Error 1014 cross user banned help!

Website, Application, Performance DNS & Network
1

Hey everyone,

I’m not technical

I upgraded to WP engine advanced network today and after I did my website has started throwing up Error 1014 cross user banned.

WP engine support say it’s a Cloudflare error and on their end everything is fine

From reading the Cloudflare diagnostics it seems there’s some sort of conflict with the CNAME records I have on Cloudflare ‘pointing from one domain to another across different accounts’

The thing is I only have one Cloudflare account, and I don’t know what is wrong.

My best guess is that here are three CNAME records that I no longer need that are connected to a software I used to use. These domains are no longer hosted on WPengine because I deleted them today.

So If I delete the unwanted CNAME records will this solve the issue? I don’t want to delete anything if it’s going to make matters worse

Thanks for your help in advance

2

Hi @stegibson
Welcome to the Cloudflare forum! :logo:
Your best bet is to provide us with details about how your site is set up. You can redact domains/urls with ***s or xxxs or make them up, but it gives us a better idea of how your site is running

For example, you could shows us your DNS records like this:
stestotallyrealsite.com CNAME -> stestotallyrealsite.wpengine.com wrong.stestotallyrealsite.com CNAME -> stestotallyoldrealsite.wpengine.com

Eddie

3

Or of course, you could share screenshots of the Cloudflare DNS dashboard, without or with redaction. It’s up to you!

4

Hi Eddie, I hope I’ve done this right. Let me know if not and I’ll resend.
Stephen

CNameScreenshot
CNameScreenshot932×233 16.9 KB

5

I only use the top CNAME and the www CNAME. The others I no longer need.

6

In that case, it may be worth getting rid of them - even if it’s just to avoid confusion later on in time.

Might be an obvious question, but it’s worth checking, is wp.wpenginepowered.com what they tell you to make the CNAME?

8

Here’s the other screenshot

WP engine Domain page
WP engine Domain page1535×373 16.6 KB

9

yes WP engine said to change it to this (see advanced network screenshot)

But now you’ve come to mention it when I go to the domain page in WP engine (see WP engine Domain page) the domain just has wpenginepowered without the wp. at the start. Should they both match each other?

10

Advanced network
Advanced network2782×1246 247 KB

11

yes I think it’s right. My CNAMES look like WP engine say it should look in their info

Screenshot 2023-01-17 at 21.53.32
Screenshot 2023-01-17 at 21.53.32697×284 32.7 KB

12

Still not working though, I’ll come back to this tomorrow

13

WPEngine’s Advanced Network documentation states the following. Have you set the DNS records to DNS-only :grey:?

image
image717×227 18.3 KB

If setting the DNS records to DNS-only :grey: does not solve the issue, could you please try deleting the CNAME records and creating the following records instead:

A example.com 141.193.213.10
A example.com 141.193.213.11
A www.example.com 141.193.213.10
A www.example.com 141.193.213.11

Since WPEngine uses Cloudflare themselves (albeit with their own IP addresses), it is possible the CNAME record is causing a conflict.

14

Hi Albert, yes my 2 CNAME records are showing DNS-only
Screenshot 2023-01-18 at 12.05.08

15

Ok, this happened when I upgraded to the WP advanced network and the WPE support talked me through it and what to enter. They have asked me to talk to CF support and get back to them with what CF suggest. Should I open up a chat with WPE and relay your suggestions?

16

WPEngine’s Advanced Network is essentially “reselling” Cloudflare.

In theory Cloudflare Support shouldn’t have to get involved. If Cloudflare needs to fix something, WPEngine should open a ticket from their account.

If you’ve done already everything as mentioned in the documentation (WP Engine’s Advanced Network - Support Center), I’d open up a chat with WPEngine and ask them for help.

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17

Ok I’ll open up a ticket with WPE and update here. Thanks I appreciate your help

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18

Hey Albert, Talked to WPE and it’s all fixed now. Like you suggested I had to delete the first CNAME record and then they told me to put in two A records the ones ending 213.10 and 213.11 like you said. I’m not technical at all, so don’t know what this means but it may help others with a similar problem. Thanks for all you help :+1:

1 Like