Matomo shows blank screens only

Hi @allesbeta,

When you upgrade Matomo to the latest version, it sometimes happen that Matomo stops working — especially when the User Interface is not working (blank white page, widgets not loading, error message, etc.).

There are a few things to check that will most likely resolve the User Interface issue you are having:

• 1) Delete your browser cache or try to access your Matomo with a different browser. If it still does not work…
• 2) Delete all files in piwik/tmp/*. After deleting the files and directories, refresh the page. If it still does not work…
• 3) Activate the display of PHP errors in your web server configuration. This may turn your white page into a useful error message page.
• 4) Check your web server error logs. Maybe your error log will contain an explanation for the problem. If the log file has no Matomo related error…

If this does not help, please provide us the output of your system check: https://matomo.org/faq/wordpress/how-do-i-find-and-copy-the-system-report-in-matomo-for-wordpress/

Hi Varun,

thanks a lot for your quick response.

1.) I access Matomo via 2 PCs, 2 laptops and 2 smartphones using about 4 different browsers. The result is the same on all devices: blank screens.

2.) Unfortunately I don’t find the folder piwik/tmp/* on my webserver. So I can’t delete anything.

3.) I have no idea about the web server configuration. Actually, I don’t think, I have access to it. It’s not MY server.

4.) If I click on diagnostics in the WP Matomo menu I don’t get anything but a blank screen.

So I am still clueless but hopeful. ??

Any other suggestions? Thank you!

Hi @allesbeta as we have limited visibility to your infrastructure its hard to determine what this could be caused by. Are you able to request any Server Error Logs from your hosting provider?

Hi Varun,

thanks for your ongoing support. I have got the Server Error Log for some days. Now, how can I send it to you?

Hi @allesbeta you can post it on here for us to review OR you can send it directly to [email protected]

You can add this forum post link in the email for reference.

Hello @allesbeta. I have replied to the email you sent us. Please let us know if you have further questions.

Hi @allesbeta as it has been 3 weeks I’m assuming this has been resolved. If there’s still an issue feel free to comment and we’re happy to follow up.