Cannot View the Excel File Exported from My Oracle Support (MOS) (Doc ID 2172132.1)

Last updated on AUGUST 15, 2016

Applies to:

My Oracle Support - Version 3.3.1.0.0 and later
Information in this document applies to any platform.
Sometimes users need to export excel reports from MOS, like Customer User Administrators (CUAs) export Support Identifier (SI) user lists to have a better view and and ability to delete those users who already left company. Also, users could export open SR lists from MOS to have better view as well. About two or three weeks ago, we found some users could export excel file (.xls) file from MOS with no issue, but is not able to open any sheets.

Symptoms

On :  My Oracle Support 3.3.1.0.0 version,

ACTUAL BEHAVIOR  
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User exports open SR list in excel from MOS per week. But since last week, user could export the file successfully with no error, but the exported excel sheet could not be opened.

EXPECTED BEHAVIOR
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User would like to export the file and open it to view open SR details as before

STEPS
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The issue can be reproduced at will with the following steps:
1. When in MOS, navigate to 'Service Requests' tab
2. Click on 'View' , choose option 'Export to XLS (Excel)'
3. Then download a file named service_requests.xls
4. Double click on the excel file, and not a sheet could be opened with no error message received.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot get all open SR details in a clear and neat way as shown in a report, but has to check SR one by one for details.

Cause

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