| December 8, 2009 How can I access Electronic Technical Reference Manual (eTRM)?
Electronic Technical Reference Manual (eTRM) is available. To access the Electronic Technical Reference Manual (eTRM), use the following navigation:
click on the Knowledge tab > Online Documentation > E-Business Suite Documentation > Electronic Technical Reference Manual (eTRM) For direct access, use Knowledge Document 150230.1 Why am I unable to login to My Oracle Support?
As part of the upgrade and migration to My Oracle Support users may experience login issues if they have not verified or created your Oracle Single Sign-On (SSO) account. Users who logged into Classic MetaLink / My Oracle Support before the upgrade were prompted to verify that they had an SSO account or create a new one. If users do not have or do not know if they have an SSO account, follow the instructions in the My Oracle Support - Registration FAQ for creating/verifying the SSO account. If creating a new account, the user will go through a re-registration process. During re-registration make sure that the new SSO email address is the same as the user's Classic MetaLink email address. This will ensure they continue to have the same CSIs in your profile and visibility to Service Requests as prior to the upgrade. Please pass along the link above to your colleagues if they are having issues logging in. After verifying that I have an SSO account, I receive an error when resetting my password saying that the username does not exist, what should I do?
If after verifying that your email address has an SSO account, the Password Finder tool gives you a message indicating that the username does not exist please call Global Customer Support and select the non-technical option. Indicate that when you verified your account your username already existed, but when you reset your password your username did not exist. What should I do if I have an SSO account but am still receiving an error when trying to log in to My Oracle Support?
Some users may receive a "LoginId and Email don't match", "CallCenterError", "NoSuchUserException", or "An internal error has occurred" message when logging in to My Oracle Support. Please call Global Customer Support and select the non-technical option, and specify the error code to the support representative to enable your account. What should I do if I see an "Email changing in progress" message when logging in?
Your registration, email change or password change is in progress. If you receive this message for more than 10 minutes, you may need to call Global Customer Support for assistance. When registering, I see a '503' error, what should I do?
You may see a '503' error when registering on My Oracle Support. This is a benign error, and you can continue with the registration process to add a Customer Support Identifier (CSI) into your account. We are working on a fix to remove the error message. What should I do if my account does not have all my Support Identifiers (CSIs) associated to it and I cannot view my Service Requests?
You can add missing Support Identifiers back to your to profile by clicking More > Settings in the tab menu, then following these instructions: 1. Under the More tab, select Account & Privileges from the Settings area.
2. The Account & Privileges area appears populated with your account information.
3. Enter the Support ID that you want to add in the Type Support Identifier box.
4. Click Send Request.
5. Click Save. After the Support Identifier has been approved by your Customer User Administrator you will be able to view the Service Requests associated to it. As a Customer User Admin (CUA) what should I do when a user has requested that a CSI be added to their profile but the request has not shown up in my Pending User Request list?
We are experiencing some delays in new CSI requests showing up in the CUA's Pending User Request list. If you do not see a Pending User Request initially, we recommend you check again in 10 minutes. If you still do not see the Pending User Request please call Global Customer Support and select the non-technical option. What should I do if I see application and timeout errors when using My Oracle Support?
Some users are seeing application errors, such as 2032 and 7668277 errors, and timeout errors. Oracle is triaging these for root cause and solution. If you encounter one of these errors, please report it to Oracle Global Customer Support by using the Contact Us link at the top of the screen. Why can't I find my bookmarks from Classic MetaLink?
Your Classic MetaLink bookmarks have been migrated to My Oracle Support as Favorites. The Favorites feature provides the same access to the Knowledge articles and SRs that you bookmarked in Classic MetaLink. In addition, Favorites enables users to flag additional items such as bugs, systems, targets, and projects. Is a non-Flash version of My Oracle Support available?
Customers who require access to My Oracle Support in an environment that does not have Flash Player or who have accessibility needs, can use the HTML Option. The HTML option includes a subset of functionality found on the Flash version. For details on what is included in the HTML option, please see the My Oracle Support FAQ. The HTML option is supported and we are fixing bugs and making enhancements to it. The Sign In button is grayed out. How do I login?
If your browser does not have the required version of Flash Player installed or if Flash Player is blocked, the "Sign In" button will be grayed out. Click the "Use My Oracle Support non-flash option" login link on the right side of the login page to use the HTML option. The Flash FAQ page provides answers to common questions about Flash including links to download the latest version and tips for un-blocking Flash content. How do I view the old Service Request number on my Service Request?
As part of Oracle's move to a single system for tracking SRs, SR numbers were changed. You can view the Classic MetaLink SR number in the Legacy SR Number field in the SR views on My Oracle Support. To add the Legacy SR Number field to the Service Request list region click the table icon in the upper left hand corner of the list view. Select Columns > Legacy SR. You may sort on this field by clicking the column header. Why don't I see my Service Request profiles from Classic MetaLink?
Service Request Profiles were not migrated from Classic MetaLink. To create new SR profiles, click on More > Settings in the tab menu and select the Service Request Profiles section. How can I receive email notifications about SRs, Bugs, and Knowledge documents (by Products and Platforms) that I monitored through Classic MetaLink (through My Headlines) and My Oracle Support (through Hot Topics)?
You should continue to receive Hot Topics notifications that you set up in My Oracle Support before the upgrade. You must create new Hot Topic notifications for any notifications that you created in Classic MetaLink in the My Headlines section. To create new Hot Topics notifications click on More > Settings in the tab menu and select the Hot Topics E-Mail section. Why can't I find certifications using the Certification Search?
Tips for using the Certification Search: - Certification Search can be found under the More < Certifications tab.
- It is recommended that you start by only selecting Product Line, Product Family, Product Area and Product, plus Tier, for the majority of your certification searches. The other selection criteria are optional and if too many values are selected you may return zero results.
- When a large number of results are returned, they can be sorted by clicking on a column heading (Product Version, Platform, etc) and scrolling. Or you can modify your selection criteria (use Actions then View Search or use the Certification Information breadcrumb at the top left) to select values.
- If the search results page includes a message similar to the following:
"0 results found at this product level. 29 certifications exist at lower product levels. Please select additional product values to access those certifications."
You can modify your selection criteria (use Actions then View Search or use the Certification Information breadcrumb at the top left) to select additional values in the product hierarchy (Product Line, Product Family, Product Area, Product). - Once a list of search results is returned, click on the Status link on the right in any row to view the details for that specific certification. Use the breadcrumbs on the top left to return to the results list (Search Results) or to perform a new search (Certification Information).
- Use the "Other Certification Information" link on the left to review useful tips about searching for certifications. This page includes general tips plus a table with links to certification information for various product lines (Oracle Database, Oracle E-Business Suite, PeopleSoft Enterprise, etc).
- If you are still having problems finding specific certifications or have questions regarding certifications, use the "Other Certification Information" link on the left and select a product line from the table. This will bring up a document with specific tips for that particular product line, which may be useful. For most product lines the document will tell you how to ask questions about certifications (either an email address to send queries to, or instructions for logging a Service Request).
In the Service Request region I do not see the SR details, instead it shows "Product: 0 items", how can I view the SR details?
Service Request regions that used the Group By functionality in the previous version of My Oracle Support will encounter this issue. To resolve it you can add a new Service Request region by following these steps: - Click on "Customize Page" link in upper right hand corner of the view
- Drag a new "Service Request" region onto the page
- Click on the pencil icon for this new region to specify what content is displayed in that region (for instance "Feedback Only (Non-Technical SRs)" or "Technical SRs only")
- Save the changes
- If the results are what you wish to see, delete the problem Service Request region
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