Knowledge Base

Overview 

By the end of this article you will be able to identify why CodeGuard cannot connect to your website and know which support resources to use for each cause. It walks through three areas to check: your hosting account setup, your File Transfer Protocol (FTP) or SSH File Transfer Protocol (SFTP) credentials, and your database connection. Work through the section that matches your symptom. 

Check with your host provider for account problems 

Your CodeGuard account may not be set up correctly with your hosting provider, or your hosting account information may be out of date. Contact your hosting provider's support team to confirm there are no issues with the account. If you are a HostGator customer, the articles below explain how to troubleshoot host-account problems: 
Why won't CodeGuard connect to my site? | Sectigo® Official 
I need help with my CodeGuard account - what do I do? | Sectigo® Official 
How do I access my CodeGuard account? | Sectigo® Official 
How do I know if my hosting provider will work with CodeGuard? | Sectigo® Official 
 

Make sure your FTP or SFTP information is correct 

If your FTP or SFTP credentials are outdated or inaccurate, CodeGuard cannot connect to your website, so double-check them first. Because CodeGuard runs on Amazon Web Services, you may also need to whitelist the Amazon Web Services IP ranges so your hosting provider does not block the connection. The articles below show where to find your FTP details and how to whitelist those IP ranges: 
 
Why can't CodeGuard connect to my SFTP/FTP server? | Sectigo® Official 
What if I don't have my FTP account information? | Sectigo® Official 
Whitelist FTP IPs | Sectigo® Official 

Check your database connection 

If CodeGuard is having trouble connecting to a database, confirm the database exists, the credentials are correct, and the user has the required permissions. The support articles below cover adding a database, the permissions needed, and common connection errors: 
 
How To Add A Database | Sectigo® Official 
What database user permissions are needed to backup and restore? | Sectigo® Official 
I'm getting connection errors when adding a database | Sectigo® Official 
CodeGuard failed to connect to my database - what should I do? | Sectigo® Official 
Whitelist MySQL IPs | Sectigo® Official