My Oracle Support Customer Message-Statement

An approved email was received yesterday by customers who migrated to My Oracle Support over the weekend. 
A similar message has now been posted on My Oracle Support homepage under "troubleshooting login issues". Direct link:

There should be a post-migration FAQ soon with answers to common issues that have been raised.

Continue to use the channels available such as the Contact Us link within My Oracle Support or call Global Customer Support for assistance.  I’m internally reporting those experiences, of a technical nature, that are posted in my comments.

There is still one more week of transition training available. It highlights the Data Migration details such as new SR status codes and more.  Training sessions can be found here along with PDF downloads of the content.  Please register. (This was the purpose of my original post – Again, no offense intended)

Also, Daniel Fink has started a survey that we'll be paying close attention too.

-Chris Warticki
twittering @cwarticki
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Chris, My SSO details have been lost, my bookmarks gone and am told they are "lost forever", lost useful SR information (which admittedly we knew was on the cards, but still can't understand why this had to happen), the occasionally useful Metalink forum entries have been removed altogether, Flash is a problem, the performance of even the HTML site is terrible, and I've spent all afternoon trying to raise an SR only to be repeatedly told "Server Not Found" or on one occasion "Unable to create Tech SR. Please send the key for retrieving actual error, 09.11.13-12:49:44.577-1290, to the application administrator". There isn't any point in my calling the support centre when I've got a load of files to upload as part of an important SR.. Please help us! Bring us back Metalink, I beg you - I don't recall such a frustrating week.

Posted by Si on November 13, 2009 at 06:18 AM EST #

Hi Chris, New metalink is a joke. Never in my 20 years in IT have I seen such a farce during "upgrade". Even now (14th Nov ) when oracle claims imetalin k support works I am waiting 10 mins to login and then the server disconects. This does not send good signals about oracle as a company to it's customers. Please relay - joke , farce, unprofessional to oracle support if you can. Jan

Posted by Janek on November 13, 2009 at 11:37 PM EST #

The FAQ says: "Also, for those customers who need to access My Oracle Support in a non-Flash Player environment, an HTML based user interface is available as an alternative from the My Oracle Support login page." That does not appear to be true.

Posted by Barfo Rama on November 16, 2009 at 09:05 AM EST #

Chris, MOS seemed to work a little better today - still got a few errors and I was told by a support rep earlier today that MOS does not work correctly with IE8??? I am required to use IE8 on my computer so is there a timeline on resolving this issue?

Posted by Anonymous on November 16, 2009 at 09:49 AM EST #

Barfo, Yes, the FAQ is accurate and some customers have posted the HTML URL on this blog and on OTN. If your browser supports flash, you won't be presented with the HTML option. There's no toggle between flash and non-flash, like there was in old version. Try the URL: -CW

Posted by chris.warticki on November 17, 2009 at 12:16 AM EST #

Anonymous: According to the FAQ - IE is supported. If you are having difficulty, please contact Global Customer Support for troubleshooting assistance. You may also want to check OTN or with other users on IE8 settings that have worked for them. Anyone using IE8 that can assist, please post. Supported Browsers You use the following browsers to access My Oracle Support: * Internet Explorer 5.5, 6.x, 7.x, 8.x * Netscape 7.0, 7.1 (but not 7.2), 8.1.3, 9.0 * Safari (only on Macintosh platform, not on Windows platform) * Mozilla Firefox 2.x, 3.x -CW

Posted by chris.warticki on November 17, 2009 at 12:19 AM EST #

I had a problem with IE8 and an older version of Flash. After finally finding someone with sysadmin privs to download and install the newest version of Flash, it started working again (though slow). So, next time I have problems from that computer, then I'll know to track down somebody with sysadmin privs yet again, for yet another new version of Flash. Gotta love efficiency! Not sure how out-of-date that version was, but the computer itself is less than two years old.

Posted by Bill Ferguson on November 19, 2009 at 01:37 AM EST #

Posted by DO on November 22, 2009 at 06:01 PM EST #

New Oracle metalink is very inefficient tool. I dont know why they introduced this very bad site. Metalink was a superb tool, which was retired by Oracle. It is a wrong and foolish DECISION. I think their objective is to reduce number of users come for service requests. I can’t almost use it. To log an SR, you have to work for hours.

Posted by Ranjith on December 10, 2009 at 05:46 PM EST #

The disconnects continue. This has just been terrible. Please take some money from the last earnings and make this usable.

Posted by Dave on December 21, 2009 at 05:57 AM EST #

Success is not measured by what you accomplish but by the opposition you have encountered, and the courage with which you have maintained the struggle against overwhelming odds.

Posted by Danille Biersack on February 07, 2010 at 05:41 AM EST #

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Chris Warticki
Support Specialist, (HPI)Corporate Athlete, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".

Chris has been working for Oracle for over 17 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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