Overview

Sometimes your mobile users may encounter an error such as 403 Forbidden or Page Timeout when trying to load your Jive Community site on a phone or mobile client.  This article details how to diagnose and resolve this issue. 

Environment

• Jive Hosted
  
• Jive Cloud
• Jive On-Prem

Diagnosis

When mobile users are trying to accessing your Jive community site from a remote location outside of your network and not using a VPN, the usual page doesn't load and instead, they see a 'Page Timeout' or '403 Forbidden' error.  Other users inside your corporate network are not affected.

Resolution

This issue is likely due to a firewall, IP address restriction, or IP filtering misconfiguration.

To solve the issue, do the following:

1. Check the IP address of the users affected.

2. Compare the IP address with your IP restrictions whitelist or blacklist.  Check that you haven't accidentally added your own IP address to the list of blacklisted addresses, or removed it from the whitelist.

3. If users normally require a VPN connection, check that the VPN client is connected.

4. Also, be careful not to add private network IP addresses to your list of IP restrictions.

5. If you do not know your IP restrictions and you are a Jive Hosted customer, see the article How to Configure IP Address Restrictions, Whitelisting and Blacklisting for more information. 

6. If you are a Jive On-Prem customer, please contact your network administrator to check your internal firewall configuration.

7. If you are a Jive Cloud customer, or otherwise still need assistance, please contact Jive Support to verify the existing IP restrictions list for your instance.