amanbv

Hey!

Thank you for your message.

This issue usually occurs when you’re on a Multisite installation OR have a caching plugin active. It’s not a MalCare account or plugin issue.

If you’re on a Multisite, please access the main network website’s dashboard & deactivate the plugin there. That should do the trick.

If not, please deactivate the Caching plugin temporarily & give it a try.

Thank you,
Aman Kedia

Hey!

Thank you for your message & for reaching out to us.

Can you please provide us with your website’s URL with us for us to review the issue?

Also, you can send us an email with the website’s URL and we can check this.

Thank you,
Aman Kedia

Hey Chris!

Thank you for your message.

We checked the video & these requests are not coming from us. We don’t make wp-admin login requests since our plugin is set up on the site. Also, we don’t store wp-admin credentials with us after the plugin setup is done on the website.

127.0.0.1 means that the requests are coming from within WordPress. There is a function or plugin that is making these requests but I can assure you that it’s not MalCare.

I hope that answers your query.

Regards,
Aman Kedia

Hey!

Thank you for your follow-up.

We have checked with Cloudways again & they have confirmed to us that it’s an issue on their end. You can contact the Cloudways team and they will confirm the same issue to you as well.

They are working on a fix for this but they’ve not pushed the fix yet.

Regards,
Aman Kedia

Hey Tina,

Thank you for your patience.

We can confirm that the issue is occurring on a handful of Cloudways websites and it’s an issue on Cloudways end. We’ve already spoken to their team & they’re working on fixing this.

I would highly recommend getting in touch with the Cloudways team regarding this & asking them to reset the file permissions while they fix this issue.

If you’re seeing this issue with sites hosted on any other WebHost, please do let us know.

Thank you,
Aman Kedia

Hey Tina,

Resetting it to default permissions. We can also confirm that the issue is occurring on a handful of Cloudways websites and it’s an issue on Cloudways end. We’ve already spoken to their team & they’re working on fixing this.

I would highly recommend getting in touch with the Cloudways team regarding this & asking them to reset the file permissions while they fix this issue.

If you’re seeing this issue with sites hosted on any other WebHost, please do let us know.

Thank you,
Aman Kedia

Hey!

We can confirm that the issue is occurring on a handful of Cloudways websites and it’s an issue on Cloudway’s end. We’ve already spoken to their team & they’re working on fixing this.

I would highly recommend getting in touch with the Cloudways team regarding this & asking them to reset the file permissions while they fix this issue.

If you’re seeing this issue with sites hosted on any other WebHost, please do let us know.

Thank you,
Aman Kedia

Hey!

Thank you for your patience.

We can confirm that the issue is occurring on a handful of Cloudways websites and it’s an issue on Cloudway’s end. We’ve already spoken to their team & they’re working on fixing this.

I would highly recommend getting in touch with the Cloudways team regarding this & asking them to reset the file permissions while they fix this issue.

If you’re seeing this issue with sites hosted on any other WebHost, please do let us know.

Thank you,
Aman Kedia

Closing due to inactivity.

Hey!

Thank you for your message.

This issue was due to permalinks on the website not being set correctly. By naming the .htaccess file, you reset the permalinks on the site & the issue was fixed.

Let us know if there is anything else that we can help you with.

Regards,
Aman Kedia

Hey!

Thank you for reaching out to us.

We’re investigating why this issue is occurring. In the meantime, can you please ask your WebHost to reset the permissions of the files & folders on the website?

Once done, can you please try to run the update? Let us know if you are still facing an issue after this.

Regards,
Aman Kedia

Hey!

Thank you for reaching out to us.

We’re investigating why this issue is occurring. In the meantime, can you please ask your WebHost to reset the permissions of the files & folders on the website?

Once done, can you please try to run the update? Let us know if you are still facing an issue after this.

Regards,
Aman Kedia

Hey everyone!

Thank you for reaching out to us.

We’re investigating why this issue is occurring. In the meantime, can you please ask your WebHost to reset the permissions of the files & folders on the website?

Once done, can you please try to run the update? Let us know if you are still facing an issue after this.

Regards,
Aman Kedia

Hey!

Thank you for your message.

Can you please share the error you’re seeing on the other websites when updating the plugin? It’ll help us debug this issue.

Thank you,
Aman Kedia

Hey Deep,

Thank you for your review.

We had a look at your website and the ticket you raised. I can see that we did clean the website & removed the malware from the site when you had contacted here.

But within 48 hours, the website was infected again with malware and due to this, you noticed malware in the Twenty-Twenty theme of the website. I can also confirm that your website is still infected with malware and contains over 20 Hacked files.

Our team can help you remove all the malware from the website & also help find the source of the malware reinfection as well. Please do let us know or reach out to our team if you would like assistance with your website.

Our team is always available to assist you with this.

Regards,
Aman Kedia