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Malware Removal

How long it takes to clean up my site?

The full cleanup usually takes less then a full work day.There are many variables to consider such as authentication to the site, the type of infection, and queue volume.On average, it takes less than 4 hours. This is not a guarantee as clean up varies from site to site.

Why does my site still show infected in the dashboard after a malware cleanup?

Our monitoring dashboard takes a bit to reflect the new status.If you do a realtime scan from your dashboard you will get the current status.Allow a bit of time for the monitoring dashboard to reflect the changes.

You submitted my site to Google, why am I still blacklisted?

Google varies in their review time. On average, Google takes around 10 hours to delist a blacklisted site.

Blacklist

You submitted my site to Google, why am I still blacklisted?

Google varies in their review time. On average, Google takes around 10 hours to delist a blacklisted site.

Firewall

I can't access my site behind the Firewall. What's going on?

Website Firewall is built with high resiliency and failover to never have any down times.If you can't access your site, it is likely that your IP address could have been blocked by mistake.Please check if your site is down on this link. And please open a support ticket so we can investigate what is happening.

Why is the Firewall blocking me from my admin pages?

If the block message you see is IPB17, this is because your sites administration pages are locked to a list of trusted IP addresses, the message also provides your IP address which can be added here:
https://sucuri.net/demo/firewall/settings-access-control?site=example.com&panel=access-control#whitelist-addr

If you do not have a fixed IP address (mobile or dynamic) or you have many users with administrative rights, you will need to disable the admin panel restriction feature here:
https://sucuri.net/demo/firewall/settings-security?site=example.com&panel=security

Site is not loading just for me

This would be a caching issue, you can clear the Firewall's cache or change the caching level here:

https://sucuri.net/demo/firewall/settings-performance?site=example.com&panel=performance

*Other block messages for regular users *(not administrators)

Our block messages are quite meaningful and often indicate a path that might need whitelisting here:

https://sucuri.net/demo/firewall/settings-access-control?site=example.com&panel=access-control#whitelist-addr

Users can't comment

By default we block "XMLRPC, Comments and Trackbacks", this block can be disabled here:

https://sucuri.net/demo/firewall/settings-security?site=example.com&panel=security

Backups

I cannot setup a site on backups. Why is this happening?

Double-check your credentials and make sure you are entering the correct ones.

Check that the FTP/SFTP directory is correct and contains the files of your site.

If your site is under the Firewall, use the host IP address for the FTP/SFTP hostname.

How do I restore backups?

You can see all your site’s backups on your dashboard.

Simply click on the backup you want and it will be downloaded to your computer. Once it’s in your computer, for files backup, unzip it and using a FTP client (ex: FileZilla) just upload the content from the unziped folder to your website root directory.

For database backup, using phpMyAdmin from your host cPanel, go to Import, choose the database backup file (no unzip needed) and Go.

That’s all the steps you need to follow to fully restore your site.

Why is my backup failing?

Most common reason is that your FTP/SFTP credentials have changed. You can update those in the settings section for the specific site that is failing.

If your site is under the Firewall, you should use your host IP as FTP/SFTP hostname.

Why is my database not backed up?

Most common reason is that your FTP/SFTP credentials have changed. You can update those in the settings section for the specific site that is failing.

Other

Blocked with 504 errors

504 errors could have one of 3 causes:

  1. The hosting server is having resource or other hosting issues.
    You can check with your host if that is the cause
  2. The hosting server is blocking requests from the Firewall.
    Ensure the Firewall IPs are whitelisted on the host server and in any security plugins
  3. The hosting server IP address has changed
    You can check with your host if that is the cause

Emails not working

This is nearly always caused because the DNS MX record is pointing to Firewall IPs and not the hosting server, usually there should be an A record "mail." with the host IP, and that should be the MX record, but we can check that for you.

Can't find what you are looking for?
Please check our KB (Knowledge Base) which has more information and may have an answer to your question already.