Cloudflare Troubleshooting

Overview

Cloudflare is a solution that provides DNS, content-delivery, and security services to improve website performance and security. On rare occasions, a legitimate University user may be blocked by Cloudflare when trying to access University resources protected by Cloudflare. This KB article describes some steps that can be completed to begin the troubleshooting process.

Troubleshooting Steps

Upon receiving a block message from Cloudflare (see below), perform the following troubleshooting steps:

Cloudflare_block.png

  • 1) Take note of the Cloudflare Ray ID at the bottom of the page.
    • Cloudflare_rayid.png

    • In this block message, the Ray ID is 74a15dcebdc486a5.

    • Send the Ray ID to your technology support professional/team, who will work with University Technology Services (UTS) in order to use this information to associate your blocked session with a cause.
    • Proceed to step 2.
  • 2) Attempt to access the same website from a private/incognito window using the same Internet browser. Deleting your browser's cookies and cache may have the same effect.
    • Take note of the results and send the information to your technology support professional/team.
    • Proceed to step 3 if the behavior persists.
  • 3) Attempt to access the same website from a different Internet browser.
    • Take note of the results and send the information to your technology support professional/team.
    • Proceed to step 4 if the behavior persists.
  • 4) Attempt to access the same website from a different device.
    • For example, use your mobile phone to access the same website, both from your home network and your phone provider's cellular network.
    • Take note of the results and send the information to your technology support professional/team.
    • Proceed to step 4 if the behavior persists.
  • 5) Either VPN into the OU network or come to campus in order to access the network.
    • Refer to the information from your technology support professional/team for specific instructions.

Once your technology support professional/team has all of this detailed troubleshooting information, they can work with UTS to identify the cause of the block.