Malware Scan not working – Connection problem

  • Resolved stijndw

    (@stijndw)


    9 years ago

    Hi,

    My Sucuri malware scan is no longer working. I get the error: “Sucuri: SiteCheck error:”

    I contacted my hosting to find a solution. They did a traceroute and saw there is a package loss. Below in the post you find the traceroute. They also say:”the connection gets interrupted during the communication with sbg-g1-a9.fr.eu and sbg-g2-a9.fr.eu, so there appears to be a temporary problem with it. “

    I must also notice that I moved to a better server in the same hosting company and since then I had this issue. So it might be related to that as well. Nevertheless they did al they can to find and fix the issue on their end and recommended that I contact you guys.

    I hope you can find a solution. I use the sucuri tool a lot.

    Thanks,

    Stijn

    Code:
support@support.com [~]# traceroute sitecheck.sucuri.net
traceroute to sitecheck.sucuri.net (5.39.61.17), 30 hops max, 60 byte packets
1 spare-ams25.siteground.eu (107.6.170.125) 0.612 ms 0.634 ms 0.692 ms
2 5-1-9.ear1.Amsterdam1.Level3.net (213.19.196.53) 0.880 ms 1.190 ms 1.451 ms
3 * * *
4 * * *
5 * * *
6 sbg-g2-a9.fr.eu (91.121.128.125) 15.070 ms 15.528 ms 15.226 ms
7 37.187.36.155 (37.187.36.155) 15.917 ms 16.144 ms 16.145 ms
8 * * *
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    https://wordpress.org/plugins/sucuri-scanner/

Viewing 4 replies - 1 through 4 (of 4 total)
  • yorman

    (@yorman)

    8 years, 12 months ago

    The result of that traceroute has nothing special, the lines with the asterisks indicate that the firewall that protects SiteCheck is just blocking the tracert packets. I asked one of our system administrators and he says that some days ago our datacenter in France had a downtime for a short period of time, considering that the server where your site is being hosted was pointing to that datacenter [1] it make sense that the connection dropped for some time.

    Also, when your hosting provider says “there is a package loss” this points the issue in their side. Imagine that you ask a friend (your hosting provider) to carry a package to the house of another friend (SiteCheck), the first one starts traveling and drops some things from the package on the road, when he arrives to the house of the second the package is empty, who is to blame?

    You can wait some hours (maybe days) while they figure out how to fix that issue in their European network, this is probably just temporary so they will do nothing special to troubleshoot that, be patient and if after a week the problem persists then you will have no option other than uninstall the plugin and use SiteCheck [2] directly from your browser (which is virtually the same thing).

    [1] 5.39.61.17 -> cloudproxy1001.sucuri.net
    [2] http://sitecheck.sucuri.net/

    Thread Starter stijndw

    (@stijndw)

    8 years, 12 months ago

    Thank you for the very clear answer!

    One of the few times that doing nothing will solve the problem 😉 (hopefully:))

    yorman

    (@yorman)

    8 years, 11 months ago

    @stijndw are the connection failures still occurring in your site? Was your hosting provider able to fix the issue with the package loss? Let me know what happened during the last week so I can mark this ticket as resolved or keep it open until we find a solution.

    Thread Starter stijndw

    (@stijndw)

    8 years, 11 months ago

    Hi Yorman,

    Yesterday they managed to solve it.
    It had to do with an SSL handshake that did not went as it should be.

    Thanks for your support!

Viewing 4 replies - 1 through 4 (of 4 total)
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