Plugin stuck on “Update running” after the last version update

Resolved Re673
(@re673)

2 years, 10 months ago
I disabled some plugins to check some stuff with one of my wordpress sites including your plugin, and after a few hours went to the plugins page to enable them again. There was a notice of a new update for your plugin, I clicked update and shortly after that enabled it as well.

Now the plugin is not working, it is shows the:
“Update running
We’re running an update designed to speed up and improve Independent Analytics. This can take anywhere from 30 seconds to 5 minutes.”

But doesn’t finish. I tried removing and installing the plugin again but it always shows this update is running page. I updated the plugin on a second website, where it was not disabled temporarily (and also has less active plugins in general) – and it finished in less than 1 minute, refreshing the “update is running” message and showing the stats as usual.

So with my main site the plugin is not working anymore. Is this a known bug with a known fix, or should I open a personal support ticket?
- This topic was modified 2 years, 10 months ago by Re673.
- This topic was modified 2 years, 10 months ago by Re673.
- This topic was modified 2 years, 10 months ago by Re673.

Viewing 3 replies - 1 through 3 (of 3 total)

Plugin Author Ben Sibley
(@bensibley)

2 years, 10 months ago
Hi there,

I’m very sorry for the error with the update. We are aware of this issue affecting some sites, and I can run some manual commands on your site to correct this error. Could you reach out to [ email redacted, see my reply as to why ] to discuss this further?

Thank you!
- This reply was modified 2 years, 10 months ago by Jan Dembowski.
Moderator Jan Dembowski
(@jdembowski)

Forum Moderator and Brute Squad

2 years, 10 months ago
*Reads. Winces.*

I’m very sorry for the error with the update. We are aware of this issue affecting some sites, and I can run some manual commands on your site to correct this error. Could you reach out to [ email redacted ] to discuss this further?

@re673 Please do not contact @bensibley off forum.

Ben, that’s a pretty explicit ssh ask and you should be aware that is not something that is allowed and can get you into trouble. You can help here to get to the bottom of what the issue is and personally, I prefer the Health Check plugin.

While I know you have the best of intentions, it’s forum policy that you not ask users for admin or server access. Users on the forums aren’t your customers, they’re your open source collaborators, and requesting that kind of access can put you and them at high risk.

If they are paying customers (such as people who bought a premium service/product from you) then by all means, direct them to your official customer support system. But in all other cases, you need to help them here on the forums.

Thankfully are other ways to get information you need:
- Ask the user to install the Health Check plugin and get the data that way.
- Ask for a link to the http://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
- Ask the user to create and post a link to their phpinfo(); output.
- Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
- Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again (the Health Check plugin can do this without impacting any site vistors).
- Ask the user for the step-by-step directions on how they can reproduce the problem.
You get the idea.

We know volunteer support is not easy, and this guideline can feel needlessly restrictive. It’s actually there to protect you as much as end users. Should their site be hacked or have any issues after you accessed it, you could be held legally liable for damages. In addition, it’s difficult for end users to know the difference between helpful developers and people with malicious intentions. Because of that, we rely on plugin developers and long-standing volunteers (like you) to help us and uphold this particular guideline.

When you help users here and in public, you also help the next person with the same problem. They’ll be able to read the debugging and solution and educate themselves. That’s how we get the next generation of developers.
Plugin Author Ben Sibley
(@bensibley)

2 years, 9 months ago

@re673 Can you look for the database option “iawp_db_version” and let me know what the value is? If it’s “12” then this means the migration failed partway through. The next step will be to look at the database table named “wp_independent_analytics_session” and check if both the “city_id” and “country_id” columns are empty (they may say NULL). Please let me know if that is also true or if you see numbers in those columns instead.

This info is going to ensure that I provide you with the right solution to complete the migration successfully.

Thank you for your patience while we help to resolve this.

Viewing 3 replies - 1 through 3 (of 3 total)

The topic ‘Plugin stuck on “Update running” after the last version update’ is closed to new replies.