Error codes

Subscription management error codes

These error codes are produced by SiteLock’s internal Subscription Management system, and are therefore related specifically to provisioning, modifying, and deleting subscriptions only.

Code Message Description

FI2

Internal Server Error: 559(b)($id)

The site has more than one PLAN subscription that is active.

FI3

Internal Server Error: 559(c)($id)

The site is inactive but has active subscriptions.

FI4

Internal Server Error: 559(d)($id)

The site has more than one active WAF (Firewall & CDN) subscription.

FI5

Internal Server Error: 559(e)($id)

The site has active plans from more than one bundle.

FI7

Internal Server Error: 559(g)($id)

The site has more than one DAST subscription that is active.

FI8

Internal Server Error: 559(h)($id)

The site has DAST subscription record but no supporting DAST subscription info.

FI9

Internal Server Error: 559(i)($id)

The site has more than one SAST (TrueCode) subscription that is active.

FI0

Internal Server Error: 559(j)($id)

The site has SAST (TrueCode) subscription record but no supporting SAST (TrueCode) subscription.

NVP

No valid operations found in instruction set

Either no instructions were sent, or the instructions sent couldn’t be parsed into a series of actions to be taken.

SOR

Only SiteLock may initiate manual renewals

A request to manually renew was initiated by a reseller ID not recognized as SiteLock.

SOF

Only SiteLock may initiate refunds

A request to issue a refund was initiated by a reseller ID not recognized as SiteLock.

BAP

Cannot add both bundle and plan

An attempt was made to add both a bundle and plan.

FPN

Malformed instructions, could not find plan ID

The plan ID couldn’t be located in the instruction set. It was probably structured in such a way that an empty plan cannot be selected.

FIN

Unexpected error in provisioning: (e)

An error occurred on attempt to provision a subscription.

FDN

Malformed instructions, cannot find subscription ID

The subscription ID for deletion couldn’t be located in instruction set.

NEP

Internal Server Error: 551(e)

The reseller doesn’t have a valid "EMPTY" plan for fulfillment of this request.

MPN

Cannot add more than one plan

An attempt was made to add more than one plan.

BPJ

Cannot lookup the indicated plan with ID $id

The specified plan ID isn’t valid for this reseller. It doesn’t exist, is an add-on, or belongs to a different reseller.

PWB

Cannot process plan with ID $id outside of bundle

The plan is a part of a bundle but an attempt was made to provision it by itself. This isn’t allowed.

NEB

Empty Bundle ID not allowed

The bundle ID must be specified. There’s no EMPTY bundle.

IBI

Invalid Bundle ID

Invalid bundle ID was specified.

IBX

Internal Server Error: 551(x)

There’s either an internal error with SubMan processing for adding bundled add-ons OR the add-on plan ID was out of range.

BPD

Cannot lookup the indicated plan with ID $id

The specified add-on ID isn’t valid for this reseller. It’s not an add-on, or belongs to a different reseller.

AWB

Cannot process addon with ID $id outside of bundle

An attempt was made to provision a bundled add-on individually.

IBE

Internal Server Error: 551(b)

SubMan isn’t equipped to handle the type of the subscription for which provisioning is being attempted (internal error).

ADI

Site has an invalid domain name; ANP cannot be added without a valid domain

The domain in the site record doesn’t seem to be valid and will fail if provisioning is attempted (early warning).

MWP

New bundle already contains ANP plan, cannot add another

An attempt was made to add more than one ANP plan to the bundle.

MWP

Multiple ANP Subscriptions detected

The site already has an ANP subscription.

ABP

Cannot replace bundled ANP subscription

An attempt was made to provision WAF/ANP on a site which already had WAF/ANP from a bundle.

DDI

Site has an invalid domain name; DAST cannot be added without a valid domain

The domain in the site record doesn’t seem to be valid and will fail if provisioning is attempted (early warning).

MDP

New bundle already contains DAST plan, cannot add another

An attempt was made to add more than one DAST plan to the bundle.

MDP

Multiple DAST Subscriptions detected

The site already has a DAST subscription.

DBP

Cannot replace bundled DAST subscription

An attempt was made to provision DAST on a site which already had DAST from a bundle.

MSP

New bundle already contains SAST plan, cannot add another

An attempt was made to add more than one SAST plan to the bundle.

MSP

Multiple SAST Subscriptions detected

The site already has a SAST subscription.

SBP

Cannot replace bundled SAST subscription

An attempt was made to provision SAST on a site which already had SAST from a bundle.

IPD

Internal Server Error: 554(x)

SubMan not equipped to handle the type of the subscription slated to be cancelled inside of a bundle (internal error).

ISB

Invalid Subscription ID

The subscription to be deleted by ID either doesn’t exist or doesn’t belong to the account in question.

MRP

Malformed Instructions; multiple requests to delete plan detected

MRA

Malformed instructions; multiple requests to delete ANP detected

MRD

Malformed instructions; multiple requests to delete DAST detected

MRT

Malformed instructions; multiple requests to delete SAST detected

CRB

Cannot remove $type element of bundle, must remove entire bundle

IPT

Invalid product type or product, must be deleted by subscription id

DFP

No PLAN subscription found for site

NBP

No bundle present to delete

NPS

More PCI Delete requests present than active PCI Subscriptions

NWS

Site does not have ANP account to remove

NDS

Site does not have DAST account to remove

NSS

Site does not have SAST account to remove

RS0

Billing Authority Is SiteLock

Cannot queue deletion of subscription because the request comes from non-SiteLock reseller when SiteLock has billing authority.

RS1

Cannot issue refund unless reseller and billing authority are SiteLock

NAS

No active sites found for account

An attempt was made to add PCI to an account with no active sites and the creation of "fake" site for PCI failed.

AEX

ANP Provision Error [$code]: $message

An error occurred on attempt to provision ANP subscription.

DFA

Internal Server Error: 555(a)

There was an error creating subscription or subscription payment records in database.

DFD

Internal Server Error: 555(d)

There was an error updating subscription records in database to indicate deletion.

ULU

Internal Server Error: 557(u)

PCI Delete process: the account doesn’t have "admin" user set up.

ULB

Internal Server Error: 557(b)

PCI Delete process: the account "billing user" record cannot be found.

A "billing user" isn’t involved in actual billing.

NTS

Could not create temporary site

An empty/fake site couldn’t be created when required (for example, PCI).

BAI

Bad Account ID/Account not found

The account doesn’t exist or doesn’t belong to the reseller.

SIR

Site ID is required for this type of subscription

The site ID is required for this type of subscription.

SNF

Site Not Found

The site wasn’t found.

SII

Site is inactive

The site is inactive.

SXX

Internal Server Error: 500(s)

Unspecified: An error code was added to _softSiteId verification method that isn’t yet handled in _verifySiteId verification method.

CAP

Internal Server Error: 552(p)

There was a bad data structure where subscription plan should be (in reseller check).

BPI

Cannot lookup the indicated plan with ID $id

The specified plan ID isn’t valid for this reseller. It doesn’t exist, is an add-on, or belongs to a different reseller.

CAQ

Internal Server Error: 552(q)

There was a bad data structure where subscription plan should be (in recurring check).

Firewall & CDN extended error codes

Code Meaning Next Steps

3001

WAF Subscription failed: Domain Invalid

Please check the domain provisioned and retry. SiteLock won’t automatically retry provisioning this subscription.

3002

WAF Subscription failed: Site is on the CloudFlare network

Please ask the user to retry after the site is taken off the CloudFlare network. SiteLock will automatically retry provisioning this subscription.

3003

WAF Subscription failed: Site requires SSL

Please provision this site with a higher level plan. Currently, SSL sites aren’t supported at the lowest tier of service: TrueShield Basic. SiteLock won’t automatically retry provisioning this subscription.

3004

WAF Subscription failed: Domain belongs to a known service

Please determine the site’s real domain and retry the provisioning. SiteLock won’t automatically retry provisioning this subscription.

3011

WAF Subscription failed: Site unresolvable

Please retry once DNS records are available for this site. SiteLock will automatically retry provisioning this subscription.

3012

WAF Subscription failed: Site unreachable

Please retry once the site is reachable on the web. SiteLock will automatically retry provisioning this subscription.

3013

WAF Subscription failed: Site already protected by SiteLock

This site has already been registered with SiteLock. Please resolve the conflict, and/or call the SiteLock support line for more information. SiteLock won’t automatically retry provisioning this subscription.

3015

WAF Subscription failed: Internal error.

In case this error is encountered, please try again at a later time. SiteLock will automatically retry provisioning this subscription.

Additional error codes for Firewall & CDN

SiteLock won’t automatically retry provisioning a subscription attempt that results in any of the following errors.

Code Meaning Next Steps

ISI

Invalid/Unknown Site ID

Please check the site ID in the provisioning call. If there’s a conflict, please call the SiteLock support line.

IAI

Invalid/Unknown Account ID

Please check the account ID in the provisioning call. If there’s a conflict, please call the SiteLock support line.

IPI

Invalid/Unknown Plan ID

Please check the plan ID in the provisioning call. If there’s a conflict, please call the SiteLock support line.

ISE

Internal Server Error (Error XXXx) [where XXXx is some code consisting of 3 digits and potentially a letter, for example, 530a]

Please retry. If the problem persists, please call SiteLock support.

EWS

Error with PCI Signup: <message>

SIR

Site ID is required for ANP subscription

Please retry with the appropriate site ID.

SAH

ANP already exists for this site

Common SMART Scan synchronization errors

The following is a non-exhaustive list of the commonly seen errors that occur during SMART synchronization. These appear in the scanInfo response.

  • Access failed: <reason>

    • 403 Forbidden

    • 404 Not Found

    • 550 Can’t change directory to <dir>: <message>

    • 553 Prohibited File Name: <path>

    • No such file (<path>)

  • Cannot connect to <addr>: <reason>

  • Cannot log in: <reason>

    • Login authentication failed

    • Login incorrect

  • Failed to put file: <path>: <reason>

  • Fatal error: max-retries exceeded

  • lftp: <addr>: Name or service not known
    put: Not connected

  • Login failed: <reason>

    • 530 Login authentication failed

    • 530 Login incorrect

  • mirror: Access failed: 550 <path>: No such file or directory

  • mirror: Access failed: 550 Can’t change directory to <path>: No such file or directory

  • mirror: Fatal error: max-retries exceeded

  • mirror: Login failed: 530 Login authentication failed

  • mirror: Login failed: 530 Login incorrect

  • mirror: Not connected

  • put: Access failed: 553 Can’t open that file: No such file or directory (<path>)

  • put: Access failed: 553 Could not create file. (<path>)

  • put: Fatal error: max-retries exceeded

  • put: Login failed: 530 Login authentication failed

Backup & Recovery and SMART Database Scan error codes

These error codes are produced by SiteLock’s internal Backup system and therefore are related specifically to backup only.

Error Code Meaning

CURL_INIT_ERR

Unable to open secure connection between [YOUR DOMAIN] and SiteLock server: the required cURL library is unavailable.

CURL_MAPI_ERR

Unable to reach secure SiteLock server from [YOUR DOMAIN].

ENCRYPTION_FAILED

Failed to encrypt/decrypt data.

ENCODING_FAILED

Failed to encode/decode data.

DATABASE_GENERAL_ERROR

An error occurred while querying database.

CHECK_FEATURE_ERR_FS

Failed file system check. Filesystem cannot be adequately manipulated.

CHECK_FEATURE_ERR_CRYPTO_OPENSSL

Failed crypto check. OpenSSL facilities to encrypt data are present but not adequate.

CHECK_FEATURE_ERR_CRYPTO_MCRYPT

Failed crypto check. MCrypt facilities to encrypt data are present but not adequate.

CHECK_FEATURE_ERR_NO_CRYPTO

Failed crypto check. Neither OpenSSL or MCrypt facilities to encrypt data were found.

CHECK_FEATURE_ERR_DB

Unable to connect to Database. Make sure you’re using correct credentials.

CHECK_FEATURE_ERR_ZIP

The ZIP Archive utility wasn’t found.

CHECK_FEATURE_ERR_GZIP

GZIP failure. ZLIB cannot be used to compress data on-the-fly via scripting engine.

CHECK_FEATURE_ERR_MULTISITE

Failed check. Multi-site configuration isn’t supported.

CHECK_FEATURE_ERR_NO_DBS

No database schemas found.

CHECK_FEATURE_ERR_DUMP_LIBRARY

Failed to initialize the database export library.

DB_SCAN_NO_TABLES

No tables information received.

DB_SCAN_PROCESS_LOCKED

Internal error

DB_SCAN_NO_PROCESS_ID

Internal error

DB_SCAN_ZIP_FAILED

Failed to compress data for secure transfer.

DB_SCAN_UNZIP_FAILED

Failed to extract data from archive.

BACKUP_DB_ERR_UNZIP

Backup failed. Please contact support.

BACKUP_DB_ERR_ZIP

Backup failed. Please contact support.

BACKUP_DB_ERR_ZIP_MD5_MISMATCH

Backup failed. Please contact support.

BACKUP_DB_ERR_ZIP_MD5_MISSING

Backup failed. Please contact support.

BACKUP_DB_ERR_SCHEMAS

Unable to list backup schemas

BACKUP_DB_ERR_NO_PROCESS_ID

Internal error

BACKUP_DB_ERR_WHICH_MYSQLDUMP

Backup failed. Please contact support.

BACKUP_DB_ERR_TEMPNAM

Backup failed. Please contact support.

BACKUP_DB_ERR_MYSQLDUMP_TABLE

Backup failed. Please contact support.

BACKUP_DB_ERR_MKDIR

Backup failed. Please contact support.

BACKUP_DB_ERR_WHICH_MYSQL

Backup failed. Please contact support.

BACKUP_DB_ERR_MYSQL_EXEC

Backup failed. Please contact support.

BACKUP_DB_ERR_PROCESS_LOCKED

Backup failed. Please contact support.

E_BACKUP

Backup failed. Please contact support.

E_TIMEOUT

Backup failed due to a timeout error.

E_FTP

Backup failed due to a connection error. We couldn’t connect to your server.

E_UNKNOWN

Backup failed. Please contact support.

E_RESTORE

Restore failed. Please contact support.