Matomo not tracking website traffic

Support & Bugs
1

Hey there,

We are experiencing an issue with no website data coming through to the Matomo dashboard. We have 50 websites configured and no data is tracking for any of them.

It feels link this issue may have started when we updated to Matomo v5.2.2 but I can’t confirm this.

We are also seeing an error but I don’t know whether this is related.

Oops… there was a problem during the request. Maybe the server had a temporary issue, or maybe you requested a report with too much data. Please try again.

I have seen the same error in other forum posts but no solutions resolved this for us.

Stack:
Ubuntu 22.04
OpenLightSpeed 1.8.2
MariaDB 10.6.20
PHP 8.3
Matomo 5.2.2

Any help will be much appreciated.

Thanks

2

My guess is your PHP process runs out of memory because of a large database. In this case increasing the memory_limit would help.

But to really diagnose the issue you need to check the error_log of your webserver which should contain the details of your issue.

3

Hi @progger thanks for your response.

I have upped the max_execution_time from 360 to 720 and am seeing the error still. There are also no errors showing in the web server log.

Also, in the settings dashboard the Tracking Failures widget is showing no tracking failures and the archiving process is completing successfully.

Everything in the system check looks good so I’m at a bit of a loss…

<details>
<summary>Click to view System Check</summary>

### Mandatory checks

#### PHP version >= 7.2.5:
 ✔ 8.3.16

#### PDO extension:
 ✔ 

#### PDO\MYSQL extension:
 ✔ 

#### MYSQLI extension:
 ✔ 

#### Other required extensions:
 ✔ zlib ✔ json ✔ filter ✔ hash ✔ session

#### Required functions:
 ✔ debug_backtrace ✔ eval ✔ hash ✔ gzcompress ✔ gzuncompress ✔ pack

#### Required PHP configuration (php.ini):
 ✔ session.auto_start = 0 ✔ max_execution_time = 0 OR = -1 OR >= 30

#### Directories with write access:
 ✔ $DOC_ROOT/tmp ✔ $DOC_ROOT/tmp/assets ✔ $DOC_ROOT/tmp/cache ✔ $DOC_ROOT/tmp/climulti ✔ $DOC_ROOT/tmp/latest ✔ $DOC_ROOT/tmp/logs ✔ $DOC_ROOT/tmp/sessions ✔ $DOC_ROOT/tmp/tcpdf ✔ $DOC_ROOT/tmp/templates_c

#### Directories with write access for Tag Manager:
 ✔ $DOC_ROOT/js


### Optional checks

#### Required Private Directories:
 ✔ All private directories are inaccessible from the internet.

#### Recommended Private Directories:
 ✔ All private directories are inaccessible from the internet.

#### File integrity:
 ✔ 

#### 64-bit PHP Binary:
 ✔ 

#### Tracker status:
 ✔ 

#### Memory limit:
 ✔ 1024M

#### Time zone:
 ✔ 

#### Open URL:
 ✔ curl

#### PageSpeed is turned off:
 ✔ 

#### GD > 2.x + FreeType (graphics):
 ✔ 

#### Other extensions:
 ✔ json ✔ libxml ✔ dom ✔ SimpleXML ✔ openssl

#### Other functions:
 ✔ shell_exec ✔ set_time_limit ✔ mail ✔ parse_ini_file ✔ glob ✔ gzopen ✔ md5_file ✔ hash_file

#### Filesystem:
 ✔ 

#### Set up Cron - Managing processes via CLI:
 ✔ Ok

#### Last Successful Archiving Completion:
 ✔ The archiving process completed successfully 00:09:00 ago.

#### Database abilities:
 ✔ UTF8mb4 charset ✔ Connection collation ⚠ Warning: LOAD DATA INFILE<br/>Hint: Using LOAD DATA INFILE by updating your PHP and MySQL software and ensuring your database user has the FILE privilege speeds up Matomo's archiving process a lot.<br/>You should fix this problem if your Matomo server tracks high-traffic websites (e.g. over 100,000 pages per month).<br/><strong>Error:</strong> LOAD DATA INFILE failed... Error was: <br/>  Try #1: LOAD DATA INFILE : SQLSTATE[28000]: Invalid authorization specification: 1045 Access denied for user 'anl_user_3tURAZ'@'%' (using password: YES)[28000],<br/>  Try #2: LOAD DATA LOCAL INFILE : SQLSTATE[HY000]: General error: 4166 The used command is not allowed because the MariaDB server or client has disabled the local infile capability<br/>Troubleshooting: FAQ on matomo.org ✔ CREATE TEMPORARY TABLES ✔ Changing transaction isolation level

#### Max Packet Size:
 ✔ 

#### Forced SSL Connection:
 ✔ 

#### Geolocation:
 ⚠ Warning: The default location provider determines the country visitors connect from based on their selected language. This is not very accurate, so install and use a geolocation database.

#### Update over HTTPS:
 ✔ 

#### Mobile Messaging SMS Provider:
 not configured

#### Writable JavaScript Tracker ("/matomo.js"):
 ✔ 


### Informational results

#### Matomo Version:
 5.2.2

#### Matomo Update History:
 5.1.0,4.15.1,4.13.3,

#### Matomo Install Version:
 4.13.3

#### Latest Available Version:
 5.2.2

#### Is Git Deployment:
 0

#### PHP_OS:
 Linux

#### PHP SAPI:
 litespeed

#### Timezone Version:
 2024.2

#### PHP Timezone:
 UTC

#### PHP Time:
 1740042842

#### PHP Datetime:
 2025-02-20 09:14:02

#### PHP Disabled functions:
 getmyuid, passthru, leak, listen, diskfreespace, tmpfile, link, ignore_user_abort, dl, exec, system, highlight_file, source, show_source, fpassthru, virtual, posix_ctermid, posix_getcwd, posix_getegid, posix_geteuid, posix_getgid, posix_getgrgid, posix_getgrnam, posix_getgroups, posix_getlogin, posix_getpgid, posix_getpgrp, posix_getpid, posix_getppid, posix_getpwuid, posix_getrlimit, posix_getsid, posix_getuid, posix_isatty, posix_kill, posix_mkfifo, posix_setegid, posix_seteuid, posix_setgid, posix_setpgid, posix_setsid, posix_setuid, posix_times, posix_ttyname, posix_uname, proc_open, proc_close, proc_nice, proc_terminate, escapeshellcmd, ini_alter, popen, pcntl_exec, socket_accept, socket_bind, socket_clear_error, socket_close, socket_connect, symlink, posix_geteuid, ini_alter, socket_listen, socket_create_listen, socket_read, socket_create_pair, stream_socket_server

#### PHP INI max_execution_time:
 720

#### PHP INI post_max_size:
 1024M

#### PHP INI max_input_vars:
 1000

#### PHP INI zlib.output_compression:
 

#### Curl Version:
 7.81.0, OpenSSL/3.0.2

#### Suhosin Installed:
 0

#### DB Prefix:
 matomo_

#### DB Charset:
 utf8mb4

#### DB Collation:
 utf8mb4_general_ci

#### DB Adapter:
 PDO\MYSQL

#### MySQL Version:
 10.6.20-MariaDB-ubu2204

#### Num Tables:
 155

#### Browser Segment Archiving Enabled:
 1

#### Development Mode Enabled:
 0

#### Internet Enabled:
 1

#### Multi Server Environment:
 0

#### Auto Update Enabled:
 1

#### Custom User Path:
 0

#### Custom Include Path:
 0

#### Release Channel:
 latest_stable

#### Plugins Activated:
 API, Actions, Annotations, BulkTracking, Contents, CoreAdminHome, CoreConsole, CoreHome, CorePluginsAdmin, CoreUpdater, CoreVisualizations, CoreVue, CustomDimensions, CustomJsTracker, Dashboard, DevicePlugins, DevicesDetection, Diagnostics, Ecommerce, Events, FeatureFlags, Feedback, GeoIp2, Goals, Heartbeat, ImageGraph, Insights, Installation, Intl, IntranetMeasurable, JsTrackerInstallCheck, LanguagesManager, Live, Login, Marketplace, MobileMessaging, Monolog, Morpheus, MultiSites, Overlay, PagePerformance, PrivacyManager, ProfessionalServices, Proxy, Referrers, Resolution, RssWidget, SEO, ScheduledReports, SegmentEditor, SitesManager, TagManager, Tour, Transitions, TwoFactorAuth, UserCountry, UserCountryMap, UserId, UserLanguage, UsersManager, VisitFrequency, VisitTime, VisitorInterest, VisitsSummary, WebsiteMeasurable, Widgetize

#### Plugins Deactivated:
 DBStats, MobileAppMeasurable

#### Plugins Invalid:
 

#### Server Info:
 LiteSpeed

#### Had visits in last 1 day:
 0

#### Had visits in last 3 days:
 0

#### Had visits in last 5 days:
 0

#### Archive Time Last Started:
 2025-02-20 09:05:01

#### Archive Time Last Finished:
 2025-02-20 09:05:02

#### User Agent:
 Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/133.0.0.0 Safari/537.36

#### Browser Language:
 en-nz,en-gb,en-us,en,la

#### Total Invalidation Count:
 0

#### In Progress Invalidation Count:
 0

#### Scheduled Invalidation Count:
 0

#### Earliest invalidation ts_started:
 

#### Latest invalidation ts_started:
 

#### Earliest invalidation ts_invalidated:
 

#### Latest invalidation ts_invalidated:
 

#### Number of segment invalidations:
 0

#### Number of plugin invalidations:
 0

#### List of plugins being invalidated:
 

#### Anonymize Referrer:
 

#### Do Not Track enabled:
 1

</details>
4

Then I would check the developer console of your browser if your see any timeout, 4xx or 5xx status code while tracking a hit and also while you see your mentioned error in the dashboard.

In case you see any error status code then this should be loggend somewhere with further details. In case you can’t find the log I would ask the hosting company.

5

Thank you so much for the tips @progger.

Inspecting the developer console I can see the RSSFeed widget is throwing a 500 internal server error. If I disable the RSS Widget plugin the error message disappears from the Matomo settings page and there is no error in the developer console, but the website traffic is still not tracking in the Matomo dashboard.

I suspect this bug was introduced in version 5.2.2.

Any help here is much appreciated.

Console error:

Request URL:
https://analytics.responsiveweb.nz/index.php?date=last30&module=RssWidget&format=html&action=rssPiwik&idSite=46&period=range&segment=&widget=&showtitle=1&random=6046
Request Method:
POST
Status Code:
500 Internal Server Error
Remote Address:
###.###.###.###
Referrer Policy:
same-origin
alt-svc:
h3=":443"; ma=86400
cache-control:
no-store, must-revalidate
cf-cache-status:
DYNAMIC
cf-ray:
9150b2811beed9b0-AKL
content-security-policy:
default-src 'self' 'unsafe-inline' 'unsafe-eval'; img-src 'self' 'unsafe-inline' 'unsafe-eval' data:;
content-type:
text/html; charset=utf-8
date:
Thu, 20 Feb 2025 18:53:04 GMT
nel:
{"success_fraction":0,"report_to":"cf-nel","max_age":604800}
priority:
u=1,i
referrer-policy:
same-origin
report-to:
{"endpoints":[{"url":"https:\/\/a.nel.cloudflare.com\/report\/v4?s=%2B4B6EqwlqA3lGB7L6xyXtPuce33vEdqxnvSykVhVc8Pnbh1DFSK%2Fr9kOkN1IxTeICQH9VzbCqyfva5GUcdVx2HzbJghW%2BCCQ6c7%2Ft8De0hRr4U3XdAKLVYUMmDKUmfyv1zornUOEqKqV6utH"}],"group":"cf-nel","max_age":604800}
server:
cloudflare
server-timing:
cfL4;desc="?proto=QUIC&rtt=48010&min_rtt=27947&rtt_var=8761&sent=82&recv=57&lost=0&retrans=0&sent_bytes=69415&recv_bytes=16773&delivery_rate=5097&cwnd=48000&unsent_bytes=0&cid=a69cbdba010be4f4&ts=2102&x=1"
server-timing:
cfExtPri
server-timing:
cfHdrFlush;dur=0
set-cookie:
MATOMO_SESSID=62tjsh2e7ngun5ucafiug4o1b5; expires=Thu, 06-Mar-2025 18:53:04 GMT; path=/; secure; httponly; SameSite=Lax
strict-transport-security:
max-age=7776000; includeSubDomains
vary:
Accept-Encoding
x-content-type-options:
nosniff
x-matomo-request-id:
cb56f
x-turbo-charged-by:
LiteSpeed
:authority:
analytics.responsiveweb.nz
:method:
POST
:path:
/index.php?date=last30&module=RssWidget&format=html&action=rssPiwik&idSite=46&period=range&segment=&widget=&showtitle=1&random=6046
:scheme:
https
accept:
text/html, */*; q=0.01
accept-encoding:
gzip, deflate, br, zstd
accept-language:
en-NZ,en-GB;q=0.9,en-US;q=0.8,en;q=0.7,la;q=0.6
content-length:
0
cookie:
_ga=GA1.1.319837551.1730451984; intercom-device-id-epnkb316=8749e2d8-e7b4-40cd-83e8-94db362ca2cd; intercom-device-id-bzntop4y=a06a6f90-37c0-4651-a9be-0551c3f52759; _gcl_au=1.1.1335930851.1738885245; _ga_Z3T1YQC2FD=GS1.1.1739754868.76.0.1739754943.60.0.0; intercom-session-epnkb316=Nm9wWDJvaVRsazJtajM0UnZZdVcwV3JtRnNIQ3NmN2E0ZzFGUHJOQzE0R1lwK25wUC9tUFJ2eWM3RW03L0U2TFhzUkZ3dnhIYTVVY2dlMmludGJycDdTKzhrVWQxSW5kNlptSnd6Mkd4djA9LS1VaUlwNTJSS3Q2RmN0ZCttZFoyNWxRPT0=--5a3ac4f6f6c95bf51678e385a117083f4d717d3e; MATOMO_SESSID=62tjsh2e7ngun5ucafiug4o1b5
origin:
https://analytics.responsiveweb.nz
priority:
u=1, i
referer:
https://analytics.responsiveweb.nz/index.php?module=CoreAdminHome&action=home&idSite=46&period=range&date=last30&activated=
sec-ch-ua:
"Not(A:Brand";v="99", "Google Chrome";v="133", "Chromium";v="133"
sec-ch-ua-mobile:
?0
sec-ch-ua-platform:
"macOS"
sec-fetch-dest:
empty
sec-fetch-mode:
cors
sec-fetch-site:
same-origin
user-agent:
Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/133.0.0.0 Safari/537.36
x-requested-with:
XMLHttpRequest
6

RESOLVED

Thanks for your help on this @progger

The issue ended up being a disabled PHP function.

After removing ignore_user_abort from the server’s disable_functions list the RSSWidget error was gone and traffic data started tracking in the dashboard.

All sorted!

1 Like