Troubleshooting: User Account Frozen Due to VPN or High-Risk IP Detection

Note

This article is intended to help Left Main customers understand how a Salesforce security enhancement may affect access to Salesforce and Left Main. Salesforce is the authoritative source for implementation details and recovery procedures.

Preventing Connections from Anonymizing VPNs, Proxies and High-Risk IP Addresses

Overview

If a user suddenly loses access to Salesforce or Left Main and receives a message indicating that their account is frozen or unavailable, Salesforce may have automatically restricted access after detecting a connection from an anonymizing VPN, proxy, or another high-risk IP address.

This security enhancement is designed to protect Salesforce organizations from unauthorized access and applies to Salesforce authentication, including Connected Apps and API connections.

Important

Salesforce may automatically freeze a user account if it detects authentication from an anonymizing VPN, proxy, or other high-risk IP address.

This action is performed automatically by Salesforce and can occur before a Salesforce Administrator has an opportunity to review the activity.

Common Symptoms

You may experience one or more of the following:

• A user is suddenly unable to log in to Salesforce or Left Main.

• The user's Salesforce account has been frozen.

• A Connected App or API integration stops authenticating.

• The issue began after connecting from another country, a VPN, or a proxy service.

• A Salesforce Administrator receives a Salesforce Security Notification email.

How This Affects Left Main

Because Left Main is built on the Salesforce platform, users whose Salesforce accounts have been frozen will also be unable to access Left Main until their Salesforce account has been restored.

This may be more common for organizations with:

• Remote employees

• International team members

• Employees traveling abroad

• Users connecting through VPN or proxy services

Troubleshooting

If a user believes their account has been frozen:

1. Contact your Salesforce Administrator.

2. Confirm whether the user was connected through a VPN, proxy, or another network that may have been identified as high risk.

3. Review any Salesforce Security Notification emails received by your organization.

4. Follow Salesforce's documented process to restore the user's access.

Salesforce recommends that administrators verify the activity before restoring access.

Resolution

If the activity is determined to be legitimate, your Salesforce Administrator can restore access by following Salesforce's recommended recovery process, which includes:

• Reviewing the detected activity.

• Unfreezing the affected user account.

• Having the user reset their password and reauthenticate, if required.

• Ensuring the user is no longer connecting through the VPN, proxy, or high-risk IP address before attempting to log in again.

For detailed recovery instructions, refer to Salesforce's official documentation.

Who Should I Contact?

Additional Resources

Salesforce's official documentation explains:

• Why accounts may be frozen

• Administrator notifications

• How to restore access

• Security best practices

• Frequently asked questions

Preventing Connections from Anonymizing VPNs, Proxies, and High-Risk IP Addresses