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Knowledge Base & Operational DocumentationHow to Diagnose a Web Application Firewall Blocking Legitimate Requests
A web application firewall can block a legitimate form, checkout, or API request when a rule interprets the content as suspicious. The block may begin after a ruleset update, application change, or new traffic pattern. Disabling protection broadly can expose the site without identifying what triggered the decision.
Trace the blocked request
Capture timestamp, URL, method, response code, request ID, and the WAF rule or action. Compare one affected request with a successful one, removing personal data before sharing logs. Check whether the issue affects a particular field, user agent, region, or request size.
- Confirm the request reaches the application when the WAF is not blocking it.
- Test a narrow rule adjustment in a controlled environment.
- Keep logging enabled for the adjusted rule.
- Set an owner and review date for any exception.
Informatix Systems lists hosting and security related services. A review can help correlate WAF decisions with application behavior. Contact Informatix Systems if legitimate requests are blocked.