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That's the issue. No error is flashing on the client side. Not even in the browser console of Google Chrome which they are using. Also, I found that the API request made from my SaaS by the client didn't hit my API Code written in Node JS
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What about their DNS responses? Are they getting the same response that you are? That might explain why you're not seeing the hits on the API.
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What error message is the client getting? There's not enough information here to troubleshoot this further.