An "error_access_from_ip_not_allowed" error when a user log in

Hello.
We have developed an app that integrated with Box on our own printer's platform.

My customer in Japan got an issue when he tried to log in to our app.
Error message was {"error":"error_access_from_ip_not_allowed","error_description":"Access from IP not allowed"} from Box server.

What is the cause of this error?

For security purposes, our app passes the 'Authorization' flow to our proxy server.
It means that our app gets 'code' from Box and our proxy server gets token from Box.
Is this possible to make an "error_access_from_ip_not_allowed" issue?
Do you have any IP filters and regions for business accounts?

Our customer said he can't log in with a business account. But he can log in with another account. Also, he can log in to the Box website with a business account on a PC in the same network environment.

Is there any guideline that can help to fix the problem?
Please let me know how to handle this.

Thanks

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