Fatal Error updating from Jetpack 6.8.1 to Jetpack 6.9

My automatic Jetpack update from 6.81 to 6.9 also failed.

I opened an issue on Github:

https://github.com/Automattic/jetpack/issues/11125

Mine also failed.

Mine also failed. I’m on GoDaddy Shared. I am running PHP 7.2 and I’ve tried it both on WordPress 5.0.2 and 5.0.3. Now I cannot get to my dashboard (wp-admin) and am having to work with GoDaddy to restore my account to get back in and work on my site without updating to 6.9. Are any of you on GoDaddy Shared? Or are you all on some other server setup? And by the way, when I tried to update it, it basically just left my account in a “maintenance mode”. Eventually, it removed the plugin altogether because of some fatal error. And when I attempted to download Jetpack from the plugins again and install it, it just hosed my site up all over again.

• This reply was modified 5 years, 10 months ago by Andrew Arthur Dawson.

require_once(/home/content/p3pnexwpnas02_data03/61/2555461/html/wp-content/plugins/jetpack/_inc/lib/class.media.php): failed to open stream: No such file or directory in /home/content/p3pnexwpnas02_data03/61/2555461/html/wp-content/plugins/jetpack/class.jetpack.php on line 25

The error indicates that some files are missing from your installation of Jetpack. This sometimes happens when your site fails to complete a plugin update, because of limited resources during the update process.

To solve this issue, log in to your site via FTP or CPanel, delete the existing Jetpack plugin folder, and reinstall the plugin from scratch.

You’ll find the Jetpack plugin folder here:

wp-content
   plugins
     jetpack - DELETE THIS FOLDER

If you’re not sure how to do this, you can ask your hosting company for help. They should also have documentation explaining how to edit or remove files from your site using FTP or a File Manager in your admin panel.

@bobbydurrettdba I’ll reply on the GitHub issue as well, but since you are also running into update issues when trying to update WordPress itself, I would recommend that you do the above to update Jetpack, but also try to update WordPress manually via Dashboard > Updates. If you keep getting failed update messages, I would recommend that you get in touch with your host about this and ask them if you are currently reaching resource limits with your plan in any way (it could be that you are running out of space on your hosting plan, for example).

@andrewarthurdawson I see you are running into multiple update issues, with Jetpack and when trying to update your theme. I would recommend that you follow my recommendations above, and then reach out to your hosting provider.

Thank you.

I have a directory named /wp-content/upgrade/jetpack.6.9-JOHyGW which I think it left over from the failed update. Should I delete this directory as well as /wp-content/plugins/jetpack?

Oddly enough my site is now running but I suppose without Jetpack.

Will I get back all of my Jetpack settings?

Bobby

I am back in business. I deleted /wp-content/upgrade/jetpack.6.9-JOHyGW and /wp-content/plugins/jetpack and the .maintenance file and reinstalled Jetpack and the site works normally.

Bobby

So here is my issue @jeherve.

A. GoDaddy won’t help me with this because they only guarantee my site is up and running and I’m on my own to fix any plugin issues.
B. Jetpack is the only plugin I get issues with ever with resource issues where it timed out.
C. I have no idea how to do a FTP or Cpanel or access those behind the scenes issues.

Last night I spent 3 hours getting my site back up and running because of trying to update this plugin. It literally killed my site. I don’t understand why Jetpack is the only plugin I ever get this issue with. And I’m curious as to if the people that had this issue also use GoDaddy or is it quite possible that it’s your server that really is the timing out issue here. Regardless, I fear I’m dead in the water with ever updating Jetpack again now because I’m not able to just point and click the update button without it timing out. And given Godaddy does not fix stuff like this nor shows me how to do anything I really don’t know what to do except stay on Jetpack 6.8.1 permanently, which at someone y I assume will no longer work when software changes.

At this point I could use some really guidance here for a user who doesn’t really know how to do any WordPress stuff other than point and click. ?? (Oh and the theme issue was corrected with no issues once I was on PHP 7.2.) also, doesn’t deleting Jetpack as you suggest above delete all your settings in Jetpack, your email subscribers, etc? Meaning I’d have to start over with Jetpack?

• This reply was modified 5 years, 10 months ago by Andrew Arthur Dawson.
• This reply was modified 5 years, 10 months ago by Andrew Arthur Dawson.

I should also mention that when I did get GoDafdy to delete Jetpack entirely in last nights three hour process to get my site back up and running, I was unable to download even from the plugin page. So, I don’t know whether this is because of Jetpack being too big now of a plugin for GoDaddy or whether resources last night were a problem between the two servers of mine with them and yours. Regardless, there are many people who use Managed WordPress and Jetpack who aren’t going to be able to go behind the scenes and muck with it to get it to work. Did you guys even test this in the Managed WordPress platform that you have? Can something be done to fix this on your end with them to make this a smooth transition so that less educated WordPress users like me can just point and click like I do with all my other plugin updates? Honestly @jeherve I have never had any issue with an update having a time out EVER except for Jetpack and that started back I think at Jetpack 5.0 or 6.0. Nevertheless, unless you guys can wrk with GoDaddy, I and other Managed WordPress users wont be able to use Hetpacl anymore as it grows in size and creates even more limitations.

I only use Jetpack for metadata and email subscribers and that’s it. It would be great to have a smaller plugin availability to do the limited stuff I need. But I’m sure that is not possible. So, basically, I don’t know what to do and I can’t afford to move my blog to another server nor have the understanding to do it only own.

I pray that Jetpack and GoDaddy can figure out this resource issue and help me and others to love beyond this problem.

@bobbydurrettdba just curious Bobby, did you say you are on GoDaddy or some other hosting environment? When you deleted all of Jetpack, and reinstalled, did you do that behind the scenes or through the dashboard? And didn’t that delete all your settings and email subscribers and such?

@bobbydurrettdba I had the exact situation per your last post. Did what you did, and was able to activate Jetpack 6.9 successfully.

@andrewarthurdawson Maybe you could try the same. You would need access to your site’s SFTP.

@jeherve Maybe the issue was not entirely attributable to server resources?

• This reply was modified 5 years, 10 months ago by jayceezay.

@jayceezay are you using Godaddy and how do you access SFTP? I am really not a knowledgeable user and simply know how to login into my wp-admin and point and click stuff. Would you be able to provide really simple steps for me on how to do this?

@jeherve and I agree that maybe this wasn’t entirely attributable to resources if multiple users are dealing with this? That’s wjy I’m trying to figure out what hosting platforms people are using. If not everyone is GoDaddy in their Managed WordPress environment then maybe Jetpack is creating an issue now with its size and own server?

@andrewarthurdawson I am on iPage, but I think it is like Godaddy. None of my settings were affected. I think that the settings are in a database so deleting and reinstalling Jetpack does not affect the settings.

When I login to the iPage Control Panel there is an icon with the name FileManager. I used that function to delete the two directories and one file. It may be that Godaddy uses similar control panel software.

I found this post that said if you are using Managed WordPress on Godaddy then you don’t have the control panel:

https://www.godaddy.com/community/cPanel-Hosting/Where-to-find-File-Manager-in-cPanel-Hosting/td-p/107498

I am not sure what “Managed WordPress” means in this context. I would keep pushing Godaddy to help you since you are paying them. But, that is just my opinion.

Bobby

@bobbydurrettdba Yes, you are correct I don’t have access to that area, the control panel that is. Under Managed WordPress it’s users are only able to access the wp-admin dashboard. goDaddy tells me it’s an issue with Jetpack. Jetpack tells me it’s an issue with godaddy. Neither seems to want to fix this resource issue. Yet, I don’t have this problem with any other plugin EVER. And with this latest update affecting you on another platform and having to go behind the scenes to fix it, doesn’t that suggest that maybe Jetpack is the resource issue and not our hosting providers? So, with that being said, I don’t know what to do now since I can’t access FTP and Jetpack thus far hasn’t given me any other option seems willing to fix why this is so resource heavy every time I update.

Just curious, when you normally update Jetpack, does it normally put you into a maintenance mode with a black message saying so? I used to be able to update Jetpack right from the plugin page and it would automatically just finish with me in the dashboard. Now I get locked out until it completes and in this last case permanently locked out forcing me to have to get GoDaddy to restore my site to a previous day.

I really don’t know what to do and could use some help here? I’m sorry I don’t understand much of this. I only use Jetpack for their email subscription and for meta data at this point and would like to continue using them because it’s so easy but with this latest update problem, I really am dead in the water and can’t flock the update button with hosing my site up. ??

@andrewarthurdawson I don’t know for sure how to help you, but I suggested that you work with Godaddy instead of Jetpack because you are paying Godaddy for a service and you are not paying Jetpack or WordPress anything. It’s just my opinion but I would not take no for an answer from Godaddy. There are multiple ways to escalate an issue with a technology company that is not helping you. You can ask for your support case to be escalated to a manager. You can call the corporate headquarters and ask to speak to an executive to complain about their service. You can write or email the president of the company to complain. Lastly, you can complain about your situation on public forums. I have done all of these things with success.

I have seen resource limits on my iPage account cause issues with my WordPress site. iPage recently bumped up my memory limits to 256 megabytes. I found it surprising that I was limited to that little but I guess that is how it goes with these low cost hosting plans. So, I think that the comment from @jeherve about limited resources is plausible, based on my own experience.

Bobby