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Installing Maintenance Updates and Service Packs

# Frequently Asked Questions

This FAQ includes the following questions:

- How do I get a Support ID?
- What is a CR?
- How can I get a fix to a bug or CR? Can I get a patch for a CR?
- How do I obtain security advisory notifications?
- What is a private patch?
- How do I get the ID for a private patch?
- How do I download just a service pack?
- What products can I patch using the Smart Update tool?
- Do I need a support contract to download patches from BEA Customer Support?
- How can I query the BEA Customer Support database for information about the problem I am having?

Q. How do I get a Support ID?

A. The Support ID, with which you log in to BEA Customer Support via the Smart Update tool, is simply the user name of your BEA account, also known as a BEA login ID. Anyone with a BEA Support ID can obtain publicly available patches from BEA Customer Support using this ID. To link this ID to a support contract, which enables you also to obtain private patches and service packs, complete the following steps:

1. Log in to the eSupport Web site.
2. Click Profile/Access Management.
3. In the list of links displayed under Profile/Access Management, click Manage User Profile. Update your profile, as appropriate. Make sure you select All BEA Products in the Personalize Your Content section.
4. In the list of links displayed under Profile/Access Management, click Request Contract Support.
5. Click Submit Request.

For more information, see Obtaining a BEA Account and Accessing Your Contract Entitlement.

Q. What is a CR?

A. A CR is a BEA-internal name for a bug report or an enhancement that removes a feature limitation. When you log a problem report to BEA Customer Support, a BEA assigns a CR number to it for internal tracking purposes.

Q. How can I get a fix to a bug or CR? Can I get a patch for a CR?

A. Use the Smart Update tool to view, download, and apply available patches. If a patch is not available from Smart Update to fix your problem, please open a case with BEA Customer Support.

Q. How do I obtain security advisory notifications?

A. Go to the BEA Advisories and Notifications page to see an updated list of advisories and the recommended remedies or patches. You may also register at `http://contact2.bea.com/bea/www/advisories/login.jsp` to receive notification of security advisories.

Q. What is a private patch?

A. A private patch is one that BEA Customer Support makes available to you as part of a custom maintenance solution, and is not generally available from the BEA Customer Support Repository to all customers.

Q. How do I get the ID for a private patch?

A. BEA Customer Support sends the patch ID and passcode to you via email.

Q. How do I download just a service pack?

A. Service packs are available individually for download to users with a valid maintenance contract. You can obtain a service pack in either of the following ways:

- Use the Service Pack Update component of Smart Update to view and download a service pack when it is available for your BEA product. This is the recommended method.
- Log in to the BEA Customer Support Web site, eSupport, and navigate to Product Download and Service Packs in the left navigation bar. Choose your BEA product and the version and service pack you want.

Q. What products can I patch using the Smart Update tool?

A. Using Smart Update, you can obtain and apply patches for the following BEA products:

- WebLogic Server 9.1
- AquaLogic Service Bus 2.1

Future releases of these products, as well as additional products in the WebLogic and AquaLogic product families, will be supported by Smart Update as they are released.

Q. Do I need a support contract to download patches from BEA Customer Support?

A. You do not need a support contract to download publicly available patches. You only need a BEA login ID, which is free to anyone.

However, you do need a support contract to obtain private patches and Service Packs.

Q. How can I query the BEA Customer Support database for information about the problem I am having?

A. At the eSupport Web site, you can browse solutions at Bug Central by choosing Tools—> Browse Solutions. Bug Central is a collection of problem reports, known as CRs, made available to Contract Customer Support users. Not all product CRs are published. The CRs have a limited lifetime in which they are published. When the issue is resolved and a fix is available, the information is published in a product solution in the Support Knowledge Base.