Support » Plugin: Wordfence Security - Firewall & Malware Scan » Wordfence Scan Failed

  • Resolved katvt

    (@katrintroeva)


    Hi,

    I received the following message more than 3 hours ago, and I still haven’t been able to perform the Wordfence scan:

    Scan terminated with error: The Wordfence scanning servers are currently unavailable. This may be for maintenance or a temporary outage. If this still occurs in an hour, please contact support. [404]

    Would you please tell me what to do to solve the problem?

    Best,
    Katrin

Viewing 15 replies - 1 through 15 (of 16 total)
  • Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    @katrintroeva Please do not post large code or responses like that here, it doesn’t work after ~10 lines or so.

    If you need share that data please use https://pastebin.com/ instead and post the link to that paste.

    Hey @katrintroeva,

    Are you still experiencing this? Have you tried a scan recently?

    Thanks,

    Gerroald

    Thread Starter katvt

    (@katrintroeva)

    Hi @wfgerald,

    Yes, I just tried to re-do the scan and received the same message.

    I checked the full log earlier today, and apparently, the problem appeared on Oct 8th.

    I tried everything that is mentioned on wordfence.com/help/scan/troubleshooting/, but so far, nothing has helped. 🙁

    Best,
    Katrin

    Hey @katrintroeva,

    Can you send me a Diagnostics report so I can get a better overview of your environment? Please navigate to Wordfence > Tools > Diagnostics. Here you can select SEND REPORT BY EMAIL. Please include your WordPress.org username and update this thread after you’ve sent it.

    Thanks,

    Gerroald

    Thread Starter katvt

    (@katrintroeva)

    Hi @wfgerald,

    I’ve just sent it.

    Thanks,
    Katrin

    Plugin Support wfscott

    (@wfscott)

    Sorry for the delay.

    Are you still experiencing issues at the moment after trying to run multiple scans?

    If so, please let me know your hosting provider.

    Thanks,
    Scott

    • This reply was modified 2 years, 8 months ago by Jan Dembowski.
    Thread Starter katvt

    (@katrintroeva)

    Hi @wfscott ,

    Yes, I’m still experiencing the issue.
    My hosting provider is Bluehost.

    Thanks,
    Katrin

    Plugin Support wfscott

    (@wfscott)

    Could you two please send me your error logs with the most recent date to wftest@wordfence.com with your username here as the subject line.

    Those logs can be found in Wordfence > Tools > Diagnostics > Log Files. In the diagnostics it looks like both of you have an error log with recent entries.

    I will take a look and see if I see anything there.

    Thanks,
    Scott

    • This reply was modified 2 years, 8 months ago by Jan Dembowski.
    Thread Starter katvt

    (@katrintroeva)

    Hi @wfscott,

    I’ve sent all three files.
    Please let me know if you need anything else.

    Thanks,
    Katrin

    Plugin Support wfscott

    (@wfscott)

    @mirumir7 @katrintroeva

    Thanks for sending those over. Can you both check Wordfence > Firewall > All Firewall Options > Protection Level and if you see Remove Extended Protection, click it (if you don’t see it, skip that). After that, go into the Plugins area and deactivate and delete Wordfence. In the Plugins section, click Add New and search for Wordfence and re-install. See if that re-install does any good. The settings will be saved in your database still.

    When you go to run a scan, please enable the debugging mode at the bottom of Wordfence > Tools > Diagnostics in Debugging Options. If the scan fails, please send over the last 10-15 lines or so over here to see if there is anything new there.

    Thanks,
    Scott

    Thread Starter katvt

    (@katrintroeva)

    hi @wfscott,

    I did exactly as you said and the scan failed again. Here is the activity log info:

    Oct 22 19:37:57:1571765877.033971:2:error] Scan terminated with error: The Wordfence scanning servers are currently unavailable. This may be for maintenance or a temporary outage. If this still occurs in an hour, please contact support. [404]
    [Oct 22 19:37:57:1571765877.033734:2:info] Wordfence used 0 B of memory for scan. Server peak memory usage was: 90 MB
    [Oct 22 19:37:56:1571765876.255239:4:info] Calling Wordfence API v2.26:https://noc1.wordfence.com/v2.26/?k=65b569e9a3a6c8e62d68599c61794d9399a3b107ad1854100fb86c31541d0860e7a1ebb1a0464f59db132328fdcf0ff42c1cae29eed4d3c21389bfec758a966d&s=eyJ3cCI6IjUuMi40Iiwid2YiOiI3LjQuMCIsIm1zIjpmYWxzZSwiaCI6Imh0dHA6XC9cL2RvZ2d5YmxvZ2dlci5jb20iLCJzc2x2IjoyNjg0NDM5ODMsInB2IjoiNy4wLjMzIiwicHQiOiJjZ2ktZmNnaSIsImN2IjoiNy42Ni4wIiwiY3MiOiJPcGVuU1NMXC8xLjAuMnQiLCJzdiI6IkFwYWNoZSIsImR2IjoiNS42LjQxLTg0LjEifQ&betaFeed=0&action=log_scan
    [Oct 22 19:37:56:1571765876.254924:1:info] Contacting Wordfence to initiate scan
    [Oct 22 19:37:56:1571765876.251961:10:info] SUM_PREP:Preparing a new scan.
    [Oct 22 19:37:56:1571765876.250444:4:info] Setting up scanRunning and starting scan
    [Oct 22 19:37:56:1571765876.250238:4:info] Setting up error handling environment
    [Oct 22 19:37:56:1571765876.250037:4:info] Requesting max memory
    [Oct 22 19:37:56:1571765876.248912:4:info] Checking if scan is already running
    [Oct 22 19:37:56:1571765876.248178:4:info] Checking saved cronkey against cronkey param
    [Oct 22 19:37:56:1571765876.247970:4:info] Checking cronkey: e010304844f1b464e3502e4db28a201a (expecting e010304844f1b464e3502e4db28a201a)
    [Oct 22 19:37:56:1571765876.247716:4:info] Fetching stored cronkey for comparison.
    [Oct 22 19:37:56:1571765876.247365:4:info] Scan engine received request.
    [Oct 22 19:37:55:1571765875.541178:4:info] Scan process ended after forking.
    [Oct 22 19:37:54:1571765874.417700:4:info] Starting cron via proxy at URL https://noc1.wordfence.com/scanp/doggyblogger.com/wp-admin/admin-ajax.php?action=wordfence_doScan&isFork=0&scanMode=standard&cronKey=e010304844f1b464e3502e4db28a201a
    [Oct 22 19:37:54:1571765874.417173:4:info] getMaxExecutionTime() returning config value: 15
    [Oct 22 19:37:54:1571765874.416988:4:info] Got value from wf config maxExecutionTime: 15
    [Oct 22 19:37:54:1571765874.416564:4:info] Entering start scan routine
    [Oct 22 19:37:54:1571765874.415795:4:info] Ajax request received to start scan.

    Plugin Support wfscott

    (@wfscott)

    Thanks for sending those.

    I recommend downloading and activating the Health Check & Troubleshooting plugin.

    The good thing about this plugin is the troubleshooting and changes are only seen in the back end and not to visitors. After downloading that, in the plugins section under HealthCheck & Troubleshooting you’ll see “Troubleshoot”. Click that and you’ll be in Troubleshooting Mode, which you will see a Troubleshooting Mode button in the top admin bar, which lets you know you are actively troubleshooting. Clicking Disable Troubleshooting mode in that area will turn off troubleshooting.

    With Troubleshooting mode active, in the plugins section you will see Enable while troubleshooting under all your plugins. Click Enable while troubleshooting under Wordfence only, and your site on the backend will act as only Wordfence is enabled.

    In the top admin bar, hover over Troubleshooting Mode and then Themes and check to see if a default theme is enabled, such as Twenty Nineteen.

    Then go back and try running a scan and see if you notice any difference.

    Scott

    • This reply was modified 2 years, 8 months ago by Jan Dembowski.
    Thread Starter katvt

    (@katrintroeva)

    Hi @wfscott

    I did what you said, but it didn’t work. 🙁

    Best,
    Katrin

    Plugin Author WFSupport

    (@wfsupport)

    katvt

    Thanks for your patience and for sending in the error logs. We were able to identify the issue. It seems that someone has installed a nulled copy of Wordfence on your site. Nulled means that the person who installed it tried to get you premium features without having to pay for it. They might have bought the premium license from a site other than wordfence.com for a deep discount.
    For the record, if you are buying a premium license for a plugin at a crazy low rate but have to download it from the site you are buying it from it is not legitimate and most likely contains malware or backdoors in it.
    And just so you know, nulled copies of the plugin fail in a lot of things, especially when they try to things that call back to our servers.

    So the way for you to fix this is go top the Wordfence Dashboard > Global Options page and look in the General Wordfence Options section. Look at the bottom of the section for “Delete Wordfence tables and data on deactivation ” and check the box. Save the changes on that page and then go to the Wordfence > Login Security > Settings page. At the bottom of the page check the box next to “Delete Login Security tables and data on deactivation” and save the changes. Next got to the Firewall > Manage WAF page and click the button that says “Remove Extended Protection. This should take a little while to finish. If you do not see that button but see one that says “Optimize Firewall, you can move on. On your plugins page Deactivate Wordfence and then Delete it.

    Once all that is complete you can try installing the free version of Wordfence again but just so you know if you or someone else nulls the plugin, or tries to get Premium for free the plugin will cease to work. Hopefully you will not work with whichever developer did this again. It’s really sad that we provide a complete security solution for free with everything you need to clean and protect your site and still some developers try to do something shady like stealing the Premium plugin.

    @mira and @mirumir7 I need to see your scan log to proceed with helping you further. You can open a new thread as per forum rules at this link since this thread will be closed immediately. Wordfence does not support or clean any site with any nulled theme or plugin installed. Ever.

    Tim

    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    @mira @mirumir7 I’ve archived your replies on this topic. If you need support then per the forum guidelines please start your own topic.

    https://wordpress.org/support/forum-user-guide/faq/#i-have-the-same-problem-can-i-just-reply-to-someone-elses-post-with-me-too

    You can do so here.

    https://wordpress.org/support/plugin/wordfence/#new-post

    Do not post if you are using a nulled plugin. That’s just an amazingly bad idea. Use the one from here.

    If you are using the premium plugin then seek support on the author’s site. That version cannot be supported in these forums.

Viewing 15 replies - 1 through 15 (of 16 total)
  • The topic ‘Wordfence Scan Failed’ is closed to new replies.