Heart Internet Issue

  • Resolved tinpeas

    (@tinpeas)


    5 years, 3 months ago

    Hi Guys

    I have Wordfence installed on 5 of my clients websites that use Heart Internet, for the past 2 years everything has worked fine.

    Last week the scans started failing for no apparent reason, I started getting the following issue:

    Scan Failed
    The previous scan has terminated because the time limit of 3 minutes was reached. This limit can be customized on the options page.

    I have tried every setting/configuration available and nothing fixes the problem

    I noticed on the Wordfence website that this is a known issue with Heart Internet (and 123 Reg) but it seems odd that it has worked for the last 2 years. I am guessing they have changed something as Wordfence functions correctly on every other hosting platform I use.

    Anyway Heart support have asked me to speak to you with any server config/solutions you may be able to offer. I tried increasing the execution time from 300 to 2000 yesterday and managed to manually scan a site, I tried the same thing this morning and it failed again.

    Any help or advise would be greatly appreciated.

    Cheers

    Gary

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support wfphil

    (@wfphil)

    5 years, 3 months ago

    Hi Gary,

    What we have seen in the past is that Heart Internet server administrators are setting a value of 180 (seconds, or 3 minutes) for the Wordfence scan option option Time limit that a scan can run in seconds.

    By default this option has a blank value which allows a scan to run for 3 hours.

    There is nothing we can do to fix this as Heart Internet server administrators are setting Wordfence scans so that they will only run for 3 minutes.

    if Heart Internet won’t allow your scans to run for more than three minutes then you will need to migrate your websites to a different hosting provider.

    Thread Starter tinpeas

    (@tinpeas)

    5 years, 3 months ago

    Thanks for the reply mate, I suspected as much, I just needed to confirm this after reading the stuff on the Wordfence website about it.

    I will now chuck this back at Heart and see what they say.

    For the record this is not my hosting or my choice of hosting.

    Cheers

    Gary

    stephen7332

    (@stephen7332)

    5 years, 3 months ago

    Hi,

    I have also started to see this same issue across all our websites hosted on Heart servers in the last few days.

    I previously posted on this forum about the same issue (which was eventually resolved) happening over 2 years ago.

    https://ww.wp.xz.cn/support/topic/custom-wordfence-scan-settings-are-being-reset/

    I contacted heart about this and they confirmed that this is occurring due to changes made by by the System Administrators to how long scripts can execute for.

    They said: “On sites where this takes too long to complete the Wordfence script process will be closed by the system.

    The only option is to migrate this site to a VPS if you want to continue to employ Wordfence or optimize the site to reduce the amount of files it has to scan.”

    As we have dozens of sites on Hearts shared hosting platform, migrating to a VPS would not be a realistic option for us.

    Any help would be appreciated.

    Thanks in advance

    Stephen

    Thread Starter tinpeas

    (@tinpeas)

    5 years, 3 months ago

    This is bonkers!

    Plugin Support wfphil

    (@wfphil)

    5 years, 3 months ago

    Hi @stephen7332

    As pointed out in my original reply there is nothing that we can do if Heart Internet server administrators are setting the value in the scan_maxDuration row in the wfconfig table to 180 (seconds).

    If Heart Internet won’t allow your scans to run for more than three minutes then you will need to migrate your websites to a different hosting provider.

    stephen7332

    (@stephen7332)

    5 years, 3 months ago

    Hi Phil

    I appreciate your hands are tied on this but Heart Internet are still a major hosting company with hundreds of thousands of websites on their servers.

    Perhaps you should put out a disclaimer on you website and plugin page that Heart Internet customers will not be able to benefit from the full features of this plugin.

    As I pointed out in my post we have many sites on Hearts shared hosting platform which is a good cost efficient solution for our clients. Migrating to another hosting provider would be very time consuming for us. Realistically we would just have to find another security plugin, which is a pity as we were VERY HAPPY with wordfence and the features it provides.

    As there is nothing you can do I will continue to reach out to heart to see if they can find some compromise (as they did 2 years ago when this first happened).

    Thanks for your help

    Stephen

Viewing 6 replies - 1 through 6 (of 6 total)

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