Bluehost told me to open a ticket with you :)

Support
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I have a site, vikaravillage.org, that disconnected. I followed the instructions I found on the MainWP site that said to ask the host if they’d make sure the IP address of the dashboard was whitelisted. After a very long time, they said nothing was being blocked on their end. I went to my host (where my MainWP dashboard is) and they think everything is fine.

I reached out to someone at BH directly (Sandy Edwards) and she said they made some changes to mod security on the client server and then the site connected. Next day disconnected. Then connected, now disconnected and I can’t get it to reconnect.

They had me deactivate the MainWP Wordfence extension plugin, but still the site won’t connect.

Sandy told me that Marc said I should put in a ticket here. I’m not sure what you might recommend.

Thank you in advance for any thoughts!

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Hey @renemorozowich

This sounds like the security rule on that child site is still interfering with the connection from the MainWP Dashboard.

Would you mind opening a private Help Desk ticket so we can look into the server response the child site is returning?

It might help us pinpoint the exact security rule that’s blocking the connection.

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I downloaded all the system reports and filled out the ticket. The site is not in my MainWP dashboard now - I removed it and tried to reconnect but I can’t get it to connect at all. Let me know if you need additional information. Also, my Wordfence extension on the dashboard is deactivated. (They had said to do this, but I thought the only thing that extension did was show me the Wordfence stuff from the child sites…)

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The MainWP Wordfence extension doesn’t cause this issue. It’s indeed a remote control for Wordfence plugins on child sites.

In my experience most webhosts try to blame everything that sounds like security before they start searching for the real cause.

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For anyone reading this, MainWP suggested this:

The best approach would be to contact the support of the Dashboard site first, and have them run tracert command from the Dashboard towards Bluehost’s child site.

Then, once that tracert shows that the connection cannot be established, you can provide it as proof to Bluehost support. Usually, they do resolve the issue by removing whatever block was in place or whitelisting the URL or IP address of your MainWP Dashboard.

(And indeed the trace showed that no connection was able to be made, so I sent that back to Bluehost support and am just waiting to hear back.)

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And just to follow up on this… I had run a check to see if my MainWP dashboard host was on any spam lists, but I did not do the same for the Bluehost site! It turns out the client was on a shared IP and there was some activity with one of the other sites that got it on a list.

Bluehost switched us to a clean, dedicated IP and now MainWP is connecting!

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