Unable to open secure email error

Products

• Email Security.cloud

Issue/Introduction

External user faced with a "403 Forbidden" error when trying to open their secure PBE email.

Cause

This could be due to the user's internal network or Echoworx could be blocking their IP(s).

Resolution

Steps to resolving the issue:

1. Verify if the user's internal network is not blocking the following IPs from Echoworx, and ensure that these are whitelisted. 

    52.15.236.128 and 18.118.203.165

2. If step 1 did not resolve the issue, please open a support case and provide us with the user's external public IP.