Cannot access admin area / no reports are shown (internal error 500)

[T-Reiter]

Hey matomo support team,

I have installed matomo (4.4.1) via the wordpress plugin. However, I can not see any reports (no data available, only 0's) and cannot access the admin area. Clicking on the admin area or reporting are leads to a "error 500 internal server error".

I have read through the associated FAQ doc (https://matomo.org/faq/wordpress/i-cannot-open-backend-page-how-do-i-troubleshoot-it/) and do have the problem with a red line for matomo browser dev-tools network tab. However there is no way described how to solve this (issue: if the page isn't loading at all). is there any thing I could try fixing this issue?

Best!

This is my system report:

Matomo

• Matomo Plugin Version: 4.4.1
• Config exists and is writable.: Yes ("$ABSPATH/wp-content/uploads/matomo/config/config.ini.php" )
• JS Tracker exists and is writable.: Yes ("$ABSPATH/wp-content/uploads/matomo/matomo.js" )
• Plugin directories: Yes ([{"pluginsPathAbsolute":"$ABSPATH/wp-content/plugins/matomo/plugins","webrootDirRelativeToMatomo":"../"}])
• Tmp directory writable: Yes ($ABSPATH/wp-content/cache/matomo)
• Matomo Version: 4.4.1
• Matomo Blog idSite: 1
• Matomo Install Version: 4.4.1 (Install date: 2021-09-03 12:36:29)
• Upgrades outstanding: No
• Upgrade in progress: No

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 time: 2021-09-03 13:06:23
• Blog time: 2021-09-03 13:06:23 (Below dates are shown in blog timezone)
• Sync users & sites: Next run: 2021-09-04 12:36:28 (23 hours 30 min) ( Last started: 2021-09-03 12:36:32 (-29 min 51s). Last ended: 2021-09-03 12:36:32 (-29 min 51s). Interval: daily)
• Archive: Next run: 2021-09-03 13:36:28 (30 min 5s) ( Last started: 2021-09-03 12:36:32 (-29 min 51s). Last ended: 2021-09-03 12:36:33 (-29 min 50s). Interval: hourly)
• Update GeoIP DB: Next run: 2021-10-03 12:36:28 (29 days 23 hours) ( Last started: 2021-09-03 12:36:33 (-29 min 50s). Last ended: 2021-09-03 12:36:34 (-29 min 49s). Interval: matomo_monthly)

Mandatory checks

• PHP version >= : ok
• PDO extension: ok
• PDO\MYSQL extension: ok
• MYSQLI extension: ok
• Other required extensions: ok
• Required functions: ok
• Required PHP configuration (php.ini): ok
• Directories with write access: ok
• Directories with write access for Tag Manager: ok

Optional checks

• Tracker status: ok
• Memory limit: ok
• Time zone: ok
• Open URL: ok
• PageSpeed disabled: ok
• GD > 2.x + Freetype (graphics): ok
• Other extensions: ok
• Other functions: ok
• Filesystem: ok
• Last Successful Archiving Completion: ok
• Database abilities: ok
• Max Packet Size: ok
• Geolocation: ok
• Update over HTTPS: ok
• Writable JavaScript Tracker ("/matomo.js"): ok
• Supports Async Archiving: No
• Location provider ID: geoip2php
• Location provider available: Yes
• Location provider working: Yes
• Matomo URL: Yes ($site_url/wp-content/plugins/matomo/app)

Matomo Settings

• Track mode: default
• Track codeposition: footer
• Track api endpoint: default
• Track js endpoint: default
• Version history: 4.4.1
• Core version: 4.4.1
• Last tracking settings update: 1630673487
• Last settings update: 1630673487

Logs

• None:

WordPress

• Home URL: $site_url
• Site URL: $site_url
• WordPress Version: 5.8
• 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: $ABSPATH/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: -
• MATOMO_GLOBAL_UPLOAD_DIR: -
• MATOMO_LOGIN_REDIRECT: -
• Permalink Structure: /%postname%
• Possibly uses symlink: No
• Upload base url: $site_url/wp-content/uploads
• Upload base dir: $ABSPATH/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

MU Plugins

• 1&1 Managed WordPress: 1.1.0
• 1&1 Product Subdomain: 1.1.0
• IONOS Assistant: 7.1.0
• IONOS Help: 2.0.2
• IONOS Login: 2.0.3

Plugins

• AddToAny Share Buttons: 1.7.46
• Interactive Geo Maps: 1.4.9
• Matomo Analytics - Ethical Stats. Powerful Insights.: 4.4.1
• Ninja Forms: 3.5.7
• Theme Editor: 2.6
• TranslatePress - Multilingual: 2.1.0
• WordPress Importer: 0.7
• Active Plugins: 7 (add-to-any interactive-geo-maps matomo ninja-forms theme-editor translatepress-multilingual wordpress-importer)
• Theme: twentytwenty (twentytwenty)

Server

• Server Info: Apache
• PHP OS: Linux
• PHP Version: 7.4.23
• PHP SAPI: cgi-fcgi
• PHP Binary Name: php7.4
• PHP Error Reporting: 0 After bootstrap: 0
• PHP Found Binary: php7.4 -q
• Timezone: UTC
• WP timezone: +00:00
• Locale: en_US
• User Locale: en_US
• Memory Limit: 1024M (At least 128MB recommended. Depending on your traffic 256MB or more may be needed.)
• WP Memory Limit: 40M
• WP Max Memory Limit: 1024M
• Timezone version: 2021.1
• Time: 1630674383
• Max Execution Time: 30
• Max Post Size: 128M
• Max Upload Size: 134217728
• Max Input Vars: 1000
• Disabled PHP functions: No
• zlib.output_compression is off: Yes
• Curl Version: 7.64.0, OpenSSL/1.1.1d
• Suhosin installed: No

Database

• MySQL Version: 5.7.33
• Mysqli Connect: Yes
• Force MySQL over Mysqli: No
• DB Prefix: rzz00jka3h
• DB CHARSET: utf8
• DB COLLATE:
• SHOW ERRORS: No
• SUPPRESS ERRORS: No
• Uses Socket: No
• Uses IPv6: No
• Matomo tables found: 46
• DB tables exist: Yes
• Matomo users found: 2
• Matomo sites found: 1
• Required permissions: OK

Browser

• Browser: (Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/92.0.4515.159 Safari/537.36)
• Language: de-de,de,en-us,en

[mattmary]

hi @John-Doe-Doe

Sorry to hear that you encounter some issues with our plugin.

Any chances you have the wordpress debug mode enabled?

You can do it by adding these two lines in your wp-config.php file: define( 'WP_DEBUG', true); define( 'WP_DEBUG_LOG', 'wordpress.log'); when added, could you retry and then share with us the content of the wordpress.log file?

Kind regards

[T-Reiter]

Hi @mattmary,

thanks for your reply:

I have added your lines of code to my wp-config.php and re-activated and set up Matomo.

Unfortunately, there still aren't any Reports for Matomo and I still cannot access the admin or detailed report matomo sites. After doing so the debug.log file read this: [15-Sep-2021 09:31:54 UTC] Matomo: Scheduled tasks uninstall all events [15-Sep-2021 13:58:25 UTC] Matomo: Scheduled tasks uninstall all events [15-Sep-2021 13:58:30 UTC] Matomo: Scheduled tasks sync all sites and users [15-Sep-2021 13:58:30 UTC] Matomo: Matomo is now syncing blogId 1 [15-Sep-2021 13:58:30 UTC] Matomo: Matomo site is known for blog (1)... will update [15-Sep-2021 13:58:30 UTC] Matomo: Matomo will now sync 2 users [15-Sep-2021 13:58:30 UTC] Matomo: Scheduled tasks archive data [15-Sep-2021 13:58:30 UTC] Matomo: Scheduled tasks update geoip database

Although I reproduced the error there is no file called wordpress.log

I hope that helps (although I don't think so...)

Best regards

[mattmary]

hi @John-Doe-Doe

Thanks. nothing relevant yes. Can you post some screenshots of the errors you get?

[T-Reiter]

Hi @mattmary

alright, I already thought so. Of course, there you go:

This is how the Matomo Summary looks like (without any stats):

And this is the error message I get when clicking on Reporting, Tag Manager, or Matomo Admin Items, that should get me to another site.

As I am not sure, what else might be helpful to you, I also include a screenshot of my settings..:

Hope that helps. If you need any more screenshots or specific infos, I am happy to provide them

Best

[mattmary]

Hi @John-Doe-Doe

Can I have the URL of the page where you get the 500 error?

[T-Reiter]

Hi @mattmary ,

of course. This is the URL of the admin area, which produces an error: DOCUMENT_ROOT/wp-content/plugins/matomo/app/index.php?idSite=1 And this of the tag manager: DOCUMENT_ROOT/wp-content/plugins/matomo/app/index.php?idSite=1&period=day&date=yesterday&module=TagManager&action=manageContainers

[mattmary]

Hi @John-Doe-Doe

Thanks. Do you have a phperror log file? If yes, can you post it's content when you get the error.

[T-Reiter]

Hi @mattmary,

unfortunately, I do not have a phperror logfile. Downloading WP Umbrella to monitor php errors directly without using a FTP program did not yield any errors so far as well...

[mattmary]

Hi @John-Doe-Doe

Can you edit the file /wp-content/plugins/matomo/app/index.php to add ini_set('display_errors', 'on') and ask for a second time this page?

[mattmary]

Hi @John-Doe-Doe

do you still encounter this issue?

Regards

Mat

[T-Reiter]

Hi @mattmary ,

unfortunately I still encounter this issue.

best!

[mattmary]

Hi @John-Doe-Doe

Any chance you can edit the file I mentioned above to display the errors?

Regards

[T-Reiter]

Hi @mattmary,

I just realized that I did not answer your request a month ago. Sorry about that...

However, I have added the ini_set(...) to the index.php file and tried accessing the admin area once again. Without any success sadly. Is there any logfile (or similar) where I should find information about the error?

best!

[mattmary]

Hi @T-Reiter

Sorry for this late answer, I missed your reply. Do you still have your error with the latest version of the plugin?

Kind regards

Mat

[mattmary]

Hi @T-Reiter

Without any answer, I close this issue. Feel free to open a new one if you still encounter problems with our latest plugin version. Kind regards

Mat