Getting Help and Contacting Support

When using Oracle Cloud Infrastructure, sometimes you need to get help from the community or to talk to someone in Oracle support. This topic provides more information about accessing these tools.

Tip

Console announcements appear at the top of the Console to communicate timely, important information about service status. For more information, see Console Announcements.

1. Use a search engine

For common issues, someone else has likely asked this question in the past. You can use scoped search to look for answers in our documentation and our forum platforms – Cloud Customer Connect and Stack Overflow. To perform a scoped search, go to your favorite search engine and specify the site URLs along with your specific search terms, as follows:

<Your Search Terms> (site:docs.cloud.oracle.com/iaas OR site:cloudcustomerconnect.oracle.com OR site:stackoverflow.com)

2. Post a question to our forums

If you can't find an answer to your question through search, submit a new question to one of the forums we support. This option is available to all customers.

Cloud Customer Connect

For any issue related to Oracle Cloud Infrastructure, including provisioning of new resources, Console issues, identity, networking, documentation, storage, database, Edge services, or other solutions, you can post a question to Cloud Customer Connect at:

https://cloudcustomerconnect.oracle.com/resources/9c8fa8f96f/summary

If you are using only Always Free resources or using a Free Tier account, use Cloud Customer Connect for support queries.

Stack Overflow

If you are creating an application that integrates with Oracle Cloud Infrastructure APIs, endpoints, or services, you can also use Stack Overflow forums for development-related questions. Tag your questions with oracle-cloud-infrastructure, as follows:

https://stackoverflow.com/questions/tagged/oracle-cloud-infrastructure

3. Open a support service request

This option is only available to paid accounts.

To open a support request for the first time, you must complete the steps outlined in the procedure Using Oracle Support for the First Time.

Note

Customers using only Always Free resources and customers using Free Tier accounts are not eligible for Oracle Support. You must upgrade to a paid account to access Oracle Support. If you need support, post a question to Cloud Customer Connect.

If the preceding options did not resolve your issue and you need to talk to someone, you can create a support request. In addition to support for technical issues, you can open support requests if you need to:

  • Reset the password or unlock the account for the tenancy administrator
  • Add or change a tenancy administrator
  • Request a service limit increase
  • Request a root cause analysis (RCA)

Creating a Service Request Using the Console

Caution

Avoid entering confidential information when assigning descriptions, tags, or friendly names to your cloud resources through the Oracle Cloud Infrastructure Console, API, or CLI.
To create a support request
  1. Open the Help menu (Help menu icon), go to Support, and click Create support request.

  2. Enter the following:

    • Issue summary: Enter a title that summarizes your issue.
    • Describe your issue: Provide a brief overview of your issue.
      • Include all the information that support needs to route and respond to your request. For example, "I am unable to connect to my Compute instance."
      • Include troubleshooting steps taken and any available test results.
      • For many Oracle Cloud Infrastructure issues, you need to include the OCID (Oracle Cloud Identifier) for each resource you need help with. See Locating Oracle Cloud Infrastructure IDs for instructions explaining how to locate these.
    • Select the severity level for this request.
  3. Click Create Request.
To request a root cause analysis (RCA)

To request a root cause analysis for an outage, create a support request and include Root Cause Analysis (RCA) Request in the Issue Summary field.

Tip

Use the Oracle Cloud Infrastructure Status page to view the current status of services or to sign up for emails that notify you about outages.
To view all support requests
  • Open the Help menu (Help menu icon), go to Support and click View support requests.

To add a comment to a support request
  1. Open the Help menu (Help menu icon), go to Support and click View support requests.

    A list of support requests appears.

  2. Click the name of the support request on which you want to comment.
  3. Under Comments, click Add Comment.

    The Add Comment dialog appears.

  4. Type your comment, and then click Add Comment.
To close a support request
  1. Open the Help menu (Help menu icon), go to Support and click View support requests.

    A list of support requests appears.

  2. Click the name of the support request you want to close.
  3. Click Request to Close.

    The Request to Close dialog appears.

  4. Enter the reason for requesting to close the ticket, and then click Request to close.

Locating Oracle Cloud Infrastructure IDs

Use the following tips to help you locate identifiers you might be asked to provide.

Finding Your Customer Support Identifier (CSI)

The Customer Support Identifier (CSI) number is generated after you purchase Oracle Cloud services. This number can be found in several places, including in your contract document and also on your tenancy details page. You’ll need the CSI number to register and log support requests in My Oracle Support (MOS).

To find your CSI number:

  1. Open the navigation menu, under Governance and Administration, go to Administration and click Tenancy Details.

    Navigation menu showing Tenancy Details item

  2. The CSI number is shown under Tenancy Information.

    Tenancy Details page showing CSI number

Finding Your Tenancy OCID (Oracle Cloud Identifier)

Get the tenancy OCID from the Oracle Cloud Infrastructure Console on the Tenancy Details page:

  1. Open the Profile menu (User menu icon) and click Tenancy: <your_tenancy_name>.

  2. The tenancy OCID is shown under Tenancy Information. Click Copy to copy it to your clipboard.

    Tenancy Details page showing the location of the tenancy OCID

Finding the OCID of a Compartment

The OCID (Oracle Cloud Identifier) of a resource is displayed when you view the resource in the Console, on the resource details page.

For example, to get the OCID for a Compute instance:

  1. Open the navigation menu. Under Governance and Administration, go to Identity and click Compartments.

    A list of the compartments in your tenancy is displayed.

    A shortened version of the OCID is displayed next to each compartment.

    Console page showing the OCID of a compartment

  2. Click the shortened OCID string to view the entire value in a pop-up. Click Copy to copy the OCID to your clipboard. You can then paste it into the service request form field.
Finding the OCID of a Resource

The OCID (Oracle Cloud Identifier) of a resource is displayed when you view the resource in the Console, both in the list view and on the details page.

For example, to get the OCID for a compute instance:

  1. Open the Console.
  2. Select the Compartment to which the instance belongs from the list on the left side of the page.

    Note that you must have appropriate permissions in a compartment to view resources.

  3. Open the navigation menu. Under Core Infrastructure, go to Compute and click Instances. A list of instances in the selected compartment is displayed.
  4. Click the instance that you're interested in.

    A shortened version of the OCID is displayed on the instance details page.

  5. Click Copy to copy the OCID to your clipboard. You can then paste it into the service request form field.
Finding Your opc-request-id in the Console

To locate the opc-request-id value when you are using the Oracle Cloud Infrastructure Console, you must first access the developer tools in the browser in which you are running the Console. Depending on your browser, this is called either Developer Tools or Web Console and can be opened by clicking F12. In Safari on a Mac, it's called the Web Inspector.

  1. Open your browser's developer tools by clicking F12 (in Safari on Mac, click Option + Cmd + i).
  2. Select the Network tab, then filter on XHR.

    Note

    Different browsers present filtering options in different ways. Firefox present an XHR filtering button on the Network tab UI. Internet Explorer and Edge provide a filter icon with the label Content type, which you click to expose an XHR filter.
  3. Select results that return a 500 error to view the request details.
  4. In the request details pane, click the Headers tab.
  5. Locate and copy both the opc-request-id and date values and include them in your support ticket.