Hello Olivier,

We have forwarded your ticket to our level 2 agents and as soon as we get some feedback from them we will contact you immediately.

Hello Olivier,

we tried on Google Chrome and Mozilla on desktop;

and it seems that this happens only for non-logged users;

there is this error 403 ( Forbidden access) :

Can you please try to access the page as non logged user, for example from incognito browser, see if you can just see this "spinning loader"?

Then visit the page as logged user, or Admin - and if you can see it, then you have permission issues on site.

This most probably means that your hosting support needs to modify permissions.

Please contact your hosting support, show them our screenshots and explain that the Amelia plugin content is only showing for people who are logged in,

and for non-logged people it is not correctly loading on the front-end.

They should be able to help you find what is blocking Amelia for non logged users, and to lift the block.

Let us know how it goes. Thank you

Hi, Olivier Deschères

I am sorry, but i did not understand what you meant by an 'Amelia server ip-range',

and that there is a "loop back from our servers"?

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Your Amelia installation is only going to be running on your WordPress server, we don't have any control over it from our end.

All the Amelia data is being stored on your WordPress database, which is on your hosting server,

and all the permissions for users who visit your site, 

in regards to being able to see Amelia on page, this is being handled by your site security and the permissions that are set on the hosting server.

We are not sure if you have a security plugin, or if your hosting set up some permissions on the server,

or perhaps if there is a firewall on site, but this error 403 comes up when we try to visit the site.

I visited the site from a Windows device, and my colleague tried from a Linux computer, we both got error 403 ( forbidden)

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The 403 Forbidden Error happens when the web page (or another resource) that you’re trying to open in your web browser is a resource that you’re not allowed to access. It’s called a 403 error because that’s the HTTP status code that the webserver uses to describe that kind of error.

You usually get this error for one of two reasons. The first is that the owners of the webserver have properly set up access permissions and that you’re really not allowed access to the resource. The second reason is that the owners of the webserver have improperly set up permissions and you’re getting denied access when you really shouldn’t be.

You need to contact your hosting provider because you have an issue with your permissions.

Once you do that please let us know if everything is back in order.

Thank you