EM: Setting My Oracle Support Credentials in Enterprise Manager Grid Control or 12c Cloud Control Fails

(Doc ID 1119897.1)

Last updated on NOVEMBER 17, 2017

Applies to:

Enterprise Manager Base Platform - Version to [Release 11.1 to 12.1]
Enterprise Manager for My Oracle Support - Version to [Release 10.2 to 11.1]
Information in this document applies to any platform.


Navigating to the 'My Oracle Support' tab in 11g Grid Console, entering the username / password and clicking on the 'Apply' button returns the error:

Networking error: Unable to connect to My Oracle Support


-  Sometimes, it can take a long time (more than 5 minutes) after clicking on the Apply button, for the error to be displayed.

-  The same error is returned when attempting to set the preferred credentials for My Oracle Support using the steps in <Note 1168603.1>: 11g Grid Control: How to set the 'My Oracle Support' Preferred Credentials in the Grid Console?

-  The <EM_INSTANCE_HOME>/sysman/log/emoms.trc shows:

2010-06-18 08:34:01,198 [EMUI_08_30_51_/console/pref/mosCredentials]
ERROR creds.MOSPrefCredentialsHandler performOneOffLogin.461 - Exception while mosHelper.createMOSState in
performOneOffLogin:Unable to get login XML: Connection timed out

-  From the OMS machine, wget on the operating system is able to connect to the My Oracle Support URL successfully:

$ wget --no-check-certificate --http-user=abc.xyz@domain --http-password=XXXXX https://support.oracle.com/CSP/ui/flash.html

--2010-06-18 10:58:55-- https://support.oracle.com/CSP/ui/flash.html
Resolving support.oracle.com...
Connecting to support.oracle.com||:443... connected.
HTTP request sent, awaiting response... 200 OK
Length: 3633 (3.5K) [text/html]
Saving to: `flash.html.1'
100%[==================================================================>] 3,633 20.6K/s in 0.2s

2010-06-18 10:58:56 (20.6 KB/s) - `flash.html.1' saved [3633/3633]

-  It is also possible to access the https://support.oracle.com URL from a browser on the OMS machine.

-  There is no Proxy Server configured / used in this environment but there is a Firewall between the OMS and the My Oracle Support portal. The Firewall has been configured to allow traffic to updates.oracle.com and support.oracle.com.

-  If the My Oracle Support credentials are not set, then navigating to -> Setup -> Patching Setup and clicking on the Test button besides 'Patch Search URL' also returns

https://updates.oracle.com was tested successfully without proxy.

Patch Search URL Error
My Oracle Support Credentials Not Set - You have not set the My Oracle Support credentials. Click the left link and supply the missing credentials.
The following might be observed in EM 12c Cloud Control:
Navigating to Setup > My Oracle Support > Set Credentials
and providing suitable credentials for My Oracle Support results in this error:
Unable to complete network operation against My Oracle Support. Please check network connectivity to Oracle Support Site.






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