Search for existing answers to your product and support questions.
Familiarize yourself with our support site and learn best practices in working with our team.
Manage Service Requests, View and update service requests submitted by you and others in your organization.
Submit a new issue to our technical support team.
Oracle B2C Service insights from our Technical Support team subject matter experts
Browse resources to assist you in launching your implementation and ensure a successful go-live.
Access your OCI account.
Find product documentation for supported versions of B2C and documentation libraries for related service solutions.
You will have the tools to improve your customers' experience when you learn about all the things our products can do.
Find links for API documentation, Custom Processes, Customer Portal, and Agent Browser UI Extensibility Framework.
Explore how accelerators are designed to demonstrate how an integration scenario could be built using the public integration and extension capabilities of the Oracle B2C Service.
Prepare for a successful transition by reviewing upcoming release changes and enhancements.
Explore webinars, events, and feature kits to learn about B2C Service features, functionality, and best practices from the technical experts.
Oracle MyLearn offers a portfolio of free and paid subscription-based learning resources to help you gain valuable skills, accelerate cloud adoption, increase productivity, and transform your business.
Empower your team with the skills to implement, configure, manage, and use your applications with Customer Experience Cloud Training.
Our goal is to facilitate a friendly, supportive environment where members can easily collaborate with each other on solutions and best practices.
Ask and answer questions specific to B2C.
This is an exciting resource intended to help with your Oracle Service Cloud Analytics.
Share product improvement ideas and enhancement requests with Oracle Development, while collaborating with other Oracle customers and partners.
Update your phone number, email notification preferences, and severity 1 and severity 2 contact preferences.
View the contact managers within your organization.
Find contact information of the Technical Account Manager (TAM) and Client Success Manager (CSM) for your organization.
How can we determine if we have good network connectivity to our Oracle B2C Service site?
Environment:
Network Connectivity
Resolution:
As a web-delivered product, Oracle B2C Service requires a constant high speed Internet connection to function properly. Sporadic product errors across multiple workstations can be attributed to connectivity problems between your location and the Oracle B2C Service data center hosting your site.
First, verify connectivity from an affected workstation by using the Ping command.
For example, pinging rightnow.custhelp.com [216.136.229.11] with 800 bytes of data could give the following results:
Command: ping rightnow.custhelp.com -l 800 -n 100 Reply from 216.136.229.11: bytes=800 time=220ms TTL=246 Reply from 216.136.229.11: bytes=800 time=208ms TTL=246 Reply from 216.136.229.11: bytes=800 time=213ms TTL=246 . . . Ping statistics for 216.136.229.11: Packets: Sent = 100, Received = 100, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 184ms, Maximum = 281ms, Average = 223ms
Command: ping rightnow.custhelp.com -l 800 -n 100
Reply from 216.136.229.11: bytes=800 time=220ms TTL=246 Reply from 216.136.229.11: bytes=800 time=208ms TTL=246 Reply from 216.136.229.11: bytes=800 time=213ms TTL=246 . . . Ping statistics for 216.136.229.11: Packets: Sent = 100, Received = 100, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 184ms, Maximum = 281ms, Average = 223ms
Note: Some networks are configured not to allow ping traffic and will block ping results. If this is the case, engage your IT department to run these connectivity tests from a network location where ping traffic can pass.
Ping results: Any large variance in response times or dropped packets should be investigated by the IT department as a sign of connectivity problems. If the same behavior is not evident from the edge of your network, the issue is most likely local to your network and must be remedied by your IT resources.
Refer to the Oracle B2C Service Infrastructure Requirements for guidance on network device configuration. This is available in Answer ID 31: Oracle B2C Service Infrastructure Requirements.
If the ping results are the same from the edge of your network, it will be necessary to investigate the issue with Oracle B2C Service and your Internet carrier.
Troubleshooting external connectivity problems: Begin by performing multiple traceroutes to <yoursite>.custhelp.com. Five to ten traceroutes should be provided when submitting an incident to Oracle B2C Service in order to accurately portray any poor network behavior.
Microsoft KB article 314868 (http://support.microsoft.com/kb/314868/EN-US/ explains how to use the tracert tool. Much of this is automated by the Workstation and Network Data Collector. For downloading and instructions for the data collector, refer to Answer ID 2412: Workstation and Network Data Collector.
At this point it is often beneficial to analyze your available Internet bandwidth and utilization to ensure that your bandwidth is not over-utilized. Over-utilization is evidenced by dropped packets or highly variable response times. MRTG or other internal systems can be used to measure bandwidth consumption. Your Internet Provider may also be able to provide this data.