Cynet servers use a firewall to protect against brute-force attacks, unauthorized access attempts, and malicious traffic. In some cases, your IP address may be temporarily or permanently blocked by the firewall, preventing you from accessing your website, cPanel, or email.
Why Was My IP Blocked?
Common reasons the firewall blocks an IP address:
- Too many failed login attempts — Entering the wrong cPanel, email, or FTP password multiple times in a row
- Automated bots — Security scanners or crawlers triggering rate limits from your IP
- Suspicious activity — Unusual traffic patterns detected from your network
- Shared IP — If you're on a shared network (office, public WiFi), another user's activity may have triggered the block
Symptoms of a Blocked IP
- cPanel: Login page doesn't load or times out (
yourdomain.com/cpanel) - Website: Your site loads for others but not for you (shows "Connection timed out" or "ERRCONNECTIONREFUSED")
- FTP: FileZilla shows "Connection refused" or "Connection timed out"
- Email: Outlook or mobile email client cannot connect to the mail server
- Webmail:
yourdomain.com/webmaildoesn't load
Quick test: Try accessing your website from a different network (e.g., switch from WiFi to mobile data). If it works on mobile data but not on your WiFi, your IP is likely blocked.
Step 1: Find Your Public IP Address
Before contacting support, find your current public IP address:
- Open your browser
- Go to https://checkip.dyndns.org
- Your IP address will be displayed on the page (e.g.,
123.45.67.89)
Important: Use the same network connection that's experiencing the block. If you're blocked on your office WiFi, check your IP while connected to that WiFi — not from your phone's mobile data.
Step 2: Contact Cynet Support
Submit a whitelist request to Cynet support with the following information:
| Information | Details |
|---|---|
| Your IP address | e.g., 123.45.67.89 |
| Domain name | The domain or website you're trying to access |
| Service affected | cPanel, website, FTP, email, or webmail |
| Reason for whitelist | e.g., "Blocked after multiple failed cPanel login attempts" |
How to Contact Support
- Support Ticket: Log in to manage.cynet.com.my → Open a Support Ticket
- Email: Send the details to our support email
- Live Chat: Available on our website during business hours
Temporary Workaround
While waiting for the whitelist:
- Switch networks: Use mobile data or a different WiFi network to access cPanel or your website
- Use the Cynet client area: Log in to manage.cynet.com.my → My Services → Manage → cPanel Login — this may bypass the block as it uses a different authentication method
- Wait it out: Temporary blocks often auto-expire after 15–30 minutes. If your IP was temporarily blocked due to failed logins, try again after waiting
Prevention
Avoid Failed Login Attempts
- Use saved credentials: Store your cPanel and email passwords in a password manager to avoid typos
- Copy-paste passwords: Don't type complex passwords manually
- Update saved passwords: After changing a password, immediately update it in all email clients, FTP apps, and saved browser passwords to prevent old credentials from triggering repeated failed attempts
Be Careful with Security Tools
- Avoid running vulnerability scanners or penetration testing tools against your own hosting without notifying Cynet support first
- Rate-limit any automated scripts that connect to your server
Static IP (For Business Users)
If your business has a static IP address from your ISP, provide it to Cynet support for a permanent whitelist. This ensures your office never gets accidentally blocked.
Note: Most home internet connections use dynamic IPs that change periodically. A permanent whitelist may stop working if your ISP assigns you a new IP. In that case, you'll need to submit a new whitelist request.