MT5 LiveUpdate fails on netcup server after 1 year without problems; MQL5 returns HTTP 403 - page 2

[Alain Verleyen]

Comments that do not relate to this topic, have been moved to "Help with Time Zone Handling and Data Fetching in MT5".

[Norbert]

Michael Charles Schefe #:
i have done so -- multiple times. And i do not understand how so many users can have issues with it. There are also multiple threads on the site with screen by screen plays -- how to answer the questions, and yet, there are still so many users who keep opening threads asking how to contact the service desk.

I suspect MetaQuotes has changed something, given that creating a ticket worked fine for you in the past. When I click on "Contacts and requests" and then "Create a request for support," I’m stuck dealing with a chatbot that doesn't allow for ticket creation—and therefore prevents any contact with MetaQuotes support. If I enter a custom message or question, the chatbot ignores it and insists I choose from a predefined list of options. However, none of the available options actually match my problem. Please try it yourself; you’ll see exactly what I mean. I’ve really tried every possible approach. I have decades of professional software development experience, yet I still can't find a way to get past the chatbot and its canned responses.

[Norbert]

Sergey Golubev #:
Check your IP with https://www.iplocation.net/ip-lookup  
and after that - ckeck about the following: is it prohibited by your VPS to use VPS provider or not.
If please use search.

Hello Sergey,

I don't understand what you mean by "and after that - check about the following: is it prohibited by your VPS to use VPS provider or not." Could you please explain that to me in more detail?

Of course, I can easily access the site https://www.iplocation.net/ip-lookup from the server. The information I find there for my server IP is exactly what I already know. No mention of Zomro.

[Muxlisa Gofurova]

Hi Norbert,

Your tests already narrow this down well. DNS and TCP 443 work, but a plain GET returns 403 while HEAD returns 200, and the download hosts time out. That pattern points to a filter on MetaQuotes’ side (an IP or subnet reputation rule or a web application firewall) rather than a problem in your server or in MT5. It’s also consistent with the same build working fine on your home PC.

A few things that might help confirm it or get it fixed:

1. Test from a different IP. Route a single test request through your WireGuard tunnel, a different VPS, or a mobile hotspot. If mql5.com loads with a 200 from there, the block is tied to your server’s IP or subnet.
2. Ask netcup. Check whether other customers in your IP range have the same problem. If a different IP can be assigned to the server, that is often the fastest fix.
3. Check the IP reputation. Look your IP up on public blacklist checkers. Hosting ranges are sometimes flagged because of another user on the same subnet.
4. Rule out local causes. Check that the Windows time is synchronized and that the root certificates are up to date. These don’t explain the 403 in the browser, but they can cause “community authorization failed” on their own.
5. Contact MetaQuotes privately. As the blog post you found says, the Service Desk can check such cases. Open a request there rather than on the public forum, and include the server IP, the exact time of the failures, the curl output (GET 403 and HEAD 200), and the traceroute to download.mql5.com. A request with that detail should be handled faster.

Please post here if it gets resolved, since others on VPS hosting may have the same issue. Good luck!

[Sergey Golubev]

Norbert #:

Hello Sergey,

I don't understand what you mean by "and after that - check about the following: is it prohibited by your VPS to use VPS provider or not." Could you please explain that to me in more detail?

Of course, I can easily access the site https://www.iplocation.net/ip-lookup from the server. The information I find there for my server IP is exactly what I already know. No mention of Zomro.

As far as I know - MetaQuotes banned some VPS providers long time ago, so that is why - I adviced you to check this blog post:
https://www.mql5.com/en/blogs/post/753357

Personally - I had same issue with my computer (Windows 11), and I had to fix host file and re-install the https://www.mql5.com/en/blogs/post/753357 
It was very strange for me because it was totally new computer in that time.

No mention of Zomro.

It is not about Zomro only; it is about some other VPS providers and about subnets of Zomro as well (and the full list of the providers is not disclosed).
For example, the users contacted with support of their VPS providers, and those VPS providers solved the issue - example:

The users are solving it by contacting with VPS support, for example (already solved):
post #15 and post #30

-------------------------

So, I bought new laptop with Windows 11 64-bit, and I had error 403 by openning mql5 websites and besides - my Market tab on Metatrader was empty (with same error 403).
And I went to my blog post to understand the reason and to fix it :)

[Norbert]

Muxlisa Gofurova #:

Hi Norbert,

Your tests already narrow this down well. DNS and TCP 443 work, but a plain GET returns 403 while HEAD returns 200, and the download hosts time out. That pattern points to a filter on MetaQuotes’ side (an IP or subnet reputation rule or a web application firewall) rather than a problem in your server or in MT5. It’s also consistent with the same build working fine on your home PC.

A few things that might help confirm it or get it fixed:

1. Test from a different IP. Route a single test request through your WireGuard tunnel, a different VPS, or a mobile hotspot. If mql5.com loads with a 200 from there, the block is tied to your server’s IP or subnet.
2. Ask netcup. Check whether other customers in your IP range have the same problem. If a different IP can be assigned to the server, that is often the fastest fix.
3. Check the IP reputation. Look your IP up on public blacklist checkers. Hosting ranges are sometimes flagged because of another user on the same subnet.
4. Rule out local causes. Check that the Windows time is synchronized and that the root certificates are up to date. These don’t explain the 403 in the browser, but they can cause “community authorization failed” on their own.
5. Contact MetaQuotes privately. As the blog post you found says, the Service Desk can check such cases. Open a request there rather than on the public forum, and include the server IP, the exact time of the failures, the curl output (GET 403 and HEAD 200), and the traceroute to download.mql5.com. A request with that detail should be handled faster.

Please post here if it gets resolved, since others on VPS hosting may have the same issue. Good luck!

I have already done all of that—every single point. It is actually already mentioned in this thread. It is crystal clear that the issue lies with Metaquotes.

1. It works using a different IP (e.g., my personal one) or via a temporarily enabled VPN on the server.

2. netcup has already investigated this and confirmed that the issue lies with Metaquotes and definitely not with netcup.

3. IP blacklist checks performed on several different sites; no blacklisting detected.

4. That is unlikely to be the cause, given that everything works when using a temporarily enabled VPN. The time is synchronized.

5. That is precisely what isn't possible. A chatbot appears that doesn't allow for ticket creation (as I described earlier). My specific problem or topic isn't even remotely covered by the chatbot's predefined options.

So, unfortunately, none of these are solutions—yet a solution is exactly what I need.

[Norbert]

Sergey Golubev #:

As far as I know - MetaQuotes banned some VPS providers long time ago, so that is why - I adviced you to check this blog post:
https://www.mql5.com/en/blogs/post/753357

Personally - I had same issue with my computer (Windows 11), and I had to fix host file and re-install the https://www.mql5.com/en/blogs/post/753357 
It was very strange for me because it was totally new computer in that time.

It is not about Zomro only; it is about some other VPS providers and about subnets of Zomro as well (and the full list of the providers is not disclosed).
For example, the users contacted with support of their VPS providers, and those VPS providers solved the issue - example:

The users are solving it by contacting with VPS support, for example (already solved):
post #15 and post #30

-------------------------

So, I bought new laptop with Windows 11 64-bit, and I had error 403 by openning mql5 websites and besides - my Market tab on Metatrader was empty (with same error 403).
And I went to my blog post to understand the reason and to fix it :)

As far as I know, my server provider has nothing to do with Zomro. Nor do they use a Zomro subnet. My server doesn't share an IP address with others, unlike cheap VPS plans. It is a dedicated root server with its own IP address.

Everything worked fine for over a year until recently. No changes were made to the server. The hosts file contains no entries. If MetaQuotes is now suddenly blocking my server's static IP for no apparent reason, there is hardly anything I can do to resolve it—only MetaQuotes can.

What exactly did you change in your hosts file?

[Sergey Golubev]

Norbert #:
What exactly did you change in your hosts file?

it is well-known issue which many of us had and having sorry ... you can make a search for that, or use the following posts:

decision (solved): #8 and #14 and #3