Support tasks:
Campus captcha exclude request.
Go to https://www.ipqualityscore.com/free-ip-lookup-proxy-vpn-test/lookup/
Enter IP address.
Expand information by clicking the triangle in the AS Name column.
If the Organization name contains any of the following strings in it (case insensitive), they are already included in the allow list. No SNOW ticket is necessary. If not included, open a SNOW ticket with request. If they are blocked, continue to troubleshoot.
California Research and Education Network California State University, Office of the Chancellor CENIC Community College District County College District County Department of Education County Office of Education County Superintendent of Schools Esuhsd-asn High School District San Jacinto College District USD Unified School District iboss,inc
Proxy Error Campus:
If the complaint is from an educational institution, collect additional information:
Approximately how many different devices are indicating an error message?
Of the devices affected, are they limited to staff, students, or both?
Are there any devices on the same network that are reportedly working?
What is the name (or MIS) of the institution affected.
Continue with steps indicated in “Proxy Error Student”
Proxy Error Student:
Collect screenshot from https://whatismyipaddress.com/ Click “Show Complete IP Details”.
Are they using a supported browser?
Is the country a blocked country? -> open IV ticket.
Blocked countries as of 9/3/2025:
Is the ISP indicated suspicious?
If it indicates “Apple iCloud Private Relay”, ask to disable iCloud Relay. The same applies for other VPN or proxy services.
If it has VPN in the ISP name or services, it may indicate what VPN they are using. If so, ask them to disable that VPN.
If not familiar with the ISP indicated, do a search for it. Do they only offer hosting services? If they are coming from an ISP that “only” offers hosting services (cloud, VPS, virtual hosting, etc.) , they are proxying though that service. Ask them to disable the proxy to it.
If services indicate Data Center, they are most likely proxying through a data center. Ask them about the ISP indicated. There is always a potential that the services information is reported incorrectly. if so, -> open a SNOW ticket.
Additional information on the Organization name may be retrieved from https://hackertarget.com/as-ip-lookup/ by submitting the IP address and then clicking the triangle in the AS Name column.
Additional tools for evaluating the IP are here .
User Instructions:
If you have proxy or VPN services installed, disable them.
If you are using virtualization such as VMWare, Parallels, Bootcamp on Mac, or others, try connecting using a web browser on your host operating system.
Open your browser in private or incognito mode.
If blocked in private/incognito mode, verify browser plugins were not manually set to apply in private/incognito mode. Disable plugins or extensions if necessary.
Chrome: https://support.google.com/chrome/answer/2664769?hl=en
Chromebook: https://support.google.com/chromebook/answer/2589434?hl=en
Firefox: https://support.mozilla.org/en-US/kb/disable-or-remove-add-ons#w_disabling-extensions
Firefox on Android: https://support.mozilla.org/en-US/kb/find-and-install-add-ons-firefox-android#w_temporary-disable-or-remove-an-32add-onsf33extensionsf
Disable proxy settings https://www.bitdefender.com/consumer/support/answer/1979/ .
If still blocked, attempt connecting using a different browser. Repeat directions in number 1, 2, and 3 above if necessary.
If these steps do not resolve your issue, please:
Provide a screenshot of the error page indicating a proxy error, including the IP address and the incident ID in the page.
Open the URL https://whatismyipaddress.com/ in your web browser. Click “Show Complete IP Details”. Provide a screenshot of the page including results in the blue box.
Provide a copy of a valid photo ID.
<WIP> instructions to send screenshots / copies to Support.