Email reports – failed to load html file

Do you know which webserver your WordPress is using? Eg Apache, Nginx, or similar?

Likely something in your browser seems to reject loading an HTML file. Is there maybe some browser extension activated similar to an ad blocker? Like a tracking blocker, or something?

Hello !
thank you for your answer.
My website is running with an Apache webserver.
I tried differents things and it seems to be more complicated !
I tried with Edge -> the error message is not here, but no email.
I tried a different email address -> the email is received but with a mime format “error” :
This is a message in Mime Format. If you see this, your mail reader does not support this format.
That’s why, some client email doesn’t accept the email…
Finaly, I changed HTML or PDF format () with mime format error, for CSV, and the email is ok !
In resume :
Whit Edge (instead Firefox) I don’t have error message, but same pb.
Only email with CSV format works with me.
Maybe a little thing to revise in the email HEADER ?

Hmmm… I tried now with a gmail address with Edge (for having no error displayed) :
I don’t receive the email either in CSV format !

@beunoit could you send us your system report either by email to wordpress at matomo.org or copy/paste it here? Here’s how to get the report: https://matomo.org/faq/wordpress/how-do-i-find-and-copy-the-system-report-in-matomo-for-wordpress/

Are you using a particular plugin or service for sending emails from your WordPress?

Thank you for your answer.
The email is sent !

Thanks @beunoit

We have received the report. We tried to replicate your system but could not find an issue yet. I could only install 18 out of 40 plugins thought because many of them aren’t available on the WordPress Plugins directory.

Could you try configuring a report “HTML” and in “Display options” select “Display tables only (no graphs)”. Does it work then?

In general the original issue you reported regarding failed to load HTML file seems to be indeed some kind of browser issue where your browser is blocking to load the file (eg an ad blocker, or a browser named “brave” or something similar) since it works in Edge.

Now the problem seems to be some emails don’t arrive. They arrive for CSV, but the PDF and HTML doesn’t arrive (also not in spam folder?).

> This is a message in Mime Format. If you see this, your mail reader does not support this format.

Do you mind letting me know which email client you use? I was under the impression that most email clients would support mime.

BTW just in case you can do it: It might also help to temporarily deactivate all plugins except for Matomo and then try it again. Just in case it is caused by some other plugin. I do fully understand though that this might not always be possible.

> I could only install 18 out of 40 plugins though because many of them aren’t available on the WordPress Plugins directory.

BTW this was a typo. You’re using a lot less plugins and I was able to install them.

Thank you very much for your answer !

“Could you try configuring a report “HTML” and in “Display options” select “Display tables only (no graphs)”. Does it work then?”

• -> it works with this configuration ! So, the pb come from pdf or image attachement with my client email ! Not from Matomo
• -> for Gmail, emails were effectively in my spam folder, so sorry ! (I’m not used to gmail interface !!)
• -> my two differents clients email which have pb with Matomo emails : first one is the Outlook Web App (not hotmail, but dedicated outlook web app from organisation where I work), second one is a Zimbra mail version 7.2 from my internet access provider (it seems to be an old version).

So, I’m gonna use a different mailbox where it works !

My topic title was about the error Failed to load HTML-File, so
for the error message :
Failed to load HTML-File:
Please check if you have an adblocker or something similar enabled
The message is only displayed with my firefox but does not affect what I described above for emails. So it’s not a pb from Matomo, but from my configuration.

Last thing to say :
I tried a Matomo plugin on an other WordPress website hosted on other webserver :
Everything was exactly the same !
So the pb comes definitively from the two clients emails, and from my firefox for the error message !

Thanks again for your answers !
If it’s ok for you too, we can close the toic as resolved.

Awesome, glad to hear it works now. Thanks for letting us know.