Hi @synapseone –
Sorry for missing your replies, I think it may have been because it was marked as resolved. In any case, we are happy to continue assisting you here.
I have made an adjustment on our end that may fix the issue. If the user continues to have trouble with the login process, you will need to allow their IP as explained here:
https://jetpack.com/support/protect/#settings
Hi @lastsplash thanks.
What did you do and does than mean you can see what the issue was?
Just in case you are misunderstanding the issue, the customer was not having any problems logging in, they were not even trying to log in, they were simply trying to view the site homepage and were getting that error.
@synapseone
Are they still having the issue? Are they unable to just even view the homepage of the site now?
@bruceallen Hi No they are not currently having the issue but I still want to know what was causing this as they had it before and had to use a proxy to connect, then they got it again and had to change proxy then they got it again. seem to happpen to them randomly so I would like to get to the bottom of it.
Hi @synapseone –
What likely happened was that their IP was flagged as malicious and they were blocked for a period of time before that block was then cleared from our system. They may want to check to make sure they don’t have a device that is trying to log in to a WordPress.com account (for example the WordPress app) using an invalid login.
I made an adjustment that may help prevent this from happening in situations where the request IP isn’t being passed to the server properly. However, we can’t guarantee that this won’t happen again.
If you do see this happen again, please let us know so that we can look at it as it’s happening.
