Error 500 - Internal server error



Wonderful work on piwik.

I have problems with update automatically.
My version is 2.13.1 and also from the previous vertion I could not update automatically, just manually.
I get this error:

Error 500 - Internal server error

An internal server error has occured!
Please try again later.

I have talked to my hosting people and they tried to solve it but with no success. They told me they didn’t find anything in your forum about that and advised me to post the problem here.

Hope there is an easy way of fixing this problem.


(Matthieu Aubry) #2

Hi there,

can you maybe find a more descriptive error in your server error log file?


Where can I find it?
Is it in the piwik instalation somewhere or do I need to contact my hosting company and tell them to give me some log file they have?


Anyone knows where is this log file at?

(Matthieu Aubry) #5

if you ask your webshost they will be able to help with finding the server error log file


Hi Matt,

My hosting person said that it’s here:
So if you meant this then there is no file there.
I also asked them what about the “hosting server log file” and they said that there is just “ip” stuff there and not something that can help.


So Matt, is the problem with piwik server, that it has no log file?
I didn’t find it in the piwik installation directory “/piwik/tmp/logs”.
Will upgrading piwik manually to 2.13.1\2.14.0 fix the log file missing?

(Matthieu Aubry) #8

Ask again your webhost, for the server error log file, it is not in the Piwik path but somewhere else


I have found in the net that I need to enable the error log, so I called and asked them to enalbe it.
They told me to edit the php.ini and add this script

But it didn’t work. :frowning:

I have been able to make something work.
Now I get this error:
I see the piwik logo and a text under it saying “An error occurred”.
And this is what it say:
Mysqli prepare error: MySQL server has gone away

Maybe the problem is with how I’ve installed the piwik? Mysqli or MySQL?


Hi Matt,

So I have found out that I need to change the my.cnf file and I cannot reach it in shared server hosting.
So there is no solution for me (except upgrading to a dedicated server).

Thanks anyway.


Is there a way of solving this problem maybe by dividing the load to a couple steps of updating instead of one so that will be under the limit of the server?


Will this help if you put in the site code, Matt?