Ask a Question

Cannot activate plugin because of: Fatal error: Cannot redeclare class Patchstack in…

A fatal error may occur in certain situations. You should delete the Patchstack plugin and install it again manually. Follow <a href="" target="_blank">the instructions here</a> in order to delete the plugin manually.

I turned on the "Move and rename login page" feature but forgot what I named the new login page.

It's possible you forgot what you renamed your admin page to. Now what to do? Unfortunately, the only way to find out is by disabling the Patchstack plugin, then re-activate it and check what you entered in the login rename page textarea on the settings page of Patchstack. Follow <a href="" target="_blank">this guide</a>, but don't delete the folder. Rename it to something else, such as _webarx. Afterwards, we recommend renaming it back to Patchstack.

The plugin caused my site or admin page to show a PHP error, what to do?

It is possible that our plugin causes a fatal error, here is how to solve this. There are many reasons why this can happen, usually, it's because of a .htaccess issue or because the Patchstack plugin does not work properly with one of your other plugins. First, please copy and paste the PHP error that you are facing and send it to us through a chat or to [email protected] This will help us fix the issue. After this, we recommend deleting the plugin (click <a href="" target="_blank">here</a> on how to do this) until one of our developers can take a closer look at the issue.

What IP addresses do the servers of Patchstack use to whitelist?

<b>Below is a list of most of our IP addresses that we currently use. Sometimes you need to whitelist these IP addresses in order avoid that your hosting provider or (secondary) firewall blocks our services.</b> <b>Note that we may add and remove IP addresses at any time without notice.</b> (as of September 2020) (as of December 2020) (as of March 2021) <b>CIDR Notation</b> <b>IPTables Rules</b> iptables -A INPUT -s -j ACCEPT iptables -A OUTPUT -d -j ACCEPT iptables -A INPUT -s -j ACCEPT iptables -A OUTPUT -d -j ACCEPT iptables -A INPUT -s -j ACCEPT iptables -A OUTPUT -d -j ACCEPT iptables -A INPUT -s -j ACCEPT iptables -A OUTPUT -d -j ACCEPT iptables -A INPUT -s -j ACCEPT iptables -A OUTPUT -d -j ACCEPT iptables -A INPUT -s -j ACCEPT iptables -A OUTPUT -d -j ACCEPT iptables -A INPUT -s -j ACCEPT iptables -A OUTPUT -d -j ACCEPT iptables -A INPUT -s -j ACCEPT iptables -A OUTPUT -d -j ACCEPT iptables -A INPUT -s -j ACCEPT iptables -A OUTPUT -d -j ACCEPT

Why am I getting error code 7 when posting a comment on the site?

This error is shown when the setting "Forbid proxy comment posting" is enabled. If your website passes through a proxy first then it's possible that this is causing a false positive. You can turn this off by following the instructions below: <ol><li>Go wp-admin > Settings > Security</li> <li>Click on the firewall tab on the left side.</li> <li>Scroll down to "Forbid proxy comment posting" under ".htaccess Features".</li> <li>Uncheck the checkbox.</li> <li>Scroll down and click the save settings button.</li></ol>

Why am I receiving error code 22?

Error code 22 is the internal code we use for "temporary IP ban". If you see this error even though you are a legitimate visitor, there can be multiple causes: <ol><li>The real visitors IP address is not properly forwarded to your site, either due to a proxy server or other plugin that overrides it. This causes the IP address of the server or proxy to be logged for all visitors which can block all traffic. On the firewall tab of the plugin, we have a setting to override the IP header we use to retrieve the IP address. For example if your host tells you it's in $_SERVER['IP-Header-X'] then you enter IP-Header-X in the text field.</li> <li>You have a plugin installed which sends a suspicious payload behind the scenes which ultimately triggers our temporary IP ban feature.</li> <li>The page is cached by a caching plugin. We send error code 403 when this error is shown so this should never really happen unless the cache server is configured incorrectly.</li> <li>You are running the Patchstack (formerly WebARX) plugin of which the version is lower than 1.4.0. We have applied several fixes related to error code 22 in version >= 1.4.0. You should always keep our plugin and any other plugin fully updated.</li> <li>Make sure that you have whitelisted the proper user roles on the "Firewall" settings page on the Patchstack (formerly WebARX) plugin settings page on wp-admin of your site. You can find this at wp-admin > Settings > Security > Firewall.</li></ol> The temporary IP ban usually lifts within 30 minutes. You can start a chat with us and provide the URL of the site so we can investigate the exact cause and fix it permanently.

How do I manually remove the Patchstack plugin from my site?

If you would like to manually remove the Patchstack plugin from your site, you will have to perform several actions. In order to manually remove the Patchstack plugin from your WordPress site, please login into FTP of your site first, or if you have access to something such as CPanel/WHM you can find the file manager feature. Once logged in, head to the following location /wp-content/plugins/ and delete the folder <b>patchstack</b>. Once this is done, Patchstack will be removed from your WordPress site.

How do I re-install the Patchstack plugin?

In case you uninstalled the plugin and would like to reinstall it... <ol><li>Click on your site in the overview list of the dashboard on the portal.</li> <li>Scroll down to the bottom of the page and click on the "Download Plugin" tab which can be found all the way on the right.</li> <li>This will prompt the .zip file, simply install it like any other WordPress plugin on the wp-admin environment of your site.</li></ol>

Why is the portal showing the firewall of my site as delayed?

This firewall error might show up on the portal. On the portal you might see that the firewall is indicating as being "delayed". This can happen due to a few reasons: <ol><li> Scheduled tasks are not running properly on your site. We attempt to ping our API from your site every hour. However, since WordPress scheduled tasks run when you have visitors on your site, this might not happen if you have no visitors on your site. It is also possible scheduled tasks are not running at all on your site even when you have visitors due to an error. You can use a plugin such as <a href="" target="_blank">WP Crontrol</a> to keep track of your scheduled tasks.</li> <li>You do not have the right API credentials configured on the license settings page. The API credentials which you can find on the portal under your site > Site Settings > API Keys should match the API credentials on your site at wp-admin > Settings > Security > License page.</li></ol> One potential solution to reason 1 is to use a server based scheduled task which triggers your scheduled tasks even when you have no visitors. <ol><li>Disable the default WordPress cronjob by adding the following to your wp-config.php file in the root folder of your site: <pre>define('DISABLE_WP_CRON', true);</pre></li> <li>Setup a cronjob in your hosting account management panel. In CPanel this can be found under Advanced > Cron Jobs.</li> <li>Set the interval to something between 5 and 15 minutes.</li> <li>Set the cron command to the following (change the URL to your own): <pre>wget -q -O - >/dev/null 2>&1</pre></li> <li>Now click on the create new cron job button.</li></ol>

How do multisite work and its pricing model?

Once you install the plugin on a multisite installation, you will see a page where you can activate Patchstack on the sites that are available on the multisite installation. Each site will be added to the portal individually and will take up a slot on your account, which means you will be charged for each one individually.