Issue with a web domain and 'verifying'

[IANL]

Hi There

I am having issues with my website and access from my office IP.

We had an issue where it would not connect to our domain or any hosted

We establised it was our sepecifc IP, We could get to it using 4G and using another interent connection via another wi-fi (different IP) using the same leased line provider

Our IT conmpany have checked our firewall (no issues)

We asked our website hosting and they said they hae nothing that would block it.

Our IT conmpany and the elased line company did a Traceroute but the web hosting company would not assists in getting that completed.

We then got a connection back up but kept getting this screen for a good few seconds before connecting.
It now does not connect again.

Does anyone recognise this screen and what is generatin it

To see the image it is hosted here ( not sure how to get an image pasted in the post

Screenshot-2024-10-11-104013 hosted at ImgBB

Image Screenshot-2024-10-11-104013 hosted in ImgBB

ibb.co

 

[ukwebhosting]

Hi

Yes that is Imunify360 security software running on your webhosts server.

It does that when it suspect the request is a bot or coming from a bad IP it's like a challenge.

It should only stay like that for a moment while it does a captcha request in the background and then continue on.

This issue is with your webhost.

If you can login to cPanel first then Imunify will whitelist your IP for a short while and then you should bypass this check for period it whitelists you.

That will help you get that across to your webhost also if that allows you access then you can explain the above.

Also while it is not connecting ie not giving you the challenge it will have full on blocked your IP as opposed to be challenging it.

They can search for your IP in the I360 admin panel, sometimes a search does not show a result as the IP can be in a herd immunity blocklist at i360 but they can see that in the same panel it's just not obvious.

Also "We asked our website hosting and they said they hae nothing that would block it." is extremely strange when they run I360 which is one of it's functions!

 

[IANL]

Hi

Yes that is Imunify360 security software running on your webhosts server.

It does that when it suspect the request is a bot or coming from a bad IP it's like a challenge.

It should only stay like that for a moment while it does a captcha request in the background and then continue on.

This issue is with your webhost.

If you can login to cPanel first then Imunify will whitelist your IP for a short while and then you should bypass this check for period it whitelists you.

That will help you get that across to your webhost also if that allows you access then you can explain the above.

Also while it is not connecting ie not giving you the challenge it will have full on blocked your IP as opposed to be challenging it.

They can search for your IP in the I360 admin panel, sometimes a search does not show a result as the IP can be in a herd immunity blocklist at i360 but they can see that in the same panel it's just not obvious.

Also "We asked our website hosting and they said they hae nothing that would block it." is extremely strange when they run I360 which is one of it's functions!

Thats; really helpful, Many thaanks. I can't get to the Cpanel from our IP but will access it from home. Will advise hosting company.

Thanks again

 

[fisicx]

You could move to a new host…

 

[ukwebhosting]

Thats; really helpful, Many thaanks. I can't get to the Cpanel from our IP but will access it from home. Will advise hosting company.

Thanks again

Just bear in mind that will only whitelist your home IP not your office you would have to login to cPanel from the office IP to do that.

You could also ask them to whitelist your office IP in Imunify360 which will do the trick, hopefully your office IP is static!

 

[webhostuk]

First, you need a better hosting provider that is willing to assist customers with troubleshooting issues. Second, the problem could be related to a firewall blocking a port (2083/83 for cpanel ) or even an IP address block.

 

[fisicx]

Just bear in mind that will only whitelist your home IP not your office you would have to login to cPanel from the office IP to do that.

It’s possible the office IP is blocked because a number of businesses share the IP address (serviced offices for example) and red flags are flying.

I had a client where their ISP (BT) blocked the domain name. Nobody knew why and nobody could fix it as it was only blocked in the office. Everywhere else it was OK.

 

[ukwebhosting]

It’s possible the office IP is blocked because a number of businesses share the IP address (serviced offices for example) and red flags are flying.

I had a client where their ISP (BT) blocked the domain name. Nobody knew why and nobody could fix it as it was only blocked in the office. Everywhere else it was OK.

Absolutely could well be.

Could also be something they are doing on their website is triggering a mod security block also, some Wordpress sites in the admin side can trigger them but that can be got around by whitelisting the rule for their domain, all totally solvable.

The hosting company can whitelist the office IP to resolve for sure and that will be a first place for them (the host) to start working out why it is blocking and then work to a solution.

 

[IANL]

First, you need a better hosting provider that is willing to assist customers with troubleshooting issues. Second, the problem could be related to a firewall blocking a port (2083/83 for cpanel ) or even an IP address block.

Thanks - I agree with your first comment. They responed

"I can confirm when we previously checked, nothing was blocked on the server. There was no entry for the IP in our logs or interfaces as we would see if this was the case.

However, on checking the logs today, it has been blocked and appears to be related to incorrect and repeat mail logins. It may be the cause is the same as before but at least, nothing was logged before.

You have a device or account setup for xxxxxxxxx co.uk which needs to be corrected at your end, we cannot do that from here. Once you have removed or corrected whichever device has that as an account, this may resolve the issue unless there is a secondary problem."

I have removed that email account for the time being.

 

[ukwebhosting]

Thanks - I agree with your first comment. They responed

"I can confirm when we previously checked, nothing was blocked on the server. There was no entry for the IP in our logs or interfaces as we would see if this was the case.

However, on checking the logs today, it has been blocked and appears to be related to incorrect and repeat mail logins. It may be the cause is the same as before but at least, nothing was logged before.

You have a device or account setup for xxxxxxxxx co.uk which needs to be corrected at your end, we cannot do that from here. Once you have removed or corrected whichever device has that as an account, this may resolve the issue unless there is a secondary problem."

I have removed that email account for the time being.

Excellent news!

All worked out in the end.