Clients are experiencing query failures in Advanced Reporting for a specific tenant, resulting in a 404 error when attempting to run reports. Investigation has revealed that the root cause is the enforcement of IP whitelisting, and the user's IP address is not included in the approved list. This Knowledge Base (KB) article provides details on the whitelisted IP addresses and outlines the steps to rectify the issue.
Resolution Steps:
Identify Whitelisted IP Addresses:
Obtain the list of whitelisted IP addresses from the client or IT administrator.
Confirm that the user encountering the issue is not on the approved list.
Update IP Whitelisting Rules:
If the user's IP address is not on the whitelist, update the IP whitelisting rules to include the necessary IPs.
Consult with the client or IT administrator to ensure the inclusion of valid IP addresses.
Verify Swagger or POSTMAN Replication:
Confirm the Swagger or POSTMAN replication of the issue to ensure accurate testing and resolution.
Use Swagger or similar tools to validate that the queries function as expected after updating the IP whitelisting rules.
Review Application Error Logs:
Analyze application error logs to gather additional information about the 404 errors.
Look for any patterns or specific details that can assist in troubleshooting and resolution.
Communicate Changes to Users:
Notify users about the enforcement of IP whitelisting and the need for their IP addresses to be included in the approved list.
Provide clear instructions on how users can verify and update their IP addresses, if necessary.
Test Access in Lower Tenant:
Before implementing changes in the production environment, test the updated IP whitelisting rules in a lower tenant.
Confirm that the changes do not adversely affect other services or functionalities.
Documentation Update:
Update relevant documentation to inform users of the IP whitelisting requirement and the steps to ensure uninterrupted access to Advanced Reporting.