Troubleshooting

The firewall locks me out

1. 1On the block page, use the recovery link: it is emailed to the site administrator, valid for one hour, and works once.
2. 2Otherwise, add the line below to wp-config.php, log back in and check Recent events.

define( 'SENTRIXWP_WAF_DISABLED', true );

If your own address was banned automatically, unblock it in the Firewall tab, then remove the line.

I cannot pass two-factor authentication

See Lost phone.

“The firewall is switched on but is not running”

Reload the page. If the message stays, save the mode again. If wp-content is not writable, ask your host to fix the permissions.

Everyone has the same address in the log

Your site is behind a proxy or CDN. Add its address ranges to the trusted proxies.

Connecting to the cloud fails

• Check that Allow cloud analysis is ticked.
• The site must use HTTPS.
• A license covers a limited number of sites: disconnect an old site if needed.