How to act in the face of an IP crash by the Security Firewall (IP blocked)
When you use our hosting services, it is important to remember that our network is protected by a security firewall to ensure the integrity and performance of our systems. Sometimes, your IP address may be temporarily blocked by our firewall due to unusual activity or unauthorized access attempts. If you experience any of the following issues, it may be due to an IP block:
Error accessing your website
When trying to access your website, you see an error message or a blank page instead of your website. In some cases, when attempting to access your cdmon website, you may see a message like the following:
An IP block does not always display the same message; depending on the type of block applied, access denied may appear in different ways:
What to do:
Check whether you can access other websites from your device. If you can, it is likely that your IP is blocked on our server. You can also try accessing the same page from a different internet connection to see if the content loads correctly. If you notice these symptoms, it means your IP is blocked and you will need to contact our technical team.
Error when using your email
Your email client displays a connection error message when you try to send or receive emails.
What to do:
Make sure your internet connection is working properly and that other online services are accessible from your device. We always recommend accessing via Webmail to verify whether you can send/receive emails there. If the problem persists, contact our technical support team and report the issue. Mention that you are having difficulties with your email and that you suspect your IP may be blocked.
A crucial aspect of email management is the reputation of a domain/internet connection IP. You can ensure that it is not listed on any blacklist. Blacklists are compilations of domains marked for suspicious or malicious activities, such as spam or mass email sending.
To check whether a domain is on a blacklist, you can use MxToolbox, which verifies the status of the domain or its IP across multiple blacklists. You can find out your IP at cdmon.com/es/apps/ip
Problems accessing via FTP
You cannot connect via FTP to your hosting account using your usual credentials:
What to do:
Verify that you are entering the correct FTP credentials and that the FTP service is active (access is disabled every 30 days if not used regularly). If the credentials are correct but you are still experiencing issues, contact our technical support team and mention that you are having trouble connecting via FTP.
Remember that an IP block is a security measure to protect our network and your data. Only our technical support team has the ability to unblock your IP. When contacting us, provide all relevant information about the symptoms you are experiencing, and we will be happy to help resolve the issue and restore access to our services.
You can find out your IP at cdmon.com/es/apps/ip
You must submit an unlock request to our technical support service. You can do this by opening a ticket through your ticket panel or by phone.
IMPORTANT: You must provide your cdmon user security PIN so that we can verify that you are the account owner. PIN for inquiries
For any questions or inquiries, you can contact us.
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