I recieved this email from cloudflare when I went to open a ticket. The server seems to connect fine and host has verified its not blocking cloudflare or server producing 404s. Any ideas?
Thanks for writing to Cloudflare Support.
We have run an automated test and we can see that your website has been returning 4xx errors.
We have analysed the analytics from your zone, this information is included below. Please note that this is a sample of the analytics data for your zone, for more detailed information please see the Analytics tab on the Cloudflare Dashboard.
A 4xx Client Error is a client side error that means that the client sent something the origin was unable to process. Cloudflare does not generate any 4xx error code, so this would indicate something is not configured correctly with your hosting provider or your client is sending something incorrect. The best next steps would be to have this client generate a HAR file and send this to your hosting provider to identify what potential misconfiguration could be in place.
This is an automated response which we hope has answered your question. If you need further assistance, simply reply to this email to reach a Cloudflare Technical Support Engineer.
Thanks @cloonan. The low cache rate is the ratio I’m seeing under analytics. My question around that was whether the results of the automated tests was impacting the cache ratio. I’ll look in the merged ticket for the engineers answers.
What is the general response time for tickets on a free account. I’m just trying to understand as the original ticket you merged never got answered. Plus one of the questions is around purchasing a dedicated certificate.
Tickets for free plans have automated tests run and replies sent pretty rapidly (I’ve noticed it in minutes). The instructions in the reply say to respond if more help is needed, if no reply is received, ticket remains closed.
Generally, Cloudflare support responds to tickets received in priority order of Enterprise, Business, Pro, and then Free. Response time will vary based on ticket load. Most (and an increasing number of) free tickets are resolved by the auto reply. For those that are not, I’ve seen times with low ticket volume where tickets are opened and resolved in a matter of hours and times when volume is high and the process takes several days.
Regarding the route to certificate, I think it varies based on what you need to support. This goes back the first question from @sdayman, “are you seeing something that’s not working for people using your site?”