Common Troubleshooting Fixes

1. Changing your login credentials

Reclaim Hosting has tried to eliminate the complications of having multiple passwords for DoOO users by having one set of credentials that logs users straight into their cPanel. However, a lot of folks want to bypass cPanel altogether and log straight into their WordPress dashboard, for example. This is fine, but occasionally different passwords get lost in the mix. A user will have bookmarked a wp-admin link, attempted to enter their site multiple times, and then before they know it, our firewall will have detected too many failed logins and the user will be locked out. (FYI, 5 attempts within 3 minutes will result in a temporary block for 30 minutes.)

So before a user gets locked out of their website, here’s a quick little reminder on how to reset your WordPress password (or any other web install, for that matter) right within the cPanel:

First, go to the user’s cPanel and click the title of the install that they’re trying to access.

Type the new password in the Administrator Password field, scroll down to the bottom of the page and click Save All.

2. Finding your IP address

If resetting your WP password doesn’t work, chances are that you’ve been blocked by our firewall. If this is the case, Reclaim Hosting support will need to whitelist your IP address so we can prevent this from happening in the future. Another tip that your IP is blocked would be seeing this when you go to the domain:

So to find the IPv4 version of your IP address, go to the following link: http://ip4.me/

The next step will be to send a support ticket to support@reclaimhosting.com letting the team know that your IP has been blocked. And if you send your IP address along with it, gold star for you. We like to know your IP address for other issues as well, so this is something really handy to know how to find!

3. Clearing your Cache

Another great trick to keep in your back pocket is knowing how to clear your browser cache & your network cache (there’s a difference!). This may sound simple, but many times it does the trick.

For example, sometimes users will sign up for an account, install WordPress, and then see the generic school splash page instead of their WordPress site. We drop a few default files into every hosting account when they sign up. These files are in a folder called “default.html” within your file manager; these get overridden by WordPress upon installation, but occasionally browsers will cache the welcome page. (Clearing your browser cache can also be helpful to erase faulty login credentials as well!)