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Piwik stopped tracking after update to 3.0.0 #11059

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ModemMisuser opened this issue Dec 21, 2016 · 32 comments
Closed

Piwik stopped tracking after update to 3.0.0 #11059

ModemMisuser opened this issue Dec 21, 2016 · 32 comments
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answered For when a question was asked and we referred to forum or answered it. Waiting for user feedback Indicates the Matomo team is waiting for feedback from the author or other users.

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@ModemMisuser
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As title says, my Piwik installation simply stopped tracking after update to 3.0.0. I've been running for 5+ years...never had this problem with an update before.

@tirami5u
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tirami5u commented Dec 21, 2016

I have the same issue but saw, that not the whole tracking stopped but the graph of daily visitors, visitor summary and so on. I only get a flat line. The User log still works and shows new visitors. So I hope not all data gets lost and a bugfix release can restore the lost information in the mean time.
piwik-flatline

@ModemMisuser
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Not on my installation. Everything is dead. No tracking at all.

@tirami5u
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I have to correct myself - I checked it again and do not see any user activity any more.

@RMastop
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RMastop commented Dec 21, 2016

anyting mentioned in logfiles, that might help debugging these cases?

@ModemMisuser
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I am on commercial hosting and therefore don't have access to logs.

@RMastop
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RMastop commented Dec 21, 2016

please request the logfiles for your site. it might help you and others.

@RMastop
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RMastop commented Dec 21, 2016

together with the logfiles provide environment details, php version, OS version, MySQL version, etc.

@ModemMisuser
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I can try but the chances are between "not going to happen" and "never f'ing going to happen, now go away" that I'll be able to get access.

@ModemMisuser
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Piwik version: 3.0.0
MySQL version: 5.6.31
PHP version: 5.6.27

OS:
FreeBSD xxxxx.pair.com 8.2-STABLE FreeBSD 8.2-STABLE #0: Tue May 31 14:36:14 EDT 2016 xxxxx@xxxxx.pair.com:/usr/obj/usr/src/sys/82PAIRx-AMD64 amd64

@tirami5u
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tirami5u commented Dec 21, 2016

I have some logs, find them as attached - but this is all I got from 2016! Piwik worked without any problem until 3.0.0.

System Check has only one warning - even if LOAD DATA INFILE is on for the database user:

LOAD DATA INFILE
Die Benutzung von LOAD DATA INFILE erhöht die Geschwindigkeit des Piwik Archivierungsprozesses erheblich. Um dies für Piwik verfügbar zu machen setzen Sie bitte eine neuere PHP & MySQL Software ein und stellen Sie sicher, dass der gewählte Datenbankbenutzer das FILE Recht besitzt.
Falls Ihr Piwik Server Websites mit erhöhtem Verkehrsaufkommen (z.B.: > 100.000 Seiten pro Monat) verarbeiten muss empfehlen wir dieses Problem zu beheben.

System:
CentOS 6.8 (Final)‬
PHP 7.0.14 (checked 5.6.x aswell, same result)
MySQL 5.1.73
Using HTTPS

logs.txt

@RMastop
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RMastop commented Dec 21, 2016

What about the piwik/tmp/logs/ logfiles?
do you have access to these?

Did you try to clean up the cache files after the upgrade (piwik/tmp/cache)?

@ModemMisuser
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piwik/tmp/logs/ is empty. (Just index.htm and php).

I cannot clean up the cache files, as they are owned by the webserver process (nobody/users on FreeBSD), so I can't perform any operations on them via an SSH session. (I hate this, but it's how webservers run nowadays, for security.)

@tirami5u
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This log directory is empty. Cache is cleaned. No change.

tmp-logs

@ModemMisuser
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Also - it's likely all 3 of the issues I've reported are related. Could you take a look at the other two? (They should be listed right near this one, as there isn't much activity here.)

@tsteur
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tsteur commented Dec 21, 2016

Can maybe someone have a look at the console in the browser developer tools? Is there maybe an error? From which Piwik version did you all update?

@ModemMisuser
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I can't recall what version I updated from. I was behind probably one minor release. So probably I was on 2.17.0.

What "browser developer tools?"

@mattab
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mattab commented Dec 21, 2016

Are you using any "Third party plugins" not created by "piwik? ? if so try to disable them.

If that does not work for sure you can find the problem by debugging the tracker as documented here: http://developer.piwik.org/api-reference/tracking-api#debugging-the-tracker

@ModemMisuser
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No, I'm not using any 3rd party plugins.

I'll have a look at that guide, but if you also see my other open issues, I think you'll see I have a much larger problem. :/

@tsteur
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tsteur commented Dec 21, 2016

Maybe send us a link to your website to hello at piwik.org and we can have a look at the console to see if there is a JavaScript error

@ModemMisuser
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I will do that right now.

I'll also mention that if you'd like, I can give you the info to login to my piwik admin. This problem is maddening. :)

@ModemMisuser
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Note that if you check now you'll find nothing as I just removed the tracking code. Since I can't fix this, I suppose piwik will have to go.

@tsteur
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tsteur commented Dec 22, 2016

Could you maybe temporarily add it again? I'd have a look quickly

@tsteur
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tsteur commented Dec 22, 2016

Noticed it is still there. Tracking integration looks good to me and it did send a tracking request, so it must be something on the server side. We'd need access to the Piwik server and the logs to investigate what happened there.

@necalex
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necalex commented Dec 23, 2016

Same problem, but only if you use filters.

@mattab
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mattab commented Dec 26, 2016

Can you please "Troubleshoot the piwik tracker" as explained here: http://developer.piwik.org/api-reference/tracking-api#debugging-the-tracker

What error message do you see in the output?

@mattab mattab added the Waiting for user feedback Indicates the Matomo team is waiting for feedback from the author or other users. label Dec 26, 2016
@Presskopp
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I have the same issue. I got it working again, and then it stopped again. Because I have many plugins/customizations, I'm unable to recall all the steps I did, but there is no error showing up at all, not in console (Debugging the Tracker), not in logs, everything seems fine, connection to piwik works, but it just stopped showing results. After trying for days now on my own, I'm posting here. If there is anything more I can do, let me know.
piwik_issue

@mattab
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mattab commented Dec 29, 2016

@Presskopp Are you seeing data in the visitor log? if so, data is tracked correctly. Then are you seeing any error in the core:archive cron output ?

@mattab
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mattab commented Jan 2, 2017

see #11059 (comment)

@mattab mattab closed this as completed Jan 2, 2017
@mattab mattab added the answered For when a question was asked and we referred to forum or answered it. label Jan 2, 2017
@tirami5u
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tirami5u commented Jan 3, 2017

Even with Degubbing is on as described, the issue can not be found on my side.
I deactivated all Plugins that did not come with PIWIK Core > No change
I reinstalled PIWIK 3.0.0 > No change
It is really confusing, that tracking seems to work but some reports are all 0 and the visitors line is flat - even if the visitor log on the left seems to record all visitors correctly (see screenshots).

Any further suggestions? Can I rollback to PIWIK 2.x ?

piwiktracking

piwiktracking2

@mattab
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mattab commented Jan 3, 2017

Since you have visitors in your visitor log, your data is being tracked. Likely the problem occurs with the archiving. Please setup auto archiving as per: http://piwik.org/docs/setup-auto-archiving/ and then check any error message that the archiver outputs?

@Presskopp
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I have no visitors (while there sure are some!) and therefore no peaks to see. Tracking code is to find in sourcecode like original, I can do whatever, I can produce no errors. Could be my fault in some way, I just can't detect the cause :( FYI: All is over https.

I ran https://your-server.org/path/to/piwik/misc/cron/archive.php?token_auth=XYZ and it gave my some output, excerpt:

 START
 Starting Piwik reports archiving...
 - no new tracking data for website id 1 since 2017-01-03 20:45:31 UTC (since the last successful archiving)
 Skipped website id 1 as archiving is not needed
 Done archiving!
 ---------------------------
 SUMMARY
 Total visits for today across archived websites: 0
 Archived today's reports for 0 websites
 Archived week/month/year for 0 websites
 Skipped 1 websites
 - 1 skipped because no new visit since the last script execution

@tirami5u
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tirami5u commented Jan 4, 2017

YES! It was simply the wrong PHP version I used to run the cronjob. Seemed it worked prior to PIWIK 3.x but not after updating to 3.x - THANKS - Everything works with PHP 7.x

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