Support » Fixing WordPress » Unable to view my site from certain locations

  • Hey folks,

    I have a really odd situation. I’m working with a theme developer’s support technician who is located somewhere in Russia. He is unable to view my website in his browser, it just times out.

    If he uses a proxy, he can view my site, but unfortunately he can’t do the work he needs to safely via the proxy, so all this helps to prove is that it’s a location specific problem.

    Here is what else we know:

    – He is on a dynamic IP address so it changes every day
    – My web host says they are not blocking his IP for any reason
    – I was using Cloudflare, but they said they were not blocking him
    – I have “paused” Cloudflare and this made no difference.
    – It’s not entirely country specific because I myself have tried using a VPN in Moscow and I can view my site with no problem.
    – He is able to view another website of mine that is hosted on the same server, seemingly ruling out an issue at my web host’s end.

    Does anyone have any ideas I have not thought of? Could it be that I have a plugin that is calling an external file, and that file is on a server which is somehow blocking him? I don’t even know how that would work if he has a dynamic IP…

    I’m really stuck with this one!

Viewing 5 replies - 1 through 5 (of 5 total)
  • Moderator Steve Stern

    (@sterndata)

    Do you have a security plugin like WordFence, iThemes, or are you using Jetpack’s Protect?

    That’s an excellent suggestion, but I had already thought of that. Sorry I forgot to put it on the list.

    I am using Jetpack with the “Protect” option turned on, but I am also using it on the second site on my server which he is able to access with no problem.

    Moderator Steve Stern

    (@sterndata)

    If you disable “protect” does the problem go away?

    Try disabling *all* plugins. If he can access, then turn them back on one at a time until he can’t.

    Are they seeing a CloudFlare error message? If this is the case the first step is to ensure your firewall/server has CloudFlare’s IP Addresses fully whitelisted. Installing Mod_Cloudflare can help ensure any security plugins don’t inadvertently block CloudFlare.

    No CloudFlare error message? Is the CloudFlare IP Address shared by another IP Address which their network is blocking? If so, the only alternative is really to delete and re-add the site to CloudFlare to see if you get assigned some different IP Addresses which aren’t blacklisted. Russian IP blocking isn’t unique to just CloudFlare.

    No they don’t see any messages regarding Cloudflare. It just times out in the browser and says it’s taking too long to load.

    I do like your suggestion about removing it from Cliudflafe and then adding it again. I guess I’ll have to try that! Thank you.

Viewing 5 replies - 1 through 5 (of 5 total)
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