Firewall blocked - I'm getting 403 errors, unable to connect or timeouts

If you find that you are unable to:

  • open your website - it just times out or takes too long to respond
  • connect to webmail or cPanel - it just times out or takes too long to respond
  • send or receive email (your email software says it can't connect to the server)

then it is most likely that the external/public IP address of your internet connection has been blocked for some reason.

There are some other reasons why you might see a 403 error and these are mentioned later in this document.

How to remove your IP address from the firewall

You can get your IP address unblocked easily from within your Krystal Client Area.

  1. Within your Krystal client area - click on the My Services icon or click Services > My Services on the menu to view your current plans.
  2. Click Manage Product next to the plan you'd like to check.
  3. You'll see the current status of the IP address you are connecting from in the Check firewall box. This will auto-update when you visit this page.
    You can click Check Firewall to check again. You also have the option to check a different IP address - perhaps for a remote designer or developer who's been locked out. You can easily find out your external/public IP address by visiting View My IP - external link opens in a new window.
    If you have been blocked this check will unblock you - subject to the conditions below.

About our IP address blocking policies

In order to protect our service from abuse, the following events will lead to your IP address being blocked. Usually, this is only temporary (usually 20 minutes), but it may become permanent if you are temporarily blocked more than 3 times within a 24 hour period. Common reasons for your IP address becoming blocked include (in order of popularity):

  • Using an incorrect username/password combination into cPanel more than 5 times in a few minutes.
  • Using an incorrect email address/password more than 5 times in a few minutes into webmail. If you have misconfigured Outlook, Mail or other email software on your PC or Mobile device to automatically fetch email using the wrong email address/password combination, this will also cause your IP address to be blocked.
  • Using an incorrect username/password more than 5 times in a few minutes into a password-protected web page.
  • Collecting POP3 email more than 90 times in an hour (from a specific IP address from a specific mailbox).
  • Accessing a page using URL parameters that have been blocked by Mod Security more than 5 times in a few minutes.

Web developers - Other reason you may see a 403

Missing index file in the URL you have browsed

If you are trying to browse to your website and you get a 403 error, then you have probably not uploaded a suitable index file into your public_html/ directory. Read our article Where should I upload my website files?

Incorrect file permissions

In order for the world to be able to browse your website, you have to give it permission! This is usually all handled automatically when you upload files. However, if you have been working with permissions, then it's possible something might be set incorrectly. Please read the article What file and directory permissions should I use for my web files?

Mod Security has blocked access to the page due to a rule infringement

If you have just added new scripts/modules/plug-ins to your website it is also possible that mod_security might be triggered. While this is rare, if you experience a series of 403 forbidden errors, and then find yourself unable to connect, then it is likely that mod_security has logged security events which have lead to your IP being blocked temporarily.

In this event, please contact us giving full details of the URL you were using, the time of the events and your public IP address (available from View My IP - external link opens in a new window). We will then analyse the mod security logs and find out what rules were triggered if any.


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