Can't log into primary phone extension - IP Blacklisted

[Break Free]

I'm helping a friend set up SMB and they created an account without trouble, but their IP keeps getting blacklisted when they try to log into their system. We've tried deleting and creating a new system, waiting 24 hours, and logging in from a different IP address. They're able to log in from their phone on mobile data but they can't log in from their home office which is primarily where they need to use it. When we go to Support the only option listed is to Ask Community, so it doesn't appear we can raise a ticket. We've even rebooted the modem trying to get a new IP assigned from the ISP. How do we resolve this? (Note: The associated system is mine, which is working just fine, but I had to pick a system and that was the only option.)

 

[bitn2]

Did they use any hardware phones?

 

[DimitrisL_3CX]

Hello @Break Free,

As @bitn2 mentioned, IP phones with the wrong firmware is the most common reason for the IP to be blacklisted.
If this is the case, Factory reset the IP phone and make sure to install the latest 3CX Phone Firmware.
Once the blacklist is lifted, you may reprovision the IP phones.

 

[Break Free]

No, there's no hardware phone. We literally created the system and were immediately blacklisted twice, with two different systems. It's been several days now and nothing has changed. Logging into the extension/system from the browser on his computer is triggering the blacklist - there's no other hardware involved. We've been able to log in successfully from other locations outside of his home office.

 

[bitn2]

Than he is using wrong login credentials...

 

[Break Free]

...

 

[Break Free]

Than he is using wrong login credentials...

I have already said he's able to log in from his mobile device and from the computer off his home network. Did you read my post?

 

[Break Free]

Hello @Break Free,

As @bitn2 mentioned, IP phones with the wrong firmware is the most common reason for the IP to be blacklisted.
If this is the case, Factory reset the IP phone and make sure to install the latest 3CX Phone Firmware.
Once the blacklist is lifted, you may reprovision the IP phones.

Can you please clarify what our next steps are? As I've said there's no hardware involved outside of his regular computer, and he's able to successfully log in outside his home network.

 

[bitn2]

Yes ive read your post, my answer is the same.
Try again in 24h

 

[Break Free]

Yes ive read your post, my answer is the same.
Try again in 24h

This has been going on for days. What will be different this time?

 

[bitn2]

If you not waiting 24h it will extend your blocking time

 

[meo]

I have similar issue. I have just created an 3CX account and was trying to log in to it when I have got :
'An IP has been blacklisted' .
I've opened the account on our computer and was trying to learn more about this system.
Is it maybe because our VPN ?
I have found in 3CX help such an answer and probably it is the case:
1. Reasons for IP Blacklisting:- IP addresses can be blacklisted due to failed authentication attempts or if an IP exceeds a certain number of requests. For example, if a device sends failed registration/proxy authentication requests multiple times, the associated IP will automatically be blacklisted.- The anti-hacking module can blacklist an IP if the request rate is too high, which might signal potential abusive behavior.

One of my mouse behave strangely and can send to many clicks at the same time. Probably that is what have happened. I am going to wait 24hours and then will see as you suggested above.

 

[paulodagraca]

Hello,

If the backlist does re-trigger, there MUST be something sending wrong login details. If this is not you, than it is something else.
This can be some hardphone, or SBC hardware (this can be your pc/laptop).
This can also be some PWA software or Windowsphone software installed, that is still running in the background.
Or the pc/laptop is connected to some VPN that is being blacklisted because of bad usage by others also using this VPN service.
There are many options here and all would need to be checked/disabled if in use.

Paulo

 

[meo]

Hello,

If the backlist does re-trigger, there MUST be something sending wrong login details. If this is not you, than it is something else.
This can be some hardphone, or SBC hardware (this can be your pc/laptop).
This can also be some PWA software or Windowsphone software installed, that is still running in the background.
Or the pc/laptop is connected to some VPN that is being blacklisted because of bad usage by others also using this VPN service.
There are many options here and all would need to be checked/disabled if in use.

Paulo

Thank you for your reply. As per your suggestion, I went to the site to check if my VPN IP address is blacklisted. I see that it is indeed so.Not even once.
In that case I think I will check other VPN connections and find one that is not blacklisted.I hope this will solve the problem.
In order to test this, do I have to wait for 24hrs first because otherwise the 3CX system won't let me move on anyway?

 

[paulodagraca]

Hello,

The blacklist is only on IP address, not on account. So if you can change the VPN or other way to change your WAN IP that would mean you can move on directly without waiting 24 hours.

Paulo

 

[meo]

Hello,

The blacklist is only on IP address, not on account. So if you can change the VPN or other way to change your WAN IP that would mean you can move on directly without waiting 24 hours.

Paulo

I see.That is a good news. I'm going to try it then without waiting 24h. Thanks.
... I have done it. Unfortunately the same story with a new IP address which is clean and not blacklisted on : WhatIsMyIP address web page.
Maybe I should restart computer and start back again. I will try that.....