Customer's business IP blocked from getting WP form submissions

Application Performance DNS & Network
1

What is the name of the domain?

What is the issue you’re encountering

Customer is using wordpress ninja forms and the form submissions are not getting to them from their office, but they can get the emails at home. Thinking the IP might be blocked by Cloudflare. Here is their office IP 216.107.201.100

What steps have you taken to resolve the issue?

Customer tested sending form submissions at home and received the confirmation emails.

What feature, service or problem is this related to?

I don’t know

2

What exact error code(s)/message(s) is your customer seeing?

… Can you perhaps provide a screenshot of what they see?

3

There is no error screen. They are just not getting their form submission emails.
Message from customer:
More information to try and get this resolved

What we know :
Confirmation form FAILS when we use it from our hotel workstations.
Other NinjaForms have been working OK all along when our guests use them off-site (at home or via mobile).
Confirmation form WORKS when I test from my own house.
Confirmation form WORKS when you test it.

New information just tested today :
OTHER NINJAFORMS FAIL when we test them from hotel workstations.
OTHER NINJAFORMS FAIL when we tested with a random cell phone connected to our hotel wifi.
However, NinjaForms ALWAYS stores the submissions, even when the e-mails fail to deliver.

So it seems all the forms work for anyone that isn’t on the hotel’s Internet connection. This means our staff cannot send confirmation forms, and also our guests checked in on property (and connected to our wifi), cannot use our customer service based forms (request housekeeping, hotel or beach bar comment cards, wifi survey, digital gratuity).

Device doesn’t seem to matter, PC or cell phone.
Browser doesn’t seem to matter, we have tried Edge, Chrome, and whatever was on that cell phone.
The only thing that seems to be consistent, is when the form is submitted when connected to our hotel internet, IP 216.107.201.100

There has got to be some block somewhere on our hotel IP, or something to that effect. Please advise.

4

Customer’s IP is listed on SpamHaus Zen for various issues. Could that cause issues with receiving email? https://check.spamhaus.org/results?query=216.107.201.100

5

That may eventually make it very impossible to dig in to. :frowning:

Can you elaborate a bit on the hotel’s Internet connection?

  1. What ISP / provider, preferably their AS number?
    The AS number can be found here:
  1. What country (and preferably state/region)?
6

Thank you. I will have my customer test locally.

They are located in New Hampshire in the United States.

7

Oh wait, I might have been too quick there.

216.107.201.100 was the customer’s IP, the hotel connection?

In that case, nevermind above the above information.

→

Can you ask them to provide the following information:

Run “ping 141.193.213.20” and “traceroute 141.193.213.20” (tracert on Windows), on a device that is connected to the hotel’s Internet connection, and share the results?

And “ping 141.193.213.21” and “traceroute 141.193.213.21” too?

It can be run from a Command Prompt on Windows machines, or a Terminal on Linux/Mac machines.

8

Why ping 141.193.213.20 when their IP is 216.107.201.100?

9

Note: Both .20 and .21.

The traceroutes will however be a bit more important than the ping.

The domain themargate.com is pointing towards WP Engine, however, WP Engine is bringing their own IP addresses on to Cloudflare, and using Cloudflare as a connectivity partner, likely to benefit from Cloudflares global network, rather than e.g. creating their own..

The two IP addresses mentioned above, are the IP addresses that WP Engine has decided, that domain name themargate.com should point to.

Two DNS lookups:

$ dig +short A themargate.com
141.193.213.20
141.193.213.21

$ dig +short A www.themargate.com
8oowaywv8w7k.wpeproxy.com.
141.193.213.20
141.193.213.21

Ping and traceroute can be used from the hotel’s Intenet connection, to diagnose whether or not that you appear to be able to reach those two IP addresses, 141.193.213.20 and 141.193.213.21, from the hotel’s Internet connection.

10

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