Jelena

Hi Mike,

Thanks so much for the update and for offering your help. That’s much appreciated.

We’ve just send an email to you. Please feel free to respond when you have a chance.

Email is sent to your ODP – Shield purchase email address.

Thanks again.

Jelena

Hi,

My feeling is that caching is causing weird behaviour here. Could I ask you to turn off or better yet, completely disable any caching plugins or systems on your site. Then try this again?

Regarding the Ultimate Member plugin, we have support for this, but it’s available for pro sites only. This is the list of the WP membership plugins we support:
https://icontrolwp.freshdesk.com/support/solutions/articles/3000087070

Are you running Shield pro on this site?

Thanks.

Plugin folder name is wp-simple-firewall.

But the problem here is that your tried to disable or delete Shield completely from your site (via your File Manager) but the block is still there. This is not possible. You can’t get blocked by something that isn’t active/installed on your site…

You also tried forceoff, but if I understood well, this also wasn’t working?

All of these telling me that either you’re not forceoff/renaming/deleting plugin properly. or there is something else that’s causing this. It could be another plugin, IP source detection, etc. It could be anything.

At this point, it’s difficult to say what’s causing the block.

The only way to help you out is to see what you’re doing. Could I ask you to contact us directly here and record a short video of creating forceoff or renaming plugin folder, and send it to us, please?

Thanks.

Yes, “forceoff” shouldn’t have any extension, anything, it’s just “forceoff”.

Thanks for the update.

Now, can you go to your audit trail and let me know what it says, please? Just look for logs around the time when you got blocked. This is how to use audit trail:
https://icontrolwp.freshdesk.com/support/solutions/articles/3000070244

Let me know what you find. This will help us to know the problem cause so we could provide best solution for you.

Thanks.

Hi,

Sorry to hear about the trouble you’re having.

You can remove your IP from the blacklist instantly by using the ‘unblock’ file flag, and this is how to do that:
https://icontrolwp.freshdesk.com/support/solutions/articles/3000092024

If you’re getting blocked all the time, best is to use a “forceoff” file instead and then check your audit trail to find the problem cause.

To do that, please follow these steps:

1) Go to your FTP for this site and create a “forceoff” file by following the steps outlined here:
https://icontrolwp.freshdesk.com/support/solutions/articles/3000000959
2) Log into your site
3) Go to the IP Lists section of the Shield and remove your IP from the blacklist (if needed). Please see here how to do that:
https://icontrolwp.freshdesk.com/support/solutions/articles/3000072655
4) Go to your Audit Trail:
https://icontrolwp.freshdesk.com/support/solutions/articles/3000070244
It will help you to identify the problem cause. You may look for audit trail logs around the time you were getting blocked.
5) Change Shield settings based on the audit trail finding.

If you don’t know how to interpret audit trail logs, please feel free to send it to us and we’ll do that for you.

Thanks.

Jelena

Hi,

Firstly, my sincere apologies for such a slow reply…

We’ve just released 9.0.3. Could I ask you to upgrade and then monitor trusted users comments , please? Let us know if the problem is still there or not.

Many thanks and again, sorry for the delayed response.

Jelena

Okay, cool. Thanks for sharing this info. Much appreciated.

Sorry for confusion here…

There is a difference between “site admin” and “admin user“.

Email address of the site admin is xxxx@orange.fr. You can find this under the WP general settings:
https://www.screencast.com/t/X7FORsfZ

Admin (your xxx@gmail.com email) is an admin user.

Since you have not specified where you want Shield to send email reports, it’ll default to the site admin email. So, if the field is empty, emails will be sent to xxxx@orange.fr.

If you don’t want Shield to send emails to the site admin email address (xxxx@orange.fr), but to some other email address, you’ll need to enter that email address in the “Report Email” field.

For example, if you want emails to be sent to the admin user email (xxx@gmail.com), please feel free to enter this email into the reporting field, and the reporting emails will be sent to this email address.

Again, sorry for confusion. Let me know if I can be of any further help. Would be happy to respond.

Thanks.

Hi,

Thanks for your question.

Shield will send emails to the email address configured in the General settings.

You may go to the General settings => Plugin Defaults => Report Email and enter where you want Shield to send email reports. If you leave this field empty, emails will be sent to the site admin email address.

Hope this helps.

• This reply was modified 5 years, 11 months ago by Jelena.