Jetpack Update Failure

Do you have any server error log entries from the exact time of the 500 incident?

@dpiguyana I’m just curious when your issue started. I have been reading the forums myself lately and have seen a number of others have this issue and I personally have been dealing with it since version 6.8.1. I’m just trying to see if there are commonalities in the setup of who’s reporting this update. What kind of server are you on, is it shared, Cpanel, etc? Do you have a huge site with lots of plugins or a small site? There’s been at least a dozen people who have begun experiencing failed Jetpack updates and Jetpack has been saying it’s due to resource issues on shared hosting servers. Yet, I’ve seen a report now of someone who’s on a fast server that hasn’t has this issue. But regardless, even if it is all related to a shared server, I’m thinking that at some point, if a lot more and more people on shared servers begin having issues, that it might be something they find a way to fix to make the update a lot easier and quicker? Anyway, I do love Jetpack and swear by it, but still would like to see if there are any connections on all of us having this issue, so any details would be greatly appreciated.

@andrewarthurdawson

If you’re still having trouble with updates on your site, please create a new thread and provide info like error and server logs so we can continue troubleshooting the issue with you there. Commenting on the threads of other users makes it harder for us to effectively help those users.

@kokkieh I will definitely do that as soon as I encounter it again. I have not updated since going up 7.0 because every update was failing with a time out issue and it took me hours getting it back to normal.

I thought it was Jetpack related, I had an opened thread, but then I was told it was server related. I spent hours with my hosting company with this. They spent hours checking server logs and I spent hours checking debug logs. My account was cross checked to others. My server was cross checked to others. And nothing was found. I was told by my hosting company it is definitely related to the size of Jetpack’s plugin.

I have been following the support forum for this issue and have noticed the same error happening on updates being reported by multiple users now and Jetpack keeps saying the same thing that it’s a shared server timeout issue as a response.

Then I just saw two days ago a person who is running on a fast server, not shared, and got the same issue. And I am hoping you guys might look into maybe compacting the size of each update in the future? Handling it differently maybe? And in the meantime have an opened thread like this, one thread, that people can comment on if they are getting this issue? Does that make sense?

So, is there any way you could leave this thread opened please? And not delete my comments so we can see if others have similar issues and maybe we can see if there are any commonalities because I’m still trying to debug my own and I can’t do that if I can’t connect with other Jetpack users to see what is different with my setup, if anything?

Please respond here to this and advise when you can. I hope you can agree. Thanks!

We do not control whether or not threads remain open in this forum. That is determined by the forums auto-close rules, and only forum moderators have the ability to override that.

At the same time, we already have much more data about this than you would be able to collect via a few forum threads – we also keep track of all reports received via live chat and email support on Jetpack.com, and we are always watching for commonalities between them. So we’re already doing what you propose to do, and we’re constantly using the data we collect in this way to make improvements to the Jetpack plugin.

The best way you can contribute to this, is to report issues when they happen and provide us with all the relevant info we ask for.

@kokkieh ok thank you. I will open another thread again after this last comment here. I’m glad to know that information. I didn’t open a thread for each failed update because I didn’t want to keep getting the response it was my server company’s fault and to them go through the same dance where they blame you guys and vice versa. Regardless, I’m glad to know you are keeping track of this because it is an issue and hopefully Jetpack will fix the plugin’s update so that it isn’t causing timeouts on any server.

This is the server error log entry from the time of the internal server 500 error:
PHP Fatal error: require_once(): Failed opening required ‘D:\Inetpub\vhosts\dpi.gov.gy\httpdocs\wp-content\plugins\jetpack/_inc/lib/class.media.php’ (include_path=’.;.\includes;.\pear’) in D:\Inetpub\vhosts\dpi.gov.gy\httpdocs\wp-content\plugins\jetpack\class.jetpack.php on line 25

If you’re hitting require_once() fatal’s that would seem to imply that something on your host’s is preventing Jetpack from updating properly, i.e., files go missing during the update and cause the 500. It could be something like a timeout during the update process causing required files to be skipped, maybe running out of memory, but your host should be able to help you investigate and fix that on their end.