Welcome to My Oracle Support - Tell us how it is going!

On August 30, a few hundred thousand CRM OnDemand, Siebel, Hyperion, PeopleSoft and JD Edwards customers and partners migrated to My Oracle Support. Welcome aboard!

I hope you have had the chance to access the My Oracle Support Welcome Center (Document # 873313.1) from the Getting Started region. This is your single resource for information, training and reference materials that will help you get started using My Oracle Support.

The My Oracle Support product management team values your feedback.

Your general feedback and suggestions for improvement are taken very seriously and help us make My Oracle Support better for you. Click the Contact Us link on the top right corner of the Dashboard page to tell us about your usage of the personalized dashboard; knowledge, service request, and configuration management; and the results you are seeing.

All feedback is welcome...please tell us about your experience using My Oracle Support!

Comments:

When I log in to My Oracle Support using an existing Metalink ID, I can't search for ML3 SRs - I get an error that the SR number must be numeric (but ML3 SRs have a hyphen in). Other than that, glad to see the support sites combined.

Posted by rnm on September 01, 2009 at 06:02 PM PDT #

rnm, Thank you for the feedback! I have spoken with my colleagues in technical support and we were unable to reproduce the error you mention. SR functionality does allow for hyphens in the SR number. Please use the Contact Us link to create a non-technical SR and our support team will trouble shoot and resolve your issue.

Posted by tonyc on September 02, 2009 at 02:50 AM PDT #

rnm, Try searching for the SR's this way: 1. Login to https://support.oracle.com 2. In the "Service Requests" region change the "Contact" search field to "SR Number" 3. Enter the FULL SR Number with the hyphen included. 4. Perform search by clicking on the magnifying glass. If this does not work please submit at SR for further troubleshooting. Thanks, Rich

Posted by Rich Mercer on September 02, 2009 at 08:50 PM PDT #

Hi Tony, Sorry if this is a stupid question, but how do I raise a "non-technical" SR? I tried to raise an SR just now and the closest match I could find was My Oracle Support performance problems. I then had a billion fields to fill out about the speed of my network connection and if I use a proxy ... I've got a set of screenshots clearly illustrating the problem if you would like me to email them to you. BTW I get an error "[IOErrorEvent type="ioError" bubbles=false cancelable=false eventPhase=2 text="Error #2038"]" when I try to upload the screenshot files to the SR.

Posted by rnm on September 03, 2009 at 12:39 AM PDT #

Hi Rich, Sorry I wasn't clear - I *can* search for ML3 SRs if I login following the redirects from https://metalink3.oracle.com/ I hit the error if I login via https://metalink.oracle.com/CSP/ui/index.html. Also FWIW the "Contact" search field is labelled "Created By" when I login this way. Maybe I'm hitting a different front-end version??

Posted by rnm on September 03, 2009 at 12:46 AM PDT #

Hi rnm, Thank you for the clarifying remarks. I now see what the issue is. You are correct, the redirect from https://metalink3.oracle.com/ goes to https://support.oracle.com. Your ML3 SR's on PSFT, JDE, Hyperion should all be searchable and viewable. To send feedback and log a non-technical SR on this site click on the Contact Us link in the upper right corner. ML3 SR's are not supported on https://metalink.oracle.com/CSP/ui/index.html. This front end is used for support on legacy server technology, middleware including BEA, and EBusinessSuite To send feedback and to log a non-technical on this site click on the Feedback link in the upper right corner. Later this year both front ends will merge into one, at the same time classic MetaLink is retired.

Posted by tonyc on September 03, 2009 at 02:22 AM PDT #

Hi Tony, Thanks for the clarification, it all makes sense now :-)

Posted by rnm on September 03, 2009 at 05:02 PM PDT #

Whenever i click on the Mycommunity link at the top, it shows a page where i need to click on "Enter here" button. But it does nothing, it comes back to the same page. Please help me in this regard. Thanks, Sathish

Posted by Sathish on September 18, 2009 at 01:50 AM PDT #

Satish, Start a fresh browser session. If the problem repeats then please submit a service request so that technical support can troubleshoot further. regards, tonyc My Oracle Support Product Management

Posted by tonyc on September 18, 2009 at 02:12 AM PDT #

The new flash based system is one of the worst public facing applications I have ever seen. Who decided to use flash for what is essentially a text-based system. They should be shot. I have no hope you will repent and go back to classic metalink. This is a huge waste of my time and energy.

Posted by jd on November 10, 2009 at 05:18 AM PST #

I haven't been able to login since the upgrade on Nov 7. I get the Server too busy http 503 error. I read the preparation emails, performed the SSO step and was using the new interface prior to Nov 7. Since Nov 7 when logging into My Oracle Support. The deluxe graphics loading and loading and loading, then the error message and prompt for a CSI number and Terms of Use agreement/acceptance. What could be the problem? Can you help - I'm desperate to use the Knowledge base.

Posted by Tom Lieffring on November 10, 2009 at 10:52 AM PST #

Hi Tom, Please contact Oracle Support delivery by phone. Look up local support at http://www.oracle.com/support/contact.html A support engineer needs to troubleshoot your issue. regards, tonyc

Posted by guest on November 10, 2009 at 11:04 AM PST #

Does My Oracle Support work behind a proxy at all? After I log in and the flash completes loading I just get a pop-up in the flash that says: "A server connection error occurred. You cannot continue Please try again later."

Posted by Matthew Pangaro on November 12, 2009 at 02:19 AM PST #

Hi Matthew, If you made it all the way into the Dashboard page then proxy connection is working. Close your browser, clear cache and try to login again. If you get the server connection error, please contact Oracle Support delivery by phone. Look up local support at http://www.oracle.com/support/contact.html A support engineer will need to troubleshoot your issue. regards, tonyc

Posted by tonycavotta on November 12, 2009 at 02:50 AM PST #

I can currently ONLY access the Support system via Internet Explorer, which is seriously frowned upon by InfoSec here at work. I am also using Firefox 3.0 (Windows and Linux) and am unable to login to the support system with it. It gets to 90% loaded and hangs. Very disappointed so far. The site (when I can login via IE) is very very slow and the search function rarely returns anything besides the default error code text (ORA-39060, for example). I realize that this is likely to be written off as "someone is resistant to change" caterwauling, but the site, as it stands right now for me, varies between marginal and useless.

Posted by Tom on November 16, 2009 at 11:43 PM PST #

Hi Tom, Thank you for your candid feedback. Sounds like you may be experiencing browser conflicts that are causing the My Oracle Support load to hang. Try this: In IE7, open up the browser. Pick Tools/Internet Options. Then pick the Advanced tab. Page down until you find the security section. There is a line in the security section titled "Do not save encrypted pages to disk". Uncheck it, close down both IE7 and Firefox browsers and clear your cache. See if you can get in using both...I use Firefox 3.5.5 successfully. Also, some folks are resetting the IE7 Browser to default and that has resolved connection issues. If you are still having performance and search issues, you will need to call in to Oracle Support and log a technical service request so they can troubleshoot your account migration. There is a very active "Using My Oracle Support" community on communities.oracle.com, where both Oracle and non-Oracle experts are helping users through discussions on solutions. Please join us. regards, tonyc My Oracle Support Product Management

Posted by Anonymous on November 17, 2009 at 03:45 AM PST #

I am have issues logging in to the system - opened SR called the support no luck.

Posted by Zia on November 18, 2009 at 03:38 AM PST #

Zia, Please clear your browser cache and try to login in again. If you are on IE7, go to Tools>Security>Advanced and uncheck "Do not save encrypted pages." Many IE7 users have also had success resetting their browser to default. Let me know how you make out by joining the "Using My Oracle Support" community on the Communities tab and starting a discussion. Communities is located at communities.oracle.com

Posted by tonyc on November 18, 2009 at 07:11 AM PST #

1. Create SR just dissapread - even though we have the permissions. 2. Login hangs at 90%, 50% of the times. 3. No one is answering the support sales or returning calls. 4. plenty of unexplained error messages on the top right. poor poor poor execution of this transition - and thats from a company who's supposed to know how to manage software transition.

Posted by Oren on December 02, 2009 at 04:26 AM PST #

What a mess. My login is messed up, had to use my private email address. Lost 3 days of DBA work. Requesting a SR over phone is a painful experience. Funny thing is, I was calling from Canada and some machine was talking to me in French, no English. I guess Oracle thinks all Canadians speak French. Sad to say, most don't. Now I'm trying to log in with Chrome, I'm getting "A server connection error occurred.". I believe thats Flash going ugly. I can log in through firefox but its been proxied over a slower connection which was useful in pre-flash metalinks. I even had a feature running that I did not need to touch the mouse, since flash, I'm back to the old way of doing things. Anything microsoft is avoided at my work place. I guess its safe to say that there will be no going back to the previous incarnation? It at least worked. I just flushed the cache, again. And now it works. Just like Microsoft, if it don't work, restart it. As the saying goes, the bigger the corporation the worse the user interaction. I guess Google will be my main friend. A very frustrated Oracle DBA. Paul.

Posted by guest on December 02, 2009 at 04:37 AM PST #

Hello, When I login the flash plugin takes 73% CPU and 170MB+ of RAM when I run this. I am on a macbook using Safari and Firefox both have the same results. Therefore, the usability of the site is terrible. Garrett

Posted by garrett on December 09, 2009 at 11:31 PM PST #

Hi, unfortunately, i can't say that Oracle support has increased its performance on helping customers with the arrival of the new MyOracleSupport platform. After integrating all of our Oracle infraestructure in the MyOracleSupport dashboard, we've been receiving telephone calls from Oracle sales representatives asking for more money related to our current Oracle licenses. Every time we open an iTAR (i'm sorry, i miss the former Metalink), we get the same poor level of service from Oracle Egypt. They usually say the same: "Hi my name is Mohamed, i'm your Oracle support engineer, please send me this, that...". But that's all we get from them. So, the conclusion is that MyOracleSupport is good for Oracle to look inside our infraestructure thanks to the OCM and ask for more money if they detect that we mistakenly had installed Enterprise Edition instead of Standard Edition. But it's not good for us, the customer, as we get the usual bad level of support from Oracle Mohamed's. You asked about our MyOracleSupport feedback. Enjoy! Gabriel g_puig123@hotmail.com

Posted by Gabriel Puig Martín on December 15, 2009 at 08:07 PM PST #

Hi Gabriel, Thank you for sharing your perspective. I do hope that you will continue to use My Oracle Support and benefit from the proactive, collaborative and integrated capabilities. I want to point out that Oracle has a strict employee access policy on customer configurations. Access to detail information is limited to support and some members of development that are working specific bugs and doing product management. Oracle's Customer Support Security Practices are available at http://www.oracle.com/support/collateral/customer-support-security-practices.pdf Configuration Manager specific security documents are: Configuration Manager Security Overview, ID 728982.1 Configuration Manager Collections, ID 728985.1 I hope that this information helps explain that Oracle uses customer configuration information exclusively for the purpose of providing an improved support experience for our customers. Kind Regards, tonyc

Posted by anthony cavotta on December 18, 2009 at 03:24 AM PST #

Hi
I cannot upload any attachements to my SRs. This functionality appears to have changed recently (was working fine last week). The files are just small .jpg screenshots, but a failure (no details) is reported when I try to upload them. If I then try to close the upload window, I get this error: 'A connection to the server has failed. (status=unknown)'. Is anyone else experiencing this, and can anyone offer assistance? Thanks!

Posted by guest on January 14, 2013 at 08:10 PM PST #

Yes - I have encountered the same issue - I have a SR opened on Friday 1/11/2013 and uploaded 2 files - one alert log and one .trc file successfully - I encountered similar issue today and was trying to upload the current log and .trc files with no luck - please update with any information to uploading files to the My Oracle Support site to open SR's - Thank you

Posted by guest on January 16, 2013 at 06:55 AM PST #

I had a similar issue with IE8. I decided to use Firefox and all uploads worked just fine.

Now I am getting the popup box "A connection to the server had failed. (status=12152)" Is anyone else experiencing this issue? It just started happening this week April 16th, 2013.

Posted by Joe on April 16, 2013 at 12:51 PM PDT #

I had a similar issue with IE8. I decided to use Firefox and all uploads worked just fine.

Now I am getting the popup box "A connection to the server had failed. (status=12152)" Is anyone else experiencing this issue? It just started happening this week April 16th, 2013.

Posted by Joe on April 16, 2013 at 12:52 PM PDT #

The error 12152 is being fixed. It related to a piece of code that was not ready for production. I can tell you that you can "ignore" it and we will make sure it gone for good. Your work should not be impacted by this error. It is not related to anything you are doing. And I think you should not be seeing this anymore.

Posted by Richard on May 17, 2013 at 02:29 PM PDT #

I am an Oracle Silver partner. I have been using my Oracle Support with access approved by each of my clients under their support identifier. When my contract is over the clients normally remove my access. Is there a way for me to have access to my oracle support as a partner without using my client's support identifier? Is there a generic support identifier for partners that I can submit to for access to my oracle support?

Posted by guest on July 30, 2013 at 11:49 AM PDT #

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