Top Issues for My Oracle Support migration - FAQ Released

It's here. Take a read.

Notably are explanations of what to do for SSO and Login issues. Also, this is good too: We are planning to run a weekly script to move Bookmarks to Favorites each week for approximately six weeks after the migration date. Customers who have registered or validated their SSO account after November 7 will see their old Bookmarks reappear as Favorites as we pick up the newly validated customers each week.

This will continue to be updated as necessary.

-Chris Warticki

Comments:

Hey Chris. I converted to a SSO account moons ago, and could login to both, then for some reason I wound up with 5 accounts under MOS. So I don't think login issues are just because people buried their heads in the sand. There IS/WAS a problem with the mechanism creating SSO accounts for MOS. Just ask the Metalink support desk. They've been trying to sort out screwed up MOS accounts for months.

Posted by Kirk Brocas on November 15, 2009 at 09:40 PM EST #

When is this script due to run Chris? I now have two SSO logins (rather ironical, no?) because I had to recreate my original one that was lost in order to hopefully get my details back as suggested. I'm anxious to see if this will bring back my lost information, so would like to know when to expect to see it. Btw - still can't raise an SR, and have been getting the message below intermittently this morning. I can't say this enough, but this change has been very very unwelcome overall. "Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request."

Posted by Si on November 15, 2009 at 09:53 PM EST #

Anybody found etrm? etrm.oracle.com???

Posted by Matt T on November 15, 2009 at 10:15 PM EST #

Matt, eTRM availability is being worked as a priority. -CW

Posted by chris.warticki on November 16, 2009 at 01:54 AM EST #

Not sure if you guys are aware, but anytime I try to pull up Docs at docs.oracle.com, it says they are unavailable.

Posted by Tom on November 16, 2009 at 03:04 AM EST #

Tom, Thanks for reporting this. This URL is off of the Oracle Technology Network and not part of My Oracle Support. Please post this in the respective OTN Community Forum so that this can be addressed. Thanks again. -Chris Warticki

Posted by chris.warticki on November 16, 2009 at 03:15 AM EST #

Tom, I noticed on Twitter that Docs is back up and available thanks to Surachart Opun for the update -CW

Posted by chris.warticki on November 16, 2009 at 05:58 AM EST #

Today I get the following message when trying to Sign on. Authorization Required This server could not verify that you are authorized to access the document requested. Either you supplied the wrong credentials (e.g., bad password), or your browser doesn't understand how to supply the credentials required. Oracle-Application-Server-10g/10.1.3.1.0 Oracle-HTTP-Server Server at support.oracle.com Port 443 Wonderful!! This POS is deteriorating daily.

Posted by guest on November 16, 2009 at 06:40 AM EST #

On the eTRM topic....until it is back online, if you are desperate, you can find some old TRM manuals posted on the OTN website. Search "Documentation" for text like "Oracle Inventory Technical Reference Manual". Or, this link from OTN takes you to an old 11i summary link for TRMS [ http://download.oracle.com/docs/cd/A85683_01/html/trmdoc.html ]

Posted by Ann on November 17, 2009 at 04:03 AM EST #

Hi Chris, The top issue I am facing is not able to search on legacy SR#. As a technology specialist, I have to work on several SRs not created by me. I have no way to know the new SR# for those SRs. The new interface doesn't allow searching on legacy SR#. It is somehow assumed that the user has divine intelligence and would know what is the new SR# if he has the old SR#. This is highly frustrating. - Vikram

Posted by Vikram Das on November 17, 2009 at 06:53 AM EST #

Here's my saga: - Did everything as requested and on time (well before time) by tying my MetaLink account with Oracle SSO - It stopped working promptly with the cutover with 'Account setup in progres ...' error. - Had a colleage open an SR (strike 1) which was promptly closed by support without resolving the issue. - Had my colleage open yet another SR (strike 2) which was promptly closed by support without resolving the issue - My colleage called in the problem (strike 3) and of course support didn't resolve the problem. - Many days pass by and yesterday I called it in (strike 4) and I was told to re-register. Didn't work as expected. - Sent email to our customer rep in disgust - Finally able to login this morning and what do you know they lost all my CSIs associated with the account. - Call support again to have the CSI issue resolved again. - I've many CSIs associated with my account (some of which I'm the admin) and was flooded with email (add/approve/... requests). - A total of 9 days without access to the Support site; not that I needed to create any SRs. - I was surprised to discover how much I depend on the Support site on a routine basis. I dread the next upgrade. On the plus side the site performance has improved dramatically and will go a long way towards customer satisfaction.

Posted by Anantha on November 17, 2009 at 01:29 PM EST #

Posting my comment here, since this is the newest blog posting. I've been having problems with support from one of my computers at work. Through a misconfiguration of one of our internal Microsoft Update servers, many computers wound up getting IE8 installed. So, this computer is running IE8 with Flash 10. When I access a document (in this case the Dataguard 11gR1 Content) and click a link inside it, I receive a "document cannot be displayed" message. So, I posted a non-technical SR about it, and after several days of back and forth explanations, I just received this: "IE might be supported anytime soon, just do not know when, that depends on Adobe. If you cannot downgrade your IE to a supported version (e.g.7) you might try to install another browser like Firefox, if you cannot or are not allowed to install another browser, then you might use html version, just keep in mind that html version is NOT supported so any issues you encounter in the site will not be fixed nor you can report it." So, Oracle Support has 1.) intentionally decided to choose a competitors product to build their new front end (thereby declaring their own software products are inferior for the task), 2.) made themselves completely dependant upon a competitors ability (and/or desire) to quickly fix security and/or compatibility problems, 3.) wound up ignoring the largest installed base of browser on the web 4.) created a HTML version of the support site (to replace a version that was working fine, built with an Oracle product) that isn't supported!!!!! I guess I should really try to make an attempt to circulate this around as many web (and media) sites as possible. This new version (and attitude) of "support" is getting unacceptable, and the more people find out about it before deciding to migrate to Oracle or spending any more money with Oracle, the better it will be for them. As much as I hate to say it, SQL Server and the other RDBMS's on the market are beginning to look more attractive. Oracle Support has always been a pain, but over the last 20 years improvement was made and it at least was working for everybody. Now, more than a week after the mandatory switchover, problems and incompatibilities still exist, and evidently will for quite a long time to come.

Posted by Bill Ferguson on November 23, 2009 at 01:39 AM EST #

Chris, Until access to something is lost you tend to take it for granted. I've needed access to the eTRMs numerous times in the last 2 weeks with the latest being today. I cannot do my job efficiently without the information in those documents. In some cases I simply cannot do my job. The older TRMs on the web are of no value to me. I tried using them yesterday and the table structures for CZ, BOM and others have changed considerably since the TRMs were first authored. I too opened an SR with MOS in regards to eTRM access. The response I received was a boilerplate statement. Because I failed to respond in a timely manner, the SR was marked as abandoned and closed. That is exactly how I feel at this moment--marked as abandoned and closed by MOS. I am not a novice. I've been supporting Oracle Applications as a DBA for 11 years. During that time I've been a champion of the products I support. Oracle knows the difficulties encountered by those in the trenches who support Oracle Applications. To take away a primary tool we use everyday is discouraging to those of us who do not have priority preference or some other connection. If we cannot rely on Oracle's MOS to get the answers we need, where can we turn? If there is an alternative I am not aware of it. Riley Carrier

Posted by Riley Carrier on November 24, 2009 at 08:53 AM EST #

My personal view is that SSO is a retrograde step. I have a personel OTN account and a works Metalink account. WI am now with SSO being forces to logout and login all day because of the way I work. I don't need another username on OTN, why would I when I have one already. I do not need another metalink account, why would I as I have one already. regards Alan

Posted by Alan on November 25, 2009 at 10:35 AM EST #

eTRM still down.

Posted by guest on November 29, 2009 at 12:30 PM EST #

eTRM is being worked as a high priority and we will have a target date soon. -CW

Posted by chris.warticki on November 30, 2009 at 07:48 AM EST #

Riley, Thanks for your comments. The collective voices of those wanting the eTRMs is being heard loud and clear. Oracle is working the eTRM as a high priority and we will have a target date soon. -CW

Posted by chris.warticki on November 30, 2009 at 07:50 AM EST #

Bill, Thanks for your feedback. The HTML version is fully supported and Development is fixing bugs and making enhancements to it. -CW

Posted by chris.warticki on November 30, 2009 at 07:51 AM EST #

Chris, You ask us to use the HTML version, however in it you cannot search for old SR's or even get to any 'open' SR if you have more than 12 open at that time and due to many issues with Oracle Applications we usually have more than 12 open at one time. The new site still stinks and is basically useless. For example the back browser buttons do not work, so if you are looking up an SR and want to go back you cannot, you need to open a 5 line list and select, this then wastes time as we have to get the entire list again. A basic of using a browser is to go back and forth. Oracle does not even support this. Whenever you open a "NON-TECHNICAL SR" the response is we are trying to help and a list of FAQ documents which do not help and leads nowhere. Oracle is just worthless in this area and the customers are being shafted by it. Vik. Goel

Posted by Vikram Goel on December 01, 2009 at 01:18 AM EST #

Today I can't login at all. My Oracle Support Services Error: A server connection error occurred. You cannot continue. Please try again later. Nice. MOS is still a POS.

Posted by guest on December 02, 2009 at 01:22 AM EST #

Hi, eTRM still not available. I will not repeat comments listed here above. I understand the issue is being worked hard with highest priority. On my side, not to continue frustrating trials, please notify me when issue is resolved. Thanks and regards Denis

Posted by Denis Moutschen on December 02, 2009 at 03:39 AM EST #

Collection of exotic fly-by error messages we are receiving "Unable to perform "" operation due to the following error: "BusinessException thrown from ReOpen First Step : updateSR() at 2009-12-02 14:59:12.488 CST"." "Service Error: sr/home: javax.xml.rpc.soap.SOAPFaultException: Cannot perform client request" "Error #1095" "Error #1088" And last but not the least - the neat and deadly "Exception raised" I guess for errors like 1095 and 1088 Oracle can come up with the new utility - moerr i.e myoraclesupport oerr

Posted by Krish on December 02, 2009 at 08:17 AM EST #

It would be nice to have an official admission by Support that says: "Yes. We screwed up in a big way. We realize that out support system is in complete disarray. Here are the things that we know are completely and unacceptably messed up and here are the current statuses and what is being done." And have a page that is updated daily where we can see all of these issues everyone is very upset about and what is happening on that front. This would be better than the current statements which seem to be trying to push perception into the "minor glitch" category, while everyone knows this is absolutely not the case.

Posted by RD on December 02, 2009 at 12:37 PM EST #

Chris, Site still stinks now we get: "Unable to perform "UpdateSR" operation due to following error: "BusinessException throen from Return XML: UpdateSR() at 2009-12-03 10:22:57.853 CST" Have the courage to contact me to discuss, as I think all at Oracleare Cowards and hiding. Vikram Goel

Posted by Vikram Goel on December 03, 2009 at 03:33 AM EST #

Hi All, I still dont have my bookmarks??? Thanks Grant

Posted by Grant Peebles on December 03, 2009 at 03:57 AM EST #

Hi Vikram, I would like to meet with you to discuss your perspective on My Oracle Support and see what I can do to help improve your customer experience. Please email me to set up a meeting. Kind Regards, tonyc anthony.cavotta@oracle.com

Posted by tonycavotta on December 03, 2009 at 04:36 PM EST #

I am pleased to report POS is working fine today.....so....far.

Posted by guest on December 04, 2009 at 12:56 AM EST #

Oracle - you failed and should fix your ways - not tomorrow, but today. The new site is a disaster as Oracle partners we have no access to creating SRs and are getting gazzillion error messages such as: Error: sr/home: javax.xml.rpc.soap.SOAPFaultException: Cannot perform client request Service Error: sr/home: null An unexpected error has occurred. Please let the application administrator know these values: Error ID: 09.12.03-11:09:52.374-1027, Count:1 Make Metalink available Make Primavera POINT available, and release the new site when its ready not when its half baked.

Posted by John Lustig on December 04, 2009 at 01:43 AM EST #

Hi Vikram Goel, Grant Peebles, John Lustig, and any other Oracle customers with MOS issues, Please contact me at dennis.malseed@oracle.com as I would like to discuss your MOS issues with you, and get them resolved as quickly as possible. Regards, Dennis Malseed

Posted by Dennis Malseed on December 06, 2009 at 09:58 AM EST #

Chris, Dennis I've been blogging about my experiences @ http://hansforbrich.blogspot.com Feel free to review and comment.

Posted by Hans Forbrich on December 08, 2009 at 06:19 AM EST #

Dennis, I think you're missing the point - there are so *many* issues with this thing...I now avoid using it completely - only going there when I absolutely have to - and even then - the few times a day I attempt to do anything on it...well, I have yet to have a day where I haven't hit an error. This should NOT happen. We should NOT have to email you to discuss and see what can be done about each and every error...We PAY you for a product that works..not to be the testers on a Beta product. Enough is enough. If you truly want to 'resolve the issues as quickly as possible', there is no easier and quicker fix than bringing back Metalink and taking this thing back to the testing pit. -kathryn

Posted by guest on December 08, 2009 at 08:45 AM EST #

Epic! It's a real shame more people haven't heard about this site, this article had exactly what I needed today XD

Posted by Raymond Newman on December 09, 2009 at 08:21 AM EST #

I totally adore this blog!!! absolutely gonna need to remember to add this to my bookmarks.

Posted by Roger Rutherford on December 09, 2009 at 04:32 PM EST #

In the supporthtml site, when searching for a patch - clicking on the browse button for product familiy - it tries to load the page belows which fails to load. when doing so in the flash site - i get some xml error. Whats going on???? https://updates.oracle.com/WebApp/LOVSelector/get_form?width=555&filter=%3DAll%20Products%3A%3A%3A5%3DOracle%20Applications%3A%3A%3A10%3DDatabase%20%26%20Tools%3A%3A%3A15%3DMiscellaneous&name=product&form=ARULink%3A%3ASimpleSearch&style=text&height=450&cols=heading%3DProduct%20Name%3A%3A%3Aheading%3DProduct%20Family%3Bsortable%3D1&search_on=0&callback=lov_switch_search_callback&hint=%28%20ex.%20bom%20%2C%20dem%25%20plan%20%29&context=%3Ctable%20width%3D%22100%25%22%3E%3Ctr%3E%3Ctd%20width%3D%2270%25%22%20class%3D%22OraBody%22%3ETo%20view%20the%20Product%20Family%20hierarchy%20click%20the%20%3Ci%3ESearch%20By%3Cbr/%3E%20%20%20%20%20%20%20%20%20%20%20%20%20Hierarchy%3C/i%3E%20button%20on%20the%20right.%3C/td%3E%3Ctd%20width%3D%2230%25%22%20class%3D%22OraBody%22%20align%3D%22right%22%20valign%3D%22top%22%3E%3Ca%20id%3D%22btn_Search_By_Hierarchy%22%20class%3D%22submitButtonEnable%22%20href%3D%20%22javascript%3Aaruforms_submit%28%27callback%27%29%3B%22%20onclick%3D%22%22%20onmouseover%3D%22%22%20onmouseout%3D%22%22%3ESearch%20By%20Hierarchy%3C/a%3E%A0%3C/td%3E%3C/tr%3E%3C/table%3E&title=Product%20or%20Product%20Family

Posted by Uri on December 10, 2009 at 01:50 AM EST #

Dear Chris, In amongst everything else , I'm still waiting for my bookmarks to be restored to me... I raised an SR about this in the end (on the 24th November) and am *still* awaiting a resolution of it. At least I know I am not alone, since when I asked for an update on what was happening yesterday, I was informed that "some other users are having exactly the same issue" and that an internal service request is open on this point :-} Si

Posted by Si on December 11, 2009 at 12:07 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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