No processing of the access_log

Support & Bugs
1

Good morning

Recorded a new website yesterday and did a test visit using 4g which normally gives a visitorhit. That didn’t happen.
Then i started looking and since Tuesday around 14:00 processing has stopped in matomo in the webportal.

If I look in the accesslog_ssl log then the tracking comes in
87...* - - [16/Dec/2022:09:13:43 +0100] “GET /matomo.js HTTP/2” 200 20568 “https://groennaargroen.nl/” “Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/108.0.0.0 Safari/537.36”

When I view the cron everything processed remains at 0 no processing of the access_log

INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Start processing archives for site 76.
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Finished archiving for site 76, 0 API requests, Time elapsed: 0.004s [75 / 77 done]
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Start processing archives for site 77.
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Finished archiving for site 77, 0 API requests, Time elapsed: 0.004s [76 / 77 done]
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Start processing archives for site 78.
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Finished archiving for site 78, 0 API requests, Time elapsed: 0.004s [77 / 77 done]
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Done archiving!
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] ---------------------------
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] SUMMARY
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Processed 0 archives.
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Total API requests: 0
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] done: 0 req, 1197 ms, no error
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Time elapsed: 1.197s
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] ---------------------------
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] SCHEDULED TASKS
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Starting Scheduled tasks…
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Scheduler: executing task Piwik\Plugins\CustomJsTracker\Tasks.updateTracker…
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Scheduler: finished. Time elapsed: 0.019s
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Scheduler: executing task Piwik\Plugins\TagManager\Tasks.regenerateReleasedContainers…
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Scheduler: finished. Time elapsed: 0.137s
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Scheduler: executing task Piwik\Plugins\PrivacyManager\Tasks.deleteLogData…
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Scheduler: finished. Time elapsed: 0.005s
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Scheduler: executing task Piwik\Plugins\PrivacyManager\Tasks.anonymizePastData…
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Scheduler: finished. Time elapsed: 0.001s
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Scheduler: executing task Piwik\Plugins\QueuedTracking\Tasks.notifyQueueSize…
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] Scheduler: finished. Time elapsed: 0.001s
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] done
INFO CoreAdminHome[2022-12-16 08:09:43 UTC] [a3a0e] ---------------------------

I started to restore the backup from the 10th in the morning if it has anything to do with the update to 4.13 No result and restore the last one from today.
Turned off the firewalls of the hosting, tested and also no result.

Everything keeps running shows up in the access log but no processing or display in the visitors view.

Any tips or possible solutions?

2

Do you see errors in the browser console and/or browser network console when visiting the tracked website?
Is there any error in the Matomo error log file?

3

Hi Philippe,

Thanks for the question. The only error is in matomo Uncaught exception in API: /var/www/vhosts/**********/httpdocs/core/API/Proxy.php(500): The method ‘runCronArchiving’ does not exist or is not available in the module ‘\Piwik\Plugins\CoreAdminHome\API’. [Query: ?token_auth=removed, CLI mode: 0]

when the cron is running.

i switched from php version and back from 8.0 to 2 but no result.

I see the tracking from the website in the acees logging.

Looks like the tracker is standing in a freeze or lock.

on this moment i’m rebooting the website database to see thats helps

4

Sorry, this is really unclear for me.
Today is 16th of December.
You wrote:

→ Did you create the new website in Matomo on the 15th?
You wrote:

I don’t understand why you wrote it stopped the 15th at 14:00 whereas there are some archiving traces the 16th…

How do you get data into Matomo? (What is your tracking method?)

5

Sorry for the confusion.

December 13 around 2:00 PM the internal processing seems to have stopped. On the 15th of Dec I added a new website. But this one gave no visitors in the panel. When looking back it turned out to have stopped on the 13th. Matomo everything works.
Since the 17th it works again. I had 1 error saying it couldn’t claim 20000 bytes of memory. I have now increased the 512Mb memory to 1Gb and it works.

6

Then everything seems to be fixed now?

7

Correct thanks for the help Phillipe and have nice holidays