GatorJonathanH

Hello @rkkhan,

The domain https://shesgonevegan.com does not appear to be hosted with HostGator at this time, however I do see that there is a favicon loading for the domain at both https://shesgonevegan.com and https://shesgonevegan.com/wp-admin . If you’re still having trouble, I would make sure to make a copy of the favicon.ico file and make sure it is the main directory for your WordPress site.

I hope this helps but if you have any additional questions, please let us know.

Hello Again!

Yes, please send over your info and I’ll be glad to get it worked with our IN team.

Good Evening @webcodestudioz,

Jonathan here from HostGator’s customer service department. Sorry to hear you’re having trouble with this plugin and we’d like to take a look with you to make sure it wasn’t a false positive on our scan. If you could please send an e-mail to [email protected] ATTN : Jonathan H. along with your account information, we’ll have our crew take a look ASAP.

Thanks for your time and for the chance to review with you!

Greetings @expatsworld,

I’m sorry to hear you were informed that our migrations cause downtime as this is not accurate. Also, although we do state that our migrations can take up to 72 hours or longer, our current wait is about 48 hours. During our migrations, we move a copy of your content over to the HostGator account, then provide instructions on how to test the content before pointing your domain to the hosting package.

Once our customer has confirmed the site is functioning, they can then update their DNS settings to point their domain to their HostGator account. Since there is a copy of the site at both locations, no downtime should be experienced.

@yaniiliev if you have any interest in adding HostGator back to your list, please feel free to contact me via [email protected] Attention: Jonathan H. and I’d be glad to setup an account and help with any testing that is needed.

@expatsworld please also feel free to shoot me an e-mail at the address above if you have any additional questions – thanks!

Greetings @expatsworld,

My name is Jonathan and I’m a part of HostGator’s customer service team. Although you’re more than welcome to use any plugins you’d like, we did want to let you know we offer a free migration with each new account.

If you’d like us to handle the migration for you, please login to your account at https://hostgator.com/billing then use this link : https://portal.hostgator.com/support/migration

More information can be found here : https://www.hostgator.com/help/article/how-to-transfer-your-wordpress-blog-from-one-host-to-another-host

We hope this helps but please feel free to start a live chat at https://chat.hostgator.com if you run into any trouble with the form or with this plugin.

Hi @edouardcoleman!

Sorry to hear you’re having trouble with the favicon but we’d be glad to help. I was unable to find any accounts relating to the name “Edouard Coleman” so if you could please provide me with your domain name, I’d be happy to take a look with you.

In the meantime, if you haven’t already, please make sure the favicon.ico file is uploaded to the main directory for the site. For your primary domain, this is the public_html folder. For any addon domains, this would be the public_html/example.com folder.

Thanks for the chance to assist and we’ll be watching for any replies.

Greetings Liv,

I’m sorry to hear you had trouble resolving the issue and after review, I’ve found that the trouble was that the default favicon.ico file still existed in the public_html directory. I’ve gone ahead and replaced this with a copy of your favicon and see that the HostGator icon is no longer loading. More information available here : https://www.hostgator.com/help/article/what-is-a-favicon

We’ll also be speaking with the agent you worked with as this was a very straightforward issue, so thanks for bringing this to our attention.

Our apologies once more for the trouble and if you continue to have any issues with the favicon, please send us an e-mail at [email protected] and we’ll be glad to help.

Greetings,

Thanks for following up here.

Unfortunately these questions are a little intensive to discuss over a forum post, however we will certainly do what we can to guide you. In regards to uploading a WordPress site – can you please confirm if the WordPress site is already built? If so, does it currently reside on a different web host or on your personal computer?

On your second question, unfortunately its not entirely clear what you are referring to as “one area” of the website. Are you possibly referring to a single specific post or page?

Thanks for any clarification you can offer, and once again, please feel free to start a live chat at https://chat.hostgator.com and we’ll be glad to discuss these questions with you more directly.

Greetings Asif,

Can you please confirm if your domain is currently hosted on HostGator? If so, if we could please have the domain name we’d be glad to review directly with you.

Good Afternoon @webdesads,

We were sorry to hear this issue popped back up for you after our recent update but certainly appreciate you letting us know. After investigation, we’ve found that we had first restored access to the related file, however our update to whitelist the file from future suspensions had not yet been processed. As such, a number of instances were flagged and re-quarantined before the updated definition had been pushed through.

Now that the definition has been fully updated, we’ve ran the restore once more to ensure no other customers were caught in the brief window mentioned above. We are not expecting any additional issues at this time, however if anyone does face further trouble, please do not hesitate to let us know.

Thanks once more for your report and we wish everyone a happy new year!

Good Evening,

My name is Jonathan H. and I’m our customer service supervisor over at HostGator.com. We were sorry to hear of the trouble caused by the recent quarantine, and appreciate the chance to look into this matter in more detail. We’ve now had a chance to investigate this report and have found that, as suggested in earlier post, there was indeed a false positive which incorrectly flagged the file in question.

At this time we have worked to update our definitions to ensure this file is no longer flagged and will be restoring access to the related file for any accounts that had quarantines put in place. We hope this fully resolves the situation but if we can be of any further assistance, please feel free to reach out to me via [email protected] ATTN : Jonathan H. and I’ll be more than happy to help escalate any remaining issues.

Thanks so much for everyone’s input on this thread and we’ll be keeping an eye out for any additional updates.

Good Afternoon @cnymike,

My name is Jonathan and I’m part of our customer service team over at HostGator.com. I received notice of your post via Google Alerts this afternoon, and was sorry to hear our quarantining caused some inconvenience for you. To provide a bit of context, we recently began our quarantining service in order to prevent bigger issues for our customers, but admittedly we are still tweaking our scans to ensure false positives like this do not occur.

At this time we have removed the quarantine from the file you’ve mentioned and we have also begun the process of updating our scans to prevent other “All in One WP Security & Firewall” plugin users from experiencing this trouble.

We hope this has resolved the issue for you but if you would like to speak further, please feel free to reach out to me via [email protected] (Attention : Jonathan H.) and I’ll be glad to continue our conversation.

Hi @myl6988 ,

HostGator has recently been tagged on this post and were sorry to hear about the trouble getting your favicon to work. After reviewing the matter, we see that a favicon is now appearing on the domain mentioned in your first post : https://shopsnobmode.com/

If you’re still struggling with this process for any reason, please do not hesitate to start a live chat with us at https://chat.hostgator.com and we’ll be more than happy to take another look with you.

Good Afternoon,

We’ve since had a chance to review the plugin and are happy to report it has now been removed from our list of disallowed plugins for our Optimized WordPress platform.

We appreciate the chance to work this out with you and if we can be of any further assistance, please feel free to use our recent e-mail thread to get back in touch.

Greetings Hector,

My apologies for the delay over the holiday weekend. We have since passed along the plugin for review and will be back in touch again via e-mail once we have more information.

If you have any questions in the meantime, please feel free to update the email thread and we’ll be glad to help.