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Access Denied issue

shabaz

Hi,

Since yesterday afternoon or so, the system seems very unstable.

I keep getting Access Denied messages, and it takes a while (maybe five minutes) for the system to be up and working again, but it can occur again within minutes. This must have happened at least 20 times today.

It might be related to pop-ups; whenever I see an element14 popup appear in Windows bottom-right, and if I click on it, it may occur at that point, but I'm not 100% sure.

I don't know if this is related to DoS attack prevention or something - I've not had a chance to test it from mobile connection when it occurs from broadband connection.

UK times on Sunday 5th Nov:

Time: 17:21

Access Denied
You don't have permission to access "">community.element14.com/.../pico-pio-state-machine-implements-an-peripheral-can---1-example" on this server.
Reference #18.868f7b5c.1667668944.144fcc8

Time: 18:36

Access Denied
You don't have permission to access "">community.element14.com/ on this server.
Reference #18.868f7b5c.1667673317.1c8da8d


Time: 19:26
Access Denied
You don't have permission to access "">community.element14.com/.../201911" on this server.
Reference #18.868f7b5c.1667676361.22668a7

image

Top Replies

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  • 0

    Hi   and  

    It just occurred for me again at around 02.14am UK time (9th Nov), I'm not entirely sure of the time but I think that is it) and this time my laptop had been on for hours, connected to the network. I had been working on other stuff, but had some element14 web pages open that I was not using. As soon as I replied to a discussion (it was a TM discussion) at that time, I immediately saw the Access Denied. I actually thought the comment had not worked, but it had, because I saw it in my e-mail.

    I think you're right, it occurs most often when the site has not been used for a while and then the user begins using it.

    I don't know if any of this helps or not.

      

  • 0 in reply to shabaz
    shabaz said:

    I think you're right, it occurs most often when the site has not been used for a while and then the user begins using it.

    When I have more information from the vendor then we'll make an announcement about it. Until then I'm waiting for updates from the dev team.

  • 0 in reply to shabaz

    It took me about 3 hours this morning to get past reCaptcha timeouts. Then when I finally got logged in another 2 hours of timeouts and gateway errors before returning back to normality. 

  • Anonymous
    0 Anonymous in reply to beacon_dave

    As soon as you typed that, the top-right popup showed me there was a message, and then immediately I got the blue popups again, and again Access Denied. Perhaps this issue is partially related to those popups. Think the site needs to disable functionality to the bare miminum, and get that functioning, before trying to implement the luxury stuff like popups and even Likes it seems. It's also not right to misuse DoS prevention for preventing a bug from crashing the site. That's not what it's supposed to be there for, affecting legitimate users.

  • Anonymous
    0 Anonymous in reply to beacon_dave

    My reply got moderated out. No idea why. Anyway your message caused the Access Denied issue. So in summary, clicking Like, or writing a comment, or people writing me a comment will cause me to be locked out. 

    What else can I add to the list! : )

  • 0 in reply to beacon_dave

    All replies I'm typing are getting moderated out. The system is broken beyond belief.

  • 0 in reply to beacon_dave

    When you typed that comment, I got a popup informing me of it, and then immediately the blue error popup, and Access Denied. 

    In summary, clicking on Like causes Access Denied,  and if I write a comment it causes it, and if anyone writes a comment to me then that causes it too, each time getting locked out. 

    What else can I pile onto the list of stuff that is causing this issue.

    I typed (but it got moderated out by the system) that the DoS system is being misused. It was never intended to act as a band-aid to cover a bug. The DoS system isn't supposed to lock out legitimate users, even as a workaround.

  • 0 in reply to shabaz

    I also don't get why I have not been approached for troubleshooting (beyond what I presumed is the minimum needed, which I have already supplied), since I can consistently currently see this Access Denied issue. Surely if this has been reported to Verint as a sev 1, Verint ought to be falling over themselves to request a webex or something, so they can grab all the debug they need. It just gives the impression this isn't all that important to anyone to fix.

  • 0 in reply to shabaz

    Hi shabaz,

    I'll take a look at this first thing when I get into the office next (probably Tuesday). It's not right if you have a way of causing this to happen automatically.

    We log all of these and I have your IP, so I'll take a look.

    It is entirely possible you have a tab open hitting the site that is bugging out and hitting the site a lot. Bear in mind that might not be on the device you're posting on.

    This functionality is not aiming to impact you but to prevent the site from becoming unreliable, but if the fix is worse than the problem, then we absolutely have to do something about that.

    And we are talking with verint about this. It's our biggest priority.

    It's so frustrating for us because we've put a ton of work into making the platform useable and doing all the things the previous platform did, and it so nearly does everything we want it to do. There's a lot I like about it. But the reliability issue is an absolute heartbreak to deal with, none of these issues surface on our test sites, even under full stress tests, and we only see the issues happen on the live site.

    We're doing all we can to try to resolve it.

  • 0 in reply to shabaz

    It is sad to see our favorite forum slow down on the weekends, but I'm sure they are working on it.

    I just wish I could edit my comments on blogs to fix my typos! LOL

  • 0 in reply to Dudley

    Hi Dudley,

    Is the current issue related to the pop-up alerts or Likes? If so, is there any chance they could just be disabled, until the solution for that is found?

    How are those popups sent to the browser, is is a WebSocket open or something? Wondering if that could be completely disabled, so that a user doesn't get any pop-ups, just to reduce asynchronous activity a bit, in case it's a race condition (which I guess is highly likely.. I don't know web development, but it was a typical problem in any real-time system, especially when the underlying platforms perform at different speeds occasionally compared to what was tested). It would for sure be annoying if there was no Like button, but probably people would understand if it's a temporary thing (even if it was for many weeks).

  • 0 in reply to Anonymous
    Anonymous said:
    It's also not right to misuse DoS prevention

    The bug is a DoS that brings down the site, the DoS prevention is doing its job of preventing a DoS.

    Anonymous said:
    affecting legitimate users.

    There's no denying it is truly frustrating for everyone involved.

Reply Children
  • 0 in reply to cstanton

    Anonymous is me by the way, I don't know why it came up as Anonymous (maybe the site logged me out while I was typing a comment or something). Definitely going to have to agree to disagree on this. But it's not my solution, everyone implements things/does things in different ways.

  • 0 in reply to shabaz
    shabaz said:
    Definitely going to have to agree to disagree on this

    I think we can agree it's definitely not a solution to the problem and shouldn't be the ultimate solution to the problem, we do have high-severity cases open with the platform vendor about it.