Website Taking Too Long To Respond

Summary

Sometimes, you may encounter that your websites is not loading in your internet connection, and showing error in browser with message with "too long to respond". This happens only on specific internet connection, and if you try browsing from different internet connection or location your services should be online as normal.

Cause: 

This happens when your IP address is blocked by our firewall for various reasons. We have encountered this issue caused by following probable causes:

• Invalid login attempts to cPanel (more than 5 attempts)
• Invalid login attempts to WebMail (more than 5 attempts)
• Invalid login attempts to WHM (if you are server owner or a reseller) - (more than 5 attempts)
• Triggered by ModSecurity plugin in your cPanel. (You can find more about ModSecurity Plugin here: https://support.thulo.com/threads/how-to-enabledisable-mod-security-in-cpanel )

Solutions:

Quick Fix 1 (Restart Your Internet Router): Quick fix you can implement as solution is to restart your main internet router, this will reset your IP address and your will be access your services. 

Quick Fix 2 (Whitelist Your IP Address in Firewall): If you are using dedicated IP address, you can provide your dedicated IP address by opening a ticket and ask our support team to whitelist the ip address. 

NOTE: You can submit support ticket by logging into your account and click "Open a New Ticket" button on top left of your screen or visit: https://business.thulo.com/account/submitticket.php)

Quick Fix 3 (Disable ModSecurity Plugin in cPanel): If your blocked is caused by ModSecurity, you can disable the ModSecurity plugin from your cPanel for the main domain or subdomain. Please follow the instructions here: https://support.thulo.com/threads/how-to-enabledisable-mod-security-in-cpanel 

Quick Fix 4 (Open a Ticket): Ask our support team to check the issue, and unblocked the IP address. However, this will take longer to solve and your tickets should be responded within 60 minutes. 

NOTE: You can submit support ticket by logging into your account and click "Open a New Ticket" button on top left of your screen or visit: https://business.thulo.com/account/submitticket.php)

Things to Re-Consider:

It gives you total of 5 times before you are blocked, to fix the issue you might want to convey to your team member not to try multiple times for the webmail login attempts. 

Also, sometime this happens when user reset password from webmail and forget to update in their devices. So, ask your team members to change the password immediately in the devices once changed from webmail. As the email client software in the mobile or desktop devices will try to access the mail, and when it is changed from webmail, it will give invalid login leading to the IP blockage by our firewall. 

That's it!