"You can't log in from that IP address", but IP not blocked

Support
1

Hi.

One of my users can’t log in and I can’t figure out the issue.

I didn’t encounter similar issues with other users.

Following this, I added a test IP to the block list and tried to log in with this test IP. I couldn’t log in as expected, and with the test IP out of the blocked list, I could log in as expected as well.

How to troubleshoot this?

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2

Did they clear cache or try a new browser? Also, can they use a different internet connection, maybe switch from wifi to cellular, or use their mobile phones instead of the computer to see if the issue persists.

3

Yes, he tried on multiple browsers and devices from different IPs, and the issue occurs only from his home IP.

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4

One thing to check is if there are any wildcards (“CIDR blocks”) on your IP block list. It would look something like this: 172.16.0.0/24.

The search doesn’t seem to take into account CIDR blocks.

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