Intermittent connection timeouts from certain IP addresses

Hello our site (ID 1d494015-8178-44f6-afa6-32f8e180d7e8) is a static single page app and we use netlify to proxy our api traffic to our api servers.

We have reports from several of our customers who are saying that they are getting connection timeouts for the site. The page will not load. During those times, we are able to load the site ourselves and see no problem.

The customers who are reporting this are large companies with many users of our app concurrently accessing the site. It made me wonder if there’s some kind of firewalling going on or if Netlify is detecting some kind of threat detection/problem?

I’ve checked our bandwidth levels and there do not appear to be problems. The issue persists for a while then clears up. We’re at our wits’ end trying to figure out what’ happening.

Thanks for any light you can shed on he situation

It seems VERY MUCH like Netlify is blocking specific IP addresses. I’ve been on the phone all day with IT managers with our customers.

If they switch to a different VPN or ISP they CAN access the site.

How can I configure this/let Netlify know that this is not malicious traffic?

If a single IP is accessing or sending multiple requests (the limit is fairly high and enough for most procution workloads) to Netlify in a very short period of time (within seconds), then yes there’s a chance we would have blocked the IP. There’s nothing a user can do to prevent it and it’s unlikely our network protection team would be willing to add IPs of some companies to any kind of an allowlist. You can check this thread for example: Hasura Instance is Blocked by Netlify, where we decided to not add Hasura’s IPs on an allow-list.

The best way for you would be to not use Netlify to proxy to your API.