Malware scan stuck since months

Hi @itwnick,

Thank you for your query on Google authenticator/2fa and sorry for the inconvenience.

I’m using a WPRocket as my caching plugin. Please let me know how to cancel that stuck scan and start a new one.

Because of caching, the buttons appear to be disabled, and it looks like the process has been aborted at the backend thus, you need to disable the cache plugin and clear the cache before attempting to use the site again and this will work for you.

If you need any help with the two-fa/multi-factor setup please let us know.

Otherwise, we can get over screen share call, Can you please raise a support ticket from the plugin or reach out to us from our website?

Thank you.

I have cleared cache and deactivated my caching plugin and nothing changed. I also uninstalled and reinstalled your plugin but still the same issue.
Any additional suggestions?

Hi @itwnick,

Thank you for your reply on Google authenticator/2fa support.

Usually clearing the cache resolves the issue. Can you please confirm if you have caching enabled at the server level? If not, this could be a site-specific issue.
Would you kindly deactivate, remove, and then reinstall the plugin once? It will work for you.

Otherwise, Can you please raise a support ticket from the plugin or reach out to us from our website? Our developers will reach out to you via email and send you an invite for the call.

Thank you.

Hi
As mentioned in the second reply, I have deactivated, removed, and then reinstalled the plugin already without any success. At that time, caching plugin was deactivated as well.
I first reached out via email but did not hear back. Then I found this support channel and that a some others were having the same issue, that’s why I try to get help here in case someone else is facing the same issue.
I have no server side caching other than cloudflare.
Thank you.

Hi @itwnick,

Thank you for your reply on Google authenticator/2fa support.

It seems that you’ve already contacted us via email, and we will give you the solution over there as well as if required we can get over screen share call.

We are closing the ticket for now. In case you have any further issues, you can reopen the ticket.

Thank you.`