1. Using Oracle Cloud Infrastructure FastConnect Classic
  2. Managing the Service
  3. Troubleshooting

Troubleshooting

If you run into any issues before the service is provisioned and activated:

  • Contact your Oracle sales representative for assistance with provisioning FastConnect Classic.

  • Contact your partner account manager for assistance with ordering and provisioning the partner service that connects to FastConnect Classic.

  • Login to the partner’s portal, if available, to file a support ticket and to refer to the troubleshooting information available in the documentation provided by the partner. For example, you can login to Equinix Cloud Exchange Portal, and then refer to the troubleshooting information available in the Equinix documents to troubleshoot any issues that you face in connecting through an Equinix IBX data center.

To report an incident after the service is provisioned and activated:

  • Raise a service request with My Oracle Support for any support that you require for your FastConnect Classic services. You may be asked to provide your customer support identifier (CSI ID) and FastConnect ID, so keep that information handy. You receive FastConnect ID from Oracle when your service is provisioned. Additionally, provide the service key that was generated when you ordered AT&T NetBond for Oracle FastConnect if you are raising a service request for an issue with AT&T NetBond for Cloud.

    1. Go to https://support.oracle.com.

    2. In the Sign In pane, select Cloud Support as the portal, and then click Sign In.

    3. On the Dashboard page, click Create Service Request.

    4. In the Create Service Request wizard, do the following:

      1. In the Service Type field, select Oracle Cloud Infrastructure FastConnect Classic.

      2. In the Problem Type field, select Issues with account or provisioning of your FastConnect service or Issues with FastConnect network link, and then select the appropriate problem subtype.

    5. Follow the prompts in the wizard to complete the service request.

  • Contact the Oracle FastConnect Partner’s support help desk, and then follow the process specified by the help desk to report incidents or for further assistance with network configurations.