500 Error when visiting a matomo plugin UI

  • Resolved vezerance

    (@vezerance)


    3 years ago

    Hello,

    When I try to go to one of the administration interfaces of matamo, the site goes to error 500.
    I need to deactivate the plugin manually or kill the php processes to make the site accessible again.

    I came across this similar topic:
    https://ww.wp.xz.cn/support/topic/500-error-when-visting-reporting-tag-manager-and-admin-pages/
    But when I activate the Matomo safe mode to access the system report, I get a fatal error:

    Fatal error: Uncaught Error: Class "Piwik\Plugins\SitesManager\Model" not found in /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php:997 Stack trace: #0 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php(252): WpMatomo\Admin\SystemReport->get_wordpress_info() #1 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php(322): WpMatomo\Admin\SystemReport->get_error_tables() #2 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-includes/class-wp-hook.php(308): WpMatomo\Admin\SystemReport->show() #3 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-includes/class-wp-hook.php(332): WP_Hook->apply_filters() #4 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-includes/plugin.php(517): WP_Hook->do_action() #5 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-admin/admin.php(259): do_action() #6 {main} thrown in /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php on line 997

    When I reproduce the error 500 (with the safe mode disabled), I see this in the debug logs:

    [10-May-2023 11:09:15 UTC] PHP Warning:  include(/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/composer/../../core/DeviceDetector/DeviceDetectorFactory.php): Failed to open stream: Aucun fichier ou dossier de ce type in /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/defender-security/vendor/composer/ClassLoader.php on line 444
[10-May-2023 11:09:15 UTC] PHP Warning:  include(): Failed opening '/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/composer/../../core/DeviceDetector/DeviceDetectorFactory.php' for inclusion (include_path='/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/pear_exception:/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/console_getopt:/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/pear-core-minimal/src:/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/archive_tar:.:/usr/lib/php8.2') in /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/defender-security/vendor/composer/ClassLoader.php on line 444
[10-May-2023 11:09:15 UTC] PHP Warning:  include(/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/composer/../../core/DeviceDetector/DeviceDetectorFactory.php): Failed to open stream: Aucun fichier ou dossier de ce type in /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/defender-security/vendor/composer/ClassLoader.php on line 444
[10-May-2023 11:09:15 UTC] PHP Warning:  include(): Failed opening '/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/composer/../../core/DeviceDetector/DeviceDetectorFactory.php' for inclusion (include_path='/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/pear_exception:/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/console_getopt:/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/pear-core-minimal/src:/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/archive_tar:.:/usr/lib/php8.2') in /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/defender-security/vendor/composer/ClassLoader.php on line 444
[10-May-2023 11:09:15 UTC] PHP Warning:  include(/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/composer/../php-di/php-di/src/NotFoundException.php): Failed to open stream: Aucun fichier ou dossier de ce type in /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/defender-security/vendor/composer/ClassLoader.php on line 444
[10-May-2023 11:09:15 UTC] PHP Warning:  include(): Failed opening '/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/composer/../php-di/php-di/src/NotFoundException.php' for inclusion (include_path='/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/pear_exception:/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/console_getopt:/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/pear-core-minimal/src:/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/archive_tar:.:/usr/lib/php8.2') in /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/defender-security/vendor/composer/ClassLoader.php on line 444
[10-May-2023 11:09:15 UTC] PHP Fatal error:  Uncaught Error: Class "DI\NotFoundException" not found in /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/php-di/php-di/src/Container.php:136
Stack trace:
#0 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/core/Container/StaticContainer.php(81): DI\Container->get()
#1 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php(1351): Piwik\Container\StaticContainer::get()
#2 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php(277): WpMatomo\Admin\SystemReport->get_browser_info()
#3 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php(288): WpMatomo\Admin\SystemReport->get_error_tables()
#4 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/classes/WpMatomo/Admin/Menu.php(183): WpMatomo\Admin\SystemReport->errors_present()
#5 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-includes/class-wp-hook.php(308): WpMatomo\Admin\Menu->add_menu()
#6 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-includes/class-wp-hook.php(332): WP_Hook->apply_filters()
#7 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-includes/plugin.php(517): WP_Hook->do_action()
#8 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-admin/includes/menu.php(155): do_action()
#9 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-admin/menu.php(420): require_once('/homepages/17/d...')
#10 /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-admin/admin.php(158): require('/homepages/17/d...')
#11 {main}
  thrown in /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/php-di/php-di/src/Container.php on line 136
[10-May-2023 11:09:15 UTC] PHP Warning:  include(/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/composer/../../core/Profiler.php): Failed to open stream: Aucun fichier ou dossier de ce type in /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/defender-security/vendor/composer/ClassLoader.php on line 444
[10-May-2023 11:09:15 UTC] PHP Warning:  include(): Failed opening '/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/composer/../../core/Profiler.php' for inclusion (include_path='/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/pear_exception:/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/console_getopt:/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/pear-core-minimal/src:/homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/matomo/app/vendor/pear/archive_tar:.:/usr/lib/php8.2') in /homepages/17/d921535033/htdocs/clickandbuilds/Yombz/wp-content/plugins/defender-security/vendor/composer/ClassLoader.php on line 444

    I don’t have this problem on other sites, I tried to reinstall the plugin, change the version of php (8.0 & 8.1), and various others tests.
    Can you help me?

    WebServer : Apache
    PHP : 8.2.5
    WordPress : 6.2
    Matomo plugin : 4.14.2
    Security plugin : Defender By WPMU DEV (v 3.10.1)

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support emermatomo

    (@emermatomo)

    3 years ago

    Hi @vezerance this could an issue with incompatible plugin. Can you please send us a copy of your system check report which you can get by following this guide?

    Thread Starter vezerance

    (@vezerance)

    3 years ago

    Hi,

    				  # Errors

* Error Version de PHP cli: {"":{"domain":"blocksy","lang":"fr_FR","plural_forms":"nplurals=2; (Votre version de PHP cli n’est pas compatible avec le <a href="https://matomo.org/faq/on-premise/matomo-requirements/" target="_blank">Prérequis Matomo</a>. Veuillez mettre à jour votre version de PHP cli, sinon, vous risquez d’avoir des erreurs d’archivage.)
* Error Prise en charge de MySQLi: manquante (Votre PHP cli ne charge pas l’extension MySQLi. Vous pouvez avoir des problèmes d’archivage dans Matomo mais aussi d’autres problèmes dans vos tâches cron WordPress. Vous devriez activer cette extension)

# Matomo

* Version de l’extension Matomo: 4.14.2
* Config existe et est accessible en écriture.: Oui ("$abs_path/wp-content/uploads/matomo/config/config.ini.php" )
* JS Tracker existe et est accessible en écriture.: Oui ("$abs_path/wp-content/uploads/matomo/matomo.js" )
* Répertoires de l’extension: Yes ([{"pluginsPathAbsolute":"$abs_path\/wp-content\/plugins\/matomo\/plugins","webrootDirRelativeToMatomo":"..\/"}])
* Répertoire temporaire accessible en écriture: Yes ($abs_path/wp-content/cache/matomo)
* Version de Matomo: 4.14.2
* idSite du site web Matomo: 1
* Version installée de Matomo: 4.11.0 (Install date: 2022-10-24 12:05:19)
* Upgrades outstanding: No
* Upgrade in progress: No

## Endpoints

* Matomo JavaScript Tracker URL:  ($site_url/wp-content/uploads/matomo/matomo.js)
* Matomo JavaScript Tracker - WP Rest API:  ($site_url/wp-json/matomo/v1/hit/)
* Matomo HTTP Tracking API:  ($site_url/wp-content/plugins/matomo/app/matomo.php)
* Matomo HTTP Tracking API - WP Rest API:  ($site_url/wp-json/matomo/v1/hit/)

## Crons

* Heure du serveur: 2023-05-12 14:56:37
* Heure du site web: 2023-05-12 16:56:37 (Les dates ci-dessous sont affichées dans le fuseau horaire du site web)
* Sync users & sites: Next run: 2023-05-13 12:08:16 (19 heures 11 min) ( Last started: 2023-05-12 12:08:56 (-4 heures 47 min). Last ended: 2023-05-12 12:08:56 (-4 heures 47 min). Interval: daily)
* Archive: Next run: 2023-05-12 17:05:59 (9 min 22s) ( Last started: 2023-05-12 16:06:49 (-49 min 48s). Last ended: 2023-05-12 16:06:50 (-49 min 47s). Interval: hourly)
* Update GeoIP DB: Next run: 2023-05-22 12:06:14 (9 jours 19 heures) ( Last started: 2023-04-22 12:07:14 (-20 jours 4 heures). Last ended: 2023-04-22 12:07:15 (-20 jours 4 heures). Interval: matomo_monthly)

## Contrôles obligatoires

* Version PHP >= 7.2.5: ok 
* PDO extension: ok 
* PDO\MYSQL extension: ok 
* MYSQLI extension: ok 
* Autres extensions requises: ok 
* Fonctions requises: ok 
* Configuration PHP requise (php.ini): ok 
* Répertoires avec les droits d'accès en écriture: ok 
* Répertoires avec accès en écriture pour Gestionnaire de balises: ok 

## Contrôles facultatifs

* Binaire PHP 64 bits: ok 
* État du traqueur: ok 
* Limite mémoire: ok 
* Fuseau horaire: ok 
* Ouvrir l'URL: ok 
* GD > 2.x + FreeType (graphics): ok 
* Autres extensions: ok 
* Autres fonctions: ok 
* Système de fichiers: ok 
* Dernière exécution d'archivage réussie: ok 
* Capacités de la base de données: ok 
* Taille maximale des paquets: ok 
* Géolocalisation: ok 
* Mettre à jour via HTTPS: ok 
* Supports Async Archiving: No
* Location provider ID: geoip2php
* Location provider available: Yes
* Location provider working: Yes
* Had visit in last 5 days: Yes
* Matomo URL: Yes ($site_url/wp-content/plugins/matomo/app)

## Matomo Settings

* Track mode: default
* Track codeposition: footer
* Track api endpoint: default
* Track js endpoint: default
* Version history: 4.14.2, 4.14.1, 4.13.5, 4.13.4, 4.13.3
* Core version: 4.14.2
* Last tracking settings update: 1666718656
* Last settings update: 1671439635
* Track content: all
* Track search: Yes
* Track 404: Yes
* Track jserrors: Yes

## Logs

* Aucun: 

# WordPress

* Home URL: $site_url
* Site URL: $site_url
* WordPress Version: 6.2
* Number of blogs: 1
* Multisite Enabled: No
* Network Enabled: No
* WP_DEBUG: Yes
* WP_DEBUG_DISPLAY: No
* WP_DEBUG_LOG: Yes
* DISABLE_WP_CRON: -
* FORCE_SSL_ADMIN: Yes
* WP_CACHE: Yes
* CONCATENATE_SCRIPTS: -
* COMPRESS_SCRIPTS: -
* COMPRESS_CSS: -
* ENFORCE_GZIP: -
* WP_LOCAL_DEV: -
* WP_CONTENT_URL: $site_url/wp-content
* WP_CONTENT_DIR: $abs_path/wp-content
* UPLOADS: -
* BLOGUPLOADDIR: -
* DIEONDBERROR: -
* WPLANG: -
* ALTERNATE_WP_CRON: -
* WP_CRON_LOCK_TIMEOUT: 60
* WP_DISABLE_FATAL_ERROR_HANDLER: -
* MATOMO_SUPPORT_ASYNC_ARCHIVING: No
* MATOMO_TRIGGER_BROWSER_ARCHIVING: -
* MATOMO_ENABLE_TAG_MANAGER: -
* MATOMO_SUPPRESS_DB_ERRORS: -
* MATOMO_ENABLE_AUTO_UPGRADE: -
* MATOMO_DEBUG: Yes
* MATOMO_SAFE_MODE: No
* MATOMO_GLOBAL_UPLOAD_DIR: -
* MATOMO_LOGIN_REDIRECT: -
* Permalink Structure: /%year%/%monthnum%/%day%/%postname%/
* Possibly uses symlink: No
* Upload base url: $site_url/wp-content/uploads
* Upload base dir: $abs_path/wp-content/uploads
* Upload url: $site_url/wp-content/uploads/2023/05
* Custom upload_path: 
* Custom upload_url_path: 
* Compatible content directory: Yes

# WordPress Plugins


## MU Plugins

* 1&1 Product Subdomain: 1.1.0

## Plugins

* All-in-One WP Migration: 7.74 (Réseau activé)
* Blocksy Companion: 1.8.86
* CookieYes | GDPR Cookie Consent: 3.0.9
* Crisp: 0.43
* Defender: 3.10.1 (Réseau activé)
* Display PHP Version: 1.7
* Elementor: 3.13.2
* Elementor Pro: 3.13.0
* Essential Addons for Elementor: 5.7.2
* Hummingbird: 3.4.5 (Réseau activé)
* Matomo Analytics - Ethical Stats. Powerful Insights.: 4.14.2
* SEOPress: 6.6.3
* SmartCrawl: 3.6.2 (Réseau activé)
* Smart Custom 404 error page [404page]: 11.4.3
* Smush: 3.12.6 (Réseau activé)
* Snapshot Pro: 4.16.0 (Réseau activé)
* WP Crontrol: 1.15.2
* WPMU DEV Dashboard: 4.11.18 (Réseau activé)
* WPS Hide Login: 1.9.8
* Active Plugins: 18 (404page all-in-one-wp-migration blocksy-companion cookie-law-info crisp defender-security display-php-version elementor-pro elementor essential-addons-for-elementor-lite hummingbird-performance matomo snapshot-backups wp-crontrol wp-seopress wp-smushit wpmudev-updates wps-hide-login)
* Theme: blocksy (blocksy)

# Server

* Server Info: Apache
* Apache AddHandler support: Pris en charge
* PHP OS: Linux
* PHP Version: 8.2.5
* PHP SAPI: cgi-fcgi
* PHP Binary Name: /usr/lib/cgi-bin/php8.2
* Extension PHP Maxmind DB: Non chargé
* PHP Error Reporting:  After bootstrap: 4437
* PHP Found Binary: /usr/lib/cgi-bin/php8.2 -q
* Timezone: UTC
* WP timezone: Europe/Paris
* Locale: fr_FR
* User Locale: fr_FR
* Memory Limit: 256M (Au moins 128MB recommandé. En fonction de votre trafic, 256MB ou plus peuvent être nécessaires.)
* WP Memory Limit: 40M
* WP Max Memory Limit: 256M
* Timezone version: 2023.2
* Time: 1683903397
* Max Execution Time: 60
* Max Post Size: 500M
* Max Upload Size: 524288000
* Max Input Vars: 1000
* Disabled PHP functions: No
* zlib.output_compression is off: Yes
* Curl Version: 7.64.0, OpenSSL/1.1.1n
* Suhosin installed: No

# PHP cli

* Error Version de PHP cli: {"":{"domain":"blocksy","lang":"fr_FR","plural_forms":"nplurals=2; (Votre version de PHP cli n’est pas compatible avec le <a href="https://matomo.org/faq/on-premise/matomo-requirements/" target="_blank">Prérequis Matomo</a>. Veuillez mettre à jour votre version de PHP cli, sinon, vous risquez d’avoir des erreurs d’archivage.)
* Error Prise en charge de MySQLi: manquante (Votre PHP cli ne charge pas l’extension MySQLi. Vous pouvez avoir des problèmes d’archivage dans Matomo mais aussi d’autres problèmes dans vos tâches cron WordPress. Vous devriez activer cette extension)

# Database

* MySQL Version: 10.5.19
* Mysqli Connect: Yes
* Force MySQL over Mysqli: No
* DB Prefix: nIGaxwpn
* DB CHARSET: utf8
* DB COLLATE: 
* SHOW ERRORS: No
* SUPPRESS ERRORS: No
* Uses Socket: No
* Uses IPv6: No
* Matomo tables found: 111
* DB tables exist: Yes
* Matomo users found: 5
* Matomo sites found: 1
* Permissions obligatoires: OK

# Browser

* Browser:  (Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/112.0.0.0 Safari/537.36 OPR/98.0.0.0)
* Language: fr-fr,fr,en-us,en

    The site is hosted at Ionos, and after further research, I discovered similar errors on some forums for sites hosted at Ionos.
    When the error happens, there is a PHP task overload on the server that seems to put the site in error 500.

    I tried to change the access permissions as suggested here :
    https://github.com/matomo-org/matomo-for-wordpress/issues/778#issuecomment-1538939419,
    Or I tried to disable archiving, as suggested here :
    https://github.com/matomo-org/matomo-for-wordpress/issues/784#issuecomment-1537570511
    But nothing work.

    Migrating my site on my local environment, with WP All in One Migration, I don’t have the 500 error, but the interface doesn’t load properly and I have the same errors on the plugin system report. (Php cli & mysqli).

    I hope this helps.

    Plugin Support emermatomo

    (@emermatomo)

    3 years ago

    Hi @vezerance to fix this, can you please address the Error PHP cli Version. There are two ways to solve this problem:

    Please let us know how it goes.

    Plugin Support emermatomo

    (@emermatomo)

    3 years ago

    Hi @vezerance . Have you had a chance to look at my previous comment or maybe any question around this?

    Thread Starter vezerance

    (@vezerance)

    3 years ago

    Hello,

    Good news, adding the custom php cli path in the config.ini.php worked. I used the Ionos doc for the path: https://www.ionos.fr/assistance/index.php?id=4069&source=helpandlearn

    But, this is just a band-aid. The day of Ionos won’t support php 8.1, the plugin won’t work anymore. I don’t know what Ionos does differently than other hosts, but it would be nice to consider it.

    The “define(‘MATOMO_SUPPORT_ASYNC_ARCHIVING’, false);” has not worked.

    I unfortunately didn’t get any follow up that was done during this problem. I’ll check again tomorrow to see if the tracking has resumed.

    Thank you very much for your help.

    Plugin Support emermatomo

    (@emermatomo)

    3 years ago

    Hi @vezerance thanks for keeping us updated. You don’t need to worry as time goes by, our plugin will be updated too so it will continue to work with Ionos.

    Please don’t hesitate to reach back if you encounter any issues.

Viewing 6 replies - 1 through 6 (of 6 total)

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