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I suggest taking packet captures at all possible places, including client side (the one not able to connect), server side, and VM firewall at both sides, if that's an option. With that information, you should have more insights towards the source of the connectivity problem. Verify that there is TCP three-way handshake connectivity and from there you can continue with other HTTP application layer, if applicable.
I strongly recommend raising a case with the support team so that they can investigate why your EIP isn't reachable from some network locations. The internet is a vast collection of networks that are owned and operated by different parties. Routes, network paths, security policies, agreements between peering partners and network availability change all the time on a second-by-second basis. The support team can work with you and try and work with external parties to resolve this.
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Hi @ftresfre devices not able to connect are from common visitors around the world that from one day to another stop working and they send mail asking for a solution. The issue apply on web site visitors PC/Macs we cannot work/debug on their desktops... The only debugging possible was on 1 of our paying customers that is having the same problelem and spent some time sharing their screen to run simple commands