Title: Jetpack Update Failure
Last modified: March 8, 2019

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# Jetpack Update Failure

 *  Resolved [DPI Guyana](https://wordpress.org/support/users/dpiguyana/)
 * (@dpiguyana)
 * [7 years, 2 months ago](https://wordpress.org/support/topic/jetpack-update-failure-3/)
 * Hi guys,
    Jetpack is a great plugin and we’ve been using it for years but recently
   Jetpack has always had an update failure issue, either it is an internal server
   error or failed to open stream error. However, deleting the jetpack directory
   via FTP and a reinstall usually fix the issue but it is a very frustrating issue.
   Hopefully, Jetpack addresses this issue soon so we can get a permanent fix.

Viewing 8 replies - 1 through 8 (of 8 total)

 *  Plugin Contributor [James Huff](https://wordpress.org/support/users/macmanx/)
 * (@macmanx)
 * [7 years, 2 months ago](https://wordpress.org/support/topic/jetpack-update-failure-3/#post-11292239)
 * Do you have any server error log entries from the exact time of the 500 incident?
 *  [Andrew Arthur Dawson](https://wordpress.org/support/users/andrewarthurdawson/)
 * (@andrewarthurdawson)
 * [7 years, 2 months ago](https://wordpress.org/support/topic/jetpack-update-failure-3/#post-11315881)
 * [@dpiguyana](https://wordpress.org/support/users/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.
 *  Plugin Support [KokkieH](https://wordpress.org/support/users/kokkieh/)
 * (@kokkieh)
 * [7 years, 2 months ago](https://wordpress.org/support/topic/jetpack-update-failure-3/#post-11317144)
 * [@andrewarthurdawson](https://wordpress.org/support/users/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.
 *  [Andrew Arthur Dawson](https://wordpress.org/support/users/andrewarthurdawson/)
 * (@andrewarthurdawson)
 * [7 years, 2 months ago](https://wordpress.org/support/topic/jetpack-update-failure-3/#post-11321004)
 * [@kokkieh](https://wordpress.org/support/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!
 *  Plugin Support [KokkieH](https://wordpress.org/support/users/kokkieh/)
 * (@kokkieh)
 * [7 years, 1 month ago](https://wordpress.org/support/topic/jetpack-update-failure-3/#post-11325588)
 * 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.
 *  [Andrew Arthur Dawson](https://wordpress.org/support/users/andrewarthurdawson/)
 * (@andrewarthurdawson)
 * [7 years, 1 month ago](https://wordpress.org/support/topic/jetpack-update-failure-3/#post-11326240)
 * [@kokkieh](https://wordpress.org/support/users/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.
 *  Thread Starter [DPI Guyana](https://wordpress.org/support/users/dpiguyana/)
 * (@dpiguyana)
 * [7 years, 1 month ago](https://wordpress.org/support/topic/jetpack-update-failure-3/#post-11385256)
 * 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
 *  Plugin Support [KokkieH](https://wordpress.org/support/users/kokkieh/)
 * (@kokkieh)
 * [7 years, 1 month ago](https://wordpress.org/support/topic/jetpack-update-failure-3/#post-11406877)
 * 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.

Viewing 8 replies - 1 through 8 (of 8 total)

The topic ‘Jetpack Update Failure’ is closed to new replies.

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## Tags

 * [update failure](https://wordpress.org/support/topic-tag/update-failure/)

 * 8 replies
 * 4 participants
 * Last reply from: [KokkieH](https://wordpress.org/support/users/kokkieh/)
 * Last activity: [7 years, 1 month ago](https://wordpress.org/support/topic/jetpack-update-failure-3/#post-11406877)
 * Status: resolved