# Suspecting blocked IP address by the server, but banned by cloud **URL:** \ **Category:** Help\ **Tags:** cloud\ **Created:** [October 11, 2023, 8:13pm UTC](https://community.netdata.cloud/t/suspecting-blocked-ip-address-by-the-server-but-banned-by-cloud/4741 "2023-10-11T20:13:07Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![kiby](https://avatars.discourse-cdn.com/v4/letter/k/9fc348/32.png) [@kiby](https://community.netdata.cloud/u/kiby)\ **Post date:** [October 11, 2023, 8:13pm UTC](https://community.netdata.cloud/t/suspecting-blocked-ip-address-by-the-server-but-banned-by-cloud/4741/1 "2023-10-11T20:13:07Z")
Hi, we are at our last resort, none of the netdata instances in our company can connect to app.netdata.cloud. I looked at your troubleshooting guide and first I tried to see if my IP is blocked, but I get “Banned By Cloud: No”. I asked the IT to show the firewall log and I can see that the SSL session is ended because of tcp-rst-from-server. We cannot see websocket. What can we look into? Thank you in advance! ---
**Author:** ![ralphm](https://yyz1.discourse-cdn.com/flex029/user_avatar/community.netdata.cloud/ralphm/32/1934_2.png) [@ralphm](https://community.netdata.cloud/u/ralphm)\ **Post date:** [October 12, 2023, 8:33am UTC](https://community.netdata.cloud/t/suspecting-blocked-ip-address-by-the-server-but-banned-by-cloud/4741/2 "2023-10-12T08:33:56Z")
Hi kiby, To help you figure out what is going on, I need a bit more information. Can you paste the lines from `/var/log/netdata/error.log` that mention `ACLK`? Also can you provide details on the version of the Agent, the contents of `/etc/lsb-release`, and the output of `ls -al /etc/ssl/certs | grep ISRG`. Cheers, ralphm ---
**Author:** ![kiby](https://avatars.discourse-cdn.com/v4/letter/k/9fc348/32.png) [@kiby](https://community.netdata.cloud/u/kiby)\ **Post date:** [October 12, 2023, 10:56am UTC](https://community.netdata.cloud/t/suspecting-blocked-ip-address-by-the-server-but-banned-by-cloud/4741/3 "2023-10-12T10:56:09Z")
Thank you ralphm! This is our error log with ACLK ```auto # less /var/log/netdata/error.log | grep ACLK 2023-10-09 14:17:11: netdata INFO : MAIN : EXIT: Stopping main thread: ACLK_Main 2023-10-09 14:17:12: netdata INFO : ACLK_Main : thread with task id 5638 finished 2023-10-09 14:51:45: netdata INFO : MAIN : ACLK sync initialization completed 2023-10-09 14:51:45: netdata INFO : ACLKSYNC : Starting ACLK synchronization thread 2023-10-09 14:51:45: netdata INFO : ACLK_MAIN : thread created with task id 113883 2023-10-09 14:51:45: netdata INFO : ACLK_MAIN : set name of thread 113883 to ACLK_MAIN 2023-10-09 14:51:45: netdata INFO : ACLK_MAIN : Waiting for Cloud to be enabled 2023-10-11 15:52:03: netdata INFO : MAIN : ACLK sync initialization completed 2023-10-11 15:52:03: netdata INFO : ACLKSYNC : Starting ACLK synchronization thread 2023-10-11 15:52:03: netdata INFO : ACLK_MAIN : thread created with task id 116785 2023-10-11 15:52:03: netdata INFO : ACLK_MAIN : set name of thread 116785 to ACLK_MAIN 2023-10-11 15:52:03: netdata INFO : ACLK_MAIN : Waiting for Cloud to be enabled ``` We also don’t have any ISRG certificates so the output is empty This is the version of the netdata that I am testing it on ```auto netdata v1.42.4 ``` But we do have more than 100 instances that show the same behavior. And even the web access to [https://app.netdata.cloud](https://app.netdata.cloud) gets you an empty white page ---
**Author:** ![ralphm](https://yyz1.discourse-cdn.com/flex029/user_avatar/community.netdata.cloud/ralphm/32/1934_2.png) [@ralphm](https://community.netdata.cloud/u/ralphm)\ **Post date:** [October 13, 2023, 8:29am UTC](https://community.netdata.cloud/t/suspecting-blocked-ip-address-by-the-server-but-banned-by-cloud/4741/4 "2023-10-13T08:29:31Z")
My suspicion is that your operating system doesn’t have the latest root certificates to validate our Let’s Encrypt certificate. You mentioning that there are no ISRG certificates seems to confirm that. This happens on (older) platforms that haven’t updated their certificates before the [expiry](https://letsencrypt.org/docs/dst-root-ca-x3-expiration-september-2021/) of the DST Root CA X3 certificate in October of 2021. You can find an overview of certificate compatibility [here](https://letsencrypt.org/docs/certificate-compatibility/). along with the affected platforms. Unfortunately, you didn’t provide the contents of `/etc/lsb-release` to confirm. If your platform is indeed affected, then I strongly suggest you upgrade. If there are vendor-provided updates for just the certificates, then applying those would be a good first step. For Debian-based systems you can do this by running `sudo apt install ca-certificates`. If there isn’t such an update, your systems may be vulnerable because _other_ security updates also weren’t issued. ---
**Author:** ![ralphm](https://yyz1.discourse-cdn.com/flex029/user_avatar/community.netdata.cloud/ralphm/32/1934_2.png) [@ralphm](https://community.netdata.cloud/u/ralphm)\ **Post date:** [October 16, 2023, 5:42pm UTC](https://community.netdata.cloud/t/suspecting-blocked-ip-address-by-the-server-but-banned-by-cloud/4741/5 "2023-10-16T17:42:04Z")
Hi @kiby, did you work out the issue, or can I help you debug this further? ---
**Author:** ![kiby](https://avatars.discourse-cdn.com/v4/letter/k/9fc348/32.png) [@kiby](https://community.netdata.cloud/u/kiby)\ **Post date:** [October 17, 2023, 1:50pm UTC](https://community.netdata.cloud/t/suspecting-blocked-ip-address-by-the-server-but-banned-by-cloud/4741/6 "2023-10-17T13:50:38Z")
Hi @ralphm, we still haven’t solved the issue, but we seem to not have enough bandwidth on IT site help troubleshooting. We had a user who travelled to the office in the different location and there it worked, so I do think it is our firewall issue. But it doesn’t help us. I will write down the solution when we get to it. Meanwhile thank you very much @ralphm for your help!