Troubleshooting connection issues

If VaultPress is having trouble connecting to your site, there are a few things to check:

Install & Register the VaultPress plugin

If the plugin hasn’t been installed and registered we can’t backup your site! Follow instructions here to get everything set up properly.

Make sure your site is publicly available

Please disable any “Under Construction” plugins, and ensure that your site is publicly accessible. VaultPress cannot back up private sites that are not accessible to the public.

Check your Site URL 

Please make sure that you’ve set your Site URL (at VaultPress dashboard > Settings) to the address that your site ultimately redirects to. For example, if http://www.yourgroovydomain.com redirects to http://yourgroovydomain.com, then you should set your Site URL to http://yourgroovydomain.com

Whitelist VaultPress IP Ranges to prevent blocking

Please whitelist these IP ranges with your hosting provider or any firewall you might be using (Here’s the IPs in CIDR notation.) By whitelisting our IP ranges, you allow us to have access to your site and help prevent the possibility of VaultPress being blocked.

Reverse proxy/load balancer/caching server issues

The VaultPress plugin uses an internal firewall which only accepts incoming connections to the plugin from the VaultPress IP ranges, as a security measure.

Several reverse proxy, load balancer or caching servers (like CloudFlare, Varnish, LiteSpeed, and Incapsula) can interfere with this firewall.  These servers often provide the IP address associated with incoming requests in the X-FORWARDED-FOR header. You’ll need to re-configure your web server so that this header is used to set the remote address variable ($_SERVER[‘REMOTE_ADDR’]) in PHP. Your host is in the best position to assist with this step.

If you can’t modify your server configuration, you can try addressing this issue at the PHP level by adding these lines to your wp-config.php file, right after the “<?php” line:

if ( !empty( $_SERVER['HTTP_X_FORWARDED_FOR'] ) ) {
    $forwarded_ips = explode( ',', $_SERVER['HTTP_X_FORWARDED_FOR'] );
    $_SERVER['REMOTE_ADDR'] = $forwarded_ips[0];
    unset( $forwarded_ips );
}

Varnish Specific Troubleshooting

If adding the above code mentioned in the previous section to your wp-config.php file doesn’t work, we recommend adding the following in your varnish config as a next step:

if (req.http.x-forwarded-for) { set req.http.X-Forwarded-For = req.http.X-Forwarded-For + ", " +
client.ip;
} else {
set req.http.X-Forwarded-For = client.ip;
}

Sucuri Specific Troubleshooting

If the reverse proxy code above did not fix the VaultPress connection issue and you are using Sucuri CloudProxy, we recommend adding the following modified bit of code to your wp-config.php file:

if ( !empty( $_SERVER['HTTP_X_SUCURI_CLIENTIP'] ) ) {
    $forwarded_ips = explode( ',', $_SERVER['HTTP_X_SUCURI_CLIENTIP'] );
    $_SERVER['REMOTE_ADDR'] = $forwarded_ips[0];
    unset( $forwarded_ips );
}

 

Still unable to connect?

Contact support, and we’ll be happy to help you out! If you can add FTP, SFTP, or SSH credentials for your site before you contact us, this will help us troubleshoot further on our end.