Troubleshoot

Ask a Question

Where is the Patchstack settings page on the plugin?

Since version 1.3.5, we moved the Patchstack settings page to its own page. <b>Versions 1.3.5 up to 2.1.0</b> When we released version 1.3.5 of the Patchstack plugin, we moved the Patchstack settings page link from its own section to the "Settings" menu of WordPress. It can now be found under the "Security" sub-menu option of the "Settings" main menu. <b>Versions 2.1.0+</b> Since version 2.1.0, the Patchstack settings are hidden by default and we encourage you to manage the Patchstack settings of your WordPress site through <a href="https://app.patchstack.com" target="_blank">https://app.patchstack.com</a>. If you do not wish to do this, you can go to wp-admin > Settings > Security and on this page click on the link at the bottom of the screen to turn on the setting management through WordPress.

I installed and activated the plugin but it still says I have to install the plugin to activate the firewall.

There is an easy way to fix this issue. Usually, this is because for some reason we were unable to contact our server to process the activation. In order to solve this, deactivating and then activating the plugin from the plugin list in WordPress admin area should fix the issue. If this still does not work, your host is probably blocking outgoing connections to our server, <a href="https://api.patchstack.com" target="_blank">https://api.patchstack.com</a>

When I activate Patchstack, the theme editor option disappears. How can I turn it back on?

This security measure is turned on by default in the plugin. In order to make this option appear again while having the Patchstack plugin activated, do the following: <ol><li>Go to the admin panel of your site.</li> <li>Go to Settings > Security</li> <li>On the "Hardening" section, uncheck the "Disable plugin/theme edit" option.</li> <li>Scroll down to the bottom of the page and click on "Save settings".</li></ol>

How do I turn on the XML-RPC feature?

XML-RPC should no longer be used, but your site might still make use of it. As of April 10th 2019, we added a new option that blocks access to XML-RPC by default. In order to turn it back on: <ol><li>Login at wp-admin.</li> <li>Go to Settings > Security</li> <li>On the "Hardening" tab, uncheck the XML-RPC checkbox.</li> <li>Scroll down and save the settings.</li></ol>

How do I use the country blocking feature?

The country blocking feature can be useful to block traffic from certain countries. In plugin version >= 2.0.8, we introduced a country blocking feature. You can find this feature by logging into your site at wp-admin > Settings > Security > Firewall tab > scroll down to "Country Blocking". You can also enable the inverse blocking setting so all defined countries will <b>not</b> be blocked and all others will be blocked.

How to turn off the country blocking feature if I blocked myself?

First, you must login into some sort of database management tool such as PHPMyAdmin of your host. Once you located your database: locate the wp_options table in the database and find the record with option_name value of webarx_geo_block_enabled and set its option_value to 0.

How to configure Patchstack to work with Cloudflare when it comes to IP addresses?

In order for Patchstack to work with Cloudflare, we recommend that you configure the IP address header override option. This can be found on wp-admin > Settings > Security > Firewall > IP Address Header Override. Enter the value <b>HTTP_CF_CONNECTING_IP</b> and then save the settings. This will tell Patchstack to grab the real visitors IP address.

The plugin installs but is not activating

In rare scenarios, the plugin may not activate automatically after the installation. Please deactivate and then activate the Patchstack plugin on the plugins page of your WordPress site. Also, make sure that the license page of the Patchstack plugin has the client ID and secret key filled in.

I updated the Patchstack plugin and now my site does not work

This might happen when you update the Patchstack plugin In certain environments, PHP might have the OPCache extension installed which caches PHP scripts. If you update the plugin, it's possible that a part of the PHP files of the Patchstack plugin is still cached and another part is no longer in the cache. This will cause fatal errors. A solution to this is to restart the web server and/or PHP on your server. If this does not fix the issue, please start a new chat with us and provide us with PHP errors from the error logs that are related to Patchstack.

I'm receiving the error: "Destination folder already exists" during the installation.

This error might show up during the installation of Patchstack. If you already installed Patchstack before at some point, try deleting /wp-content/plugins/patchstack/ and then re-install the plugin. If after that it still shows the same error, upload the Patchstack folder inside the .zip file to /wp-content/plugins/ and then activate it on the plugins page of WordPress.