Introducing... My Oracle Support!

Coinciding with Oracle OpenWorld this week, we have a very exciting announcement to make: the next-generation platform for Oracle Support is now live! We've taken all of the functionality that was previously available in MetaLink, and embedded the configuration management capabilities of Software Configuration Manager directly into the process. The result is the brand new My Oracle Support portal, combining the best aspects of each to create a single interface to all of Oracle's support resources -- with configuration-based customization baked right in.

So, what does this mean to you?

  • If you were previously a user of Software Configuration Manager, with collector software deployed, you won't need to make any changes; it's just gotten easier for you, since the capabilities enabled by the collector software are now built into how you interact with Oracle Support.

  • If you were a MetaLink user who hadn't tried out Software Configuration Manager, then we encourage you to take advantage of the personalized and proactive support capabilities in My Oracle Support by deploying the collector software. You can not only associate service requests with specific systems in your environment, but also receive tailored security and product health checks that identify problems and recommend fixes before the problems can actually affect your systems


Either way, we're very excited to roll out My Oracle Support. Taking full advantage of its capabilities can lead to some enormous benefits; we've seen among our customers results like
  • up to 40% faster problem resolution

  • up to 30% faster service request creation

  • up to 25% of problems proactively avoided

  • up to 97% of issues resolved without even requiring a service request!


Please enjoy the new interface, and take advantage of all of the available resources that can help you get started, including the FAQ, training videos, or other collateral found on the Collector tab. And let us know what you think of My Oracle Support!

Comments:

It would be nice if your new metalink login page worked. I have a severity 1 bug opened and cannot get to my account because your new page does not recognize my email address (see above)

Posted by Vitaliy Orbidan on September 20, 2008 at 04:03 PM PDT #

It would be all good if I could log in on the new Metalink: When I try, it says "The domain in your e-mail address is formatted incorrectly." I suspect this has to with the fact that mail email has a four-level domain name, while currently the new Metalink login accepts only addresses in the form name@level3.level2.level1... Rather limited. Until that changes, I (and all people in my situation) will be unable to log in (no, I can't open an SR on this either...) Could you le t me know when this will be changed? Thanks, Massimo

Posted by Massimo BIgliardo on September 20, 2008 at 11:10 PM PDT #

Josh When I am trying to login into the new metalink, it says this: Sign-In Failed - [0] Enter your username Enter your password Your e-mail address contains invalid characters. The domain in your e-mail address is formatted incorrectly I am not sure if I am doing anything wrong. Please help. Thanks Nagamohan

Posted by Nagamohan Uppara on September 20, 2008 at 11:36 PM PDT #

Ya Great. I have about 3 Cirtical SR's open and now I can't get into Metalink. I've been sent about 10 password resets. The error is "The domain in your e-mail address is formatted incorrectly." I've logging on the same way for almost 10 years. Congratulations on your SCM stuff or whatever this new site is called. We pay alot of money for this stuff and I can't even access the support I pay for. Since I can't get in... how about resolving this. - 100 core dumps "[kslget()+40] address not mapped to object". ..... - I've had an SR open since June on database corruption and it's bouncing back and forth between your orgs...and you think I'd trust you guys with my configurations or whatever it is your trying to do??????? I' sitting here Sunday with a broken system and no support.....!!!!! Your timing is excellent.

Posted by John Akright on September 21, 2008 at 01:53 AM PDT #

Seems someone was in a hurry to release this Portal on a scheduled date. Some more testing would have been nice....

Posted by Robbert van der Hoorn on September 21, 2008 at 05:41 PM PDT #

We have been testing the new look and feel of metalink since this morning and, allthough it looks very good and the first trials seem very nice and handy and ergonomic and so, we have had to roll back to the old style metalink since in 75% of all cases the screen does not come back and you get the message "unable to communicate with the server - please try again later". Is this more bandwidth consuming? Are we too far away from SF and OOW? Are we beta-testing? regards Erwin

Posted by Erwin Vanlangendonck on September 21, 2008 at 06:42 PM PDT #

We have the attitude at this company that Oracle Corporation has no business in our databases. Consequently, we will never agree to Software Configuration Manager -ever. I have clicked on the "No thank you" link, and it has reduced its footprint, but a remanent of the frame is still displayed. Please make a way for me to entirely eliminate the now wasted space on my front page. Thank you.

Posted by Kevin on September 22, 2008 at 01:54 AM PDT #

Hi, anyone having trouble entering the new Metaling flash webpage using IE? When using IE the webpage hangs on logon. When using Firefox it works fine. The Flash version is 9.0.124.0 in both cases. Regards, Mirjana

Posted by Mirjana on September 22, 2008 at 04:26 PM PDT #

The new Oracle web front end look great. But it doesn't work! I support many clients, and the switch client feature changed only the name at the top of the screen, the SR's displayed are still the ones from the previous client. In addition, you have now also messed up the classic MetaLink view as this keeps logging me out and not letting me log back in! This is just really frustrating! It is difficult enough to have to raise SR's to Oracle for help, let alone when the system will not actually save the SR information as you logged out. Oh and the Flash stuff takes so long to download,I can get a cup of tea before MeatLink is back... All in all, a nice looking try, and I like what I am going to get, but for now it is like pulling teeth! Gavin

Posted by Gavin Harris on September 22, 2008 at 06:28 PM PDT #

I switched in less than five minutes back to Classic :( Under Linux/Firefox3/Flash 9.0.124 the right scrollbar doesn't follow the window size (meaning, if your window isn't large enough then you don't see any scrollbar). Turns out this is an issue with the window width - you don't get to see what's on the right if the window contents are too large for your monitor... and the lost scrollbar is just the most prominent casualty. Searching in the Knowledge Base after picking 'All Sources' for RMAN-6563 turns up nothing. The same search in Classic turns out two articles, one of which is what I was searching. Will try back in a month or so...

Posted by Alessandro Suardi on September 22, 2008 at 06:50 PM PDT #

I've been using Metalink for years and have tried to switch to the new interface but I have to admit, it's not working very well for me at all. I keep getting server timeouts after only being logged on for a couple minutes, or "lost connection to the server". Also, the old interface used to have easy access to my old SRs for reference (they were right on my SR home page) and now I have been only able to find them by digging through old emails and referencing the old SR number. Also, any updates to current SRs are sending out emails with a bad link that cannot display the page. Not exactly saving me time at this point and I've gone back to using the Classic Metalink.

Posted by Dina on September 23, 2008 at 02:14 AM PDT #

I don't need my comment to appear. I just want to give feedback on My Oracle Support without having to fill in a survey. I tried to look for an Enhancement Request with the new interface, so I logged in with the My Oracle Support radio button selected. I did a search from "All Sources", from "Knowledge Base", and from "Bug Database" and did not find it (7427901). When I logged in using the classical metalink, the ER was found. Something is wrong. If "All Sources" does not find the ER, what will?

Posted by Maria Whitaker on September 23, 2008 at 05:28 AM PDT #

Could this have been implemented without flash? Enabling flash in my browser mean I now have to look at ads and I'm vulnerable to more virus and other malware.

Posted by Tom Pluth on September 24, 2008 at 05:03 AM PDT #

The new MetaLink is great - when it actually works!! 9 out of 10 times or so, it's impossible for me to login.... I get "Security error #2048, please try again later" - whatever that means - and nothing happens. I have tried reinstalling Flash with newest version, switched between misc. browsers (FF and IE), didn't change anything. The few times where I actually managed to get in the new interface, I get some mysterious "XML Parser Error" when trying to open a lot of my SR's. Sometimes they work, sometimes they don't. I haven't been able to find anything in MetaLink itself regarding these errors. Classic MetaLink still works fine, so I will keep using that as long as I can. Too bad, because there are quite a few features in the new interface I like, that I managed to check out, the few times I was actually able to log in... Do you have any estimate when these problems are going to be fixed? I have used the Feedback in Classic interface to report these problems, but I just got some standard reply about "you have to remember to install the latest Flash" blahblahblah.... nobody seems to know anything about anything. Thanks in advance, Jacob

Posted by Jacob on September 28, 2008 at 06:25 PM PDT #

It is great to see you guys all pumped up and stoked about the new Metalink. Right off the bat, I do have some questions. When you guys ran your evaluation period, you collected a bunch of feedback. I specifically asked to see the results of that feedback. Now that you all are live with Metalink, can we see what effect that feedback had? Were minor things tweaked between the evaluation period and "go live"? Secondly, may I suggest that there be a way to redirect those who bookmarked the login page of the old metalink? Not the initial page (metalink.oracle.com), but the one after you clicked on the "login" link. I had a strange experience where metalink no longer accepted my passwords, even after I requested that it be changed. Turns out that I had to switch to a different login page. I would really love to take advantage of the proactive measures you guys are trying to convince us to use. Unfortunately, we are still waiting on a resolution with our CSI. Also still waiting on bug 6940688. You guys are doing a great job, and I look forward to see how metalink further evolves. Keep up the hard work!

Posted by Charles Schultz on September 28, 2008 at 09:31 PM PDT #

Curious, why does the OCM have to be installed on each Oracle Home, instead of one per host? Can it not collection info about all installed software from one central location? We have several boxes with multiple Oracle Homes, not to mention RAC setups that pretty much require (Best Practices) individual homes for the various pieces (CRS, ASM, RDBMS, agent, etc).

Posted by Charles Schultz on September 29, 2008 at 01:21 AM PDT #

Hey, where can I complain abount "worked last time, but stopped working today"? I could not pass the hamster-wheel page (~/flash.html) today. I had to switch back to traditional format...

Posted by Leah on September 29, 2008 at 05:08 AM PDT #

I used SCM for about 1 year now, in parallel to the old interface. But the way the switch was implemented (and the huge gaps SCM still is behind the old interface) made me using http://metalink2.oracle.com only. May god bless this interface and send a blizz to everyone who will disable it.

Posted by Martin Berger on October 02, 2008 at 05:15 AM PDT #

Downloading patches from metalink is easier than now. My Oralce support says that i dont have permissions to download patches....If i select Classic metalink, it simply allows me to download the patches....where is the glitch?

Posted by T Muruga Amudan on October 05, 2008 at 08:55 PM PDT #

It would be nice if I could log into the new metalink but I can't login and I have a high priority issue that needs to be resolved. Also it would be nice if i could still use metalink from my older browser, but i can't get pass the log in screen. My employer wonders why we even have oracle when this type of thing happens I don't have a good answer. We have moved a lot of our databases off of Oracle on to MySQL, Postgres and SQL Server because Oracle keeps doing things like this. So i guess my question is: how is this an improvement?

Posted by John Rohan on October 06, 2008 at 04:39 AM PDT #

>When using IE the webpage hangs on logon. When using Firefox it works fine. My problem is the opposite... I can login all day long with IE, but Firefox is no good. I hope the brass at the top understands what a colossal failure this new site is. If there is one part of your website that needs to be bullet-proof, it's the support website. I have an SR open about the new support site and how basic functionality has been compromised; it would be nice if there were some way I could login to see it.

Posted by Stewart Bryson on October 07, 2008 at 09:30 PM PDT #

The IVR on the support number just hangs up on me and I tried to change my username/password and it invalidated my username. This is on OLD metalink

Posted by Mark Haller on October 08, 2008 at 01:30 AM PDT #

I cant even get to the login page anymore on my own pc!!!

Posted by Bernhard Jongejan on October 09, 2008 at 09:00 PM PDT #

Man, I "really" have been trying to work with My Oracle Support (MOS): 1. Number of HANGS during or switching inbetween TABS. 2. In old metalink, there is a section, Knowledge Base, I am TRYING to get MOS to work...but for the life of me, I can not. I put in the EXACT filers ( ex oracle forms, oracle server-enterprise edition) and I get "different" results in MOS than what old Metalink is showing. What gives? 3. In MOS, really like the SR section show the messages from oracle and from me. 4. The SEARCH in most areas of MOS are REALLY off, again, I go to old metalink, and sort by DATES all the times. Try it in MOS, and dates are off ...speaking of DATES everything i try to SORT by date ( to see the most current) I put in a new search, and it changes back EVERYTIME to REVELANCE...not cool i am sure this will get better...but a little bit of a ruff start.. 5. Really like the ability to MOVE section around on the screen..nice for me 6. The PATCH section is just like the old...lots of work needed.. later

Posted by Patrick on October 10, 2008 at 12:32 AM PDT #

Flash is a technology I hope to continue to avoid as much as possible. I'm less interested in a "flashy" experience than in technical capabilities. This is really a poor decision on Oracle's part. This isn't YouTube for cryin' out loud. We're DBAs and sysadmins!

Posted by Chris Edes on October 10, 2008 at 04:28 AM PDT #

Yes, of course I would like to use the new features, but using Flash seems to be inappropriate as larger enterprises simply do not allow their users - even if they are administrators - at least for consistency and security reasons the installation of any Flash version Oracle seems to require. I would be very happy if Oracle implements those new features without any additional software installation and would rely on its own products which do not require an additional local software installation. I would be very happy, if Oracle would have asked its customers - at least those ones from major enterprises - BEFORE if using Flash is appropriate or not. In most of the case the answer would be: NO. Yes, I will check the new features provided with the Flash interface at home, as I could not use those features during worktime. My conclusion: Improvement, new features: YES! Flash: NO!

Posted by Andreas Vesper on October 15, 2008 at 05:09 PM PDT #

Building the entire site with Flash is such a catastrophically bad decision I don't know where to begin. What were you thinking, Oracle? Are you that disconnected with your audience?

Posted by Jason Tackaberry on October 21, 2008 at 01:12 AM PDT #

Wow. What a shocking condemnation of Oracle Application Express (Apex). I am deeply disappointed in the new MetaLink and primarily Oracle's decision to move away from Apex in favor of a tool that a) they don't own and b) requires proprietary extensions to the browser and c) requires an expensive third-party tool to develop. I was formerly sold the line that "Oracle eats their own dog chow", and we've assured many customers that was the case. This was particularly true with Apex as a choice for development of web applications. Many of them are now asking if it's time to follow Oracle and abandon Apex! As if that wasn't bad enough, the new MetaLink is slow and kludgy to navigate.

Posted by Michael Stone on October 27, 2008 at 04:58 AM PDT #

Flash on the database servers ? Have you truly taken leave of your senses ? whoever put this out is suffering from "lost-the-plot" syndrome.

Posted by Chris on October 29, 2008 at 10:13 PM PDT #

The only comments I've seen on here is complaints. The only thing I don't like about the new metalink is I can't get rid of the 'news' item, there is no 'close' button.

Posted by Stellios on November 03, 2008 at 09:11 AM PST #

Here are my comments after using the new "My Oracle Support" Metalink interface. I like the layout and like seeing open SR's on the SR home page rather than having to go search for them. But.. here are some things that I don't like. When updating an SR: 1) When uploading a file to an SR - sometimes it says that the file already exists when in fact it does not. I am not sure but this may occur if the filename length of the file you are uploading is too long. 2) When updating an SR with text comments sometimes it is unclear whether your post took because the update is so slow. It is not uncommon for people to press the update more than once and you end up posting your update twice. 3) The interface is very slow and appears to become slower the larger the SR gets. One additional feature enhancement request: Add the ability for the administrator or owner of an SR to add multiple email addresses for notification of updates to the SR. Currently - only the owner gets notified unless someone at Oracle adds in an additional email address to receive notifications. David.

Posted by David Slack on November 09, 2008 at 11:53 PM PST #

Any chance to go back to the good old html Metalink?

Posted by mirjana on November 10, 2008 at 11:23 PM PST #

Mirjana, you can click on the "Classic MetaLink" radio button from the login screen to be taken to the old-style interface. There's also a link from the bottom of My Oracle Support once you've logged in, to return to Classic MetLink.

Posted by Joshua Solomin on November 11, 2008 at 01:00 AM PST #

Yes I know ... that's what I'm trying to do ... but for >5 mins. of "inactive session" in "html" metalink, it redirects me to the flash version ... and I have to connect again, and again, and again ... It's like an infinite loop ... I really liked the good old html metalink ... :-((

Posted by Mirjana on November 11, 2008 at 06:55 PM PST #

We'll it looks snazzy enough and sure why not? I'm generally up for playing with something new-- onward and upward right?!?!? But I have to say-- In terms of usability-- it stinks! I have tried several times now to work with it, querying the knowlegebase, only to get frustrated at how clumsy it is. So, When actually have to get some work done-- back to Metalink Classic I go. You should have to take a training course and "learn" how to use the new support site. I do that for a living trying to figure out your other sketchy software. OMG and you think I'm gonna plug my systems into Configuration Manager??? Nope. Too many issues to even go into on that one. K.I.S.S... cuz it just works.

Posted by Steve on November 24, 2008 at 06:08 AM PST #

I've had this problem on 2 different laptops, something to do with version 10 of Flashplayer, but new Flash version refuses to work. Flash crashes BOTH IE and FF? Another great technology decision.

Posted by Dave on January 12, 2009 at 01:37 AM PST #

Dave, Is your problem unique to using My Oracle Support, or with the Flash plugin more generally? IE, do sites like Youtube or espn.com also crash for you? If so, you may have some browser setting or option that's preventing Flash from working, and you might want to check the Adobe knowledgebase for any relevant info. If not (if it's just My Oracle Support that crashes), please open a Service Request with Oracle Support so we can get more information from you and try to diagnose/fix the problem.

Posted by Joshua Solomin on January 12, 2009 at 02:55 AM PST #

Josh, no, so far it has only been the My Oracle Support that I have seen it with so far. I tried to go back to version 9 but even on oldversion.com couldn't get it high enough to support the Flash requirements. It was working at one point, but I found it odd that BOTH laptops (XP and Vista) would experience a problem. I'll think about the SR, but "Classic" is just fine for me right now.

Posted by Dave on January 13, 2009 at 09:14 PM PST #

Dave, Fair enough, I understand. Still, a request -- even if you stick with classic for your everyday operations, would you mind opening the SR anyway and uploading the requested debugging information, so we can try to figure out what's going on in case it affects others as well? thanks, Joshua

Posted by Joshua Solomin on January 14, 2009 at 12:22 AM PST #

New Metalink site is unuseable, its is painfully slow. But why, when I want to use the old site does it ask me to revalidate my password every half an hour by chucking me off to the new site, which then takes ages to load the page cos its full of pointless pictures and flash. I don't want videos and pretty pictures I just want to be able to work my SR's quickly, I have wasted hours today trying to get data uploaded on an SR due to your website changes. I am yet to locate someone who likes the new site, even the Oracle corp staff we have had on site won't use it!

Posted by sarah on January 26, 2009 at 12:30 AM PST #

Totally agree with you Sarah. I've just spent the whole morning trying to open an SR ... and I've lost all the data and got "page error" after each intent ... and, of course, the password revalidation on and on again ... It's really frustrating! Can you at least make the old metalink work as it used to work before?

Posted by Mirjana on January 26, 2009 at 07:33 PM PST #

"New Metalink site is unuseable, its is painfully slow" +1 ! And at the moment it's completely borked!

Posted by Rob James on January 26, 2009 at 09:48 PM PST #

Who thought making a Flash based support portal was a good idea? Maybe Microsoft will convert the MSDN to Silverlight. Seriously, with Flash you have to go out of your way to make UI elements already present in browsers. How many iterations of Usability Testing did it take to realize that you needed to allow right clicking on links so that users could open them in new windows? Did anyone notice that keyboard equivalents do not work (e.g. CTRL+Click)? I did. I like the overriding of the browser's back and forward buttons, it's a shame it doesn't work all the time and the portal gets reload back to my home screen. That doesn't happen with regular old HTML, that unpredictability is what makes Flash portals so exciting! I'd like open two windows at once for searching two different vectors or perhaps search for an answer to a question based on search results I'm still browsing without losing my place. It sure would be nice if I could just open a navigation menu option in a new window but I'm only allowed to do that with content links. I'm confused about the "Last refreshed N minutes ago" button at the top? What exactly is it's purpose? Why do I manually have to refresh anything? You know with HTML you wouldn't have that problem... I really don't understand what advantage this new Flash interface has over HTML. There are no fancy wiz-bang transition effects or inline multimedia elements. It's just a website plain and simple and it doesn't warrant this limiting interface. Sure it's pretty and looks exactly the same regardless of platform but then again Flash 9 is only on so many platforms. I can't browse if from my Nokia Internet Tablet anymore, or my iPhone for that matter. Windows Mobile? Nope. This is a huge step backward and whoever thought it was a good idea should be out of a job.

Posted by Skippy on February 18, 2009 at 11:08 PM PST #

New MOS looks quite nice and polished. But from my standpoint, usability has suffered greatly. - Slow loading of flash components vs html in Metalink. - Entire UI interface is cludgy, unintuitive, and overall less efficient to use. - Search engine logic has show poor results when compared to Metalink [which was quite poor to begin with]. Overall, I'm not a fan at the moment.

Posted by Josh on March 26, 2009 at 01:48 AM PDT #

I work with a number of large UK customers who are struggling with the slow response time of the new Metalink interface and the fact that their own urls/hyperlinks no longer work. What are the plans to address this ? Cheers Philip

Posted by Philip Heagney on April 06, 2009 at 10:10 PM PDT #

Flash websites are almost universally a bad idea. I work for a bank, you know these large conservative organisations, and flash is flat out NOT ALLOWED on our browsers so what happens now? And APEX - it's great. When I move to a new client site and they've never heard of it then it was an easy sell "You know Metalink and Ask Tom - both APEX" - but now there will just be the response "wow - we need our app to be flash" bad times indeed. Also on a personal level if I try to do business with a company and their website is flash then it's goodbye from me. I want fast response with the possibility of reading on my iPhone - flash aceives none of this. Nice quote: http://asktom.oracle.com/pls/asktom/f?p=100:11:0::::P11_QUESTION_ID:49320578129798#1550628300346004548

Posted by Paul James on May 12, 2009 at 08:05 PM PDT #

Hi when i am login to www.metalink3.oracle.com i am not able to use the all features like search and so many. Although i got the mail releated to My Oracle Support. Can any body guide me about these changes and how can i start to use. Thanks Rajesh pachouri rajeshpachouri@gmail.com +91 9827042799

Posted by Rajesh Pachouri on May 13, 2009 at 01:59 PM PDT #

Even with oracle.com and metalink.oracle.com explicitly allowed in flashblock/firefox, i still cannot log into the new metalink, i have to use IE. not that using IE makes the experience any better, it is still slow, clunky and unintuitive. anyone would think it was 2005. surely the world has come to the realisation by now that flash based sites are BAD? the only thing missing from this horrendous site is a flash-based splash screen/login page to complete the whole grim experience. and will it work on my phone when i'm out and about and need to check up on something? don't be silly. surely an app like oracle that runs out multiple OSes should also be multiple-OS friendly? java and/or flash is not a suitable workaround!

Posted by yne mills on August 17, 2009 at 05:29 PM PDT #

Hello,

Found this blog by searching for "Working with Oracle Support"... I was to open SR on the Metalink, but could not associate a product with my inquiry., which is:

"Customer is unable to conduct an OWC session with Oracle Support, as their firewall team is blocking Oracle site for that. To get a waiver from the firewall team they need to provide information on matters like traffic encryption, possibility of spoofing,
could session perform any tasks unknowingly to the employee, starting session from customer's end and storing recordings of the session on their servers, etc."

Perhaps somebody could suggest a solution to the above or whom to conatct?

Thank you,
Janusz Muszak
Oracle Consulting

Posted by Janusz Muszak on June 14, 2011 at 05:25 AM PDT #

he new Oracle web front end look great. But it doesn't work! I support many clients, and the switch client feature changed only the name at the top of the screen,

Posted by Photography Backdrops on June 22, 2011 at 06:06 PM PDT #

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