Splash Screen loops until an IP is whitelisted

Issue

• Customers have been unable to log into cPanel because of being stuck on the Imunify360 message:

"Please wait while your request is being verified."

• This issue affects multiple servers. Whitelisting the client's IP resolves it, but no bans or incidents are recorded for the IPs.

Environment

• Imunify360
• WebShield
• Splash Screen

Solution

The issue has been fixed with Webshield 1.31.4.

In order to check the currently installed WebShield version, execute

rpm -qa |grep webshield-bundle

• If it is still 1.31.3, use the following instructions and execute

wget -O imunify-force-update.sh https://repo.imunify360.cloudlinux.com/defence360/imunify-force-update.sh

bash imunify-force-update.sh

Cause

Some legit UserAgents are marked as bots, and their checks bring an indefinite Splash Screen loop.

Useful links

• Related internal tasks: DEF-32200, DEF-32418.
• https://docs.imunify360.com/update/#gradual-roll-out