Support » Plugin: Jetpack by WordPress.com » JetPack ERROR prevents loading WordPress admin

  • Resolved schultzter

    (@schultzter)


    Good morning

    For a few days now I can’t log in to the admin back end/dashboard of my WordPress site (wp-admin), the regular site still works (https://piscinevaloispool.ca).

    I regularly get emailed this error message (see below).

    How can I fix this problem? The amount of memory it’s trying to allocate seems ridiculously large: 9,223,372,036,854,775,840 bytes! I believe that’s over 9 EB (Exabytes)!!!

    [Piscine Valois Pool] Your Site is Experiencing a Technical Issue

    Error Details
    =============
    An error of type E_ERROR was caused in line 2637 of the file /home/***/public_html/wp-content/plugins/jetpack/class.jetpack.php. Error message: Allowed memory size of 536870912 bytes exhausted (tried to allocate 9223372036854775840 bytes)

    Thanks

    • This topic was modified 5 months, 1 week ago by schultzter.
    • This topic was modified 5 months, 1 week ago by schultzter.

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

Viewing 13 replies - 1 through 13 (of 13 total)
  • Plugin Contributor James Huff

    (@macmanx)

    Volunteer Moderator

    You’ll need to access your server via SFTP or FTP, or a file manager in your hosting account’s control panel (consult your hosting provider’s documentation for specifics on these), navigate to /wp-content/plugins/ and delete the whole /jetpack/ directory there.

    Once that’s done, you’ll be able to reinstall Jetpack normally from Plugins > Add New in your site’s Dashboard.

    Good evening

    I just tried that, didn’t help!

    When I re-installed JetPack and click the green Setup button I got the dreaded “The site is experiencing technical difficulties. Please check your site admin email inbox for instructions.” message.

    My host is GoDaddy – anyone else getting issues like this?

    Plugin Contributor James Huff

    (@macmanx)

    Volunteer Moderator

    Ok, a few questions then:

    1. What version of WordPress are you running?

    2. What version of PHP are running?

    3. Are you able to install, activate, and connect Jetpack with all other plugins deactivated?

    Good evening

    Thanks for your help.

    1. What version of WordPress are you running?

    WordPress 5.2.2 running Canvas theme.

    2. What version of PHP are running?

    PHP version 7.1.30 (Supports 64bit values)

    3. Are you able to install, activate, and connect Jetpack with all other plugins deactivated?

    No. I tried disabling all the other plugins and installing Jetpack but when I activated I got the same error immediately.

    The error occurs at line 2637 in class.jetpack.php. Which is in the function get_file_data() and the offending line is
    $file_data_option[ $key ] = $data;

    I have no idea what to do! I rely on Jetpack’s features and this is the busiest time for my organization so it’s really frustrating for this to happen now!!!

    I even tried changing themes but that didn’t help either!

    Plugin Support supernovia

    (@supernovia)

    When I re-installed JetPack and click the green Setup button I got the dreaded β€œThe site is experiencing technical difficulties. Please check your site admin email inbox for instructions.” message.

    Could you confirm whether the email is saying the same thing as before, with the out of memory error and a similarly huge number?

    If so, could you please reach out directly via https://jetpack.com/contact-support/?rel=support ?

    Plugin Support supernovia

    (@supernovia)

    Ah I just talked to support and they mentioned you *had* contacted them, disabled plugins, etc.

    They’ll be following up with you soon.

    Plugin Contributor csonnek

    (@csonnek)

    Happiness Rocketeer πŸš€

    @schultzter – it looks like you already have an open ticket with us via email. Please keep your correspondence to that email – we’re same support here and via jetpack.com.

    We responded to you earlier today letting you know that one of our developers needs to investigate this and asking if you had any other information that we can pass along to them. Please send us that in your support email as we’re better equipped to help you there.

    I hope that clarifies things!

    Hi there,
    Any updates on this issue?

    I had the same issue with exactly the same numbers. Luckily could log back in with WordPress recovery mode link and disabled Jetpack.

    Error Details
    =============
    An error of type E_ERROR was caused in line 2637 of the file /home/xxxxx/public_html/wp-content/plugins/jetpack/class.jetpack.php. Error message: Allowed memory size of 536870912 bytes exhausted (tried to allocate 9223372036854775840 bytes)

    • This reply was modified 4 months, 3 weeks ago by yig.
    Plugin Support KokkieH

    (@kokkieh)

    @yig, please open a support ticket at https://jetpack.com/contact-support/?rel=support and include a link to your site so we can investigate this.

    Any updates yet – or do I need to start a ticket?

    We have after 2 days mega thousands of php errors for the site all with jetpack. Here are the two errors.

    [02-Sep-2019 14:06:22 UTC] PHP Warning: Illegal string offset ‘8e46c72906c928eca634ac2c8b1bc84f’ in /home/redact/public_html/wp-content/plugins/jetpack/class.jetpack.php on line 2637

    [02-Sep-2019 14:06:22 UTC] PHP Fatal error: Allowed memory size of 536870912 bytes exhausted (tried to allocate 9223372036854775840 bytes) in /home/redact/public_html/wp-content/plugins/jetpack/class.jetpack.php on line 2637

    • This reply was modified 4 months, 2 weeks ago by lrttech.

    I got this just after renaming the Jetpack plugin folder, and now see no more errors at all.

    [02-Sep-2019 17:28:36 UTC] PHP Fatal error: Uncaught Error: Class ‘Automattic\Jetpack\Sync\Modules\Users’ not found in /home/redact/public_html/wp-content/plugins/jetpack/vendor/automattic/jetpack-sync/src/Modules.php:167
    Stack trace:
    #0 [internal function]: Automattic\Jetpack\Sync\Modules::load_module(‘Automattic\\Jetp…’)
    #1 /home/redact/public_html/wp-content/plugins/jetpack/vendor/automattic/jetpack-sync/src/Modules.php(151): array_map(Array, Array)
    #2 /home/redact/public_html/wp-content/plugins/jetpack/vendor/automattic/jetpack-sync/src/Modules.php(93): Automattic\Jetpack\Sync\Modules::initialize_modules()
    #3 /home/redact/public_html/wp-content/plugins/jetpack/vendor/automattic/jetpack-sync/src/Listener.php(41): Automattic\Jetpack\Sync\Modules::get_modules()
    #4 /home/redact/public_html/wp-content/plugins/jetpack/vendor/automattic/jetpack-sync/src/Listener.php(34): Automattic\Jetpack\Sync\Listener->init()
    #5 /home/redact/public_html/wp-content/plugins/jetpack/vendor/automattic/jetpack-sync/src/Listener.php(24): Automattic\Jetpack\Sync\ in /home/redact/public_html/wp-content/plugins/jetpack/vendor/automattic/jetpack-sync/src/Modules.php on line 167

    Plugin Contributor James Huff

    (@macmanx)

    Volunteer Moderator

    Yes, as my colleague mentioned earlier: https://wordpress.org/support/topic/jetpack-error-prevents-loading-wordpress-admin/#post-11870488 please open a support ticket at https://jetpack.com/contact-support/?rel=support and include a link to your site so we can investigate this.

Viewing 13 replies - 1 through 13 (of 13 total)
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