wfmark

Hi @sinapars,?

I couldn’t find your diagnostic report. There was no attachment on the email you sent to us.

Please try the below instead:

Navigate to Wordfence > Tools > Diagnostic page and then click the “Export” button. Send the txt file to [email protected]. Add your forum username in the subject and respond here once done. Let me know once you have sent the report.

Thanks,

Mark.

Hi @stefanp44, Thank you for sending the diagnostic report and apologies for the delayed response.

Everything looks good on the report.

In most cases, this is usually a problem with the cURL library on your hosting server and your hosting provider will need to fix it as WordPress is unable to send requests back to itself which Wordfence and other plugins on the site need.

Let me know if you need any further assistance.

Thanks,

Mark.

Hi?enviroengineer, thank you for reaching out.

?I suspect the human/bot threshold score set on your site is too high. Any “Verification Required” messages and emails are related to the message Google will send back when the user fails to be confirmed as human by reCAPTCHA checks.

We don’t receive inside information from Google about why a human may sometimes receive a low enough score to always require verification. The “reCAPTCHA human/bot threshold score” setting in?Wordfence > Login Security > Settings?is set to?0.5?by default. A higher threshold setting like 1.0 will cause the verification process to be more frequent as it would need to definitely be seen as a human to log in without verification. I recommend setting that to?0.5?and then using the “Run reCAPTCHA in test mode” option below that for a short time to see what sort of scores you see during your logins. You may need to reduce or increase the threshold score slightly after looking at the test mode score.

Thanks,

Mark

@franaaa, Thank you for the update.

I am glad that you were able to figure out where the problem was.

If you have any further questions about this ticket, please respond here to reopen the ticket.

Thanks,

Mark.

Hi @hebhansen, Thank you for reaching out.

I see you have a custom login page. The Wordfence 2FA and reCAPTCHA features are only supported for the default WordPress/WooCommerce login and registration pages and may not work on custom versions of these pages created manually or by other plugins/themes which explains the issue you’re having.

We have plans to expand our compatibility in the future, although we cannot commit to timelines at the moment.

Thanks,

Mark.

Hi @franaaa, Thank you for reaching out.

Could you please send me a screenshot of the Live Traffic entries?

Be sure to  enable the “Expand All Results” option at the top right of the Live Traffic page, so we can see all the details. Obscure any sensitive information from the screenshots or , send them  to [email protected] and add your Forum username to the subject. 

You can use Snipboard  https://snipboard.io/ to send the screenshots.

Additionally, can you please 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: It should look as follows – Screenshot of Tools > Diagnostic > Send by Email

Thanks,

Mark.

Hi @wattsyourwebsite, thanks for reaching out!

Can you do the following so I can get the information I need to help you?

• Stop the existing scan if it is still running (The “Start New Scan” button turns in to a “Stop” button while the scan is running).
• Go to your Wordfence > Scan > Manage Scan and locate the “Performance Options” section. Set “Maximum execution time for each scan stage” to 20.
• Click to “Save Changes”.
• Go to the Tools > Diagnostics page.
• In the “Debugging Options” section check the circle “Enable debugging mode”.
• Click to “Save Changes”.
• Start a new scan on the Scan page.
• If the scan fails again, copy the last 20 lines or so from the Log (click the “Show Log” link) once the scan finishes and paste them in the post.

On some sites, this will correct the issue. Adding “20” for the “Maximum execution time for each scan stage” tells the scan to pause every 20 seconds and start again where it left off, which makes the scan more performance-friendly for some servers. If this fixes the issue and scans run again, you can leave all the settings above except for “Enable Debugging Mode”.

For a screenshot of my recommended Performance setting options – Click Here.

Thanks,

Mark.

Hi @flintstoned,?

Thanks for reaching out to us. Can you try the following steps, please:

• Stop the existing scan if it is still running (The “Start New Scan” button turns into a “Stop” button while the scan is running) 
• Go to your Scan > Scan Options and Scheduling page and locate “Performance Options”
• Set “Maximum execution time for each scan stage” to 20 on the options page
• Select “Save Changes”
• Go to the Tools > Diagnostics page
• In the “Debugging Options” section, select “Enable debugging mode”
• If “Start scan remotely” is checked, uncheck this option.  
• Select “Save Changes”
• Start a new scan

If the scan still won’t complete, please select the “Show Log” link and copy the last 20 (or so) lines from the Activity Log and paste them here.

If the scan completes successfully, you can turn off (unselect) “Enable debugging mode” from the previous steps. 

Thanks,

Mark

Hi @rozza00, thanks for reaching out.

This message usually means that Wordfence has blocked you for violating a firewall rule.

Please follow these steps to disable Wordfence manually and get back into your site:

• Please use FTP/SFTP — or any file manager available to you.
• Look inside the /wp-content/plugins/ directory and rename the wordfence directory to wordfence.bak.
• Once you have logged in to your WordPress admin you can name the folder back to wordfence again.
• Refresh your dashboard and you should be able to see Wordfence Active again. If not, go to the Plugins page and Activate it.

Once you login, check the “Tools” > “Live Traffic” page feed and locate the request that was blocked. If you are sure that the request is safe and should not be blocked, you can add the blocked request to the allowlist. 

I would suggest that you switch the Firewall to Learning Mode for sometime. From the Wordfence Dashboard click on Manage WAF. Then you will see Basic Firewall Options > Web Application Firewall Status. Change the option to Learning Mode. This will help Wordfence learn that these actions are normal and it will allow them in the future. After you have finished performing the actions, switch the WAF from Learning Mode back to Enabled and Protecting. 

https://www.wordfence.com/help/firewall/learning-mode/ is an amazing resource for learning more about the WAF and learning mode.

Let me know how it goes.

Thanks!

Mark

Hi @uninvolved, Thank you for reaching out.

We are constantly working on making the plugin faster, perform better, and use less resources. There are not set amounts of RAM, CPU or database queries that we know Wordfence will definitely require in each use-case or hosting environment. The cases of slow-down are small in relation to the quantity of customers using Wordfence, but does crop up from time to time with certain configurations or larger databases/number of installed plugins.

For a screenshot of my recommended Performance setting options – Click Here.

You could also set max_execution_time = 60 in php.ini, Wordfence’s scan only ever attempts to use half of this value by default.

Your WP_MEMORY_LIMIT should be set to 128M or 256M in wp-config.php. WooCommerce, for example, recommends 64M minimum (and I often see only 48M in site diagnostics), so if you also have many hits on the site at once especially during a Wordfence scan, a lower limit here could be reached fairly easily. Your PHP memory_limit value should be set to 128M or 256M also to accommodate this change.

Let me know how it goes.

Thanks,

Mark.

Hi @spierbouwers, thank you for reaching out.

Can you please send a diagnostic report to [email protected]. 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,

Mark.

Hi @wpmakenorg, Thank you for reaching out.

Do you see any pop ups to accept Wordfence Terms and Conditions? Can you please send a screenshot of the dashboard notifications?

You can use Snipboard  https://snipboard.io/ to send us a screenshot.

Thanks,

Mark

Hi @ramonbaudoin, thank you for reaching out.

If you’re a Premium Wordfence Customer, I recommend opening a support ticket at https://support.wordfence.com. They will be able to assist you faster and more efficiently.

You can also access premium support via the Help menu item in the plugin, Help link on the plugin’s Dashboard page, on our documentation homepage, or via the HELP link in the footer of all wordfence.com pages.

Thanks,

Mark

Hi @sinapars, Apologies for the delayed response.

Could you please  send a diagnostic report to [email protected]? 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.

Thanks,

Mark.

Hi @russellcardiff, Apologies for the delayed response.

I couldn’t find your diagnostic report. Please try the below instead:

Navigate to Wordfence > Tools > Diagnostic page and then click the “Export” button. Send the txt file to [email protected]. Add your forum username in the subject and respond here once done. Let me know once you have sent the report.

Thanks,

Mark.