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You have been locked out the system for 60 minutes

Solution

» The problem:

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

Error:

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 into your HESK folder.

  3. You have two options:

    » To remove your own IP address, open remove_ban.php in your browser:
    http://www.domain.com/hesk/remove_ban.php

    » To remove any IP address, open remove_ban.php?ip=ENTER_IP_HERE:
    http://www.domain.com/hesk/remove_ban.php?ip=127.0.0.1

    The above example would remove IP 127.0.0.1 from the ban.

  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.

 
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Article details
Article ID: 69
Category: Problems and Troubleshooting
Rating (Votes): Article rated 3.5/5.0 (135)

 
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