Plugin Disappears

  • Resolved bueroblanko

    (@bueroblanko)


    3 years, 2 months ago

    Hey Guys,

    i have the same issue as joomstef!

    From time to time matomo plugin disappears completely from the backend and no tracking is working.

    The last time this happens (July 2021) the plugin files on ftp server were still there, only the plugin wasn’t visible in the backend and the data of tracking was missing.

    This time (this week) the complete folder “matomo” on the ftp server is empty.

    Im using the newest WP Version (WordPress 5.8.1) and Divi Theme. My hoster is OVH.de.

    Also i run the same setup (wp/divi/matomo) on other sites which are running without any problem. Only this site has this issue.

    Is there anything i can do to avoid that issue? My client has no analytic data now, which is a big problem!

    I uploaded the plugin files again and activated that safe mode.
    Here you can find the system report. Hope this helps to find a quick solution:

    # Matomo

* Matomo-Plugin-Version: 4.4.2
* Config existiert und ist schreibbar.: Ja ("$abs_path/wp-content/uploads/matomo/config/config.ini.php" )
* JS Tracker existiert und ist schreibbar.: Ja ("$abs_path/wp-content/uploads/matomo/matomo.js" )
* Plugin-Verzeichnisse: Yes ([{"pluginsPathAbsolute":"$abs_path\/wp-content\/plugins\/matomo\/plugins","webrootDirRelativeToMatomo":"..\/"}])
* Tmp-Verzeichnis schreibbar: Yes ($abs_path/wp-content/cache/matomo)
* Matomo Blog idSite: 1
* Installierte Matomo-Version: 4.0.4 (Install date: 2021-04-14 23:57:57)

## 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

* Server-Zeit: 2021-09-10 12:06:13
* Blog-Zeit: 2021-09-10 14:06:13 (Die nachfolgenden Daten werden in der Blog-Zeitzone angezeigt)
* Sync users & sites: Next run: 2021-09-11 00:54:15 ( Last started: 2021-09-07 00:54:43. Last ended: 2021-09-07 00:54:43. Interval: daily)
* Archive: Next run: 2021-09-10 14:54:15 ( Last started: 2021-09-10 13:54:16. Last ended: 2021-09-10 13:54:45. Interval: hourly)
* Update GeoIP DB: Next run: 2021-10-01 00:54:15 ( Last started: 2021-09-01 00:54:22. Last ended: 2021-09-01 00:54:25. Interval: matomo_monthly)

## Matomo Settings

* Track mode: default
* Track codeposition: footer
* Track api endpoint: default
* Track js endpoint: default
* Version history: 4.4.2, 4.4.1, 4.3.0, 4.2.0, 4.0.4
* Core version: 4.4.1
* Last tracking settings update: 1631275095
* Last settings update: 1631275095
* Show get started page: 0

## Logs

* Keine: 

# WordPress

* Home URL: $site_url
* Site URL: $site_url
* WordPress Version: 5.8.1
* Number of blogs: 1
* Multisite Enabled: No
* Network Enabled: No
* WP_DEBUG: No
* WP_DEBUG_DISPLAY: Yes
* WP_DEBUG_LOG: No
* DISABLE_WP_CRON: -
* FORCE_SSL_ADMIN: Yes
* WP_CACHE: No
* 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: -
* MATOMO_TRIGGER_BROWSER_ARCHIVING: -
* MATOMO_ENABLE_TAG_MANAGER: -
* MATOMO_SUPPRESS_DB_ERRORS: -
* MATOMO_ENABLE_AUTO_UPGRADE: -
* MATOMO_DEBUG: -
* MATOMO_SAFE_MODE: Yes
* 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/2021/09
* Custom upload_path: 
* Custom upload_url_path: 
* Compatible content directory: Yes

# WordPress Plugins

* Divi Supreme Pro: 4.7.33
* DP Divi DSGVO: 1.3.13
* Envato Elements: 2.0.9
* eRecht24 legal texts for WordPress: 3.1.3
* Matomo Analytics - Ethical Stats. Powerful Insights.: 4.4.2
* Really Simple SSL: 5.1.0
* Simple Custom CSS and JS: 3.37
* SmartCrawl Pro: 2.13.0 (Network enabled)
* Supreme Modules Lite - Divi Theme, Extra Theme and Divi Builder: 2.4.0
* WPMU DEV Dashboard: 4.11.3 (Network enabled)
* Active Plugins: 10 (custom-css-js dp-divi-dsgvo envato-elements erecht24-1- matomo really-simple-ssl supreme-modules-for-divi supreme-modules-pro-for-divi wpmu-dev-seo wpmudev-updates)
* Theme: Divi (bueroblanko)

# Server

* Server Info: Apache
* PHP OS: Linux
* PHP Version: 7.4.21
* PHP SAPI: fpm-fcgi
* PHP Binary Name: php-fpm
* PHP Error Reporting: 0 After bootstrap: 0
* Timezone: UTC
* WP timezone: Europe/Berlin
* Locale: de_DE
* User Locale: de_DE
* Memory Limit: 512M (At least 128MB recommended. Depending on your traffic 256MB or more may be needed.)
* WP Memory Limit: 40M
* WP Max Memory Limit: 512M
* Timezone version: 2021.1
* Time: 1631275573
* Max Execution Time: 165
* Max Post Size: 130M
* Max Upload Size: 134217728
* Max Input Vars: 16000
* Disabled PHP functions: Yes (_dyuweyrj4,_dyuweyrj4r,dl)
* zlib.output_compression is off: Yes
* Curl Version: 7.64.0, OpenSSL/1.1.1d
* Suhosin installed: No

# Database

* MySQL Version: 5.6.50
* Mysqli Connect: Yes
* Force MySQL over Mysqli: No
* DB Prefix: wp_
* DB CHARSET: utf8mb4
* DB COLLATE: 
* SHOW ERRORS: No
* SUPPRESS ERRORS: No
* Uses Socket: No
* Uses IPv6: No
* Matomo tables found: 122
* DB tables exist: Yes
* Matomo users found: 2
* Matomo sites found: 1
* Erforderliche Berechtigungen: OK

# Browser

* Browser:  (Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/93.0.4577.63 Safari/537.36)

    Thanks in advance

    BR
    Phil

    The page I need help with: [log in to see the link]

Viewing 15 replies - 1 through 15 (of 18 total)

  • hi @bueroblanko

    Your system report does not show anything which could lead to this situation.

    Maybe you have an incompatible plugin.I can’t reproduce as you have paid plugins. Can you try to disable on plugin at the time and check if you get matomo back?

    Kind regards

    Mat

    Thread Starter bueroblanko

    (@bueroblanko)

    Hey @mattmary

    thank you for your reply.

    I already did a plugin conflict test without success. I also use the same plugins on other installations with matomo without problems.

    So maybe it could be server related? Does the other user on the support forum has same server specification as I have?

    This is the second time this happend, first time was in July, you can see it in the statistic here:
    https://www.dropbox.com/s/mbhh30p2fi18smf/Screenshot%202021-09-13%20at%2000.03.24.png?dl=0

    Maybe you can have a look at my server logs?

    https://logs.cluster026.hosting.ovh.net/zukunfx.cluster026.hosting.ovh.net/
    user: devsupport
    pass: Vj3KNWVRqES

    Thanks in advance

    BR

    hi @bueroblanko

    You should update the password of the account you shared with me: your log files contains sensitive information and should not be post publicly.
    If you want to share with use this kind of information, please email us at [email protected].

    I can’t see anything which could explain your problem. I can see when your problem started, but not the origin.
    Since you uploaded back the module, does it work?
    Kind regards

    Mat

    Thread Starter bueroblanko

    (@bueroblanko)

    Hey @mattmary

    Thanks for your answer. The access is already deleted now.

    It works after uploading the plugin files again, but I did the same a week ago, and it happened again, so I’m pretty sure this won’t be the last time. Is there any kind of error-log included in your plugin I can activate to track the next issue?

    Thanks in advance

    BR

    hi @bueroblanko ,

    yes, you can add in your wp-config.php file the following lines:

    define ( "WP_DEBUG", true);
define ( "WP_DEBUG_LOG", true);
define ( "MATOMO_DEBUG", true);

    It will generate the Matomo debug content into the wordpress debug file.

    Thread Starter bueroblanko

    (@bueroblanko)

    `Hey @mattmary ,

    ok, so I added the lines to the wp-config.php to have deeper insights at the next crash. For my client to be sure to have analytical data without any gap, I also activated Google Analytics now. Isn’t it possible to run matomo and ga at the same time?

    Matomo is still active but doesn’t track any user. What could be the problem?

    Thanks in advance
    BR
    Phil

    Thread Starter bueroblanko

    (@bueroblanko)

    Additional Info:
    Now Matomo also disappeared on a second wp-installation of another client. Seems to be a global issue…

    hi @bueroblanko

    you can use ga and matomo at the same time.
    many reasons can explain why you do have any data. please refer to this faq
    https://matomo.org/faq/troubleshooting/faq_58/

    for your second user, is it the same hosting? the same plugins list used?

    Kind regards

    Mat

    Hi @bueroblanko

    Any chances you read my previous comment?
    Do you still experimenting some issues?

    Kind regards

    Hi @bueroblanko

    Without any answer I close this topic.
    If you need any further help please open a new one.

    Regards

    Mat

    Thread Starter bueroblanko

    (@bueroblanko)

    Hey @mattmary,

    sorry that i didnt reply. I was waiting for the error to happen again. Now it did. Matomo dissappeard from the backend again and all files except the “app” folder are gone from my ftp server. This is the third time this happens here, so what can i do? matomo debug log was active but i guess also that file isnt located in the “app”-folder, right?

    thanks in advance..

    BR

    mattmary

    (@mattmary)

    Hi @bueroblanko

    It’s very strange… Which version of the plugin do you use? 4.5.0?

    Kind regards

    Mat

    mattmary

    (@mattmary)

    Hi @bueroblanko

    Can you check the differences with the others servers which does not have the problem? Checking if there is some differences in the plugins list for example?

    Is it the only plugin which disappears or some others disappears too?

    The next time you have matomo installed, can you share with us the system report available from Matomo Analytics > Diagnostics?

    Kind regards

    Mat

    Thread Starter bueroblanko

    (@bueroblanko)

    Hey Mat,

    thanks for your reply!

    I think I could figure out something. Usually I am working with an automated update workflow, so I don’t recognize when updates have been done.
    While I’m handling with this problem here on two of my sites, I deactivated the auto-updates on one of these.

    On the auto-updated website, Matomo disappeared. On the website with the outstanding update, Matomo was still working. I just ran the update manually, and it happened the same, but now I saw the error:

    https://www.dropbox.com/s/0o2m5fhc7o1bvd2/Screenshot%202021-11-04%20at%2000.20.20.png?dl=0

    https://www.dropbox.com/s/6ltlhjanz2mtfez/Screenshot%202021-11-04%20at%2000.21.11.png?dl=0

    So it seems the files were deleted while updating, doesn’t it?

    I have a full backup of the site before the update, so if this helps to investigate the issue, please tell me what you need.

    Thanks in advance

    BR

    mattmary

    (@mattmary)

    Hi @bueroblanko

    I don’t have the details on how wordpress realize the plugins upgrades but yes I guess it uninstalls the previous plugin before installing the new one.
    Looks like you have a file permissions issue. Can you check that your webserver user is able to read and write the content of the wp-content/plugins/matomo folder?

    Kind regards

    Mat

Viewing 15 replies - 1 through 15 (of 18 total)
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