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#36689 Access forbidden, please contact support

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Environment Information

WordPress version
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PHP version
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Admin Tools version
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Latest post by on Sunday, 27 March 2022 20:17 CDT

Thursday, 24 February 2022 10:56 CST

icewave

On a number of websites I have gone into Configure WAF and set "Change admin URL' to a value e.g. banana, so the new admin URL would be https://mywebsite.com/banana

This works fine initially but at some point it stops working and you just see the message "Access forbidden, please contact support". Sometimes I can fix this by deleting .htaccess and regenerating using the .htaccess Maker. This does not work on all occasions though and even going back into WAF to set "Change admin URL' back to null does not revert to the standard wp-admin login URL.

Why is this happening and how do I resolve this?

 

Friday, 25 February 2022 09:38 CST

tampe125

Hello,

just to be sure, can you please take a look at the Security Exception Log and check if your IP appears there?

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 25 February 2022 10:18 CST

icewave

No, my IP address is not in the Security Exception Log (in fact I've entered it in the "Never block these IPs" in the WAF config). Anyway this issue appears to affect all users regardless of location.

Friday, 25 February 2022 10:32 CST

tampe125

Thank you for the info. We do not have any message with "Access forbidden, please contact support" (unless you customized it inside the WAF configuration). The whole "custom admin directory" is handled with PHP code, so deleting or regenerating the .htaccess won't change anything. Moreover as you discovered it keeps happening even when you disabled the "custom directory" feature.

I'm pretty sure this is not related to Admin Tools, since when anything happens, it's logged inside the Security Exception Log.

Can you please share a screenshot of the error page?

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Sunday, 27 March 2022 20:17 CDT

System Task
system
This ticket has been automatically closed. All tickets which have been inactive for a long time are automatically closed. If you believe that this ticket was closed in error, please contact us.
Edited by on 2022-03-27 20:17 CDT