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Canned Responses for TCs

Published On: April 19, 2022/Last Updated August 4, 2022

These are meant as a guide for you not as a set in stone message, please feel free to adjust the content as needed to fit your specific response.

Website Security Geolocation Blocking Turned Off

It seems the customer has enabled a firewall that is blocking traffic from your country.

Due to this, we have had to temporarily disable the Firewall that is blocking your country. It’s important that we return the customer’s firewall to it’s original settings when you are done working on the site, therefore when you are done with the ticket, please *do not close the ticket* but open a new _technical clarification_ with the following note:

{quote}

Geo Blocking was temporarily disabled on this customer’s Website Security product to allow us to work on the site. The work is now complete. Please re-enable the following geoblocking settings:

  • ***Insert country and settings that need to be re-enabled

{quote}

Please proceed.

Vendor is having caching issues that were resolved by clearing cache

Please try again and if you face caching issues you may have the most success clearing the cache in the following order:

  1. Beaver Builder Cache: From dashboard navigate to Settings → Beaver Builder → Tools → Click ‘Clear Cache’ button
  2. Managed WordPress Cache: From dashboard hover on Managed WordPress in the top admin bar and click ‘Flush Cache’
  3. WP Rocket Cache: From dashboard hover on WP Rocket in the top admin bar. Click ‘Clear Cache’ then ‘Purge OPcache’

Completing the following steps in the Chrome browser can help to clear any local cache:

  1. View the site in an incognito Chrome window
  2. Right click and inspect the page (Ctrl + Shift + I)
  3. Keeping the inspect tools open, right-click on the reload icon in the top left corner of the browser
  4. Select ‘Empty Cache and Hard Reload’
Instructions to clear Sucuri cache after connecting the site to Website Security via Sucuri plugin

We also identified that the customer has a Sucuri Firewall, so we have installed the Sucuri plugin and connected it via API so it should automatically clear the firewall cache. However, if you run into caching issues after clearing cache through the GD Core plugin please also clear the Sucuri firewall by doing the following:

  1. From the dashboard navigate to _Sucuri Security -> Firewall (WAF)_
  2. Click the ‘Clear Cache tab’
  3. Click the ‘Clear Cache’ button
For builder slowness not caused by mitigation, content or KI

Unable to replicate the issue. Builder slowness is normally intermittent and will resolve on its own. The issue is most likely network or hosting related, site changes may require additional time to complete. SLA extensions may be approved if needed.

Vague information provided by the vendor

We’re currently unable to replicate any issues that you’re describing. Please make sure you’re providing detailed instructions on how to duplicate the issue as well as full size screenshots and/or recordings so we can verify where you’re seeing these issues.

Without detailed information, we won’t be able to further troubleshoot the issue.

Unable to Duplicate Issue

We were not able to replicate the issue. We were able to access the site quickly and without issue, as well as remove unneeded plugins and themes, and make a change to the home page. Since we couldn’t replicate the issue this means the site may have been having a temporary hosting-related issue that is since resolved, otherwise it’s possible your performance issues are coming from hosting mitigation efforts that block traffic that appears suspicious. We are working to prepare a long-term solution for this issue. In the meantime, the fix for this is to ask your management team to provide you with a VPN to proxy your location.

Please try again using a VPN connection provided by your management team. If you are still having issues at that point we would ask you to have your management team re-assign the ticket to a builder in another physical location.