User can't access our site

Website, Application, Performance DNS & Network
1

What is the error message?

ERR_CONNECTION_TIMED_OUT (from the browser, not from Cloudflare)

What is the issue you’re encountering

In general, practically everyone can access our website without issues. Some users are blocked (due to some rules we created) and see a Cloudflare error page, which is expected.

However, one user, accessing from IP 45.234.125.46 (ASN [267374] ICOS TELECOM LTDA - ME → Barreiras - Bahia - Brazil), is unable to access our website at all, and does not even get a Cloudflare error page (which would appear if their IP had been blocked or if the site was actually offline), just a raw error page from the browser.

Some days ago there were some connectivity errors in Brazil, but it was fixed right after. I don’t know if this is related, but the user is experiencing errors even today. How can we resolve their issue?

What steps have you taken to resolve the issue?

We asked if they can access using 4g and it worked (using a different internet provider), but it’s impractical to keep disabling WiFi and enabling 4g to use our website. This error happens both in their mobile phone and desktop.

What feature, service or problem is this related to?

I don’t know

2

The error page he sees:

error-cf
error-cf402×266 28.2 KB

When there’s a problem in our website (offline, for example), or if there’s some rule in Cloudflare to block the user request, they see a Cloudflare error page.

This was not the case. His error is between his device and Cloudflare (or maybe the DNS resolution).

3

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