Help Desk Software

You have been locked out the system for 60 minutes

» The problem:

When you try to access HESK you see this error message:


You have been locked out the system for 60 minutes because of too many login failures.


» Why is this happening?

You (or someone else from the same IP address) have been temporarily banned by HESK because of too many failed login attempts.

This happens either to staff trying to login into HESK with wrong usernames/passwords or to customers trying to enter wrong ticket tracking IDs.


» The solution:

The ban is temporary and will void after 60 minutes by default.

To manually remove the ban follow these steps:

  1. Download this file.

  2. Upload the remove-ban.php file into your HESK folder.

  3. You have three options:

    » To unblock your own IP address, open remove-ban.php in your browser:

    » To unblock a single IP address, open remove-ban.php?ip=IP_ADDRESS_HERE in your browser:

    » To unblock all IP addresses, open remove-ban.php?ip=ALL in your browser:

  4. When done, delete the remove-ban.php file from the server


» Notes:

  • You may customize blocking settings (enable/disable, number of minutes, number of failed attempts) in HESK admin panel.

  • If you lost your login details you may want to reset your password.

Help Desk Software