Support

Since it sounds like your client got his IP automatically banned you have to remove it from the automatic IP block list and remove all security exceptions log records with his IP. Doing one without the other will result in him remaining automatically banned.

Please make sure that you have followed all of the steps below:

• Go to Components, Admin Tools, Web Application Firewall and click the Exceptions Log button. Delete all records with the user's IP address.
• Go back to Web Application Firewall and click on the Auto IP Blocking Administration button. Select the record showing the user's IP address and click on the Delete button to remove the block.
• Go back to Web Application Firewall and click on the IP Blacklist button. Select the records showing the user's IP address and click on the Delete button to remove the block.
• On the same page make sure there are no IP ranges which include your user's IP.
• After you have done all of the above ask the user to shut down her browser (if on a Mac, ask her to use CMD-Q to quit the app, not just close the windows) before retrying accessing your website.

If she continues to be blocked please go to Components, Admin Tools, Web Application Firewall and click the Exceptions Log button. Filter all records showing your user's IP address. Post the Target URL and Reason here.

You're welcome!