Start New Scan button disabled

  • Resolved richmcnabb

    (@richmcnabb)


    1 month, 1 week ago

    Hi, I’ve moved richmcnabb.com to a new host (Namecheap Stellar Plus) and since then the Start New Scan button on the Scan page has been permanently greyed out.

    What I’ve already confirmed and tried, in order:

    1. Diagnostics originally showed “Connecting back to this site” failing, the request was being intercepted by a network-level bot challenge page on the new host (a custom “Checking your browser” page setting a cookie called hc_js_gate).
    2. Namecheap has now whitelisted my server and confirmed via Diagnostics that “Connecting back to this site” shows a clean OK.
    3. “Start all scans remotely” is off.
    4. “Maximum execution time for each scan stage” is set to 20.
    5. “Enable debugging mode” is on.
    6. I deactivated and reactivated the plugin (keeping settings) to try to clear any stuck scan state.

    Despite all of the above, the Start New Scan button is still disabled. I’ve just sent a fresh diagnostic report to wftest@wordfence.com from the Diagnostics page.

    Could you check whether my account has a stuck scan status that needs clearing on your end? Happy to provide the activity log or anything else needed.

Viewing 7 replies - 1 through 7 (of 7 total)
  • Thread Starter richmcnabb

    (@richmcnabb)

    1 month, 1 week ago

    Quick correction to my post above: the diagnostic report email actually failed to send (“There was an error while sending the email”), so wftest@wordfence.com won’t have received anything from me. Happy to try again or send the report another way if that’s useful.

    Thread Starter richmcnabb

    (@richmcnabb)

    1 month, 1 week ago

    Resolved, turned out to be a network-level block on the new host intercepting self-requests. Once that was cleared and I closed the failed scan banner, a new scan started running normally.

    Thread Starter richmcnabb

    (@richmcnabb)

    1 month, 1 week ago

    Thanks

    denpashogai

    (@denpashogai)

    1 month ago

    “request was being intercepted by a network-level bot challenge page on the new host”

    Hi Richard, can you tell me more about this? The same thing (“Checking your browser…” and a cookie called hc_js_gate being set) has been appearing on my WordPress sites running on Spaceship’s shared hosting for a few months now. I contacted them about it and they claimed not to know anything and sent me on a wild goose chase disabling and checking my plugins. I’d love to get rid of it (or at least get control over it so I can customise the ugly message).

    Thread Starter richmcnabb

    (@richmcnabb)

    1 month ago

    Hi there, mine was eventually solved after 2.5 hours on support chat as my hosting company added my ip address to a whitelist. That seemed to be the issue.

    I worked with Claude AI to try and prevent the back and forth from support but still my hosting provider still passed me around from department to department.

    It took a few loops but we got there. I found Claude great at diagnosing and clearly laying out what we had done. Good luck!

    denpashogai

    (@denpashogai)

    1 month ago

    Thanks Rich, sounds like I just need to be more persistent with the support team! Squeaky wheel gets the grease and all that.

    Thread Starter richmcnabb

    (@richmcnabb)

    1 month ago

    Yes, persistence pays off.

    I try my best to troubleshoot things myself beforehand to eliminate the classic support back and forth of “clear your cache”, “try another browser/device”, “use incognito mode”, etc.

    Anything to bypass 80% of their scripted responses and get to the point where they escalate it enough that someone actually looks into it instead of firing dozens of help articles at me. I’m dyslexic, formally diagnosed, so whenever they come at me with a wall of text, I just call this out and ask if they can do it for me.

    If it’s beyond my technical capabilities, regardless of whether I can make sense of the article, I’ll just ask if they can help me out, as I don’t want to break my site. This is my preferred option unless the article is crazy long then I use the method above.

Viewing 7 replies - 1 through 7 (of 7 total)

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