Plugin Contributor
Ryan C.
(@ryancowles)
Hi Rachel! I’m sorry to hear about the trouble – that sounds frustrating. Do you run into this issue with any other plugins or just Jetpack? And could you post your site URL here, so I can have a look?
If you want it to remain private, you can contact us using the form here:
http://jetpack.com/contact-support/
Please make sure to include a link to this thread in your message. Thanks!
Hi Ryan,
It’s just jetpack, I’m afraid. My link is
blog.rachellucie.co.uk
Any pointers would be great.
Rachel
I’m having the same problem. Commenting here for updates to see how it’s resolved for rachellucie.
Could you both let me know what happens when it breaks? Do you get an error in your dashboard? If so, what is that error?
Thanks!
I get exactly the same issue. The plugin fails to update and is deactivated/removed. When I try to install again I get an error message saying that the destination folder already exists. This then has to be deleted before Jetpack can be reinstalled. My blog is http://www.nomadwarmachine.co.uk/
@nomadwarmachine Could you try to log in to your site via FTP or CPanel, and delete the existing Jetpack plugin folder, and reinstall the plugin manually as explained here:
http://codex.wordpress.org/Managing_Plugins#Manual_Plugin_Installation
You’ll find the Jetpack plugin folder here:
wp-content
plugins
jetpack - DELETE THIS FOLDER
If you’re not sure how to do this, you can ask your hosting company for help. They should also have documentation explaining how to edit or remove files from your site using FTP or a File Manager in your admin panel.
Let me know how it goes.
Hi Jeremy,
thanks, this is what I have just done – it’s what I have to do every time, in fact!
Strangely, I have 2 wordpress installs on my domain, each on their own subdomain. One always does any auto updates from wordpress, other plugs ins or jetpack fine on it’s own. This one (link above) always breaks. I have to do wordpress installs manually, too.
Just to be clear, my issue shows itself in the same way as @nomadwarmachine describes above, which is why I always go in via ftp and delete the folder then copy the downloaded new version over via ftp. If jetpack does an auto update, it just breaks and ‘disappears’ (although visible via ftp).
Hi Jeremy
Yes, that always works – it is just frustrating to have to do this every time as I don’t have admin access (it’s my husband’s account) so I have to wait for him to get around to deleting the file before I can reinstall from the WP admin panel.
If this happens with every update, I’m afraid there isn’t much more I can do to help. Plugin updates are handled by WordPress itself, and rely on your server being able to download a zip file of the new version, unzip that file into a temporary folder, delete the contents of the existing plugin folder, and copy all the new files into the existing folder.
Unfortunately, if your server lacks the resources to complete one of those tasks, the update will fail. Luckily, most hosting providers are able to perform those tasks nowadays. However, some will fail at times, especially when having to deal with large plugins including a lot of files, like Jetpack.
If it fails all the time, I’m afraid I can only recommend that you do not perform any automatic updates for that plugin, and update manually as I suggested above. You could also contact your hosting provider, and ask them if you could get more resources on your current server, or get moved to a different server if necessary.
I hope this clarifies things a bit.
Hi Jeremy
Well, it’s not every time, but it is more often than not. Thanks, I will contact my hosting provider and see if they can do anything to resolve this.
@jeherve
Which are the options or settings a server should have to handle Jetpack updates?
I’m having the same issue on two customer websites hosted by A. With hosting service B everything is fine. That indicates that you are probably right. It has something to do with server configuration. But anyhow – why do other plugins don’t make this mess?
Always a Jetpack update is announced I have to schedule it for myself for the following routine:
1) start the update, hoping it works this time
2) it does not
3) log in via ftp
4) delete .maintenance
5) delete /jetpack folder
6) go back to wordpress
7) re-install jetpack
8) probably re-connect with WordPress.com
9) repair certain lost settings (not always)
10) hope you won’t do another update this week 😉
There must be something you at Automattic can do because others don’t crash. If you really can’t fix it, it would be very helpful to be aware of server configurations which are needed.
Thank you.
Ans please @Wordpress-Team; don’t mark things resolved if they are not.
Hi Mathias,
Spot on! This does need more explanation
Which are the options or settings a server should have to handle Jetpack updates?
I’m afraid I don’t have a good answer there; there are several factors that can stop WordPress in its update process:
- a lack of memory allocated to PHP is often the problem, as it may stop the process altogether.
- Other PHP configuration values may also stop the process when your site downloads the zip file, when it unzips it, or when it moves the new files to your plugins folder.
This happens with Jetpack more than with other plugins because the plugin’s zip file is quite large, and it includes a large amount of files. It consequently requires more resources to download, unzip, and move.
Since you have a site where this is happening right now, could you check your PHP configuration, especially those values?
upload_max_filesize
post_max_size
max_execution_time
max_input_time
memory_limit
I have the same problem with Jetpack on a couple of domains on a particular shared hosting server.
Jetpack updates and the whole site breaks. Happened again this week.
1. I remove Jetpack completely (site starts working)
2. Re-download Jetpack and upload plugin manually and activate it.
3. Site working again
But this is *every* time. This isn’t a fix and only a work around. Getting painful.
Thanks,
Sam
@samsa17 Could you check the configuration of your server, as I mentioned above, to make sure that your WordPress installation doesn’t run into resource limits when trying to update plugins?
Thanks!
