Hi @wgfusari, thanks for your question.
Something may have changed on your hosting to cause IP detection to stop functioning the way you expect. However, we can run some checks to see whether you can rectify it right away.
Check whether your own public facing IP address as seen on https://www.whatsmyip.org/ matches what is seen on Wordfence > Dashboard > Global Options > General Wordfence Options > How does Wordfence get IPs. If not, cycle through the options there until it does.
You may also find the “How does Wordfence get IPs” section of our help docs useful for more information: https://www.wordfence.com/help/dashboard/options/#general-wordfence-options
Let me know how you get on with that!
Thanks,
Peter.
Hi Peter. Thank you very much for your response. My IP addresses does match the IP address under Wordfence > Dashboard > Global Options > General Wordfence Options > How does Wordfence get IP. I contacted my Hosting Company and was told the IP address in the alert I received was for Sitelock.
Hi @wgfusari, thanks for your response.
Is that to say you’re using Sitelock as well as Wordfence on this site and need to resolve the issue by looking further into the message you were receiving from that plugin? Sometimes running more than one may slow down your loading speeds due to overlapping features all scanning the site simultaneously, and may in some instances cause conflicts. Ultimately it’s your choice as to whether you do that and which features of each plugin you use. Wordfence can have features turned on/off in All Options to accommodate this.
Let me know if you need further assistance.
Thanks,
Peter.
I thought the issue was resolved and did not need further assistance, but today our Executive Director who views the website all the time received the attached when trying to view it: https://acts4.org/wp-content/uploads/Website-Message-6-9-21.pdf.
This has happened to me as well. I don’t understand why.
Hi @wgfusari,
The “…Manual block by administrator” message is due to your manual permanent blocking of the IP. You can review these blocks in Wordfence > Firewall > Blocking and select “UNBLOCK” for the one affecting this visitor.
Thanks,
Peter.
I understand the “manual block by administrator”. This goes back to the original issue, of the wrong IPs being detected. The Executive Director’s IP is not on the blocked list or I would unblock it.
Hi @wgfusari, it might be best to drop us a diagnostics report. Sometimes with certain hosting/server/firewall configurations, the visitor IP that is passed to the site for Wordfence to interpret can be incorrect.
Can you send a diagnostic report to wftest @ wordfence . com? You can find the link to do so at the top of the Wordfence Tools > Diagnostics page. Then click on “Send Report by Email”. Please add your forum username where indicated and respond here after you have sent it.
Note: For the fastest response time, please make sure and add any information or questions directly to this topic and not the email address above unless asked.
Thanks,
Peter.
Thank you so much @wfpeter. I just sent the report.
Hi @wgfusari,
Thanks for providing your diagnostic. I was looking for the incorrect detection of IPs that might be causing a problem for the specific user you mention, but it seems that REMOTE_ADDR is coming through correctly from the information I have. There don’t seem to be any other connectivity issues.
It might be worth having the user experiencing the blocks attempt to log into the site from a different browser to their default, or a private/incognito window to see if the blocks still happen. At the same time, if you’re logged into the site and being talked through what they’re attempting, you’ll see if there are any changes on the Wordfence > Firewall > Blocking page to unblock them again. It is possible that another block reason is the source, such as having “Immediately lock out invalid usernames” set – which would even block somebody making a simple typing error (or using an email address if it isn’t also the username) on the WordPress login page.
Thanks,
Peter.
