Tuesday May 05, 2015

"Guided Resolution" (Interactive Troubleshooting) Flow available for AutoVue Client/Server Connection Issues

Our Oracle Support team has enabled "Guided Resolution" Flows for various products such that when you create a Service Request (SR) for a specific problem type you will see a specific set of questions that guide you through to a targeted solution.

When logging a new SR for the AutoVue Client/Server Deployment Issues -> "Client/Server Connection Issues" Problem Type on any of the following products:

  • Oracle AutoVue Office
  • Oracle AutoVue 2D Professional
  • Oracle AutoVue 3D Professional
  • Oracle AutoVue EDA Professional
  • Oracle AutoVue Electro-Mechanical Professional

the Guided Resolution will be triggered and you will see screens similar to the screens below:

You respond to the prompts to come to one or more solutions or to a Data Collection.

You can see all of the selections and the solution. You may also change the edit button to change your selection on any level.

Some options lead to Data Collection

You may give feedback on the Guided Resolution using the Give Feedback button

If for some reason you aren't able to locate the right solution there is still the Next button to log an SR as usual, but the good news is that your answers will automatically be recorded in the SR and this information will be used to help us understand your issue further and to help us improve our tool.

We hope you enjoy using these new tools and that you find your solutions faster than ever!

Wednesday Aug 13, 2014

Oracle Support's New and Improved AutoVue Information Center

Back in 2011 I posted a blog entry regarding a new type of document in the My Oracle Support (MOS) knowledge base called the "Product Information Center". More recently, our AutoVue Support team revamped the document under a new and improved format simply called "Information Center". The goal is still the same - to provide a central resource and starting point in the MOS knowledge base for accessing the latest technical knowledge related to the AutoVue product family.

The new AutoVue Information Center is accessible through the MOS portal in the following note:

Doc ID 1577549.2 - Information Center - Oracle AutoVue

All AutoVue administrators and SIs are strongly encouraged to bookmark this document and refer back to it on a regular basis for all the latest regarding product release updates, patches, troubleshooting tools, how-to documents, and other resources related to AutoVue.

Wednesday Jun 18, 2014

New Automated Data Collection Utility for Troubleshooting AutoVue Client/Server Issues

The process of troubleshooting issues with AutoVue Client/Server Deployment (for example, users suddenly unable to connect to the AutoVue server) sometimes requires collection and analysis of specific files from the AutoVue server. Such files may include log files, property files, and user profile files.

Historically, the collection of these files was a manual process. Recently, however, the Oracle Support team released a new automated data collection utility called “AVCollect” (short for “AutoVue Collect”) to simplify this task. The tool is a lightweight Java-based application that runs directly from a Jar file, and collects the abovementioned files as well as the timestamps of the AutoVue server runtime libraries. This automated approach speeds up the data collection process and ensures that the correct files are gathered.

Future enhancements to the utility are underway, including the ability to collect the AutoVue server diagnostics output, system-level info, and so on. For now, make sure your AutoVue server administrators download and familiarize themselves with our first release of the AVCollect tool via the following knowledge base document:

Note 1677441.1 - Using the AVCollect Tool to Automatically Collect AutoVue Server Log Files and Configuration Files

And as always, if you have any additional suggestions for the tool, feel free to share them through the AutoVue MOS Community.

Thursday Mar 13, 2014

How-To: Searching for list of bug fixes in a given AutoVue version

I wanted to add to the couple different posts I submitted in the past on how to track and understand Bug reports in the My Oracle Support (MOS) portal. I've received the occasional question from customers and partners regarding where to find a list of bug fixes for a given version of AutoVue (e.g. in order to evaluate the potential advantages of upgrading, beyond the product enhancements outlined in the Release Notes hosted on the documentation website).

The easiest way to view the bug fixes for a given version of AutoVue is through the Advanced Search feature in the MOS portal, which allows you to search the Oracle BugDB based on the specific products and version number you're interested in. For example to search for the list of bugs fixed in AutoVue 20.2.2:

  1. Log into the MOS portal
  2. Click on 'Advanced Search' in the upper-right corner
  3. In the Advanced Search dialog, specify the following:
    • Source: Bug Database
    • Related to the Product: Add all 5 flavors of AutoVue (Oracle AutoVue Office, Oracle AutoVue 2D Professional, Oracle AutoVue 3D Professional Advanced, Oracle AutoVue EDA Professional, Oracle AutoVue Electro-Mechanical Professional)
    • Fixed in Version: 20.2.2
  4. Click on 'Search'

If needed you can further refine the search by keywords - e.g. if interested in fixes related to specific file formats, platforms, features, etc.

Also if you have questions regarding any of the bugs or enhancements listed as fixed/implemented in a given AutoVue version, feel free to post into the AutoVue Community and our team will be happy to follow up.

Wednesday Mar 12, 2014

Interactive troubleshooting using knowledge Assistants

Over the past couple years our Support organization has been publishing a number of new types of content in the My Oracle Support (MOS) knowledge base, beyond the standard/static how-to and problem-solution documents. More recently, we've been working on a new type of document - or more specifically a tool - called Assistants.

Assistants are interactive documents that guide the reader through a question tree towards known solutions for specific areas of troubleshooting. Oracle is in the process of creating Assistants across all of the product lines, and the first one we created for AutoVue is for a subject area dear to our hearts:

Assistant: Troubleshooting Connection Issues when Using AutoVue Client/Server Deployment (Doc ID 1615930.2)

Here's an example of a particular question tree, which in the case of this Assistant goes 2-3 layers deep before presenting known solutions on the right:

Make sure to check it out, share your feedback, and let us know (via comments in the document or through this blog) what other subject areas you'd like to see for new Assistants!

Monday Feb 24, 2014

AutoVue 20.2.2 now supports SolidWorks 2014 format

On the heels of my previous blog post announcing support for SolidEdge ST6 format in AutoVue 20.2.2, I’m pleased to announce that Oracle Dev today added support for SolidWorks 2014 format in AutoVue 20.2.2 (also via a generally-available patch). The patch is available for download through the My Oracle Support portal, and additional details are included in KM Note 1605858.1.

Tuesday Feb 11, 2014

AutoVue 20.2.2 now supports SolidEdge ST6 format

I’m pleased to announce that Oracle Dev recently added support for SolidEdge ST6 files in AutoVue 20.2.2, via a generally-available patch. The patch is available for download through the My Oracle Support portal, and additional details are included in KM Note 1605858.1.

Wednesday Nov 13, 2013

How-To: AutoVue Bug Status Tracking & Email Notifications

I’ve posted a number of different Support process-related and tool-related blog entries over the past few years, and one common question I received back from various customers and partners is “How can I easily track AutoVue bugs & enhancements for status updates?”

The capability to track bug status through the My Oracle Support (MOS) portal has existed in different forms for a while, although hasn’t necessarily been easy to find without going through specific segments of the extensive MOS training. Recently, the instructions were consolidated into the following highly recommended knowledge base article:

KM Note 1298390.1 - How to Monitor a Bug from My Oracle Support

The note covers various capabilities, including:

  • How to add the new ‘Bug Tracker’ widget to your MOS dashboard
  • How to add and manage bugs within the Bug Tracker
and probably most interesting to MOS users...
  • How to enable email notifications for bug status updates

Make sure to pass this KM Note along to your MOS users in case they haven’t already configured this valuable feature.

Tuesday Jul 30, 2013

Webcast – Installing/Configuring AutoVue CS Deployment

On May 22nd our Support team presented a webcast titled “Installation and Configuration of AutoVue Client/Server Deployment” as part of Oracle’s Advisor Webcast series. The 40-minute training session provided an overview of the steps for installing AutoVue Client/Server Deployment, as well as post-install steps and answers to some of the issues that might arise.

For any AutoVue server Administrators and System Integrators that weren’t able to attend the live session – or who enjoyed it so much that you want to view it again – a recording is available through the My Oracle Support portal as follows:

  1. Access Oracle KM Note 1455798.1 (https://support.oracle.com/epmos/faces/DocumentDisplay?id=1455798.1)
  2. Click on the ‘Archived 2013’ tab
  3. Click on either the Recording or PDF link for the session titled “Installation and Configuration of AutoVue Client/Server Deployment”

Feel free to post any questions related to the webcast, as well as any suggestions for future webcasts, into the My Oracle Support AutoVue Community (https://communities.oracle.com/portal/server.pt/community/autovue/271).

Tuesday Mar 05, 2013

Tracking product-specific knowledge articles in the My Oracle Support portal

There have been a number of changes/improvements to the My Oracle Support (MOS) portal over the past year, and one that I find quite useful is the ability to easily add multiple products to the ‘Knowledge Articles’ widget in your dashboard. This allows you to keep an eye on recently created/updated articles for whichever Oracle products you’re interested in, as well as recent Alerts for those products. Here’s an outline of the steps to configure this in your MOS dashboard:

  1. Click the ‘Customize Page’ link near the top-right.
  2. Locate your ‘Knowledge Articles’ widget (if not already added, click on ‘Add Content’ to add it).
  3. In the ‘Knowledge Articles’ widget, click on the wrench icon at the top-right.
  4. Select any products for which you’d like to maintain a feed of recently created/updated articles. For example if you’d like to monitor articles for all flavors of AutoVue, type ‘autovue’ in the Products dropdown and the auto-complete will present all of the different AutoVue products to choose from.

Another nice feature is that you can have multiple ‘Knowledge Articles’ widgets in your dashboard, allowing you to track different product lines separately if preferred. Here’s a screenshot of my MOS dashboard, where I track AutoVue articles and Primavera articles in two separate widgets:

 For more tips & tricks on searching and browsing the knowledge base, click on the 'Webcasts and Recordings' link in your MOS dashboard, from which you'll find a video recording all about search and browse capabilities.


Thursday Oct 25, 2012

Get Proactive With AutoVue Support!

I’m pleased to announce the AutoVue “Get Proactive” page within the My Oracle Support portal. This new dynamic document links to valuable resources for AutoVue users, administrators, and integrators – Not only to remain up-to-date on Support and technical topics, but also to enhance your knowledge in planning for upgrade and maintenance activities for your AutoVue products.

To access the AutoVue Get Proactive page, log into the MOS portal, search for note number 432.1 in the search field at the top-right, and once in the document select “Agile and AutoVue” from the dropdown (as shown in the following screenshot):

The Get Proactive page is a working document, and we plan to include new resources as they become available. Therefore make sure to bookmark the document, and if you have any suggestions please post them using the ‘Add Comment’ feature within the document, or through the AutoVue Community.

Tuesday Aug 21, 2012

Enhanced Templates When Submitting AutoVue Service Requests

The AutoVue Support team is pleased to announce that we’ve implemented a few enhancements to the Service Request (SR) logging process within the My Oracle Support portal:

1. Problem Type: The ‘Problem Type’ dropdown list now includes subcategories in order to refine the suggested knowledge base articles and control the actual questions that get asked. For example if an SR is logged against one of the core AutoVue products, you’ll be presented with 3 top-level categories, each with a number of sub-categories, as shown in the following screenshot:

2. Recommended Documents: Once the Problem Type is specified, you’ll be presented with a list of recommended knowledge base documents, as well as a recommended “best match” document:

Note: If you decide to view one of the recommended documents, you’ll have the option of either returning to the SR submission process, or cancelling the process if the document answered your question:

3. Relevant Questions: Each of the Problem Type templates now includes context-specific questions in order to provide the Support team with as much relevant information as possible in the initial submission.

These enhancements are intended to provide clearer information to both customers and to the Support team, and ultimately to improve the efficiency of the SR process. If you have any suggestions to improve the SR templates further, feel free to post them into the AutoVue Community within the My Oracle Support portal.

Thursday May 03, 2012

New toys! Lots of new versions of Document Formats Supported in 20.2.0

The only constant in the software industry is change --- and one form that change takes is new releases of software that includes updates to document formats.   Whether you are using an office suite, or a high end 3D cad package (or something in between) there will be regular software updates - and some of them will change the underlying document formats.

The AutoVue team always works very hard to ensure that we incorporate support for all of the latest and greatest new versions of software packages out there, and our recent 20.2.0 release of AutoVue is no exception.   Some of the new things added in 20.2.0 are:

For the Engineering and Construction and Industrial Manufacturing spaces (among others), we've added:
  • Catia 5R21
  • SolidWorks 2012
  • SolidEdge ST3 and ST4
  • Creo Parametric 1.0
  • Creo Element/Direct Modeling 17.10 to 18.00
  • Creo Element/Direct Drafting 17.10 to 18.00

For Electronics and High Tech industries, we've added:
  • Cadence Concept HDL 16.6
  • Allegro Layout 16.5
  • Orcad Capture 16.5

And for almost everyone, we've added:
  • MS Word 2010
  • MS Excel 2010
  • MS PowerPoint 2010
  • MS Outlook 2010

Of course on top of the new format support we've included lots of fidelity improvements and other bug fixes for a wide range of formats, and many other improvements as well.

If you haven't already, I'd highly recommend that you download the new 20.2.0 version of AutoVue off of the Oracle software delivery cloud (https://edelivery.oracle.com) and check out all the improvements!

Wednesday Mar 28, 2012

AutoVue 20.0.x End of Oracle Premier Support

As per Oracle’s Lifetime Support policy, AutoVue version 20.0.x reached the end of Premier Support on March 1st 2012, and entered Sustaining Support. Customers are recommended to upgrade to the latest & greatest (AutoVue 20.2.0) at the earliest opportunity, to take advantage not only of a new 5-year Premier Support term, but also all of the fixes, new features, and new format support as compared to version 20.0.x.

For more information on Oracle’s Lifetime Support policy, visit http://www.oracle.com/us/support/lifetime-support/lifetime-support-software-342730.html and click on the link titled “Lifetime Support Policy: Oracle Applications (PDF)”.

Installer Changes for AutoVue 20.2.0 Client/Server Deployment

Those upgrading to AutoVue 20.2.0 Client/Server Deployment will notice a few changes in the installation process as compared to previous releases. The two notable changes are:

  • SSL configuration during the installer: To configure SSL encryption between the AutoVue VueServlet and AutoVue server.
  • User authentication configuration during the installer: To configure Kerberos authentication between the AutoVue client and AutoVue server (for environments where users are not already authenticated to a back-end system).

These configurations are optional although recommended. For more information regarding these options, check out Oracle’s KM Note 1437447.1, as well as the AutoVue 20.2.0 Client/Server Deployment documentation (namely the Installation and Configuration Guide).

The authors of this blog are members of the AutoVue Enterprise Visualization team at Oracle. The views expressed on this blog reflect those of the members and do not necessarily reflect the views of Oracle.


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