ASR Activation (Call-Home) Troubleshooting

You might need to troubleshoot the Oracle Auto Service Request (ASR) activation request when you have not received an email from My Oracle Support (MOS) in response to an activation request.

You can check the following resources to troubleshoot where the ASR activation request communications might be failing.

Call-Home Succeeded

A Call‑Home Succeeded Event Log message means that the Oracle FS System has successfully sent the Call‑Home event or activation request.

If you see the Call‑Home Succeeded Event Log message, check the following items:

Receipt of an email notification from MOS within 60 minutes
ASR asset in MOS has a “pending” status

If either of these checks fail, and your system has a proxy configured, then check the proxy logs to determine if the connection to the Oracle server was successful. If the proxy logged an error, correct the proxy settings in your network or correct the Oracle FS System proxy configuration. Verify your updates by running the ASR activation request again.

Call-Home Failed

A Call‑Home Failed event creates a System Alert and an Event Log records the system fault.

View the properties of the event. If you received the error EventParameters.Callhome.error.1:HTTPS_UNKNOWN_HOST, then Call‑Home failed to locate a server.

Verify the following criteria:

The Oracle FS System can contact the configured DNS servers.
The DNS servers can resolve the host name of the Oracle server, callhome.support.pillardata.com.

If another error message is present, save the event message by using the Copy to Clipboard option from the Event Properties dialog. Contact Oracle Customer Support, if further assistance is required.