A fatal error occurred - can't access matomo

Support & Bugs
1

hello,
today, after not connecting for few days, I can’t login to my statistic for a error. This is the message:

# A fatal error occurred

Please contact the system administrator, or login to Matomo to learn more.

If you are Super User, but cannot login because of this error, you can still troubleshoot further. Follow these steps:

  1. open the config/config.ini.php file and look for the salt value under [General] .
  2. edit this current URL you are viewing and add the following text (replacing salt_value_from_config by the salt value from the config file):

index.php?i_am_super_user=salt_value_from_config&....

I tried to follow the instruction, but I think is not compatible with what is inside my file config.ini.php, as you can see:

; <?php exit; ?> DO NOT REMOVE THIS LINE
; file automatically generated or modified by Matomo; you can manually override the default values in global.ini.php by redefining them in this file.
[database]
host = "sql.autofficineinslovenia.eu"
username = "REMOVED"
password = "REMOVED"
dbname = "REMOVED"
tables_prefix = "piwik_"

[General]
salt = "THIS_IS_THE_SECRET_SALT"
trusted_hosts[] = "www.autofficineinslovenia.eu"

[PluginsInstalled]
PluginsInstalled[] = "Login"
PluginsInstalled[] = "CoreAdminHome"
PluginsInstalled[] = "UsersManager"
PluginsInstalled[] = "SitesManager"
PluginsInstalled[] = "Installation"
PluginsInstalled[] = "CorePluginsAdmin"
PluginsInstalled[] = "CoreHome"
PluginsInstalled[] = "CoreVisualizations"
PluginsInstalled[] = "Proxy"
PluginsInstalled[] = "API"
PluginsInstalled[] = "ExamplePlugin"
PluginsInstalled[] = "Widgetize"
PluginsInstalled[] = "Transitions"
PluginsInstalled[] = "LanguagesManager"
PluginsInstalled[] = "Actions"
PluginsInstalled[] = "Dashboard"
PluginsInstalled[] = "MultiSites"
PluginsInstalled[] = "Referrers"
PluginsInstalled[] = "UserLanguage"
PluginsInstalled[] = "DevicesDetection"
PluginsInstalled[] = "Goals"
PluginsInstalled[] = "Ecommerce"
PluginsInstalled[] = "SEO"
PluginsInstalled[] = "Events"
PluginsInstalled[] = "UserCountry"
PluginsInstalled[] = "VisitsSummary"
PluginsInstalled[] = "VisitFrequency"
PluginsInstalled[] = "VisitTime"
PluginsInstalled[] = "VisitorInterest"
PluginsInstalled[] = "ExampleAPI"
PluginsInstalled[] = "ExampleRssWidget"
PluginsInstalled[] = "Provider"
PluginsInstalled[] = "Feedback"
PluginsInstalled[] = "Monolog"
PluginsInstalled[] = "CoreUpdater"
PluginsInstalled[] = "CoreConsole"
PluginsInstalled[] = "ScheduledReports"
PluginsInstalled[] = "UserCountryMap"
PluginsInstalled[] = "Live"
PluginsInstalled[] = "CustomVariables"
PluginsInstalled[] = "PrivacyManager"
PluginsInstalled[] = "ImageGraph"
PluginsInstalled[] = "Annotations"
PluginsInstalled[] = "MobileMessaging"
PluginsInstalled[] = "Overlay"
PluginsInstalled[] = "SegmentEditor"
PluginsInstalled[] = "Insights"
PluginsInstalled[] = "Morpheus"
PluginsInstalled[] = "Contents"
PluginsInstalled[] = "BulkTracking"
PluginsInstalled[] = "Resolution"
PluginsInstalled[] = "DevicePlugins"
PluginsInstalled[] = "Diagnostics"
PluginsInstalled[] = "WebsiteMeasurable"
PluginsInstalled[] = "Intl"
PluginsInstalled[] = "Heartbeat"
PluginsInstalled[] = "ProfessionalServices"
PluginsInstalled[] = "UserId"
PluginsInstalled[] = "CustomPiwikJs"
PluginsInstalled[] = "RssWidget"
PluginsInstalled[] = "Marketplace"
PluginsInstalled[] = "IntranetMeasurable"
PluginsInstalled[] = "GeoIp2"

Can you please help me?

2

I took a dive into your instance because you posted the salt here together with the URL of your Matomo, you should never do that. I already contacted a mod to completely remove the salt from your post.

However I was able to pin down the problem:

 The following error just broke Matomo (v3.7.0):

Cannot access private property Piwik\Plugins\ScheduledReports\Model::$rawPrefix

in

/path_to_htdocs/piwik/core/Updates/3.7.0-b1.php line 32

This seems like a cache problem to me, so please start with removing everything inside the tmp directory in your Matomo folder and than restart the webserver.

If this does not solve the issue, report back :slight_smile:

3 Likes
3

hi Fabian,
thank you for the help, I did not know that salt is a secret key. So I am so glad that you made a call to moderator to let it hide.
I will check it now if the issue can be solve it.

4

hello, I did all what you suggested except the restart of webserver (because is a shared hosting) but only a ripristinate of the webspace. Until now nothing changed :disappointed_relieved:

Any other suggestion?

5

The webserver restart is the important part of this.

But ok, you can try one more thing, do a manual 3 step upgrade:

  1. Save your config.ini.php
  2. Delete (or move) your current Matomo folder
  3. Upload a fresh copy of it and put saved config in it
1 Like
6

thank you much !!! it worked !!! :star_struck:
even statistics were not lost during these days!

thank you again and have a funny holidays!

1 Like
7

A few years later and this worked for me. May be old but still relevant.