Jetpack stats not loading on self-hosted site

  • Unknown's avatar
    jbusuttil · Member ·

    I have a few WordPress sites hosted on the same server with very similar configurations.

    For some reason, only one fails to load the Jetpack stats widget on the dashboard, and the stats on /wp-admin/admin.php?page=stats

    By ‘fails to load’, all the stats boxes get stuck on the spinner.

    The corresponding site stats page on wordpress.com works fine, however, and stats there are being gathered and displayed correctly.

    Similarly, the health check tool on the self-hosted site tells me that the connection to Jetpack is working okay.

    /xmlrpc.php can also be accessed fine.

    Is there anything that might be blocking the stats widget from loading? It’s weird that only one self-hosted site on the server is affected, all the others are working fine.

    WP.com: Yes
    Jetpack: Yes
    Correct account: Yes

    The blog I need help with is: (visible only to moderators and staff)

  • aleone89 · Staff ·

    Hey there,

    Many thanks for reaching out.

    As the site is self-hosted, it’s hard for us to tell what could be up there – in all of the installations, are the themes and plugins the same?

    Many thanks.

  • Unknown's avatar
    jbusuttil · Member ·

    Yes, there are a couple with almost identical configurations and sets of plugins. This is why I’m finding it weird that only one is having a problem.

    The only errors being caught in dev tools are:

    Uncaught TypeError: document.getElementById(…) is null
https://REDACTED.com/wp-admin/:127
setTimeout handler* https://REDACTED.com/wp-admin/:126
wp-admin:127:14
https://REDACTED.com/wp-admin/:127
(Async: setTimeout handler)
https://REDACTED.com/wp-admin/:126

Uncaught (in promise) ChunkLoadError: Loading chunk 7954 failed.
(error: javascript:void(0))
j https://widgets.wp.com/odyssey-stats/v1/widget-loader.min.js?minify=false&ver=calypso-4917-12120-g6c98158424:1
e https://widgets.wp.com/odyssey-stats/v1/widget-loader.min.js?minify=false&ver=calypso-4917-12120-g6c98158424:1
e https://widgets.wp.com/odyssey-stats/v1/widget-loader.min.js?minify=false&ver=calypso-4917-12120-g6c98158424:1
e https://widgets.wp.com/odyssey-stats/v1/widget-loader.min.js?minify=false&ver=calypso-4917-12120-g6c98158424:1
EventListener.handleEvent* https://widgets.wp.com/odyssey-stats/v1/widget-loader.min.js?minify=false&ver=calypso-4917-12120-g6c98158424:1
https://widgets.wp.com/odyssey-stats/v1/widget-loader.min.js?minify=false&ver=calypso-4917-12120-g6c98158424:1
https://widgets.wp.com/odyssey-stats/v1/widget-loader.min.js?minify=false&ver=calypso-4917-12120-g6c98158424:1
widget-loader.min.js:1:14855
  • staff-doublebassd · Staff ·

    Hi there,

    To confirm, is it jockbusuttil.com that is having trouble loading the stats page? I visited the stats dashboard on my end and it loaded without issue. I also checked the other Jetpack connected sites under your account and was able to view the stats as well.

    Please confirm the site where you are encountering this issue and we’d be happy to take a further look into this. Thank you!

  • Unknown's avatar
    jbusuttil · Member ·

    Hi,

    I appreciate your help, though I was attempting to keep the site name redacted:

    The blog I need help with is: (visible only to moderators and staff)

    Also my original post did mention that it’s only the stats widget in the dashboard of one of several similarly-configured self-hosted sites that’s failing to load.

    The corresponding site stats page on wordpress.com works fine, however, and stats there are being gathered and displayed correctly.

    Similarly, the health check tool on the self-hosted site tells me that the connection to Jetpack is working okay.

    Cheers,

    Jock

  • Unknown's avatar
    thesacredpath · Member ·

    Hi Jock,

    It appears the JSON API module in Jetpack is not activated. You may want to check that and enable it and see if that fixes the issue.

    I have checked the site in our Jetpack debugging tool and it confirms that API calls to the site are disabled. This is the reported error.

    Response Code: 403
Response:

{
    "error": "unauthorized",
    "message": "API calls to this blog have been disabled."
}

    Please check your Jetpack settings and make sure that the JSON API module is enabled.

  • Unknown's avatar
    jbusuttil · Member ·

    I’ve enabled the JSON API in Jetpack on the site, no change from my end.

  • aleone89 · Staff ·

    Hey there,

    Many thanks for that additional information – it looks like we’re narrowing this down.

    Of the site acceleration options detailed here: https://jetpack.com/support/site-accelerator/

    Which of these are active? Additionally, if all of these are deactivated, the site cache cleared – does this persist?

  • Unknown's avatar
    jbusuttil · Member ·

    All of the Jetpack performance options are already disabled. I’ve cleared the PHP FastCGI cache for the site (admin was excluded from caching anyway).

    All within the self-hosted admin:

    Dashboard widget (/wp-admin/index.php): still not working – spinner only

    Jetpack dashboard stats (/wp-admin/admin.php?page=jetpack#/dashboard): WORKING

    Jetpack stats page (/wp-admin/admin.php?page=stats#!/stats/day/178569485?page=stats): still not working – spinner only

    So there appears to be something in common with the Dashboard widget and Jetpack stats page that is blocking.

  • machellie · Staff ·

    Hi there, @jbusuttil!

    Thanks for the detailed information here.

    I am seeing the stats load in WordPress.com and it looks like the issue is only present in WP-Admin.

    As a next step, can you please temporarily deactivate all plugins except for Jetpack and let me know if that helps?

    Additionally, please let us know what version of Jetpack you are running on the site you are having issues with.

    Also, just so you know, you can contact our Jetpack team for Jetpack specific support at any time here:

    https://jetpackme.wordpress.com/contact-support/

    Looking forward to hearing from you!

  • Unknown's avatar
    jbusuttil · Member ·

    Hi,

    That’s found it – thank you. I went through, disabled all the plugins, then reenabled them one by one and found the culprit. The plug-in blocks trackers, and it seems as though the Jetpack stats widget is making calls out to Quantserve.

    Given that stats display at /wp-admin/admin.php?page=jetpack#/dashboard doesn’t appear to call out to trackers in the same way (because it was still working), could a similar tracker-free widget be created?

    Cheers,

    Jock

  • machellie · Staff ·

    Hi there, @jbusuttil!

    So happy to hear you were able to narrow down this issue.

    I would like to thank you for your feedback. I did research this and I’ve found that we do want to keep the Quantcast stat and we don’t support removing it at this time. Saying that, we are constantly working on improving our products so this feedback is very valuable. One option here is to use a different stats solution, like Google Analytics.

    Let me know if you have any questions!

  • The topic ‘Jetpack stats not loading on self-hosted site’ is closed to new replies.