This page is updated regularly with questions that are commonly asked. Please use the navigation to locate the topic you're interested in finding more information about. If you still do not have your answer, please call, chat, or submit a ticket via your SiteLock Dashboard so we can help!

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• Server Access Configuration
• Dashboard "What Is This?" Tooltips

• Question: What is an FTP User and why do you need access to configure one?
• Question: Does the FTP User need any special permissions?
• Question: While configuring SMART File Scan, the scanner connects, but there are no files or folders to select from in the Setup Wizard. How do I fix this?

Question: What is an FTP User and why do you need access to configure one?

Answer: FTP Stands for File Transfer Policy, and it's the process by which files can be uploaded, downloaded, modified, or deleted from a web hosting server. The various SMART scanners require an active FTP connection to your website to perform multiple security scans, including scanning and automatically removing malware from infected code.

If you would like to create the FTP user for SMART to use, we recommend using your host's documentation. Creating an FTP user is a standard process for a hosting company, so you can typically find support articles by searching Google for <Hosting Company Name> FTP Creation. If your host has provided cPanel access to you, this is a straightforward guide:

• https://support.cpanel.net/hc/en-us/articles/1500012573002-How-to-create-an-FTP-account

Question: Does the FTP User need any special permissions?

Answer: No, the FTP user does not need any special permissions for SiteLock to be compatible. The standard FTP configuration steps should work fine.

Question: While configuring SMART File Scan, the scanner connects, but there are no files or folders to select from in the Setup Wizard. How do I fix this? 

Answer: When creating an FTP user, one of the options is Directory. This should be left blank, but many times a path is automatically generated based on the name and domain you selected earlier in the FTP creation process. If this path is left in that directory field when the user is created, that with be the home directory for the FTP user. If the directory didn't already exist (which it doesn't, in most cases), then it is created to be the home directory for the new user. This means that your newly created FTP user only has access to see files in the newly created home directory for that user. The solution is to remove this FTP user, then recreate it with the correct path.

Please note, if you know your actual website document root and create a user with access to just that folder, then SMART File Scan will be able to clean those website files, however, if you request manual action, the Security Analyst may require additional access to see potentially infected files outside of your website path that may be leading to covered website re-infections. Unless you have a specific reason to lock the FTP user down to the exact folder of the website files, it is better to create the FTP user with full access, then define the specific folder with files in the SMART File Scan Setup Wizard.

--- SITE HEALTH

Navigation: Dashboard → Sites → Security Report

Summary: The Site Health report factors in multiple security metrics in order to generate an overall grade for your website's reputation and site health.

Details: The Site Health rating is determined based on a number of security scans available in your SiteLock Dashboard. This rating factors things like malware detected on website pages (Webpage Scan) as well as malware in the website files and database (SMART File Scan & Database Scan). It also factors in whether your website code is susceptible to Cross Site Scripting (XSS) or SQL Injection (SQLi) (Vulnerability Scan), or if you're running outdated core, plugin, or theme software (SMART Patch). Additionally, if your domain is blacklisted by any major email or website blacklist, if you're not using an SSL Certificate, if you have a Website Backup purchased, but not configured or performing regular backups, or if you have any SiteLock security products pending configuration, your reputation will be impacted.

--- SITELOCK TRUST SEAL

Navigation: Dashboard → Sites → Security Report

Summary: The SiteLock Trust Seal is a way to prove to your website visitors that your website is protected by a trusted security company like SiteLock. This module allows you to create a code snippet that can be placed in your website code to display the Trust Seal to your visitors.

Details: For more information the Trust Seal and how to configure it, please see Configure SiteLock TrustSeal.