Minimum Version Required: 26.01
Pre-Conditions
Requires an active internet connection.
Must have an active user account for the application or system.
Must be attempting to access a specific URL, page, or resource within the system that is currently returning the error.
Steps
Verify Authentication Session: Ensure you are fully logged into the system. If your session has timed out, log out completely and log back in to refresh your authentication status.
Refresh the Page and Clear Cache: Perform a hard refresh of your browser or clear your browser's cache and cookies. This resolves potential Cross-Site Request Forgery (CSRF) verification failures or stale security tokens.
Verify URL and Token Expiration: If you are using a shared link, signed URL, or access token, verify that it has not expired. Time-bound tokens will automatically restrict access once their timeframe elapses; request a new link if necessary.
Check User Permissions: Confirm with your system administrator that your user account has the required functional permissions and is assigned to the correct security role or Access Control List (ACL) to view the requested resource.
Review Network and IP Restrictions: Ensure you are accessing the system from an approved network environment. If your organization utilizes a Web Application Firewall (WAF) or IP restriction rules, being off-VPN or on a restricted public network can cause a 403 error.
Contact Support: If the issue persists after completing the above steps, please contact support. To expedite troubleshooting, gather and provide the following specific information:
Exact error messages or codes encountered on the page.
Screenshots or video recordings of the issue.
Browser console logs or network trace files (e.g., HAR files), if applicable.
The exact steps taken by the customer that led to the issue (including the specific URL being accessed).
The date and time the issue was first observed and any recurrence.
Any changes made to the system, network, or user account before the issue appeared.
Fields And Definitions
403 Forbidden: An HTTP status code indicating that the server successfully received the request but refuses to authorize it, usually due to lacking appropriate rights.
Access Control List (ACL): A configuration list specifying which users or system processes are granted access to particular objects, as well as what operations are allowed on given objects.
CSRF Verification: Cross-Site Request Forgery (CSRF) tokens are unique, secret, and unpredictable values generated by the server side to protect against unauthorized commands. A failure in this validation prevents access.
WAF (Web Application Firewall): A security system that monitors, filters, and blocks HTTP traffic to and from a web application, often enforcing security policies and IP whitelisting.
Signed URL / Time-bound Token: A customized URL or temporary digital key providing limited permission and time to make a request, typically used for secure document sharing or API access.
Best Practices
Role Auditing: Administrators should regularly audit and update security roles, user permissions, and ACLs to ensure users have the exact access necessary for their operational duties.
Token Management: When generating signed URLs or time-bound tokens, clearly communicate the expiration time to the end-user to prevent access confusion.
Network Awareness: For systems behind strict firewalls, encourage users to verify their VPN connection or network environment before accessing restricted internal tools.
Session Maintenance: Users should avoid keeping idle tabs open for extended periods to prevent stale CSRF tokens and session timeouts.