Support » Plugin: Jetpack - WP Security, Backup, Speed, & Growth » Fatal Error while trying to update

  • Resolved 1dianaf

    (@1dianaf)


    Hi there!

    I tried updating Jetpack (along with two other plugins at the same time) to version 9.0.2 and got a Fatal Error. My hosting company helped get my site back up by deactivating Jetpack but we still don’t know how to update it/get it working.
    Also worth mentioning, this also happened when I tried updating to the version I currently have (8.8.2). It was solved by deleting it and installing again (not completely sure, my hosting company managed to get it working) but I don’t want it to keep happening during every single update.

    NOTICE: PHP message: PHP Fatal error: require_once(): Failed opening required ‘/www/wp-content/plugins/jetpack/_inc/lib/class.media.php’ (include_path=’.:/usr/share/php’) in /www/wp-content/plugins/jetpack/class.jetpack.php on line 45

    WordPress version 5.4.2
    Current theme: Olsen Light Child 02 (version 1.0.3.1500977424)
    Current plugin: Jetpack by WordPress.com (version 8.8.2)
    PHP version 7.2.33-1+ubuntu20.04.1+deb.sury.org+1

    Really hope y’all can help.
    Thank you.

    The page I need help with: [log in to see the link]

Viewing 10 replies - 1 through 10 (of 10 total)
  • Plugin Author Jeremy Herve

    (@jeherve)

    Jetpack Mechanic 🚀

    It would appear that your plugin update did not complete successfully, and some files were missing.

    If that incomplete Jetpack plugin is still installed on your site, could you try to log in to your site via FTP or CPanel, and delete the existing Jetpack plugin folder?

    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.

    Once you’ve done so, you should be able to reinstall the Jetpack plugin from scratch, by going to Plugins > Add New in your dashboard.

    Let us know how it goes.

    Andrew Arthur Dawson

    (@andrewarthurdawson)

    @1dianaf hey can I ask what plugins you have active? I ran into a similar problem twice and want to see if we have any plugins in common? Also what hosting do you use? I use Godaddy managed WordPress.

    ange21

    (@ange21)

    Hello. I am experiencing the exact same problem.

    I built my wordpress site and launched it and it worked fine until i enabled the jetpack plugin. then i kept getting 404 URL not found on this server error. so I deleted the site and rebuilt it because it wasn’t letting me log into the admin end.
    I rebuilt it and launched it and got a comment that the site was not secure. most people viewed the site perfectly but one person said he was getting numerous alerts that the site wasnt safe and photos were not downloading. so I RE-ENABLED JETPACK to secure the site.

    Now i have the 404 error all over again and even the people who could previously view the site, cant anymore. photos arent loading and on my end. I am unable to access the back end.

    Andrew Arthur Dawson

    (@andrewarthurdawson)

    @ange21 hey can I ask what plugins you have active? I asked this same question to @1dianaf but still am waiting on the answer. I ran into a similar problem twice and want to see if we have any plugins in common? Also what hosting do you use? I use Godaddy managed WordPress. I’m trying to see if there are any commonalities amongst us all? Also I’m using the 2016 WordPress theme. I look forward to your answers.

    Plugin Author Jeremy Herve

    (@jeherve)

    Jetpack Mechanic 🚀

    it worked fine until i enabled the jetpack plugin. then i kept getting 404 URL not found on this server error

    @ange21 Your issue seems quite different from the one @1dianaf mentioned above. Could you please start your own thread, as per the Forum Welcome?
    https://wordpress.org/support/plugin/jetpack#new-post

    There, I would suggest that you post as many details as possible about your site, the pages where you see those issues, and what the errors exactly are.

    Thank you!

    ange21

    (@ange21)

    Hello @jeherve I have followed your steps and deleted the plugin. But my site still has issues.

    Andrew Arthur Dawson

    (@andrewarthurdawson)

    @ange21 @1dianaf can both of you please at least let me know which plugins you are using? I have my own thread going and at least am trying to see if there are any strange commonalities that link us all together? There may be none and our errors may be all different On why the update failed, but I am just a “joe user” trying to see if there are any connections? It would really help in my testing and debugging to know? @jeherve can vouch that I am a true user and been around for a while in case you think I’m some strange person bombing your forum. I’ve been on godaddy with Managed WordPress For seven years now and have had many issues with jetpack updates over the years all usually related to my server set up. Please respond.

    Plugin Author Jeremy Herve

    (@jeherve)

    Jetpack Mechanic 🚀

    @ange21 I would encourage you to start your own thread with as many details as possible about your site so we can look into this with you. In this thread, we’re focussing on @1dianaf’s problem, which seems to be different from yours.

    @andrewarthurdawson The plugins you use on your site do not conflict with Jetpack 9.0.2. @1dianaf’s issue above is most likely not caused by any other plugins, it was caused by a failure during the update process. Knowing what plugins they use on their site will most likely not help.

    Andrew Arthur Dawson

    (@andrewarthurdawson)

    So basically it probably is all server related then and not plugin related for all of us? Or indeed on some level the server wasn’t equipped right to handle jetpack’s update and crapped out during it.

    Plugin Author Jeremy Herve

    (@jeherve)

    Jetpack Mechanic 🚀

    So basically it probably is all server related then and not plugin related for all of us?

    That’s my best bet for this specific forum thread. In your case, we still don’t know exactly what happened since we do not have an exact error message like here. When and if you get that error message from your host, please post it in your own thread so we can look into it some more.

Viewing 10 replies - 1 through 10 (of 10 total)
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