# User can't log in
**URL:** https://meta.discourse.org/t/user-cant-log-in/125483
**Category:** Support
**Created:** [August 11, 2019, 7:28pm UTC](https://meta.discourse.org/t/user-cant-log-in/125483 "2019-08-11T19:28:18Z")
**Posts on this page:** 5
**Page:** 1
### Author:  [@nitz](https://meta.discourse.org/u/nitz)
#### Post date: [August 11, 2019, 7:28pm UTC](https://meta.discourse.org/t/user-cant-log-in/125483/1 "2019-08-11T19:28:18Z")
Hi there,
We proudly have a Discourse installation [v2.4.0.beta2 +12](https://github.com/discourse/discourse/compare/08b286808ac13dbb6501ae306ebd971269cd24c9...tests-passed) for our community needs.
A few days ago, a user reported that they were unable to log in. Discourse says “vous ne pouvez pas vous connecter en tant XXX avec cette adresse IP” (= “you can’t connect as XXX with this IP address”).
We tried many things, such as force-disconnecting them, checking their profile, checking if their IP was on the blacklist, and then whitelisting it (on both IPv4 and IPv6)… We don’t know what to do next and would like a little help from the community!
NB: Only one user has reported this issue, but out of our several hundred users, only a small portion posts regularly. I suspect other users have this issue but haven’t told us…
---
### Author:  [@JimPas](https://meta.discourse.org/u/JimPas)
#### Post date: [August 12, 2019, 1:44am UTC](https://meta.discourse.org/t/user-cant-log-in/125483/3 "2019-08-12T01:44:57Z")
What is he using to log in with? I had a user on my forum who dug out an old MS Windows phone from his closet to use on a sailing holiday. Then he found out he couldn’t log in to the forum.
So, what is his OS, Browser, etc.?
---
### Author:  [@nitz](https://meta.discourse.org/u/nitz)
#### Post date: [August 12, 2019, 3:38pm UTC](https://meta.discourse.org/t/user-cant-log-in/125483/4 "2019-08-12T15:38:07Z")
Hi @JimPas, thank you for answering me.
In the meantime, I asked the user to reset his provider box to factory presets, and he’s now able to connect again ! Weird fact, given to “[mon-ip.com](http://mon-ip.com)” his IP was 192.168.1.11 ?!
Thx for your time !
---
### Author:  [@pfaffman](https://meta.discourse.org/u/pfaffman)
#### Post date: [August 14, 2019, 1:14pm UTC](https://meta.discourse.org/t/user-cant-log-in/125483/5 "2019-08-14T13:14:57Z")
> [@nitz](#):
>
> IP was 192.168.1.11 ?!
Are you using a reverse proxy with that ip?
---
### Author:  [@system](https://meta.discourse.org/u/system)
#### Post date: [September 13, 2019, 1:20pm UTC](https://meta.discourse.org/t/user-cant-log-in/125483/6 "2019-09-13T13:20:42Z")
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.