TL;DR
Oracle rolled out a redesigned My Oracle Support (MOS) portal in early December that adds AI-driven features, but users and support engineers report difficulty finding legacy tickets, patch links and release schedules. Community groups, consultants and Reddit threads describe broken links, changed document IDs and degraded search and personalization.
What happened
Oracle launched a revamped My Oracle Support (MOS) portal in early December that the company said would introduce AI-powered interactions, streamlined navigation, improved search and enhanced knowledge access. Instead, customers and support engineers began reporting widespread problems: old support tickets and favorites disappeared, search results became unreliable, document and note IDs appear to have changed, and links to database patch programs and release schedules were hard to find or broken. Community groups such as the Deutsche Oracle Anwendergruppe (DOAF) and users on Reddit documented missing notes (for example the Exadata Master Note previously known as Doc-ID 888828.1), deleted indices, and internal links that now fail. Some customers also reported error KA912 when searching for legacy note IDs like 888.1 or 555.1. Oracle had not responded to a request for comment at the time of reporting. Industry consultants described the new portal as more minimalist and chat-bot driven, and said the changes were affecting onboarding and alternative support relationships.
Why it matters
- Customers rely on MOS for critical operational information like patches, release schedules and historical support records; accessibility problems can slow maintenance and incident response.
- Changed or missing document IDs and broken links can disrupt established workflows and integrations that reference legacy MOS content.
- Loss of personalization and favorites increases time spent locating needed material, raising support costs for both customers and third-party vendors.
- Widespread user frustration could prompt organizations to seek alternative support channels or delay migrations that depend on MOS access.
Key facts
- The new MOS portal went live in early December (rolled out in early December).
- Oracle executives promoted features including AI interactions, improved search and streamlined navigation in a November blog post by Greg Parikh.
- Users and support engineers report missing old tickets, lost favorites/personalization, broken or internal links, and limited patch search/downloads.
- Deutsche Oracle Anwendergruppe (DOAF) highlighted unreliable and incomplete search results, citing the Exadata Master Note formerly Doc-ID 888828.1 as an example.
- Community reports say legacy note IDs such as 888.1 and 555.1 return error KA912 in searches.
- Support professionals said automatic service requests can no longer be created by customers and that patch indices appear deleted.
- Users have posted complaints on Reddit and other forums describing time-consuming searches and degraded page layouts.
- Oracle had not provided a public response to a request for comment at the time of the story.
What to watch next
- Whether Oracle issues fixes to restore legacy document IDs, search indices, and links — not confirmed in the source.
- If Oracle provides guidance or tools to help customers recover lost favorites and personalization settings — not confirmed in the source.
- Whether Oracle will update MOS functionality for automated service request creation and patch visibility, or publish a remediation timeline — not confirmed in the source.
Quick glossary
- My Oracle Support (MOS): Oracle's customer support portal that provides access to knowledge notes, patches, service requests and account-specific information.
- Doc-ID / support note: A unique identifier assigned by Oracle to documentation or knowledge articles used for reference and search.
- Patch program: A collection or schedule of software updates and fixes provided by a vendor to address bugs, security issues and performance problems.
- Customer Support Identifier (CSI): An identifier used by Oracle to authenticate and manage customer support entitlements and access.
- Search index: A data structure that enables fast retrieval of information in a search system; if altered or deleted, search results can become incomplete or inaccurate.
Reader FAQ
What is the main complaint about the new MOS portal?
Users report they cannot easily find legacy tickets, patch program links, release schedules and that search results and personalization have degraded.
Did Oracle explain the changes or respond to complaints?
Oracle had not responded to a request for comment at the time of reporting.
Are specific documents missing from the portal?
Community reports cite examples such as the Exadata Master Note formerly Doc-ID 888828.1 not appearing in search results and legacy IDs returning error KA912.
Is it confirmed that AI caused these problems?
Not confirmed in the source.
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Sources
- Oracle's new AI-enhanced support portal leaves users fuming
- My Oracle Support (MOS) Migration to New MOS Portal | ebs
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