Error 500 with Matomo on IONOS hosting

[LaMagiaEstudio]

Hello!

I'm getting a 500 Internal Server Error when I want to check Matomo's statistics, summary, diagnosis.. from wp-admin.

Clicking on any option in the panel "crashes" my whole WordPress website.

The website gets displayed correctly by renaming Matomo's folder via FTP, or just waiting for a few minutes and refreshing the page a few times.

I might not be the only one with this issues, as I read in this topic: https://forum.matomo.org/t/internal-server-error-ionos/50358

WordPress versión 6.1.1
Tema activo: Hello Elementor (versión 2.7.1)
Plugin actual: MailPoet (versión 4.10.0)
PHP versión 8.0.28

Thanks!

Cinthya

[lance-matomo]

Hi Cinthya,

I'm sorry to hear that you are having an issue with our plugin.
To help me find out what the cause is could you please provide me with the output of your php error log after this error has occurred if possible.

Thanks,
Lance

[LaMagiaEstudio]

Hello:

Thanks for the fast reply. Where can I find the error log?

Thanks,

Cinthya

[lance-matomo]

Hi Cinthya,

Here is some info I found to do this on IONOS hosting:
https://www.ionos.com/help/hosting/troubleshooting-for-php/enabling-error-logs/

It is what is being added to that php-errors.log file when the error occurs that we are after.

Thanks,
Lance

[Deku86]

Hello!
Unfortuneatly i have the same problem on some client websites, which are hosted on IONOS. WordPress and the plugin are up to date, PHP version is 8.1.17. I get the following error:

PHP Fatal error:  Uncaught Error: Class "DI\NotFoundException" not found in /homepages/45/d769056486/htdocs/www/wp-content/plugins/matomo/app/vendor/php-di/php-di/src/Container.php:136
Stack trace:
#0 /homepages/45/d769056486/htdocs/www/wp-content/plugins/matomo/app/core/Container/StaticContainer.php(81): DI\Container->get()
#1 /homepages/45/d769056486/htdocs/www/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php(1351): Piwik\Container\StaticContainer::get()
#2 /homepages/45/d769056486/htdocs/www/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php(277): WpMatomo\Admin\SystemReport->get_browser_info()
#3 /homepages/45/d769056486/htdocs/www/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php(288): WpMatomo\Admin\SystemReport->get_error_tables()
#4 /homepages/45/d769056486/htdocs/www/wp-content/plugins/matomo/classes/WpMatomo/Admin/Menu.php(183): WpMatomo\Admin\SystemReport->errors_present()
#5 /homepages/45/d769056486/htdocs/www/wp-includes/class-wp-hook.php(308): WpMatomo\Admin\Menu->add_menu()
#6 /homepages/45/d769056486/htdocs/www/wp-includes/class-wp-hook.php(332): WP_Hook->apply_filters()
#7 /homepages/45/d769056486/htdocs/www/wp-includes/plugin.php(517): WP_Hook->do_action()
#8 /homepages/45/d769056486/htdocs/www/wp-admin/includes/menu.php(155): do_action()
#9 /homepages/45/d769056486/htdocs/www/wp-admin/menu.php(420): require_once('/homepages/45/d...')
#10 /homepages/45/d769056486/htdocs/www/wp-admin/admin.php(158): require('/homepages/45/d...')
#11 {main}
  thrown in /homepages/45/d769056486/htdocs/www/wp-content/plugins/matomo/app/vendor/php-di/php-di/src/Container.php on line 136

Any help would be appreciated, thank you very much!

Greetings,
Denny

[LaMagiaEstudio]

Hello!

Here's my error log too:

Warning: include(): Failed opening '/homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/app/vendor/composer/../../core/Profiler.php' for inclusion (include_path='/homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/app/vendor/pear/pear_exception:/homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/app/vendor/pear/console_getopt:/homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/app/vendor/pear/pear-core-minimal/src:/homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/app/vendor/pear/archive_tar:.:/usr/lib/php8.0') in /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/code-snippets/vendor/composer/ClassLoader.php on line 571

Warning: include(/homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/app/vendor/composer/../../core/Profiler.php): Failed to open stream: No existe el fichero o el directorio in /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/code-snippets/vendor/composer/ClassLoader.php on line 571

PHP Fatal error: Uncaught Error: Class "DI\NotFoundException" not found in /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/app/vendor/php-di/php-di/src/Container.php:136
Stack trace:
#0 /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/app/core/Container/StaticContainer.php(81): DI\Container->get()
#1 /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php(1351): Piwik\Container\StaticContainer::get()
#2 /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php(277): WpMatomo\Admin\SystemReport->get_browser_info()
#3 /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/classes/WpMatomo/Admin/SystemReport.php(288): WpMatomo\Admin\SystemReport->get_error_tables()
#4 /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/classes/WpMatomo/Admin/Menu.php(183): WpMatomo\Admin\SystemReport->errors_present()
#5 /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-includes/class-wp-hook.php(308): WpMatomo\Admin\Menu->add_menu()
#6 /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-includes/class-wp-hook.php(332): WP_Hook->apply_filters()
#7 /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-includes/plugin.php(517): WP_Hook->do_action()
#8 /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-admin/includes/menu.php(155): do_action()
#9 /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-admin/menu.php(420): require_once('/homepages/34/d...')
#10 /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-admin/admin.php(158): require('/homepages/34/d...')
#11 {main}
thrown in /homepages/34/d904387805/htdocs/clickandbuilds/PLATAFORMAMENTOR/wp-content/plugins/matomo/app/vendor/php-di/php-di/src/Container.php on line 136

Thanks in advance!

Cinthya

[LaMagiaEstudio]

(Sorry, I closed the topic by mistake)

[mattmary]

Other issue with IONOS hosting: #784

[mattmary]

Hello @Deku86 @LaMagiaEstudio

We also have another user who has issues with this hosting provider.
In his system report, we can see that there are some installed plugins by default by your hosting provider. One of these plugins seems to be in conflict with our plugin. Could you run also the following command I asked in this post?
#784 (comment)

Kind regards

Mat

[rkmpa]

@mattmary I just saw the two IONOS related tickets throwing various 500s.

I personally ran into a similar issue despite different error log and slightly different setups but also with IONOS. I am happy to open a different ticket but thought it might be related so posting it here first.

Setup

Wordpress version: 6.2
Active theme: Zerif Lite
PHP version: 8.1.18
Installed Matomo plugin version: 4.14.2

After activating the plugin I get the following stack trace:

Fehler-Details
==============
Ein Fehler vom Typ E_ERROR wurde in der Zeile 36 der Datei /homepages/22/d277083681/htdocs/clickandbuilds/website/wp-content/plugins/matomo/shared.php verursacht. Fehlermeldung: Uncaught Error: Failed opening required '/homepages/22/d277083681/htdocs/clickandbuilds/website/wp-content/plugins/matomo/classes/WpMatomo/Updater.php' (include_path='.:/usr/lib/php8.1') in /homepages/22/d277083681/htdocs/clickandbuilds/website/wp-content/plugins/matomo/shared.php:36
Stack trace:
#0 /homepages/22/d277083681/htdocs/clickandbuilds/website/wp-content/plugins/matomo/classes/WpMatomo.php(225): matomo_plugin_autoloader()
#1 /homepages/22/d277083681/htdocs/clickandbuilds/website/wp-includes/class-wp-hook.php(308): WpMatomo->init_plugin()
#2 /homepages/22/d277083681/htdocs/clickandbuilds/website/wp-includes/class-wp-hook.php(332): WP_Hook->apply_filters()
#3 /homepages/22/d277083681/htdocs/clickandbuilds/website/wp-includes/plugin.php(517): WP_Hook->do_action()
#4 /homepages/22/d277083681/htdocs/clickandbuilds/website/wp-settings.php(623): do_action()
#5 /homepages/22/d277083681/htdocs/clickandbuilds/website/wp-config.php(88): require_once('/homepages/22/d...')
#6 /homepages/22/d277083681/htdocs/clickandbuilds/website/wp-load.php(50): require_once('/homepages/22/d...')
#7 /homepages/22/d277083681/htdocs/clickandbuilds/website/wp-admin/admin.php(34): require_once('/homepages/22/d...')
#8 {main}
  thrown

Running the find command you specified in the other ticket did not return any lines. I have SSH access to the webserver, so feel free to respond if you want me to open a new ticket or return further diagnostics.

[mattmary]

Hello @rkmpa

Sorry to hear you encounter some issues too.
Unfortunately, it seems this is another problem: could you create another issue?

In the meantime, if the following command returns nothing,
` find wp-content/plugins/matomo -type f -name Updater.php',
could you reinstall the plugin, please?
If the file exists, you may have permissions problems. Running the following commands may solve the problem:

find wp-content/plugins/matomo -type f -exec chmod 0660 {} \;
find wp-content/plugins/matomo -type d -exec chmod 0770 {} \;
find wp-content/plugins/matomo -type f -name console -exec chmod 0770 {} \;

Kind regards

Matthieu