TrueShield Firewall FAQ
If I move hosting providers, will I need to update anything?
Yes, you must update the site IP if your website ever moves hosts or servers. The IP address that the firewall forwards traffic to is the one that is in your firewall settings under the “General Settings” section. For more information on how to do this, please see the “Firewall Settings” section. If you have issues doing this, please contact us and we will assist you.
My email is down. Does it have anything to do with your firewall?
The only way the firewall can affect email is if certain DNS entries are incorrect. First ensure that your mail DNS entry is not pointing to your domain name. Also ensure that your MX record is not pointing to your domain name. If these are incorrect, please contact us.
Otherwise, if these entries are correct, please contact your hosting provider.
My browser is giving a 400, 401, 403, 404 or 500 error with no SiteLock page. Is this due to the firewall?
It is highly unlikely. If our firewall has an error, it will display a SiteLock error page with a specific one or two digit error code. For any error listed above, please contact your hosting provider or server administrator for assistance.
There are threats listed in the firewall results. Were they blocked?
Yes, all listings under the threats tab in the firewall results were blocked successfully and did not access or harm your site.
Do I have to use both SiteLock A records?
Yes, we use two IP addresses for redundancy purposes. That way if one IP does not respond, the other one will. This will reduce website downtime.
Why can’t any other CNAME point to the website’s domain once the firewall is setup?
Pointing a CNAME to your website’s domain with the firewall in place will cause that CNAME to stop working. This is because the website’s domain is pointing to our proxy IPs as opposed to your server IP. Certain CNAMEs are required to point to your server to function, such as FTP or MAIL. MAIL, for example, pulls email from your server, where it is stored. If that record is no longer pointing to the server it will not be able to send or receive email. With the firewall in place, always ensure that these DNS entries are actually A records pointing to your server IP.
Where can I find a list of the firewall’s IP ranges?
Please refer to the bottom of the “Common Firewall Errors” page.
I was making a change to my website, and was redirected to a SiteLock error page. What happened?
This may happen when making changes to your website if the firewall determines the code you updated contains a vulnerability. Please double check your code and ensure it is secure, as this is the most likely cause. If you are absolutely sure the firewall saw a vulnerability in error, please contact us.
I tried setting up 2 Factor Authentication on a page of my website, but it’s not doing anything. Why is that?
We will need to make these changes for you, please contact us for assistance.
I am trying to make changes in my TrueShield settings, but I am getting a message that says “Changing these settings requires a higher level of service”. Why is that?
Depending on which firewall plan you have, you may not have access to certain settings such as Responsive Settings, Proactive Settings, Performance Settings and Authentication. You will need to upgrade your plan to use them.
Why aren’t visitor statistics showing up on my dashboard?
Either your firewall was just setup, not setup correctly, or it is a bug. If it was just set up, please allow up to 24-48 hours for visitor statistics to appear. Ensure the firewall is setup correctly. If your firewall was set up longer than 48 hours ago and you are sure it is setup correctly, please contact us so we may fix the issue.
I had the free firewall plan setup and I am getting a SiteLock error page that says “SSL not supported”. Why is that?
The free firewall plan does not support SSL certificates. You will need to purchase the plan that supports them.
My FTP no longer works after installing the firewall.
Ensure your FTP CNAME was changed to an A Record that points to your website’s IP. If it wasn’t, please make this change. If it was changed and there are still issues, try using your website’s server IP when connecting to FTP instead of “ftp.yourdomain.com”. If there are still issues, contact your hosting provider as there may be an issue with your server.
I cannot access my website’s cPanel after installing the firewall.
After installing the firewall, you will need to use a different URL to access your cPanel. Please note this is only for users that access their cPanel through their website and not the host.
Try the following where “yourdomain.com” is your website’s domain, and “yourserverip” is your website server’s IP address (do not use .com or others with the server IP).
I made changes to my website, but it hasn’t updated. What happened?
If you have a firewall plan with the CDN, the CDN is most likely displaying a cached version of your website. See the “Firewall Settings” article for details on how to purge the cache so it will update. Also try clearing your local cache on your computer.
Locating Your DNS Manager
If your hosting provider is not listed below, the best thing to do is to contact them for assistance. You can also search “manage dns” and the name of your hosting provider on a search engine and you should find exact instructions in their respective support section.
Also check where your nameservers are pointing to. Sometimes just because your hosting is with one provider, doesn’t mean your DNS is managed at the same one. This will help determine which host has your dns manager.
Please note that these are help pages explaining how to find and use your DNS manager at specific hosts, not links to DNS managers.
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