitors software, why wasn't it used instead? What happened to the 'old days', of "Our software is so good, we use it ourselves"?

Posted by Bill Ferguson on November 11, 2009 at 02:46 AM EST #

FYI, it is Wednesday morning, and the performance problems are actually worse for me today in comparison to yesterday.

Posted by Vlado on November 11, 2009 at 02:51 AM EST #

Anyone else have missing history on closed SR's? I was told the missing history was to be restored by 2pm PST yesterday but I'm still missing a bunch.

Posted by Amy on November 11, 2009 at 06:22 AM EST #

From the FAQ is the following information: For SRs that were migrated with header information only, contact Global Customer Support by clicking Contact Us in My Oracle Support to request a text version of SRs including activities. Historic SR data was migrated to the latest version of My Oracle Support with the following conditions: Available at go-live All open SRs with full activities 15 days of closed SRs with full activities 2 years of closed SRs with header information only Available within one month after go-live 6 months of closed SRs with full activities

Posted by chris.warticki on November 11, 2009 at 07:03 AM EST #

You're a trooper, Chris! Keep up the good work of keeping the customers informed. Somebody has to do it!!

Posted by Suzy on November 11, 2009 at 07:35 AM EST #

2032 errors

Posted by guest on November 11, 2009 at 08:26 AM EST #

I did validate my MetaLink email address against Oracle's corporate single sign-on prior to conversion, but it wanted my ancient and different OTN user name for validation. When I tried to confirm my Metalink user name/email address, I received "user name already in use" messages. I called three times prior to migration and each and every time I was told that if I could use my current Metalink ID (even with validation errors), then everything would be good after migration. I kept on saying that mixing two IDs (one of which had nothing to do with support contracts) and and getting "in use" errors was going to be a problem. One support person told me that "you people" expect too much (ability to use a service we pay for????). I have worked with Oracle's SSO product and it is very sensitive (I'm being kind). I finally got someone to create a ticket for me. One day later, I have not received a resolution. On the bright side, the Knowledge Base is extremely useful, but I can't access it and "us people" would like a full page display so we can read the results.

Posted by Cynthia R on November 11, 2009 at 11:46 AM EST #

MOS currently giving: "WARNING: There is a problem with the Call Center back-end and it is currently not available. Some features on this page are temporarily disabled." At least Oracle is attempting to handle the raw errors now.

Posted by Steve Peart on November 11, 2009 at 08:18 PM EST #

MOS currently giving: "WARNING: There is a problem with the Call Center back-end and it is currently not available. Some features on this page are temporarily disabled." At least Oracle is attempting to handle the raw errors now.

Posted by Steve Peart on November 11, 2009 at 09:13 PM EST #

As Suzy mentioned, Chris you are a trooper indeed. Please keep the blog going. I realize there is a lot of vitriol expressed in the comments (the anonymous cowards are the worst! *grin*), but I commend you for not deleting them. As paying customers, the status page is a great idea. In fact, I would go so far as to say that it would really improve communications if Oracle Support were to publish a problem knock out list, or some kind of issue prioritization list that included actions that are being taken to resolve said issues. Prove to us that upper admin is hearing what we say; put your money where your mouth is. =) Heck, post the email communications. Your (Oracle in general, not you personally) customers are demanding more feedback. "Oracle the INFORMATION company". Need to work on that. *grin*

Posted by charles schultz on November 12, 2009 at 01:08 AM EST #

My Oracle support has a nice server error today! At long last Oracle have met tried to implement what they're selling to the rest of us!

Posted by David on November 12, 2009 at 01:59 AM EST #

My oracle support is down again, and trying to reach 800 number is like 30-40 mins wait atleast

Posted by Harpreet on November 12, 2009 at 04:07 AM EST #

Hi Nice information, can i use your article on my site? Later

Posted by LinewireFan on November 12, 2009 at 04:13 AM EST #

This new Support site is a complete fiasco. I have been trying to download a patch, for the last THREE days. The system is basically unusable. Usually it takes over 15 minutes or more to log in and if you ever manage to do so, it hangs up, does not display any data for hours or loses server connection. It is a complete disaster. Vik. Goel

Posted by Vikram Goel on November 12, 2009 at 07:21 AM EST #

Hang in there Vik. We haven't seen reports of patch download issues. But, the login and access issues have been improving and will continue too. Keep trying. -CW

Posted by chris.warticki on November 12, 2009 at 07:54 AM EST #

Vik, As an alternative, have you tried to download the patch from the HTML version? supporthtml.oracle.com -CW

Posted by chris.warticki on November 12, 2009 at 09:03 AM EST #

I can't think of a single event that has lowered my estimation of Oracle to such a low ebb ever than the move to MOS. For a number of reasons, touched on in various degrees of irritation by many people here. Just as one single example from the current fiasco, my bookmarks were lost, despite my having SSO credentials (as far as I was aware). When I raised an SR about this, the respones I got was "We can't find your user. The bookmarks are lost forever. Create a new user and work with that". Thats just incredible - "Lost Forever" from "The Information Company"????

Posted by Si on November 12, 2009 at 09:21 PM EST #

Chris - Somewhere, on one of the blogs (I think), I read that Oracle is working on fixing the MOS problem by throwing more hardware at it to handle the increased bandwidth. Over on Richard Miller's blog (http://blogs.oracle.com/supportportal/2009/10/part_two_actual_user_feedback.html) he says that part of the "survey" process was getting input from a large study of 12 customers (for UI input). It would be informative to know several things about this whole fiasco, probably as a case study. 1. What is the average user-count per hour on MOS? 2. What was the original hardware and bandwidth? 3. What had to be increased to handle the additional processing and bandwidth requirements of this Flash system? 4. Since it has been hinted at that Oracle is moving towards Adobe for other things besides MOS (like replacing Reports and Forms), what is the anticipated impact on Oracle's customers who will need to convert to the 'Adobe' version (is it Flex?). Your customers who are using Reports and Forms (and probably other Oracle products as well), would be very interested in knowing what their anticipated future hardware requirements will be to handle XXX amount of concurrent users. Oracle has already done its customers a huge disservice during the migration to MOS, it would be "nice" if Oracle attempted to sauve some of the wounds and hard feelings by informing its customers of what happened, why it happened, and what they can expect to spend in hardware upgrades when this new technology is shoved down their throats for what they run in their organizations. Bill Ferguson

Posted by Bill Ferguson on November 16, 2009 at 05:01 AM EST #

When will eTRM's be available again? I have been getting this ( when I COULD get into MOS) since MOS was forced on us: Electronic Technical Reference Manual (eTRM) Access. Unfortunately it is not possible to offer access to the Oracle e-Business Suite Electronic Technical Reference Manuals (eTRM) at this time. We are working to restore access to eTRM as a top priority. Please accept our apologies for any inconvenience that this may cause.

Posted by Dan Reick on November 18, 2009 at 04:44 AM EST #

Dan, Support is putting a lot of effort into getting the eTRM available as quickly as possible. Someone earlier commented about finding some older eTRMS available on the Doc site on OTN. You may have some success there. We'll be sure announce it's availability. -CW

Posted by chris.warticki on November 18, 2009 at 05:13 AM EST #

Was Metalink too fast? Too effective? Metalink was fast, moderately easy to use and reasonably effective. MySupport is none of these. Is MySupport supposed to make us realize how good we had it? For a while Oracle support seemed to be improving, the howling monkeys posing as support engineers were slowly being replaced by trained and experienced people. But, it was too good to be true, so Oracle has ushered in a new low in technical support. Now we all yearn for the good old days when metalink was fast and we had as high as 30% or on a good day maybe 40% chance of getting a qualified engineer assigned to our SR . . . .

Posted by Seattle DBA on November 19, 2009 at 05:42 AM EST #

No problem validating my email address/login. Almost wish I'd had problems logging in, because then I wouldn't have gone through the complete frustration associated with using this AWFUL website. Certifications? I tried about 30 different times to enter some combination of Oracle product and OS that would produce output in the "certified" (or any other) category. I was never able to get this feature to yield output, and it just so happens that this is the functionality that I desperately need right now. Seriously - we're IT people, we're innovative people. We're not "change is bad" people. But this is a change in the wrong direction.

Posted by Allison Fisher on November 20, 2009 at 09:00 AM EST #

The lines below are from HTTPwatch and they show that those two Metalink related URLs timeout, with almost 21seconds of wait time for each. Eventually the attempt to connect to support.oracle.com fails when the browser gives up. + 1.103 20.997 0 0 GET ERROR_INTERNET_CANNOT_CONNECT * https://support.oracle.com/CSP/ui/scripts/webiq_oracleMetalink01.js + 22.149 20.951 0 0 GET ERROR_INTERNET_CANNOT_CONNECT * https://support.oracle.com/CSP/ui/scripts/s_code_metalink.js Any help is greatly appreciated.

Posted by legnar sared on November 20, 2009 at 09:54 AM EST #

My Oracle Support is just a flat disaster. I'm really at a loss to understand why Oracle would replace a good, reliable tool like Metalink with a slow, clunky, impossible to understand malfunction and call it My Oracle Support. Even the simplest of Metalink tasks.. searching for patches, opening SR's, updating SR's, etc.. are now so frustratingly complicated there are times when I don't even bother. There are three problems: 1. The Flash dependence, 2. The intuitiveness of the UI (or lack thereof), and 3. the speed. I *urged* Oracle to keep classic Metalink around for a little longer while they worked out some of the kinks in My Oracle Support. They ignored me (why should today be any different), and now I'm stuck with a piece of crap and my client has to pay for the inefficiency it propogates (which I will be sure to track and inform them of).

Posted by Jeff on November 23, 2009 at 03:46 AM EST #

Chris, When will the eTRM's be available? Steve

Posted by Steve on November 23, 2009 at 10:44 AM EST #

Alison, Thanks for your feedback. Certify search limitations have been acknowledged and will be corrected in a future release. -CW

Posted by chris.warticki on November 30, 2009 at 07:52 AM EST #

I am trying to access MOS for the first time after upgrade from old classic metalink.and it hangs after processing 90% after sign-in. I re-installed Adobe flash player and still the same issue. Anyone know the reason for this hang?? Thanks

Posted by Rajendra on December 08, 2009 at 06:49 AM EST #

How do I change MOS password?

Posted by Eileen on January 04, 2010 at 06:43 AM EST #

Once you log into My Oracle Support, in the row of tabs at the top, MORE > down at the bottom Settings > on the left - Account and Privileges. Then click the pencil icon next to the password field. Make sure to click the SAVE button at the bottom! Have a great week. -CW

Posted by chris.warticki on January 04, 2010 at 06:52 AM EST #

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About

Chris Warticki
Support Specialist, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".

Chris has been working for Oracle for over 15 years. Chris educates customers how to maximize their Support investment and leverage the support tools and available resources as part of Premier Support.

Chris works for Global Customer Management and speaks with customers on all topics regarding Oracle support services

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