Opened ticket but can not reply

#67352
  • Resolved George

    4 years, 4 months ago

    Rank Math free

    I already have a ticket opened and provided sensitive information for your team to review for which I am thankful.
    But there is no way for me to reply to the ticket since at the bottom of ticket I see:
    “You cannot reply to this ticket.” which is p=66104

    so have no idea how to get to the attention for person that a) I have updated case with info required and b) to be able to follow up or tell them I did and what the status is?

    So unfortunately have to reopen a new ticket to be able to trigger that I have updated p=66104.

    Do not why tickets are restricted as: “You cannot reply to this ticket.”

    Thanks

Viewing 9 replies - 1 through 9 (of 9 total)
  • Michael Davis

    4 years, 4 months ago

    Rank Math pro

    Hello,

    Thank you for contacting Rank Math and sorry for any inconvenience that might have been caused due to that.

    I can’t seem to find another ticket under your account @George.

    If you wish to continue on the other ticket, could you please share the complete URL of the ticket so we can check.

    Looking forward to helping you. Thank you.

    ​​​​​​​

    George

    4 years, 4 months ago

    Rank Math free

    https://support.rankmath.com/ticket/also-getting-invalid-sitemap-from-google/?view=all

    Michael Davis

    4 years, 4 months ago

    Rank Math pro

    Hello,

    Thank you for the follow up.

    I have accessed your site and added the sitemap URLs to be excluded bu your plugin as shown below. Please get in touch with LiteSpeed cache support to let you know if that will correctly exclude your sitemap URLs from caching.
    img

    In the meantime, we will be working on the issue with your previous ticket.

    Looking forward to helping you. Thank you.

    ​​​​​​

    George

    4 years, 4 months ago

    Rank Math free

    Hello,

    I have updated the sensitive data as requested. Can you please check further?

    Thank you.

    George

    4 years, 4 months ago

    Rank Math free

    Well spoke to LiteSpeed folks and wonderful help they have always been, they pinpointed the issue and that your /sitemap_index.xml is set to noindex

    also confirmed when
    # grep -rin “x-robots-tag” ./wp-content/
    output:
    ./wp-content/plugins/seo-by-rank-math/includes/modules/sitemap/abstract-xml.php:42: ‘X-Robots-Tag’ => ‘noindex’,

    so how did this get set when we have no SEO options for that url to either set to index or noindex?

    George

    4 years, 4 months ago

    Rank Math free

    After looking into this further, seems noindex is OK to have for sitemaps.

    I have confirmed x-litespeed-cache-control: no cache

    Any other ideas why GSC is not recognising your generated sitemap?

    George

    4 years, 4 months ago

    Rank Math free

    FIXED FINALLY
    The Solution:

    The problem, in my case, was caused by a plugin conflict with “All In One WP Security”.

    From the WordPress menu on the left navigate to WP Security >> Firewall and look for the “Internet Bots” tab. Deactivate the “Block Fake Googlebots” option and click save.

    George

    4 years, 4 months ago

    Rank Math free

    This maybe also help:

    https://wordpress.org/support/topic/block-fake-googlebots-is-blocking-google-pages-removed-from-google-index/#post-10182860

    Sometimes people have a hosting setup where there might be load-balancers or proxies and retrieving the IP address via the $_SERVER[‘REMOTE_ADDR’] gives the proxy address instead of the real visitor IP address.
    Try selecting “HTTP_X_FORWARDED_FOR” and see if that improves the situation.

    &
    https://wordpress.org/support/topic/google-search-console-fails-to-read-yoast-sitemaop-whil-aiowp-security-is-active/#post-10525884

    Michael Davis

    4 years, 4 months ago

    Rank Math pro

    Hello,

    Thank you for the helpful info.

    We are glad you were able to find a way to resolve your issue.

    If you have any further question(s), please let us know. Thank you.

    RankBot

    4 years, 3 months ago

    Hello,

    Since we did not hear back from you for 15 days, we are assuming that you found the solution. We are closing this support ticket.

    If you still need assistance or any other help, please feel free to open a new support ticket, and we will be more than happy to assist.

    Thank you.

Viewing 9 replies - 1 through 9 (of 9 total)

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