Frequently Asked Questions

The rules used in mod_security are very generic in nature, this can subsequently lead to false positives. In versions prior to RC1 of CRS 3.0, the redirect is default behaviour when a rule has been violated. From CRS 3.0 RC1 onwards the default behaviour was changed to a 403 Forbidden status specifically because it was causing redirect loops. The mod_security team are also aware of cookies causing false positives and are looking for a a fix.

We recommend that you upgrade to the latest version of CRS 3.0 and if you're still experiencing issues implement exceptions. For example, the below exception will bypass a given rule if a cookie named "supportpal" is present:

SecRuleUpdateTargetById <rule_number> !REQUEST_COOKIES:supportpal

Please replace <rule_number> with the number that is triggering a false positive.

All installations ship with a .htaccess file to facilitate "pretty URLs". Please ensure that you are using redirect rules appropriate for your web server.

If you're using Apache web server and your .htaccess file is not working please ensure:

1. mod_rewrite is enabled
2. "AllowOverride" is not blocking .htaccess usage

Firstly, please ensure that your server meets all of the system requirements - in particular file permissions.

If the error persists, please consult the error log in storage/logs/. If you're unable to find the error message here, for example the file is empty, the error may have been written to your web server's error log typically /var/log on Unix.

Alternatively, you may also consider enabling debug mode in config/production/app.php:

'debug' => true,

• SupportPal is unavailable:
  502 Bad Gateway
• In the log files /var/log/nginx/error.log or /var/www/vhosts/example.com/logs/proxy_error_log the following error message can be found:
  

  
                          [error] 6890#0: *15355 upstream sent too big header while reading response header from upstream,
                              client: 203.0.113.2, server: subdomain.example.com,
                              request: "POST /en/install/step4 HTTP/2.0",
                              upstream: "https://subdomain.example.com:7081/en/install/step4",
                              host: "subdomain.example.com",
                              referrer: "https://subdomain.example.com/en/install/step3"
                          

1. Increase 'buffers" and 'buffer_size' in /etc/nginx/nginx.conf under http { section. For example:
   proxy_buffers 8 16k;
proxy_buffer_size 32k;
fastcgi_buffers 8 16k;
fastcgi_buffer_size 32k;
2. Restart nginx service

1. Go to WHM -> PHP Configuration Editor -> Advanced Mode
2. In Advanced Mode, find 'disable_functions' and simply remove escapeshellarg
3. Save

• IUSR
• IIS_IUSRS(<servername>\IIS_IUSRS)

<?php

return [
    'driver' => 'file',
    'domain' => null,
];

<?php

return [
    'driver' => 'file',
    'path'   => '/',
];

1. Ensure file_uploads is set to 1
2. Ensure upload_max_filesize is larger than the file you're trying to upload
3. Ensure post_max_size is larger than or equal to upload_max_filesize (above)
4. Ensure memory_limit is larger than upload_max_filesize, it should be several times larger
5. Ensure upload_tmp_dir is read writable by the PHP / web server process. If the setting value is empty, it defaults to the system default which is usually /tmp on Linux and C:\Windows\Temp on Windows.
   
   If you're using Windows and IIS, please ensure each of the below users have full permission to the upload_tmp_dir directory:
   1. IUSR
   2. IIS_IUSRS(<servername>\IIS_IUSRS)
6. If upload_tmp_dir is null, the open_basedir setting must include the system default directory

1. Ensure upload_max_filesize is larger than the file
2. Ensure memory_limit is larger than upload_max_filesize, it should be several times larger

1. Ensure max_allowed_packet is larger than the raw contents of the email

1. Create or edit the following file: config/production/purifier.php
2. Add your domain to the value of URI.SafeIframeRegexp - replace your-domain-here below (do not include http://)

   <?php
   
   return array(
       "settings" => array(
           "default" => array(
               "URI.SafeIframeRegexp" => "%^(http://|https://|//)(www.youtube.com/embed/|player.vimeo.com/video/|your-domain-here)%",
           ),
       ),
   );