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Troubleshooting Site Accessibility Errors

Internal support steps for troubleshooting when a distributor cannot access or load their Encompass site: reproduce, check connection, note the MySQL server, and escalate to DevOps. v24.01+.

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Written by Bailey Naas-Thornton

Minimum Version Required: 24.01

Pre-Conditions

User calls in and reports that they are unable to access their site.

Steps

  1. Navigate to their site. Are you able to reproduce the issue?

  2. If you are able to access their site, have the user try again. This may have been a temporary issue with the server.

  3. If they are still not able to access the site, have them double check their internet connection. Are they able to access the site from another device or connection? Are other users at their distributor having this issue?

  4. If you are not able to access the site, do you get an error? If so, screenshot the error and attach it to the ticket.

  5. Make note of the server that the site is on. This can be found by clicking on the 3-dot menu in the upper left-hand corner of the screen at the very bottom of the page. It will be MySQL and then a number (ie. MySQL28)

  6. Reach out to the team to see if anyone else is encountering this issue. If so, are they all on the same server? This information will allow the DevOps team to quickly diagnose the issue. Make sure there is not an existing Jira issue already, if there is link yours to the existing issue.

  7. Insert the following write up into the ticket:

  1. Navigate to <<Site URL>>

Expected: Able to access site

Actual: Unable to access site

Be sure to note the server and attach any screenshots you have of errors received.

Once the issue is written up, let the customer know that this is your current highest priority and you will provide an update as quickly as possible. Reach out to a support manager immediately to get in touch with the DevOps team so that the issue can be resolved as quickly as possible.

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