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Hello, I'm Dr. Deb and will do my best to help you today.
I'm sorry for this concern for Diesel. A video may be very helpful if you can post it. This LINK walks you through the process if you're uncertain how to do it.
Does he tend to eat sticks, bones or other things in addition to the rawhide you mentioned?
I'm sorry that the site is giving you difficulties which does sometimes happen and I'm clueless as to why:( I have a pretty good idea of what he's doing so a video isn't essential but another option would be to post it to YouTube and send me the link.
Unfortunately, I'm not equipped to take phone calls and hope that this format is acceptable to you. If it's not, please let me know and I'll opt out so that the question will be opened for other experts who do take phone calls.
My apologies for the inconvenience. Deb