Troubleshooting: 'IP is not allowed' Error When Accessing a Project From a New Location

Version Affected: All Versions
 
 

Overview

When accessing a project from a different Internet Service Provider (ISP) or location, you may see an error such as "IP [address] is not allowed for [username]. Please contact support".

Cause

Your IP address is not whitelisted for access, usually because you are connecting from a new ISP or location, the project has IP restrictions in place for security reasons, or you have not yet obtained approval to access the project from this new IP address.

Resolution:

To resolve this:

1. Contact your Helpdesk immediately to report that you are unable to log in due to a new IP address.
2. Your Helpdesk will verify your identity, and confirm whether your supervisor or project manager has approved the IP reset. If not yet approved, they will CC your supervisor or project manager to request approval, or ask you to obtain it directly -- your new or restricted IP address must be included for their reference.
3. Once your identity is verified and approval is obtained, your Helpdesk will clear the IP address restriction on your profile.
4. Log back in using your new ISP.

Special Considerations

If you frequently switch networks, ask your supervisor or project manager about establishing a permanent blanket approval process instead of requesting a reset each time.


 

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.