1. Oracle Enterprise Performance Management Cloud Operations Guide
  2. Troubleshooting EPM Cloud Issues
  3. Diagnosing Consolidation Failures and Performance Issues in Financial Consolidation and Close
  4. Get Help from Oracle

Get Help from Oracle

After completing the preceding troubleshooting steps, if the issue is not fixed, review these factors and then seek help from Oracle:

  • Recent changes to the application.

    Compare the following tables in the Activity Report with the information available in an Activity Report from a previous date when the rule was working well. This comparison will help you identify application design changes that have taken place between the two dates:

    • Application Size
    • Essbase BSO Cube Statistics
    • Top 5 Consolidation and Translation Jobs by Duration
  • Recent changes in the use of calculations (for example, different values of run-time prompts and change in user or substitution variables), and rules (for example, more concurrent users).
  • Use the Provide Feedback utility to gather the information that Oracle Support needs to identify and fix your problem. Optionally, consent to submitting the snapshot to Oracle. See Creating a Provide Feedback Submission.
  • Submit a technical service request indicating the reference number that the Provide Feedback utility created. See Submitting a Technical Service Request.

    In the service request, answer these questions:

    1. Did this issue start after the latest monthly update?
    2. When was the issue first observed? (required)
    3. Was there any recent application or usage change that could have caused this issue?
    4. Are there any remaining metadata validation errors? If yes, why are you unable to clear them?
    5. Did you fix all the Insertion Rules warnings listed in Resolving Calc Script Validation Warnings in Financial Consolidation and Close Administrator's Guide?
    6. How many users are experiencing the problem (all, one, some)? If only some users are experiencing this problem, what distinguishes them from those that are not facing this issue (access level, security assignments, etc., if known)?
    7. Are you migrating from Oracle Hyperion Financial Management?
    8. Is this a critical outage?

    Provide the following to Oracle in the service request:

    • A document identifying the outcome of the troubleshooting steps that you performed based on the sections in this guide.
    • Snapshot of the environment, if available, from the last time when the consolidation was working or performing as expected.
    • POVs
    • User and substitution variables
    • Expected and actual performance parameters (for example, expected time for consolidation versus actual time)