Troubleshooting Oracle Database@AWS

Use the following sections to help troubleshoot networking issues you may encounter with Oracle Database@AWS.

Creation of ODB network fails

When you can't create a ODB network, the following are common causes:

Restricted CIDR Ranges

The ODB network uses specific CIDR ranges for the client and backup subnets. Ensure that the CIDR ranges you've chosen for these subnets do not overlap with any restricted or reserved IP address ranges.

The following CIDR ranges are reserved and cannot be used for the ODB network:

• Oracle cloud reserved range: 169.254.0.0/16

• Reserved Class D: 224.0.0.0 - 239.255.255.255

• Reserved Class E: 240.0.0.0 - 255.255.255.255

• Future OCI use: 100.105.0.0/16

Follow the EC2 rules for CIDR ranges as outlined in the VPC documentation. To learn more, see CIDR block association restrictions.

Additionally, avoid overlap between specified CIDR ranges and those used for VPC connectivity to the ODB network.

Overlapping VPC CIDR

The CIDR range you've specified for the ODB network should not overlap with the CIDR ranges used by any of your existing VPCs. Overlapping CIDR ranges can cause routing conflicts and prevent the successful creation of the ODB network. Check the CIDR ranges of ODB peering VPCs and ensure the ODB network CIDR is unique and non-overlapping.

Ownership of VPCs

The ODB network and the VPC you're connecting to must be owned by the same AWS account. If you're trying to peer the ODB network to a VPC owned by a different account, the creation will fail. Verify that the ODB network and VPC are both owned by the same AWS account.

Lack of a transit gateway

If you add a CIDR range to the ODB network peered CIDR list without attaching a transit gateway to the VPC, the create or update operation fails. There is no requirement about the CIDR ranges that the attachment is used for.

Connectivity issues between your VPC and ODB network or VM clusters

When you can't connect from your VPC to the ODB network or the VM clusters within it, the following are common causes:

• Verifying VPC configuration – In the Oracle Database@AWS console, locate the VPC that is peered with the ODB network. Confirm the VPC ID matches the one shown in the ODB network details.

• Inspecting route tables – In the Amazon VPC console, find the route table attached to the subnet where your application is running. Check for a route with a destination CIDR that matches the client subnet CIDR of the ODB network. Confirm that this route points to the correct ODB network ARN. If the route is missing, add a new one to the ODB network's client subnet CIDR.

• Validating peered CIDRs – Review the Peered CIDRs section in the ODB network details. Confirm all the relevant CIDR blocks from your VPC are listed. If a required CIDR is missing, update the peered CIDRs.

• Checking security group rules – In the Amazon EC2 console, locate the security groups for resources in your VPC. Review the inbound and outbound rules, updating them as needed to permit the necessary traffic.

• Confirming Availability Zones – In the Amazon VPC console, identify the Availability Zone (AZ) of your subnet. Verify that the ODB network is also deployed in the same AZ as your subnet.

• Avoiding multiple ODB network peering connections – Check your VPC peering connections in the Oracle Database@AWS Console. Make sure you have only one active connection to an ODB network. If you see more than one ODB network peering, remove the extra ones.

Unresolvable hostnames or scannames of VM clusters from VPC

If the hostnames or scannames of the VM clusters are not resolvable from your VPC, configure DNS forwarding on the VPC and the following resources to resolve DNS records hosted on the ODB network:

• An outbound endpoint to send DNS queries to the ODB network. For more information, see Configuring an outbound endpoint in an ODB network in Oracle Database@AWS.

• A resolver rule to specify the domain name of the DNS queries that the resolver forwards to the DNS for ODB network. For more information, see Configuring a resolver rule in Oracle Database@AWS.

Getting support for Oracle Database@AWS

Learn how to get information and support for Oracle Database@AWS.

Oracle support scope and contact information

Oracle Cloud Support is the first line of support for all Oracle Database@AWS questions. To contact support, sign in to the Oracle Cloud Infrastructure (OCI) Console, then select the life raft icon. If you don't have a My Oracle Cloud Support account, see My Oracle Cloud Support accounts and access.

Examples of issues that Oracle Support can help you with include the following:

• Database connection issues (Oracle TNS)

• Oracle Database performance issues

• Oracle Database error resolution

• Networking issues related to communications with the OCI tenancy associated with the service

• Quota (limits) increases to receive more capacity (for more information, see Requesting a Limit Increase for Database Resources)

• Scaling to add more compute and storage capacity to your Oracle Database infrastructure

• New generation hardware upgrades

• Billing issues related to your AWS Marketplace charges

If you need to contact Oracle Support outside of the OCI Console, tell your Oracle Support agent that your issue is related to Oracle Database@AWS. This is because requests for this service are handled by an OCI support team that specializes with these deployments.

Contacting Oracle support by phone

1. Call 1-800-223-1711. If you are outside of the United States, visit Oracle Support Contacts Global Directory to find contact information for your country or region.

2. Choose option "2" to open a new Service Request (SR).

3. Choose option "4" for "unsure".

4. Let the agent know that you have an issue with your multicloud system, and the name of the product. An internal Service Request will be opened on your behalf and an OCI support engineer will contact you directly.

You can also submit a question to the Multicloud forum in Oracle's Cloud Customer Connect community. This option is available to all customers.

My Oracle Cloud Support accounts and access

To create My Oracle Cloud Support service request tickets, the administrator of your organization's Oracle Database@AWS service must approve your request. If you're the Oracle Database@AWS administrator, complete the My Oracle Cloud Support onboarding instructions included in the Oracle Database@AWS service activation email.

You can find instructions for onboarding with My Oracle Cloud Support in the following topics:

• Configuring Your Oracle Support Account

• Creating a Support Request

For instructions on approving users to open My Oracle Cloud Support support requests, see Administrator Tasks for Support.

AWS Support scope and contact information

AWS Support is your first line of support for all AWS-related issues and questions. Create an AWS Support case for your issue, as you do with other AWS services. The AWS Support team collaborates with OCI Support as needed.

Examples of Oracle Database@AWS issues that AWS Support can help you with include the following:

• Virtual networking issues including those involving network address translation (NAT), firewalls, DNS and traffic management, and AWS subnets

• Bastion and virtual machine (VM) issues including database host connection, software installation, latency, and host performance

• Exadata VM cluster metrics reporting within Amazon CloudWatch

• Billing issues related to AWS services

For information on AWS Support, see Getting started with AWS Support.

Oracle service level agreements

If you have questions about Oracle Database@AWS Service Level Agreements (SLAs), or want to request service credits for SLA breaches, contact your Oracle account manager. See Service Level Agreements for more information.