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Network Issues Flow

Follow the steps in the flowcharts below for each network issue. The steps will walk you through the process of getting what information/files you need to submit in your technical clarification ticket.

Flow 1 - 500 Level Errors

In the case of a General any 500 level error (500, 502, 503, etc), please submit the following with your technical clarification:

  1. Screenshot [1] with timestamp
  2. Screenshot [2] with timestamp 10 mins after the first
  3. Detailed notes on what task was being done on the site right before the 500 error occurred

Please submit the following with your technical clarification if the above issues are occurring on only one site:

  1. Timestamp of the first time the issue occurred
  2. All information and screenshots, videos, or files requested above in Flow 1

If you are experiencing this error on more than one site, please follow the steps shown in Flow 3.

Flow 3 - Errors on multiple sites

Please submit the following with your technical clarification if the above issues are occurring on more than one site:

  1. Number # of users impacted by this issue
  2. Number # of locations where this issue is occurring
  3. Timestamp of the first time the issue was noticed before it started occurring elsewhere
  4. All information and screenshots, videos, or files requested in Flow 1 or Flow 2, depending on what the issue is

 

Flow 2 - Slow Loading Website

Please submit the following with your technical clarification if the site is loading very slowly:

  1. Timestamp of the first time the site started lagging or loading slow
  2. Screenshot with timestamp in Firefox's incognito / private mode
  3. Screenshot with timestamp in Chrome's incognito / private mode
  4. Short video [1] from the time of pasting URL in incognito browser to site fully loaded
  5. Screenshot [2] of entire trace route window
  6. Notes on what task was being done, if any, on the site right before it got slow

Please submit the following with your technical clarification if the site is not loading at all:

  1. Screenshot [1] or video with timestamp of the website when you visit it
  2. Screenshot [2] of trace route window
  3. Statement verifying the issue is also occurring for someone in leadership
  4. Notes on what task was being done, if any, on the site right before it started loading slow

Please submit the following with your technical clarification if the above issues are occurring on only one site:

  1. Timestamp of the first time the issue occurred
  2. All information and screenshots, videos, or files requested above in Flow 2

If you are experiencing this error on more than one site, please follow the steps shown in Flow 3.

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