Recording of WCI Knowledge Base + "Support Community" Discussions Webinar

Hello,
Thanks to all who participated in this valuable webinar. The recording is available via the links toward the bottom of this posting.
Topic: WCI Knowledge Base and Community Discussions Webinar
Date: Tuesday, September 28, 2010
Agenda -
- The Knowledge Base on My Oracle Support
New WCI Product Master Notes
New Video Demonstrations of Logging Spy and Wireshark
Insight into the New Knowledge Management Process
- The WCI Community
New Discussion Forum for Customers
- How do these support options fit into the Service Request Process?: KB->Community->SR
Stream the video here: Knowledge Webinar
Download the video here: Knowledge Webinar Download

Hi,
Good question. No, we will not move the content of the OTN forum to the Support Community Forum is the short answer.
Just to be clear, the OTN forum for WCI will remain in place and is not being replaced by the Support Community Forum. The Support Community Forum is a supplemental forum which you are welcome to use as you desire.
The main difference between the two forums is that the Support Community Forum is discretely monitored by the Technical Support team for WCI. We are the owners and the monitors of the Support Community Forum and we have set up monitoring tasks to ensure that posted questions are acknowledged and responded to by support as soon as possible. Conversely, while we occasionally participate in discussions on the OTN forum, that participation is much more informal.
Steve

Similar Messages

How do I delete my old support community discussions?

Kind of a silly/dumb question, but how do I delete some of the old Apple Support Community questions/discussions I no longer want in my support community profile?
Thanks!

Go into my discussion about deleting Apple discussions, I have had a few good replys from people who know alot more about this than me XD Atleast you are getting rid of your discussions for a valid reason, however for me I wanted to delete mine because I rant alot and I feel like a complete idiot posting some of my questions up. You can see why if you look at my discussions :P

Help Desk Knowledge Base & Training Video Screen Recording

Spiceworks has a knowledge base feature: http://community.spiceworks.com/help/Knowledge_Base_Overview
Although, I do not think it has the ability to host videos currently. You could host your videos on YouTube and link to them.
I have not started using the Spiceworks KB yet, as mine is in MediaWiki, which you may want to take a look at as well.

My company asked me to start thinking about the feasibility of implementing a knowledge base system for our internal technical support staff, and also one for our customers. With the customer's kb, they also want to have me create training videos on all of the different software packages we support.I have looked at using wordpress for a knowledge base, but it I would like something more designed at being a knowledge base rather than having to add in functionality. I have also looked at moodle which seems good for the courses with training videos, but seems also to not have a great knowledge base function. I could be missing something blatant as I only briefly played around in these systems.So....
Does anyone have any suggestions on a knowledge base system?
Also, any suggestions on screen recording software? Specifically those with tools...
This topic first appeared in the Spiceworks Community

HOW TO DELETE APPLE SUPPORT COMMUNITY ACCOUNT - Discussion mail with in 10 mnts -250?

Fellows,
It is a night mare. I don't know how to controll the email notification from the apple support community.
with in 10 mnts my mail box has 230 mails from the diffrent area.
or How can I delete my apple support community account.
Thanks
JBTSA

"Your Stuff" ... "Preferences" ... Go to this TAB ...

Can UCE communicate to the Universal Knowledge Base and Universal Software

Question
Can UCE communicate to the Universal Knowledge Base and Universal Software Component Repository through a company proxy server?
Answer
During the install process of the OnStage Management Server, the OnStage EZ-installer will detect your local proxy server whilst establishing communications with the Aduva Universal Servers.
In this instance, the user is prompted for the proxy parameters, including IP address of the proxy or proxy server name if DNS is present, proxy user name and password.
This information is stored locally in the .director.rc file and is never communicated to Aduva or any other 3rd party.
Once the proxy settings have been correctly inputed during installation, OnStage will indeed work through the proxy server.

Welcome to Apple Discussions.
I assume you have already tried what has been said in this: iPod shows up in Windows Explorer but not in iTunes, iPod Service Error or Please reinstall iTunes and Fast User Switching in Windows XP is not supported?
Sorry if you have, but have to know first.

I have the problem described in /forums/knowledge-base-articles/704725. (Firefox is already running but not responding). My only solution is to use Task Manager to end the firerfox process. I am the only user and there are no other profiles on my system

Occasionally I have the problem discussed in /forums/knowledge-base-articles/704725 , Firefox is already running. My only fix is to use Task Manager to end the firefox process. At such tmes, I have no other instances running.

'''https://support.mozilla.org/questions/997866?esab=a&s=&r=1&as=s'''.<BR>
This is not a cure but will make it easier if Firefox locks up.

Repair Disk Permissions utility stalled - I have read the knowledge base

I have researched the knowledge base and search for posts on this and cannot find answer: Running 10.4 at the latest version. used the original install 1 disc I received with Tiger to repair disc permissions (like Apple support has told me to do in the past, but my current research said I do not need to do this unless certain parameters are met, and none of the parameters applied, but oh well, I am here anyway). Cold Boot from the original install disc 1 and slected the start up disk I use (I only have one start up disc/drive). Did a repair disc permissions and got a long running routine that reporting a lot of fixes, then the utility has stalled -- no progress on the progress bar. I "stopped" the process using the "stop repair" button (three times). The log reflected the utility stopped, but the progress bar still is blue and not moving (for a couple of hours). When I go to quity File >Disk Utility, it warns me that Disk Utility is running and this may make my system unstable/unsuable.
QUESTION: CAN I JUST QUIT DISK UTILITY AND NOT HAVE ANY ADVERSE AFFECT ON MY IMAC DRIVE?

Thanks for your advice, I still have an issue:
-after the first repair disk permission "stalled" process, I exited Disk Utility and cold booted the machine after I had disconnected all external devices other than the original iMac keyboard
-obtained the combo patch for 10.4.7 from the Apple download site (it had already been installed but I reinstalled per your advice)
-re-applied the combo patch and then did another cold boot
-ran Disk Utility from the original Tiger install #1 disk, and then selected "repair disk permissions" for my start up disk (I only have one)
- process ran for 10 minutes or so then gave the following error message: "Disk Utility Error: Disk Utility has lost its connection with disk utility management tool and cannot continue. Please quit disk utility and re-launch disk utility"
- I pushed the "stop disk permission repair" button, then quit disk utility, then cold booted the machine again.
-re-applied combo patch as above, then cold booted the machine
-ran disk utility from the original iMac install #1 disk, ran "repair disk permissions", and then received the same error message as above.
- I then just quit Disk Utility and cold booted the machine again and went about my business. There does not seem to be any problem with the machine (was not before, but I ran repair permissions thinkging this was a routine maintenance taks that should be run)
- in my prior search of the knowledge base, I found the following information about repair disk permissions:
Location: http://discussions.apple.com/thread.jspa?messageID=607495&#607495
How often should I Repair Permissions?
You do not need to Repair Permissions on a regular basis.
There are only three occasions you need to do this:
1. When you have just installed something that required you to run an Installer, rather than just copying some software to a folder. This should be done for both Apple and non-Apple software.
2. When you have been working on your OS X files or folders while booted from OS 9, or remotely connected via a non-OS X machine, since OS 9 and other systems do not handle OS X's permissions correctly.
3. The other case is if your system is behaving strangely, when you should run Disk Repair from your CD followed by Repair Permissions. This is just to eliminate these things before going on to further trouble-shooting.
Otherwise you can happily forget about Permissions!"
So, it would appear I do not need to do anything else; the machine seems to be working properly. Is there anything else I need to do? thanks for the help! Bob

Need to reset Airport Extreme password, but the instructions provided by Apple and the support community do not match with what I get in my computer.

I have followed the directions given on the Apple support pages and the ones provided in this community, but they do not match with what I get from the Airport Utility. According to the dorections, after starting a soft restart on the Airport Extreme, I should select the network from the menu bar item (which I suppose is the symbol for wi fi). Then it says to open the Airport Utility and select the Airport Base Station, ok up to now. But the instructions say that after selecting the base station to "click Continue". In my Airport Utility, which is the latest version, there is no Contimue. When I select the Base Station I get a bubble with information on the base and an "Edit" button. By clicking on this button, I am able to get a new window with info on the Base, inlcuding password, but I never get the window which says that the device has been reset. I need help, as I have bought a second Apple computer and need the password to set the wifi preferences, and I forgot the password for the Airport Extreme.

You're doing everything right. The problem is that the Apple Knowledge Base article is outdated and the screenshots do not correspond to the new version of AirPort Utility.
If all you need to do is find the password for the Extreme, you can do that by following this procedure. Use the Mac that is already configured to connect to your Extreme's network.
You can retrieve your existing wireless network password from a Mac you normally use on that network. Your wireless network password is stored in your Mac's Keychain.
You must first have an Administrator account on a Mac that you use with that AirPort Base Station, one that is used to connect to your AirPort network.
On that Mac, open the Utilities folder. Find Keychain Access and launch it.
In the search field at the upper right, type Airport. All the Keychain entries for your base station will appear there, as well as other entries.
Look at the column "Kind". The entry you want to select will be labeled "AirPort network password" (not "AirPort base station password" or anything else).
If you are trying to recover the AirPort Base Station password then the entry you want to select will be labeled "AirPort base station password" not "AirPort network password".
Double-click that, and in the window that appears check the box for "Show password".
You will get the following window:
In the Password field type your Mac's Administrator password - the same one you used to log in to that Mac.
Then, click Allow, and your wireless network password will appear in the "Show password" field:
Make note of it.
Close the window, then quit Keychain Access.

My Oracle Support Community Forum

Survey:
Is anyone participating in the new "*My Oracle Support Community*" Forums? I'm a bit confused as to the purpose of the forum since they cover virtually the same topics that are discussed here. I did do some research and found the following answers....
* The OTN (Oracle Technology Network) forums are not being replaced by the My Oracle Support Communities.
* Oracle Support does not participate in the OTN forums.
* Since the OTN forums are outside of My Oracle Support and used by participants who may or may not have Oracle Support, existing knowledgebase articles and bug records may not be leveraged to answer your inquiries.
* The OTN forum will continue and remain open to the public.
* Oracle built the My Oracle Support (MOS) communities to specifically help customers and partners that have support contracts*
* OTN is not part of customer support, though some of us support engineers have voluntarily contributed to it in the past.
Personally, I see the same type of topics/questions being discussed in both forums! ?:|

I believe the difference is that the Community Forum is moderated and you need a valid CSI number to access it. Overall this forum seems more active, but it looks as though Oracle Support Engineers may be more active in the Community one.

Improve support community

Is there a way to reach Apples programmers in any way with suggestions. Seems to me Apple Support Community is a playground for customers to exchange.
Just wondering why they don't implement a few indicator buttons for extra feedback to them which topic effacts more user.
There are two possible ways they perhaps doing this. One would be of a form of ranking. Which post been comment how often. --> This seems to educate a "me having this problem too" community posting behaviour. Instead of driving the community members to get in a short form to the point. Describe the trouble they have in a more general way to make it possible for other members to join with a "yes, been looking for this and it effects me in the same way" button instead of posting long comments and loosing focus on the first problem. But perhaps i'm wrong here and it's more a discussion about the sense of making this a forum. Perhaps someone have any better suggestions where i could post this to reach people who are aware of what i having in sense.
Please don't understand me wrong. Don't won't only critizise and run away. Instead i believe in a cooperative form of finding solutions and this was my current thought. About exchanging knowledge we have and troubles other face to. Thanks.
The second possibility is they receive enough crash log reports from users and get out of that a good enough feeling where are the most trouble with the new configurations. Does anybody have perhaps an idea how it works in Cupertino and how are the numbers relating of people let them see their crash reports.
Must say i'm trust Apple till now very much but my crashlogs are not set on by default.

First, these forums are user to user; Apple generally does not monitor or get involved except for the hosts who make sure that everything runs smoothly. Second, the software used is not Apple's - they use a commercial software and are therefore limited in what they can do. Third, have you read the ToU which you agreed to when you established an account? Here is a small excerpt:
Submissions
Stay on topic. Apple Support Communities is here to help people use Apple products and technologies more effectively. Unless otherwise noted, do not add Submissions about nontechnical topics, including:
Speculations or rumors about unannounced products.
Discussions of Apple policies or procedures or speculation on Apple decisions.
Be polite. Everyone should feel comfortable reading Submissions and participating in discussions. Apple will not tolerate flames or other inappropriate statements, material, or links. Most often, a "flame" is simply a statement that is taunting and thus arbitrarily inflammatory. However, this also includes those which are libelous, defamatory, indecent, harmful, harassing, intimidating, threatening, hateful, objectionable, discriminatory, abusive, vulgar, obscene, pornographic, sexually explicit, or offensive in a sexual, racial, cultural, or ethnic context.
Post constructive comments and questions. Unless otherwise noted, your Submission should either be a technical support question or a technical support answer. Constructive feedback about product features is welcome as well. If your Submission contains the phrase "I'm sorry for the rant, but…" you are likely in violation of this policy.
Do not post polls or petitions or links to same.
Test your answer. When possible, make sure your Submission works on your own computer before you post it.
Here is the link to the complete ToU:
https://discussions.apple.com/static/apple/tutorial/tou.html
It boils down to this: you have a problem and ask for help. While others are trying to help, people post with "I have the same problem" and the cause of theirs may or may not be unrelated, so, in effect, they are threadjacking: the thread becomes confusing and you may not get the attention you deserve. Therefore, it is encouraged that everyone starts their own topic with their own problem.
And, if you want Apple to see a crash report, Apple won't see it if you post it here. You can register and file a bug report here:
https://developer.apple.com/programs/register/
or, for more general ideas, provide feedback here:
http://www.apple.com/feedback/

Apple Knowledge Base

Being a long time Windows user, I am used to searching the Microsoft/Windows Knowledge Base for answers to technical questions. I can't seem to find a similar site for Apple. I had a problem with the battery, and the Apple tech emailed a comprehensive document to help solve it.
I would love to find a searchable index for these types of issues. Does it exist? Is it available to the user community? Any help wold be appreciated.

As Niel suggests.
You can also use The "Search Discussions" feature but that doesn't directly take you to the k-base articles, it just takes you to discussions posts that may mention them. It's also somewhat idiosyncratic in the results it produces. Most of the power users of this site I suspect use Google.
Then there's also the user tips library, written by other Mac users helping on this site. http://discussions.apple.com/forum.jspa?forumID=599

Mobile Knowledge Base

Is it possible to to access fully integrated knowledge base remotely for a service techician ?
Could you provide me any documentation regarding the same
Regards
Joseph

I heavily appreciated it.
You can tell these things in Support Discussions Section. I guess mod will transfer this useful thread over there.
This forum needs POLL to distinguish the differences between two nokia models.
Themes-yeah, I admit it.

Announcing DataGuard My Oracle Support Community

The My Oracle Support Community which covers all support related questions on High Availability -> DataGuard is available under: https://communities.oracle.com/portal/server.pt/community/high_availability_data_guard/302
Have you ever visited the Community to exchange, learn, share and get answers to your support related questions? This My Oracle Support Community is a vibrant forum for Oracle customers, partners and employees to share knowledge, discover best practices and ask questions. We encourage you to use these communities for all your support related topics.
Generally with over 427,000 members and 227 communities dedicated to product and industry-specific topics, the My Oracle Support Community encompasses a huge range of technologies, applications, and business processes—including 30 focused communities for Oracle Database, 6 for Enterprise Manager, 4 for Engineered Systems etc.
Join a community of peers with real-world experience using Oracle products, and Oracle support engineers who moderate and contribute to discussions, for unparalleled access to deep and practical expertise. With My Oracle Support Community, you’ll get faster, real-time access to information about Oracle technologies to help you improve your operational efficiency and reduce downtime.
An existing support contract is required for this service.
If you have not used the My Oracle Support Communities before, please watch this brief (2 minute) video to help you quickly understand the benefits available to you.
http://bcove.me/rvjqwdn5
Regards,
Carmelo Amoroso
(Snr Manager High Availability Produts for Global Customer Support)

to use MyOracleSupport Communities you need to be part of an organization that gives you access to the the Support with a CSI - That is correct!Got it.
On the other side, working on this other Community will give you the opportunity to integrate the threads with all the contents available from Oracle Support.Even its good point, where we can look up into different communities.
By the way, I would like to clarify that the Community I'm advertising here is NOT replacing this OTN forum.
As you said, I just wanted to take the chance to advertise it in the interest of every customer who can access it.
Hope this helps.Thank you, But you know? still i like to give some good priority to OTN, why because. People who are learning and trying to explore their knowledge and who do not have CSI, where they can contact? they are really helpless. & Support community people all have CSI activiated they can raise SR any time.
Of course you are not asking to leave OTN, its just one of my point why i prefer OTN. but for sure will see threads from Community as well.

Since cahnging FIOS Internet provider, which required a router to go in front of "AirPort" I have a blinking yellow on the AirPort and suggested editing in AirPort utility to cahnge from Double NAT to "Bridge Mode" my knowledge base is not clear as t

How do I clean up my new FIOS connection? I just cahnged ISP Fios and they reqquired a router of thier own in front of my AirPort Extreme. Since then I have blinking yellow light on the AirPort and AirPort utility keeps promting for an edit. Suggests canging from NAT to "Bridge mode". Obviuosly U have some internet or this post would not go anywhere, my knowledge base is not enought to feel comfortable with changing the settings. Correctly editing can be tricky, so how do I make necessary changes?

How do I clean up my new FIOS connection?
The FIOS router needs to be in Bridge Mode to prevent the Double NAT error from occurring when two routers are both fighting with each other for control of the network.
Unfortunately, the likely problem from the FIOS side is that FIOS support will either tell you that their router cannot be configured to operate in Bridge Mode, or if it can, they will not tell you how to do it.
But, it could not hurt to check with FIOS to see if anything might have changed recently in this regard, so your first call would be to FIOS support.
If you cannot change the FIOS router to Bridge Mode, the alternate plan would be to change the AirPort Extreme to Bridge Mode. If you are using the Guest Network feature on the AirPort Extreme at this time, that feature will not work correctly when the AirPort is set up in Bridge Mode.

I get an error message when trying to sign into the support community with another Apple id. On the pick a username screen I get "an account utilizing this address already exists...." despite trying a few usernames. Anyone know how I can resolve this?

I get an error message when trying to sign into the support community with another Apple id. On the <pick a username> screen I get "an account utilizing this address already exists.Only one account per email address is allowed on the Apple Support Communities" despite trying a few usernames. Anyone know how I can resolve this?

This problem has been driving me demented. The instructions that Ivan gives have partially worked for me. By following his link
"How to find out if you have multiple Apple IDs" I was able to identify that yes I did have two apple accounts using the same e mail address. One was very old that I used to use for the forum boards and one is my much more recent ID that I use for everything these days. So I changed the e mail address for the old account which is associated with these discussion boards and that's the account that I am now posting this from. However even though the two accounts now have different e mail addresses when I try to log onto the boards with my more recent main apple ID I still get all the same errors as described at the start of this thread by rodgers_j. And of course that's the one I want to use so that I only have one itunes account for everything.
So if anyone has any more hints I'd be very grateful.

Recording of WCI Knowledge Base + "Support Community" Discussions Webinar

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