Chapter 3 Known Issues, Bug Fixes, and Documentation Issues

This chapter contains information about known issues, bug fixes, and documentation issues for Oracle Secure Global Desktop (SGD). Details on providing feedback and reporting bugs are also included.

3.1 Known Bugs and Issues

This section lists the known bugs and issues for the SGD 5.6 release.

3.1.1 12268127 – Backup Primaries List Command Returns an Error

Problem: Using the tarantella array list_backup_primaries command on an SGD server that has been stopped and then detached from an array returns a "Failed to connect" error.

Cause: A known issue.

Solution: Restart the detached SGD server before using the tarantella array list_backup_primaries command.

3.1.2 12275351 – HyperTerminal Application Hangs in a Relocated Windows Desktop Session

Problem: Users running the HyperTerminal application in a Windows desktop session experience problems when they try to resume the desktop session from another client device. The HyperTerminal application is unresponsive and cannot be closed down.

Cause: A known issue with HyperTerminal when resuming Windows desktop sessions from another client device (also called “session grabbing”).

Solution: Close down the HyperTerminal application before you resume the Windows desktop session from another client device.

3.1.3 12300549 – Home Directory Name is Unreadable For Some Client Locales

Problem: When using client drive mapping in SGD, the name of the user's home directory may include unreadable characters. By default, a user's home directory is mapped to a drive called "My Home".

The issue has been seen on non-Windows client devices configured with a non-English client locale, such as ja_JP.UTF-8.

Cause: A known issue for some client locales.

Solution: No known solution at present.

3.1.4 12304903 – Print to File Fails for Windows Client Devices

Problem: When users select the Print to File menu option in a Windows application displayed through SGD, the print job remains on hold in the print queue on the client device. The issue has been seen on Windows 7 client devices.

Cause: A known issue with some versions of Windows.

Solution: A workaround is described in Microsoft Knowledge Base article 2022748.

3.1.5 14147506 – Array Resilience Fails if the Primary Server is Changed

Problem: Array resilience may fail if you change the primary server while the array is in a repaired state. The array is in a repaired state when the failover stage has completed.

After the recovery stage of array resilience, when uncontactable servers rejoin the array, communications to the other array members may not work.

The issue is seen when secure intra-array communication is enabled for the array.

Cause: A known issue with array resilience when secure intra-array communication is used. By default, secure intra-array communication is enabled for an SGD server.

Solution: No known solution. If possible, avoid changing the array structure during the array resilience process.

3.1.6 14221098 – Konsole Application Fails to Start on Oracle Linux

Problem: The KDE Konsole terminal emulator application fails to start when configured as an X application object in SGD.

The issue is seen when the application is hosted on an Oracle Linux 6 platform.

Cause: A known issue when running Konsole on Oracle Linux 6. The issue is caused by the application process forking on start up.

Solution: The workaround is to use the --nofork command option when starting Konsole.

In the Administration Console, go to the Launch tab for the X application object and enter --nofork in the Arguments for Command field.

3.1.7 14237565 – Page Size Issue When Printing on Non-Windows Client Devices

Problem: Print jobs are not delivered to the client printer in the correct page format. For example, a print job for an A4 page size document is delivered to the client printer as a Letter page size document. Depending on the client printer configuration, this may cause the print job to fail.

The issue is seen when using Linux and macOS client devices.

Cause: A known issue when printing to some non-Windows client devices.

Solution: Some client printers can be configured to ignore the page size format.

A workaround is to use PDF printing when printing from SGD.

3.1.8 14287730 – X Error Messages When Shadowing From the Command Line

Problem: Error messages similar to the following may be seen when shadowing an application session from the command line, using the tarantella emulatorsession shadow command. 

X Error:  BadImplementation
  Request Major code 152 (RANDR)
  Request Minor code 8 ()
  Error Serial #209
  Current Serial #209

Shadowing works as expected, despite the error messages.

Cause: A known issue if the X server on the client device does not implement session resizing.

Solution: The errors are benign and can be ignored.

3.1.9 16275930 – Unable to Access SGD Servers When Using the SGD Gateway

Problem: When connecting through an SGD Gateway, users are unable to access the SGD servers in the array. When they attempt to log in to an SGD server or use the Administration Console, their browser is redirected to an error page.

The issue is seen when the Gateway is configured as follows:

  • The port used for incoming connections is not the default port, port 443.

  • Connections between the Gateway and the SGD servers in the array are not secure.

These settings are usually configured during installation of the Gateway.

Cause: A known issue with this specific Gateway configuration.

Solution: Use the following workaround.

On the Gateway host, edit the opt/SUNWsgdg/httpd/default/conf/extra/gateway/httpd-gateway.conf file.

Locate the ProxyPassReverse directive. For example: 

ProxyPassReverse / http://gw.example.com:80/

Change the port number for the ProxyPassReverse directive, as follows: 

ProxyPassReverse / http://gw.example.com:port-num/

where port-num is the port number used by the Gateway for incoming connections.

3.1.10 16814553 – Multiple Authentication Prompts When Accessing My Desktop Using a Safari Browser

Problem: Users may see multiple authentication prompts when they try to access the My Desktop application, either from the SGD web server Welcome page or by going to the My Desktop URL.

The issue is seen when the following apply:

  • Web authentication is the authentication mechanism for SGD.

  • A Safari browser is used to access SGD, from a macOS client device.

Cause: A known issue with the Safari browser.

Solution: No known solution. The user is logged in to SGD after negotiating the authentication prompts.

3.1.11 17601578 – Poor User Experience When Displaying Applications on macOS Platforms

Problem: Users on some macOS platforms may experience screen refresh and other performance issues when displaying SGD applications.

Cause: This issue is caused by the App Nap power-saving feature in macOS.

Solution: Turn off the App Nap feature for the SGD Client, as follows:

  • Locate the SGD Client application in Finder and Command-click the application name.

  • Choose the Get Info option, then select the Prevent App Nap check box.

3.1.12 20421590 – Lock File Issues With Oracle Access Manager WebGate

Problem: Single sign-on authentication does not work when using some versions of the Oracle Access Manager WebGate 11gR2.

Cause: The WebGate is unable to create lock files on the SGD host.

This is caused by changes in the file locking implementation, introduced in version 11.1.2.2.0 of the WebGate.

Solution: In the webgate.conf configuration file for the WebGate, set the value of the WebGateLockFileDir directive. This directive specifies the location to create WebGate lock files.

The value must be a directory that is writeable by the ttaserv system user. For example, /opt/tarantella/webserver/apache/default/logs.

3.1.13 20220383 – Proxy Authentication Dialog Box Issue

Problem: When users connect to SGD through a proxy server, the proxy authentication dialog box does not display the authentication method or authentication realm used by the proxy server. This can cause confusion when the proxy server supports multiple authentication methods, and users have different credentials for different authentication methods.

Cause: A known issue when using a proxy server that is configured to use multiple authentication methods.

Solution: No known solution at this time.

3.1.14 20463642 – Credential Caching Issues for HTTP Proxy Authentication on Windows Clients

Problem: When users connect to SGD through an HTTP proxy server from a Windows client device, cached credentials are not used as expected.

The following issues have been seen:

  • For Basic or Digest authentication methods, cached credentials are not used. The user is always prompted to enter credentials, regardless of whether credentials have previously been cached.

  • For NTLM or Negotiate methods, cached domain credentials are not used. If the domain requested by the proxy server does not match the domain used to log in to Windows, the user is prompted for credentials. The SGD Client does not attempt to use alternative domain credentials stored in Windows Credential Manager.

Cause: Known issues when connecting to SGD through an HTTP proxy server from a Windows client device.

Solution: No known solution at this time.

3.1.15 20506611 – Enhancement Module Installation Issue on Oracle Linux UEK R3

Problem: Installation of the SGD Enhancement Module may fail on Oracle Linux versions which use the Unbreakable Enterprise Kernel Release 3 (UEK R3) kernel.

The error message Unable to locate source tree is shown during installation.

Cause: The Enhancement Module installation program is unable to locate the kernel headers for the UEK R3 kernel.

Solution: Use the following command to install the required kernel header packages: 

# yum install kernel-uek-devel-$(uname -r)

3.1.16 20678796 – macOS Client Device Uses Multiple CALs

Problem: Connections to a Windows application server from a macOS client device may use more client access licenses (CALs) than expected. The issue is seen when using both the SGD Client and the Microsoft Remote Desktop Client on the same macOS client device.

Cause: A known issue when using SGD with some versions of the Microsoft Remote Desktop Client that are downloaded from the Mac App Store.

Such versions of the Microsoft Remote Desktop Client may not store CALs in the default shared directory location used by the SGD Client: /Users/Shared/Microsoft/Crucial RDC Server Information.

Solution: No known solution at present.

3.1.17 20693954 – Audio Recording Issue for Linux Clients

Problem: Audio recorded from a Linux client device by the audiorecord command running on an Oracle Solaris application server is not recorded correctly. White noise is heard on playback.

Cause: The default audio format for audiorecord is u-law. When recording from a Linux client device, this audio format is not recorded correctly by the SGD UNIX audio input service.

Solution: Change the audio format used by the audiorecord command. Specify the linear encoding option, as follows: 

audiorecord -e linear audio-file

where audio-file is the output file name.

3.1.18 20821979 – tarantella status Command Returns Parser Errors

Problem: When running the tarantella status --byserver command to display detailed status information for each SGD server in an array, the command fails. Error messages such as the following are seen: 

parser error : Start tag expected, '<' not found

Cause: A timeout issue for a web service which is used by the tarantella status command. The default connection timeout for the web service is 10 seconds. In some deployments, this may be too low.

Solution: The workaround is to change the default setting for the connection timeout.

Edit the /opt/tarantella/bin/scripts/status.soap file. Change the following entry: 

set env(TTA_SOAP_CONNECT_TIMEOUT) "10"

to read as follows: 

set env(TTA_SOAP_CONNECT_TIMEOUT) "20"

Note that there are multiple TTA_SOAP_CONNECT_TIMEOUT entries within this file.

3.1.19 21478016 – macOS SGD Client Issues

Problem: Users may see the following issues when using the SGD Client from this release on macOS client devices:

  • On the Client Connection Settings dialog box, using the Tab key to move between fields may not work as expected.

  • The pull-down header in Kiosk mode applications looks different, compared to when using earlier SGD releases.

Cause: Known issues when using the macOS version of the SGD Client included in this release.

Solution: Use one of the following workarounds.

  • The tabbing issue is a known issue for macOS client devices. On the macOS client device, enable the following setting in System Preferences:

    System Preferences, Keyboard, Shortcuts, Full Keyboard Access Radio Button.

  • For this release, the Kiosk mode pull-down header has been integrated with the standard macOS toolbar.

3.1.20 21530993 – ABRT Errors When Closing Oracle Linux 7 Applications

Problem: The ABRT (Automatic Bug Reporting Tool) reports errors when applications hosted on Oracle Linux 7 application servers are closed down from the SGD workspace.

Cause: A known issue with some versions of ABRT on Oracle Linux 7 platforms.

Solution: The workaround is to update to the latest version of ABRT, as follows: 

# yum update abrt

3.1.21 22563362 – OSS Audio Driver Module Issue on Oracle Linux Platforms

Problem: An error message such as the following is seen when using the SGD Enhancement Module on Oracle Linux platforms: 

Starting OSS audio.
modprobe: FATAL: Module sgdadem not found.

This error message indicates that the Enhancement Module is unable to locate the Open Sound System (OSS) audio driver module.

Cause: This issue occurs when the Linux kernel is updated on the application server host. The installed OSS audio driver module is then incompatible with the new kernel version.

Solution: The workaround is to rebuild and reinstall the audio driver module, using the new kernel source. Enter the following commands: 

# cd /opt/tta_tem/audio/sgdadem/src/
# make clean
# make
# make install

Restart the SGD Enhancement Module, as follows: 

# /opt/tta_tem/bin/tem restart

3.1.22 23592020 – Key Mapping Issues on Oracle Linux 7 Platforms

Problem: Key mapping issues may be seen for applications published through an Oracle Linux 7 SGD server. Some displayed characters may not match the key press.

Cause: A known issue with the default settings for ibus (Intelligent Input Bus) on Oracle Linux 7 platforms.

Solution: Run the ibus-setup command and display the Advanced tab.

Ensure that the Use System Keyboard Layout check box is selected. By default, this check box is not selected.

3.1.23 24311356 – Browser Workarounds for Using Untrusted Certificates with the HTML5 Client on Desktop Platforms

Problem: Issues may be seen when you connect using the HTML5 Client from a desktop client platform and the SGD server uses an untrusted certificate, such as a self-signed certificate. For example, you may not be able to log in to the SGD server or applications may not start as expected.

These issues do not apply for SGD deployments which use an SGD Gateway.

Cause: These are browser trust issues caused by using untrusted certificates.

Solution: If possible, use a certificate that is signed by a Certificate Authority that is trusted by the browser.

Alternatively, configure the browser to trust the certificate.

The following are examples of workarounds for some supported browsers:

  • Firefox: Import the SGD server certificate into the browser truststore.

    You may need to add a permanent security exception for the SGD server URL.

  • Edge: Import the SGD server certificate into the Trusted Root Certification Authorities store.

  • Safari: Set the trust policy for the SGD server certificate to "Always Trust".

  • Chrome: Import the SGD server certificate into the browser truststore.

3.1.24 25687260 – Locate Pointer Issue on Linux Client Platforms

Problem: For some applications displayed through SGD, pressing the Ctrl key on the client device has no effect. For example, using the Ctrl + C key combination in a terminal window does not work as expected.

The issue is seen on Linux client platforms.

Cause: This is caused by the Locate Pointer feature of GNOME desktop. This feature indicates the position of the mouse pointer when the Ctrl key is pressed.

The Locate Pointer feature is disabled by default.

Solution: Disable the Locate Pointer setting in the Mouse Preferences dialog box for the GNOME desktop.

3.1.25 26495194 – Seamless Window Issues for Adobe Reader

Problem: Issues may be seen when displaying Adobe Reader in seamless windows mode. Users may not be able to minimize, move, or resize the application window.

The issues have been seen with Windows Server 2012, but may apply to other supported Windows application servers.

Cause: A known issue when using the Protected Mode feature of Adobe Reader. This feature was introduced in Adobe Reader 10.

Solution: The workaround is to disable the Protected Mode feature of Adobe Reader. Seamless windows mode then works as expected.

3.1.26 29133366 – GNOME Session Issues When Using Remote Oracle Linux 7.6 Application Server

Problem: When launching gnome-session on a remote Oracle Linux 7.6 application server, windows within the gnome-session are displayed as black boxes.

Cause: This is a known issue when using gnome-session on a remote Oracle Linux 7.6 server.

Solution: On the gnome-session application set the Hints attribute, --scottahints, to xpecommandlineargs=-extension MIT-SHM. This attribute can be set from the SGD Administration Console or from the command line by entering the following command: 

# tarantella object edit \
--name ".../_ens/o=applications/cn=name" \
--scottahints "xpecommandlineargs=-extension MIT-SHM"

3.1.27 29628348 – Audio is Not Played on a Linux Client Device

Problem: Audio output from applications is not played on a Linux client device.

Cause: This issue is due to missing ESD library dependencies on some Linux client platforms.

Solution: The workaround is to install the required libraries and restart the pulseaudio daemon, as follows:

Oracle Linux 6 and Oracle Linux 7 platforms (64-bit): 

# yum install pulseaudio-esound-compat esound-libs
$ pulseaudio -k

Ubuntu Linux platforms (64-bit): 

$ sudo apt-get install pulseaudio-esound-compat libesd0
$ pulseaudio -k

3.2 Bug Fixes in Version 5.6

The following table lists the significant bugs that are fixed in the 5.6 release.

Table 3.1 Bugs Fixed in the 5.6 Release

Reference

Description

31702006

UNABLE TO LOGIN TO SGD AFTER UPGRADING TO SGD 5.5U3 WHEN A PROXY SERVER IS USED AND SGD HOST IS SET AS AN EXCEPTION IN THE CLIENT BROWSER

31595031

AFTER AN SGD SERVER RESTART, OLD SGD COOKIES ARE NOT CLEANED UP

31476324

SGD SERVER TRANSITIONS UNEXPECTEDLY FROM SECURE AND STANDARD CONNECTIONS TO ONLY STANDARD CONNECTIONS

31464756

GATEWAY CLIENTCERT LIST DOES NOT SHOW CERTIFICATE WHEN LOCALE IS JA_JP.UTF-8

31429937

SYNTAX ELEMENTS OF LDAP OBJECT NAMES SHOULD NOT BE CASE SENSITIVE

31316016

SERVICE OBJECT WITH SEARCH BASE WORKS ONLY FOR "DC=EXAMPLE,DC=ORG", NOT IF "OU=GROUP,DC=EXAMPLE,DC=ORG" IS INCLUDED

31240131

SGD SERVER ENTERPRISE MANAGER PLUGIN FAILING TO COLLECT DATASTORE METRICS

31236406

SERVICE OBJECT CANNOT BE EDITED USING THE ADMIN CONSOLE

31219398

IMPROVE PERFORMANCE OF PDF PRINTING

31198898

MAC CLIENT WINDOW MODE AND SEAMLESS WINDOWS MODE APPLICATIONS DO NOT MINIMISE CORRECTLY

31166904

PARTIAL MOUSE POINTER IS ONLY DISPLAYED WHEN NORMAL MOUSE POINTER SCHEME IS SELECTED IN KIOSK SESSION

31110312

AUDIO-IN FAILS WITH LATER VERSIONS OF MAC OS X

31038774

MOUSE CURSOR DISAPPEARS UPON ENTRY TO TEXT FIELD IN WINDOWS 10 APPLICATIONS

30982085

USER PROFILE PAGE CONFIGURATION PAGE INCORRECT IN ADMIN CONSOLE

30963970

ERASING ORACLE-SGD-TEM DOES NOT STOP ALL PROCESSES

30956963

APPLICATION LAUNCH FAILS WITH SOME SECURITY-GATEWAY SETTINGS

30944782

UNIVERSAL PDF PRINTING DOES NOT WORK WITH RECENT WINDOWS SERVERS

30914606

FIX ENHANCEMENT MODULE UNINSTALL

30914549

NOTARIZE MAC OS X CLIENT

30910086

TARANTELLA QUERY ERRLOG COMMAND FAILS WHEN ATTEMPTING TO RUN TARANTELLA ARCHIVE COMMAND

30847299

TTASSL TERMINATES, ALL APPLICATIONS DISAPPEAR AND SGD MUST BE RESTARTED

30803454

LOG ROTATION NO LONGER AUTOMATED ON SGD 5.5

30724290

JAVA APPLICATIONS IN CLIENT WINDOW MODE ARE NOT RESIZABLE ON NON-LINUX CLIENTS

30658275

LAUNCH ATTEMPTS VIA WEBSERVICES API APPEAR TO FAIL WITHIN A GATEWAY DEPLOYMENT

30635273

WINDOWS USERS WITHOUT PASSWORDS RECEIVE REDUNDANT LOGIN PROMPT FROM WINDOWS 2016 AFTER SESSION LAUNCH

30632128

INACTIVE USERS ABLE TO LOG IN TO SGD

30560928

RESIZING CHROME SEAMLESS WINDOW MODE APPLICATION IN ORACLE LINUX 7 CLIENT SHOWS BLACK BACKGROUND ON FIRST LAUNCH

30556114

WINDOWS KIOSK RANDR APPLICATIONS ARE RESUMED WITH BLACK BACKGROUND ON ORACLE LINUX 7 CLIENT

30522945

CHROME BORDER HAS THICKENED WITH TTASWM.EXE

30522800

TTASWM.EXE CAUSES INACTIVE KEYBOARD FOR DROP DOWN MENU

30510540

SUFFIX MAPPING FAILS TO AUTHENTICATE WHEN DOMAIN IS NOT IN A FOREST

30494970

GATEWAY SSLCERT PRINT COMMAND MAY PROVIDE INCORRECT STATUS IF A NEW CERTIFICATE IS INSTALLED AFTER INITIAL CONFIGURATION

30478571

TARANTELLA INFO MESSAGE WHEN READING A CORRUPT SSLDAEMON PID FILE

30407291

POST-INSTALL SCRIPT ERRORS RELATING TO SHORT HOSTNAME

30383371

COPY AND PASTE BETWEEN TWO GNOME TERMINALS CRASHES THE SOURCE WHEN PASTING INTO THE TARGET

30383280

REQUEST 64-BIT CLIENT FOR UBUNTU 18+ DEVICES (DEBIAN), INCLUDING SUPPORT FOR LIBCURL4

30372149

ALLOW SGD SERVER DIRECTORIES TO BE MAPPED IN RDS SESSIONS

30370454

UNWANTED MESSAGES ARE SEEN WITH WRONG DECRYPTION PASSWORD DURING RESTORE

30367464

RESIZING VM WINDOW CAUSES FLICKERING AND FINAL SIZE DOES NOT MATCH MOUSE RELEASE POINT

30365516

WORKSPACE CAN FAIL TO LOAD USING GATEWAY PATCH 5.4 P4

30328585

BLACK BORDER SEEN ON SEAMLESS WINDOW MODE WINDOWS 2016 APPLICATION

30328403

BLACK RECTANGLE APPEARS UNDER URL MOUSEOVER FOR WINDOWS 2016 APPLICATIONS

30328227

SEAMLESS WINDOW MODE APPLICATION MOUSE CURSOR SHOULD BE RED CIRCLE BUT IS BLUE BUSY BALL

30328174

SEAMLESS WINDOW MODE APPLICATIONS FREEZE

30322243

PERSISTENT SSLDAEMON/HANDSHAKE/FAILEDERROR ON ARRAY JOIN WITH SOME ORACLE LINUX 7 COMPUTE INSTANCES IN OCI

30254260

SGD 5.5 X APPLICATION DOES NOT BEHAVE THE SAME AS WITH SGD 5.4

30039465

RESTORE ACTIVE APPLICATION SESSIONS IF NEEDED AFTER BRIEF NETWORK INTERRUPTION

30038370

NEWLY INSTALLED SGD CLIENT DOES NOT DETECT OR PROMPT FOR PROXIES, AND CANNOT CONNECT

29996261

ALT GR CHARACTERS DO NOT APPEAR RELIABLY FOR CITRIX APPLICATIONS

29965590

USER IS PROMPTED TWICE, EVEN IF CREDENTIALS ARE ENTERED CORRECTLY THE FIRST TIME

29889843

ADMIN CONSOLE LINKS ON THE WEBSERVER INDEX PAGE AND THE SGD WORKSPACE NOT WORKING BEHIND AN HTTP REVERSE PROXY

29871708

CREDENTIALS REJECTED WHEN USER PASSWORD CONTAINS A BACKSLASH

29714043

WINDOW OF X APPLICATION IS DRAWN CORRECT SIZE, BUT IS OFF-CENTER IN MULTI-DISPLAY CLIENT

29713891

SGD CLIENT DOES NOT ADJUST PROPERLY WHEN SCREEN RESOLUTION IS CHANGED

29710201

WINDOWS SERVER 2016 SEAMLESS WINDOW MODE APPLICATIONS DISPLAYED WITH WIDE BLACK BORDER

29707546

LINUX CLIENT: APPLICATION START FAILS WHEN NO PRIMARY DISPLAY IS CONFIGURED

29688846

SGD SERVER NOT ACCEPTING CONNECTIONS ONCE EVERY FEW DAYS

29521011

FIX BLACK WINDOWS SESSIONS ON RESUME

29331545

AFTER USING GATEWAY DISCOVER ON COLOCATED DEPLOYMENT, SSLKEY IMPORT CREATES SECOND ENTRY IN KEYSTORE.CLIENT

28812584

ALT GR CHARACTERS DO NOT APPEAR RELIABLY

27714860

ERROR MESSAGE IN PROXY LOG: RECEIVED FATAL ALERT: UNKNOWN_CA

27494487

UNABLE TO CHANGE ICON FOR DYNAMIC APPLICATION USING SGD ADMIN CONSOLE

27351360

NUMLOCK STATE REVERSED IN WINDOWS APPLICATION IF ENGAGED AT LAUNCH

23738497

GERMAN/SWISS KEYBOARD LOCALES ARE REQUIRED WHEN USING CHROME HTML5 CLIENT


3.3 Providing Feedback and Reporting Problems

This section provides information about how to provide feedback and contact support for the Oracle Secure Global Desktop product.

If you need to report an issue and have an Oracle Premier Support Agreement, you should open a case with Oracle Support at https://support.oracle.com.

If you are reporting an issue, please provide the following information where applicable:

  • Description of the problem, including the situation where the problem occurs, and its impact on your operation.

  • Machine type, operating system version, browser type and version, locale and product version, including any patches you have applied, and other software that may be affecting the problem.

  • Detailed steps on the method you have used, to reproduce the problem.

  • Any error logs or core dumps.

3.3.1 Contacting Oracle Specialist Support

If you have an Oracle Customer Support Identifier (CSI), first try to resolve your issue by using My Oracle Support at https://support.oracle.com. Your Oracle Premier Support CSI does not cover customization support, third-party software support, or third-party hardware support.

The Oracle Secure Global Desktop Information Center on My Oracle Support contains links to knowledge documents for SGD.

If you cannot resolve your issue, open a case with the Oracle specialist support team for technical assistance on break/fix production issues. The responding support engineer will need the following information to get started:

  • Your Oracle Customer Support Identifier.

  • The product you are calling about.

  • A brief description of the problem you would like assistance with.

If your CSI is unknown, find the correct Service Center for your country (http://www.oracle.com/us/support/contact-068555.html), then contact Oracle Services to open a non-technical service request (SR) to get your CSI sorted. Once you have your CSI, you can proceed to open your case through My Oracle Support.

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