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<html><head>
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<h1> <p align="left" style="margin-left:40px;">Troubleshooting and Risk</p></h1>
<p align="left" style="margin-left:40px; margin-bottom:40px">Use this topic to find solutions to common problems.</p>
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<p align="left" style="margin-left:40px;"><strong>In this article:</strong></p>
<ul>
<p><a href="#riskorkdown">Orkin.com or Orkincanada.ca is Down </a></p>
<p><a href="#riskawscase">Opening a Support Case for Amazon Web Services (AWS)</a></p>
<p><a href="#riskfrandown">International Franchise Site is Inaccessible</a></p>
<p><a href="#risknoimage">Site Does Not Display Images or Updated Content</a></p>
<p><a href="#riskghub">Avoiding Accidental Overwrites in GitHub </a></p>
<p><a href="phonekeyword.htm#limrisk">Troubleshooting the Call Conversion Tracking Process</a></p>
<p><a href="#riskbasic">Basic Troubleshooting Procedures</a></p>
<p><a href="#riskmoreinfo">Read More About Troubleshooting and Risk</a></p>
<p><a href="#riskrelated">Related Topics</a></p>
</ul>
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<div class="body">
<h4 id="riskorkdown" style="margin-left: 40px; margin-top: 100px; border-top: thin solid #bcbeb0; width:30%">Orkin.com or Orkincanada.ca is Down
</h4>
<p style="margin-left:40px">The Marketing Technology team uses the website monitoring service, Pingdom, to monitor Orkin websites and issue alerts if a site is unresponsive. </p>
<p style="margin-left:40px"> If you suspect that an Orkin website is down, escalate this to the Marketing Technology team by emailing <a href="mailto:MarketingTechAlerts@Rollins.com">MarketingTechAlerts@Rollins.com.</a></p>
<p style="margin-left:40px">The Marketing Technology team relies on experience and expertise to troubleshoot these issues, and may use tests and solutions such as:</p>
<ul style="list-style-type:disc; margin-left:30px">
<li>Attempts to access the site from various devices and networks, to ensure the problem is not isolated to the Rollins network</li>
<li>Assessing specific errors, such as 404 Page Not Found and 403 Forbidden, for indications of the nature of the issue</li>
<li>Monitoring the AWS Dashboard status check logs for website and database instances</li>
<li>Reviewing the AWS Dashboard CloudWatch metrics for abnormal CPU activity</li>
<li>Rebooting the production website instances</li>
<li>Examining the public DNS, using the PuTTY console, to locate errors</li>
<li>Examining each application connected to the production website, to isolate the issue</li></ul></p>
<h4 id="riskawscase" style="margin-left:40px; margin-top:100px; border-top: thin solid #bcbeb0; width:30%">Opening a Support Case for Amazon Web Services (AWS)</h4>
<p style="margin-left:40px">To open a support case in AWS, follow these steps:<br>
<ol style="margin-left:30px">
<li>Navigate to <a href="https://rollins.signin.aws.amazon.com/console">https://rollins.signin.aws.amazon.com/console</a> and log into the Rollins AWS account using the Marketing Technology credentials.</li>
<li>Navigate to the Support Center.</li>
<li>Click Create Case.</li>
<li>Populate all relevant fields and provide as much detail as possible about the issue. Select the
appropriate Service and Category.
<li>Select a contact method. If the severity of the problem is high, it is preferrable to select Phone as your contact method.<br>
<font color="red"> <strong>IMPORTANT: </strong></font>Select the <a href="popawsseverity.html" target="popup" onclick= "window.open('popawsseverity.html','popup','width=400,height=300,scrollbars=no,resizable=no'); return false;">appropriate severity level.</a> The severity level is critical to the turnaround time for AWS Support.
<li>Click Submit.
</ol>
<h4 id="riskfrandown" style="margin-left:40px; margin-top:100px; border-top: thin solid #bcbeb0; width:30%">International Franchise Site is Inaccessible</h4>
<p style="margin-left:40px">If a franchisee, consumer, or Rollins employee is unable to access a franchise website, follow these troubleshooting steps:<br>
<ul style="list-style-type:disc; margin-left:30px">
<li>Ensure that other websites can be accessed; for example, google.com and bbcnews.com.</li>
<li>Refresh the browser window. To force a full refresh, press Ctrl-F5.</li>
<li>Attempt to access the site using different browsers.</li>
<li>Clear the <a href="#riskbcache">browser cache</a>.</li>
<li>Attempt to access the site from a different network. </li>
<ul>
<li>If the computer is using a Wi-Fi connection, connect to a different Wi-Fi network. </li>
<li>Use a mobile device to access the site.</li>
<li>Solicit feedback from coworkers in remote workspaces.</li>
</ul></ul><br><br>
<p style="margin-left:40px">If these steps fail to correct the problem, contact the Marketing Technology team. Before investigating at the server level, the Marketing Technology team may attempt further troubleshooting prior to investigating the server, including:</p>
<ul style="list-style-type:disc; margin-left:30px">
<li><a href="#riskping">Ping</a> the website. </li>
<li>Use a web service such as <a href="http://www.isitdownrightnow.com">www.isitdownrightnow.com</a>. Navigate to this website and enter the URL of the problematic franchise website. </li>
<li>Check the firewall settings on the network, if the problem occurs on a LAN.</li>
<li>Determine if the network includes web filtering software.</li>
<li>Check the <a href="#riskhosts">Windows HOSTS file</a> to ensure no Blocked list is defined. </li>
<li>Attempt to access the site using the IP address.</li>
<li>Clear the computer’s <a href="#riskdcache">DNS cache</a>.</li>
<li>Inspect the site on the hosting server.</li>
</ul>
<br>
<br>
<h4 id="risknoimage" style="margin-left:40px; margin-top:100px; border-top: thin solid #bcbeb0; width:30%">Site Does Not Display Images or Updated Content</h4>
<p style="margin-left:40px">If a franchisee, consumer, or Rollins employee experiences image loading problems on a website, or recent updates are not displayed, follow these troubleshooting steps:<br>
</p>
<p style="margin-left:40px"><ul style="list-style-type:disc; margin-left:30px">
<li>Refresh the browser window. To force a full refresh, press Ctrl-F5.</li>
<li>Attempt to access the site using different browsers.</li>
<li>Clear the <a href="#riskbcache">browser cache</a>.</li>
<li>Attempt to access the site from a different network. </li>
<ul>
<li>If the computer is using a Wi-Fi connection, connect to a different Wi-Fi network. </li>
<li>Use a mobile device to access the site.</li>
<li>Solicit feedback from coworkers in remote workspaces.</li>
</ul>
</ul>
<ul style="list-style-type:disc; margin-left:30px"><li>Inspect the site on the hosting server.</li></ul></ul>
</p>
<h4 id="riskghub" style="margin-left:40px; margin-top:100px; border-top: thin solid #bcbeb0; width:30%">Avoiding Accidental Overwrites in GitHub </h4>
<p style="margin-left:40px">To avoid deploying outdated or incorrect code to production, it is critical that the Rollins Marketing Technology team and all Rollins contributors adhere to best practices when committing code to GitHub repositories. <br>See <a href="github.htm#ghubrisk">Mitigating Risk in GitHub Version Control</a> for procedures and best practices. <br><br>
<font color="red"> <strong>IMPORTANT: </strong></font>Always Pull, then Push.<br>
To ensure you are always working on the latest code base, pull from the <u>dev.orkin.com</u> repository, resolve any conflicts,
then push the code back
to <u>dev.orkin.com</u>.<br></p>
<h4 style="margin-left:40px"> </h4>
<h4 style="margin-left:40px; margin-top:100px; border-top: thin solid #bcbeb0; width:30%"><a href="phonekeyword.htm">Troubleshooting the Call Conversion Tracking Process</a></h4>
<h4 id="riskbasic" style="margin-left:40px; margin-top:100px; border-top: thin solid #bcbeb0; width:30%">Basic Troubleshooting Procedures</h4>
<p style="margin-left:40px"> Many minor problems can be easily investigated or corrected using these basic procedures. </p><br>
<p id="riskping" style="margin-left:40px"><strong>Pinging a Website</strong></p>
<p style="margin-left:40px">To ping a website, follow these steps:</p>
<ol style="margin-left:40px">
<li>Open the Command Prompt in Windows. Click the Start button and enter <strong>cmd</strong> into the Search field. Press Enter to launch the Command Prompt.</li>
<li>Type <span style="font-family:'Courier New'; ">ping hostname</span> - for example, type <span style="font-family:'Courier New'; ">ping orkin.com</span></li>
<li>A successful Ping command will return lines that display how long it took the address to respond.</li>
</ol><br><br>
<p id="riskbcache"style="margin-left:40px"><strong>Clearing the Browser Cache</strong><br><br>
To delete your browser cache, <a href="http://www.pcmag.com/article2/0,2817,2480401,00.asp" target="new">follow these steps</a><a href="http://www.pcmag.com/article2/0,2817,2480401,00.asp"></a>.</p>
<p style="margin-left:40px"> </p>
<p id="riskdcache" style="margin-left:40px"><strong>Flushing the DNS Cache</strong><br><br>
To ensure rapid page loading, your computer automatically caches information about websites you visit. If a web page fails to load, the problem could be due to a DNS cache that is not updated. Flushing your DNS cache forces your computer to request current information from the website. To flush your DNS cache, follow these steps:<br>
<font color="red"> <strong>IMPORTANT:</strong></font> Only members of the Marketing Technology team should flush the DNS cache. These procedures may require administrator access to your computer.</span></p>
<p style="margin-left:40px"><strong>Windows</strong></p>
<ol style="margin-left:40px">
<li>On your Windows computer, select <strong>Start</strong> and type cmd in the search field.</li>
<li>Press <strong>Enter</strong>. A command prompt is displayed.</li>
<li>Type <span style="font-family:'Courier New'; ">ipconfig /flushdns </span>and press <strong>Enter</strong>. A message confirms that the flush is successful.<strong></strong></li>
</ol>
<p style="margin-left:40px"><strong>Mac</strong></p>
<ol style="margin-left:40px">
<li>On your Mac computer, navigate to <strong>Applications > Utilities</strong> and double-click <strong>Terminal</strong>.</li>
<li>Type <span style="font-family:'Courier New'; ">- dscacheutil –flushcache </span> and press <strong>Enter</strong>.</li>
<li>Type <span style="font-family:'Courier New'; ">sudo killall -HUP mDNSResponder </span>and press <strong>Enter</strong>. This command reloads the DNS cache.</li>
</ol>
<p> </p>
<p id="riskhosts"style="margin-left:40px"><strong>Inspecting the HOSTS file for Blocked Sites</strong><br>
<br>
The Windows HOSTS file can be used to block websites. If a Rollins employee or a franchisee cannot access a website, open the HOSTS file to ensure that website is not entered as a blocked site. To check the file, follow these steps:</p>
<p style="margin-left:40px"><br>
<font color="red"> <strong>IMPORTANT:</strong></font> Only members of the Marketing Technology team who are experienced in Windows administration should inspect this system file.</p>
<p style="margin-left:40px"> </p>
<ol style="margin-left:40px">
<li>Navigate to <span style="font-family:'Courier New'; "> C:\Windows\system32\drivers\etc\</span> and locate <span style="font-family:'Courier New'; ">hosts.</span></li>
<li>Right click the <span style="font-family:'Courier New'; ">hosts</span> file and select Copy. This creates a backup copy of the file. </li>
<li> Open <span style="font-family:'Courier New'; ">hosts</span> in a text editor and scroll to the end of the file.</li>
<li><strong></strong> Below the code <span style="font-family:'Courier New'; ">127.0.0.1 local host</span>, a list of blocked sites may be listed. If no sites are listed below <span style="font-family:'Courier New'; ">localhost</span>, the HOSTS file is not the cause of the issue. Close the file without saving.
<br> If blocked sites are listed below <span style="font-family:'Courier New'; ">localhost</span>, and the franchise website appears in the list, delete that line, and close and save the file. </li>
</ol>
<p style="margin-left:80px"><img src="images/hostsfile.png" width="450" height="392" alt=""/></p>
<h4 id="riskmoreinfo" style="margin-left:40px; margin-top:100px; border-top: thin solid #bcbeb0; width:30%">Read More About Troubleshooting and Risk</h4>
<p style="margin-left:40px">For in-depth troubleshooting guidance, see:</p>
<p style="margin-left:40px"><a href="https://docs.aws.amazon.com/AWSCloudFormation/latest/UserGuide/troubleshooting.html#basic-ts-guide" target="new">Troubleshooting AWS CloudFormation</a></p>
<p style="margin-left:40px"><a href="http://docs.aws.amazon.com/AmazonRDS/latest/UserGuide/CHAP_Troubleshooting.html" target="new">Troubleshooting AWS Relational Database Service</a></p>
<p style="margin-left:40px"><a href="https://aws.amazon.com/documentation/" target="new">AWS Documentation</a></p>
</div>
<p id="riskrelated" align="left" style="margin-left:40px; margin-top:100px"><strong>Related Topics:</strong></p>
<ul>
<p><a href="bestpractices.htm">Technical Procedures and Best Practices</a></p>
<p><a href="Sprint_Deploy.htm">Sprint Cycle and Deployment</a></p>
<p><a href="Sprint_Deploy.htm#changemgt">Software Change Management</a></p>
<p><a href="Sprint_Deploy.htm#appliedrol">Applied Change Management in Rollins Marketing</a></p>
<p><a href="popsprintcal.html" target="popup" onclick= "window.open('popsprintcal.html','popup','width=1100,height=1000,scrollbars=no,resizable=no'); return false;">Rollins Marketing Release Cycle</a></p>
<p><a href="Sprint_Deploy.htm#sprintagile">About Agile Software Development</a></p>
<p><a href="Sprint_Deploy.htm#sprintscrum">Scrum Methodology</a></p>
</ul>
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