503 from bulk update via primary key for Some Users

[Bryan_PPLX]

UPDATE: we found the root cause. It was the VPN/middleware. Without VPN, the write/update queries were working. But we would still like to know: with the VPN, why were GET queries working?

• Goal: Some users in Phillippines are getting 503 from retoolDB update query, some users are getting 200. This is Retool Cloud.

• Steps:

1. Check Permissions
2. Run the same query

• Details:
  In our App, we have a query that updates the table with "bulk update via primary key"

Problem is that this behavior seems inconsistent for the users in the same permission group. Also, we can't debug based on 503 with no error message.

1. We can't figure out what the 503 error message is about.
2. the timeout for this update query is 20seconds.
3. I (US) run the same query and get 200. User in Phillippines is running this query and getting 503.
4. This failed query isn't captured in the audit logs.
5. Other Retool DBGet Queries work for both of us.
6. btw, they use a VPN to be in USA, and their IP Address is 64.79.143.250. Is this IP blocklisted on Retool firewall?

• Screenshots:

[Darren]

Hey @Bryan_PPLX! Welcome to the community. And thanks for stopping by office hours.

I've been monitoring this in our server logs and noticed last week that the same IP you shared seemed to be successfully triggering the prod_updateOrderinRetoolDB query. Can you double check and confirm?

[Darren]

@Bryan_PPLX

UPDATE: we found the root cause. It was the VPN/middleware. Without VPN, the write/update queries were working.

Just documenting this for the sake of the community!