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SNAPMobile Web Rejects Login When Portal is Proxied via Cloudflare

Scope​

Intended Audience: White Label Partners, Tier 1 Technicians & Higher

SNAPMobile Web will reject login credentials if the branded portal is proxied through Cloudflare. This proxying interferes with session and authentication handling between the portal and SNAPMobile.

Requirements​

  • Access to Manager Portal

Symptoms​

  • Users can log into the manager portal successfully.
  • Launching SNAPMobile Web from within the portal prompts for credentials again.
  • Entering the same credentials results in “incorrect username/password” errors.

Steps to Replicate​

  1. Log into a branded portal using a valid user account.
  2. Click on Apps > SNAPMobile Web.
  3. Observe: SNAPMobile Web prompts for login credentials again.
  4. Attempting to log in with the same credentials fails.

Root Cause​

The branded portal domain may be proxied via Cloudflare, which:

  • Alters how HTTP sessions, cookies, and authentication tokens are passed.
  • Breaks SNAPMobile Web’s ability to carry over the login session from the manager portal.

How to Identify If a Domain is Proxied via Cloudflare​

Part 1​

  1. Use nslookup
nslookup manage.niftywidgets.co

Result to look for: If the IP returned is within Cloudflare’s ranges (e.g., 104.16.x.x, 172.67.x.x), it is being proxied.

  1. Use MXToolBox DNS Check DNS Lookup Tool - DNS Tools - MxToolbox
    1. Input your FQDN into the field at the top of the page, and perform the DNS check. You should see the below canonical name appear.
    2. If a Cloudflare proxy is enabled, it will show like this instead:

Part 2​

  1. Look for the orange cloud ☁️ icon in Cloudflare DNS settings.
  2. If the icon is orange, the record is proxied. If the icon is gray, it is DNS-only and not proxied.

Resolution​

  1. Log into Cloudflare where the domain is managed.
  2. Go to the DNS tab.
  3. Locate the CNAME or A record for the portal domain
  4. Click the orange cloud icon to disable proxying — it should turn gray.
  5. Save changes.
  6. Wait a few minutes (up to 5-10 minutes for propagation).
  7. Re-test SNAPMobile Web login.

Notice​

Per the DNS Records article, we state: "Do not use Cloudflare Proxies or any other caching service. They will prevent certain features from functioning properly. Disabling Cloudflare Proxies feature will usually resolve DNS related issues."