Resolving "Access Denied" Errors in Noterro

Occasionally, you may see an "Access Denied" page when trying to use Noterro. This happens because Noterro has security infrastructure that monitors every request to the platform and automatically blocks anything suspicious. This protects every clinic using Noterro. On rare occasions, it will block legitimate traffic that happens to look unusual to it. This article explains why that happens and what to do.

Why does this happen?

This security layer blocks requests for many different reasons. Most blocks stop genuine threats, but normal activity from a real user can occasionally trigger the same rules. Common reasons a legitimate user might be blocked include:

• Rate limiting: Your device or network sent more requests than expected in a short period. This is often caused by a browser tab that is misbehaving, or many devices on the same network all using Noterro at once.
• Browser extensions or security software: Ad blockers, privacy extensions, antivirus tools, or corporate security software can modify or repeat requests in ways that look suspicious.
• VPN, proxy, or shared network use: If you are connected through a VPN or a public network, the IP address you share with other users may have a poor reputation based on other people's activity.
• Outdated browser or operating system: Older browsers and devices can produce request signatures that match known bot or attack patterns.
• Unusual usage patterns: Rapid clicking, automated scripts, screen-scraping tools, or unusual navigation patterns can trigger bot detection rules.
• Content that matches a security pattern: Some text in notes, forms, or other fields may contain characters that resemble patterns used in attacks, even when the content itself is harmless.

What to do if you are blocked

In many cases, the block will clear itself within a few minutes. Try the following first:

1. Wait 10 minutes and try again.
2. Restart your device and any other devices on your network that connect to Noterro. This stops any background processes that may be sending unintended requests.
3. Disable browser extensions one at a time to see if any of them are the cause.
4. Try a different network. Switching from Wi-Fi to a phone hotspot is a quick test. If the block clears on a different network, the issue is likely related to your usual network or VPN.

When to contact us

If you have tried the steps above and you are still blocked, our support team can investigate the specific block. To do that, we need the Request ID shown on the "Access Denied" page.

1. On the "Access Denied" page, find the Request ID field.
2. Click the Copy button next to it.
3. Send an email to support@noterro.com and paste the Request ID into the message. Let us know what you were trying to do when you were blocked.  

With the Request ID, we can investigate this specific block further and confirm whether the block was a false positive. We will reply with next steps.