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Most setup and configuration issues have a straightforward fix in the Customer Portal. More complex cases need escalation to support, along with the diagnostic details listed for each issue below.

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Common issues and solutions

The following issues occur most often during network submission, configuration, and portal use.

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Issue: network submission fails

The network submission form rejects the request or shows a validation error. Possible causes:
  • Invalid CIDR format.
  • Autonomous System (AS) number outside the valid ranges.
  • Letter of Authorization (LOA) file exceeds 10 MB.
  • Missing required fields.
Solutions:
  • Verify the CIDR format uses a minimum prefix length of /24.
  • Check that the AS number falls within the valid ranges (1-65534 or 131072-4294967294).
  • Compress or optimize the LOA PDF if it exceeds 10 MB.
  • Complete all required fields before submitting.

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Issue: network stuck in Pending status

A submitted network stays in Pending status without moving to approval. Possible causes:
  • Network operations center (NOC) review in progress.
  • Additional information required.
  • A technical issue.
Solutions:
  • Wait for the email notification. NOC review often completes within 24–48 hours, though that is not a guaranteed interval.
  • Check the spam folder if no email arrives.
  • Contact support if the status doesn’t change after 48 hours, or if an approval email arrived but the portal still shows Pending.

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Issue: cannot save network configuration

The Edit protected network view doesn’t save changes. Possible causes:
  • Invalid GRE endpoint format.
  • No protection profile selected.
  • Network connection issues.
Solutions:
  • Verify the GRE endpoint is a valid IP address.
  • Select a protection profile before saving.
  • Check the internet connection and try again.
  • Contact support if the issue persists with a valid endpoint and a selected profile.

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Issue: custom profile not appearing in dropdown

A newly created protection profile doesn’t show up in the Profile dropdown. Possible causes:
  • Profile not saved properly.
  • The Protection profiles list has not refreshed.
  • Profile creation failed.
Solutions:
  • Confirm the profile saved successfully, without an error message.
  • Refresh the page, or sign out and sign back in.
  • Recreate the profile only if it never appears on the Protection profiles list.

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Issue: not receiving attack notification emails

No email arrives for an attack or an IP block that already appears in the portal. Possible causes:
  • A changed registered account email.
  • A notification delivered to a spam or junk folder.
  • A delivery issue on the receiving end.
Solutions:
  • Check the spam or junk folder for messages from Gcore.
  • Confirm the account’s registered email address in the Customer Portal.
  • Contact support with the type of missed notification (attack alert or IP block) and its expected time if it still doesn’t arrive.

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Issue: IP blocked after null-routing period ends

An IP address stays unreachable after the null-routing block was expected to lift. Possible causes:
  • A new attack during the null-routing window.
  • A local network or server issue unrelated to Gcore.
  • An unsuccessful unblock on Gcore’s side.
Solutions:
  • Check the local server and network configuration first, because a local issue can look identical to an active null-route.
  • Note that no separate notification is sent when a new attack arrives while the IP is still blocked, so a lack of a new email doesn’t rule out an extended block.
  • Contact support with the affected IP or subnet, the account ID, and the unavailability timeframe if the block persists.

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Issue: profile doesn’t stop game traffic floods

A protection profile is active, but query floods or connection floods for a specific game still get through. Possible causes:
  • A generic policy applied instead of a protocol-specific one.
  • The game missing from Gcore’s list of supported protection profiles.
Solutions:
  • For query-flood patterns on A2S-based games such as Rust or Battlefield 2, add a rule with the UDP protocol, the game’s port, and the rust-a2s or bf2-query policy in the protection profile.
  • Check the supported games list for a matching protocol-aware policy.
  • Contact support with the game name if it doesn’t appear on the list, so it can be evaluated for a supported policy.

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Other requests handled by support

Some changes require Gcore support instead of a self-service option in the Customer Portal.
  • Access to the Kentik analytics portal, included with Advanced protection, or a login issue with it: send support the account ID and registered email to request access or resolve the login problem.
  • Access control list (ACL) changes for a protected network: send support the account ID, location, subnet, and the rule (permit or deny, protocol, source and destination IP address, and port).
  • Filtered PDF exports from Kentik: the export can include the full unfiltered data source rather than the filtered view shown in the UI. Confirm with support whether a filtered export is available.

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Getting help

For issues not covered here, gather the following before contacting support.
  1. Check the most recent email notification from Gcore for relevant instructions or error details.
  2. Review the protection profile and apply profile steps to confirm the setup matches the documented flow.
  3. Contact Gcore support and include the network CIDR, AS number, and any error messages.