If you are seeing that all your visitors are correctly tracked in Matomo (Piwik) but that they all have the same IP address, read on. In your ‘Visitor Log’ report, if all your visitors have the same IP address or the same Provider, this FAQ will provide a solution.
Why do I see the same IP everywhere?
In most cases this IP address (that is set to all visitors) is either the IP of the Matomo (Piwik) server itself or maybe the IP of a proxy server or a firewall between your website’s visitors and the server hosting your website. Sometimes the IP address will be set as
How do I fix this issue?
1. Your Matomo (Piwik) server may actually be hosted behind a proxy. To configure Matomo to track IP address correctly when using a Proxy server, read this FAQ to configure Matomo to read the correct IP address. As explained in this FAQ you may add lines in your Matomo config file to tell Matomo where to read the IP address.
2. Are you using the Tracking API? You may also experience this problem when you are using one of the Tracking API clients to record visits and actions. You may use the method
setIP() to overwrite the IP address manually. See the reference.
Matomo tracks far fewer visits than other web analytics tools, but tracks the same number of pageviews.
If you use other web analytics tools on your website, in some rare cases you may find that Matomo (Piwik) tracks far fewer visits than other tools.
While there are explanations for small differences, sometimes Matomo (Piwik) will track fewer visits but about the same number of pageviews (actions). When this happens, it shows that the algorithm attributing Visits to particular pageviews is not working as expected.
If your website visitors are visiting from one IP address (eg. they connect from the same offices), then Matomo (Piwik) may mistakenly believe all actions by this IP address are the same. In this case you can set a setting in the config file, make a change to your config file as explained in this FAQ.
The Real Time Visitor Map is a great tool for Matomo (Piwik) users. It lists, in real-time, all visitors to the website and puts them on the map according to their country and locations (based on country, region, city and/or latitude and longitude).
If the Real Time Map is for you not showing any data, please check the following items:
- Make sure you have enabled Geo-location with the City database in your Matomo (Piwik). Geo-location will enable Matomo to try and fetch the following information for each visitor: country, region, city, latitude and longitude. After enabling City Geo-location (for example using the Geoip php or Geoip PECL options), most of your visitors will be geo located and should be displayed on the map!
- If you are using Apache webserver, create a .htaccess file, in the piwik/ directory, with the following content:
AddType image/svg+xml svg svgz AddEncoding gzip svgz
- If you are using Nginx webserver, in your mime.types file (example mime.types), add the following:
image/svg+xml svg svgz;
- If you are using IIS webserver, follow these instructions to enable SVG files.
Matomo doesn’t track any visits and pages, and shows “There is no data for this report” in all reports.
There are several possible reasons why Matomo (Piwik) is not tracking your visits properly:
- Make sure you are viewing reports for the correct website and date in Matomo (Piwik) In Matomo, make sure you selected the right website in the website selector. Also, try to look at reports for “today” by changing the date in the date picker. Please wait at least 10 seconds after generating visits on your website: by default Matomo will only process reports every 10 seconds when “today” is selected.
- Archiving triggered from the browser must be enabled, if it is disabled the Cron script must be configured properly
In Administration > General Settings, ‘Allow Matomo (Piwik) archiving to trigger when reports are viewed from the browser’ must be set to ‘Yes’. If it is set to ‘No’, you must configure the cron script to automatically archive your web analytics reports, or Matomo will show ‘No Data’. More information about auto archiving.
- Third party Matomo (Piwik) plugins It is possible that some Third party Matomo plugins could cause problems when tracking your visitors. Please try to disable all the third party plugins you are using to see if it fixes the issue.
- Matomo (Piwik) by default supports DoNotTrack: please check you haven’t enabled DoNotTrack in your browser options.
- Do you have logs registered in your Matomo (Piwik) database? If your Matomo tracking code is properly installed, Matomo would record visits in your database. To check if you have logs in your database, go to Matomo > Visitors > Visitor log, and select “today” in the calendar. If you see recent visitor information, it means that the visitor tracking is working, but maybe there is a problem with reports archiving. Note: you can also check if logs are recorded correctly by looking at the table “piwik_log_visit” (using phpMyAdmin for example) and see if there are visits recorded. Alternatively, you can enable the plugin “DBStats”, and then go to the “Database usage” tab in your Matomo administration area, and check if the table piwik_log_visit has any rows.
- Matomo (Piwik) displays a red cross (on IE) or a broken image icon on your tracked pages, instead of the 1*1 transparent Pixel Check out this FAQ answer.
- Access to piwik.php fails If your host uses mod_security to block requests containing URLs (eg. hosts like HostGator, The Planet), check out the Matomo (Piwik) and mod_security FAQ. If you use HTTP Authentication (Basic or Digest) on your Matomo files, you should exclude piwik.php and piwik.js from this authentication, or visitors on your website would be prompted with the authentication popup.
- Local copy of piwik.js outdated Some users make a local copy of piwik.js on a different server than their Matomo (Piwik) installation. This is not officially supported and causes issues when the piwik.js bundled with Matomo is updated and not compatible with the previous version (for example, this is the case in Matomo 0.5.5). Please check that your Matomo JS tracking code is exactly the one given in the Matomo admin screen.
- Using Matomo (Piwik) latest version If you are still seeing “No data”, please make sure you are using the latest version of Matomo (if not, update now).
- Check your webserver error logs If all else fails, it is possible that there is a server misconfiguration preventing Matomo (Piwik) from tracking your visits or processing reports. Often, there will be an error in the webserver error logs (apache logs, IIS logs, nginx logs, etc.). Please check that your PHP is configured to log errors: (php.ini should contain log_errors = On and error_log = /path/to/log). The messages in the webserver error log will help you find the source of the problem, for example search for the error message on this website.
Visits from search engines or campaigns are not recorded, Matomo shows “There is no data for this report” for all Referrers reports.
There are a few possible explanations:
- Are your pages tagged correctly?
If you click on your website in a search result, and look at your page source, can you see the Matomo (Piwik) tracking code? Make sure the Matomo tracking code is installed on all the pages you want to track, and is not within an iframe. We advise to put the Matomo code just before the </body> tag.
- Are you using a redirect on your website landing page?
If you are using a redirect, the visitor browser may lose the referer information. If you are tracking campaigns, and the landing page has a redirect, the URL loaded after the redirection will have lost the URL parameters. Make sure that your visitors arrive directly on the page with the Matomo (Piwik) tracking code installed.
- Matomo (Piwik) only records 1 referer by visit, which means that only the first referer used to access the website will be recorded.
If you search for a keyword in a search engine, click on your website in the search engine results, and land on a page with the Matomo tracker, you may expect to see the keyword in your Matomo reports.
However, if you visited your website less than 30 minutes ago, Matomo will recognize you as an known visitor on the website, will record your page view, but will not update your visit referer. Matomo only record the first referer of a visit. When testing Matomo and search engine detection, make sure you make the test more than 30 minutes after your last page view on your website.
Matomo (Piwik) doesn’t respond fast enough and user is redirected to the click target
_paq.push([‘setLinkTrackingTimer’, 750]); // increase to 750 milliseconds
You’re using Safari, Chrome, or some other WebKit-based browser.
There is a known WebKit bug (feature?) that interrupts the tracking request. One workaround is to add the target=”_blank” attribute to anchor elements.
To improve Visitor Country detection, you should configure Geo Location in Matomo (Piwik) (click to learn more).
If you are not using Geo Location, Matomo (Piwik) is guessing your location from the language locale disclosed by the browser, e.g. en-us -> country is set to USA, fr-fr -> country is set to France, etc. In some cases, Matomo will guess the location when the region is omitted, e.g., fr -> France. This can be disabled from config/global.ini.php (or overridden in your config.ini.php):
[Tracker] enable_language_to_country_guess = 0
If you want to improve the country detection accuracy in Matomo (Piwik), setup Geo Location now.
There are a few possible reasons that Matomo (Piwik) could be slow to load:
- By default, Matomo (Piwik) reports are processed when you request them in the User Interface. Please see How to setup auto archiving of your reports every hour? to automate the generation of Matomo reports.
- If you are using Matomo (Piwik) on a website (or thousands of websites) tracking millions of pages per day, please check out the doc: How Matomo for high traffic websites.
- If your server uses NFS-mounted storage (for example if you are using OVH mutu webhost), widgets might load very slowly even if you are not tracking a lot of data. This is because Matomo (Piwik) by default uses “file based sessions” which are very slow when using NFS storage. The solution is to change a setting to enable Database session storage.
I get ‘Oops… there was a problem during the request.’ or ‘Internal Server Error’ or ‘500 error’ or the ‘White screen of death’. How do I proceed?
Matomo (Piwik) may in rare cases display an error such as
Internal Server Error or a
500 server error. This sometimes shows up as a white page, sometimes called the ‘White screen of death’. When you have such problem, please follow the following steps:
- Such error or white page indicates that there is a problem on the server: check in your web server error log file for an error message.
- When you find an error message in your server error log, then search for this message in the Matomo (Piwik) FAQ.
- If you do not find the answer in a FAQ, maybe it is a bug in Matomo (Piwik). Search for the message in our issue tracker here.
- If you still have a problem and could not resolve it with those steps, please ask in the forums.
When Matomo (Piwik) does not record your secure SSL traffic, you need to check that your Matomo server is correctly configured to be accessed over SSL / HTTPS.
There could be a various number of reasons why Matomo (Piwik) numbers are different from your other web analytics solution.
- Tracking method: Other softwares (such as AWStats, Webalizer, Analog, etc.) or custom server-side script would record all traffic, including search bots or spam bots. Check that you are comparing Matomo (Piwik) with a similar web analytics tool
Concerning Google Analytics, several users compared Matomo (Piwik) and Google Analytics numbers, and found very similar statistics: on significant traffic, differences were always less than 5 percent.
Conservative counting is definitely best – it makes your statistics more realistic on what you are trying to measure. Most analytics packages are used to measure relative upswings, we recommend using the same tool for all measurements and relative comparisons.
After I updated Matomo, it stopped working (blank page, widgets not loading, error message, etc.). How can I fix this?
When you upgrade Matomo (Piwik) to the latest version, it sometimes happen that Matomo stops working — especially when the User Interface is not working (blank white page, widgets not loading, error message, etc.).
There are a few things to check that will most likely resolve the User Interface issue you are having:
- 1) Delete your browser cache or try to access your Matomo (Piwik) with a different browser. If it still does not work…
- 2) Delete all files in piwik/tmp/*. After deleting the files and directories, refresh the page. If it still does not work…
- 3) Activate the display of PHP errors in your web server configuration. This may turn your white page into a useful error message page.
- 4) Check your web server error logs. Maybe your error log will contain an explanation for the problem. If the log file has no Matomo (Piwik) related error…
- 5) Reupload all Matomo (Piwik) files from the latest version. Sometimes, there are errors while uploading files and some of your Matomo files were maybe not overwritten by the latest version. Upload all files again, and check in your FTP software that the upload was successful.
Also, check out the other FAQs in this “Troubleshooting” category, as there might be other solutions for your problem.
If it still does not work, please search the Matomo (Piwik) Forums or search this website, and if there is no post about your problem, please create a new topic.
For Matomo (Piwik) to work correctly, your web browser should be able to download from your Matomo server a set of HTML files. This FAQ explains what are various ways to configure your server to deliver Matomo HTML files.
To test whether your server can serve HTML, visit this URL: demo.matomo.org/plugins/MultiSites/angularjs/dashboard/dashboard.directive.html (replace demo.matomo.org with your Matomo (Piwik) URL). If this HTML page on your server looks the same as this page then your server is configured properly to serve HTML files!
If the test does not succeed then you need to enable your server to correctly serve HTML files for Matomo:
- if you are using Apache as webserver, put
AddHandler text/html .htmlin the
<directory>section of the Apache host config. Restart the webserver.
- if you are using Nginx, check out the Piwik-Nginx configuration. Note: make sure you replace the corresponding line in the piwik-nginx configuration with your own domain(s):
valid_referers none blocked *.mysite.com othersite.com;(if that is too much of a hassle for you then just comment out the
- if you are using the module Pagespeed in your server, please note that (pagespeed extension does not work with Matomo (Piwik)). You may disable pagespeed for Matomo by adding this to the apache config:
- if you still have issues serving HTML files, verify that your server does not redirect requests from
/. Such redirects may cause loss of POST variables causing issues.
- if you still have issues serving HTML files, try to recursively change permission on the path/to/piwik/plugins folder (
chmod -R 755 plugins/)
If you have other suggestions to add to this list, please use the form in this page.
Note: if you get the error message
client denied by server configuration then you are experiencing this issue. You may follow the list of suggestions above to get it resolved.
If you are not seeing Graphs in Matomo (Piwik), the most likely reason is that you are using Matomo < 1.5 which are using Flash graphs, and you do not have Flash enabled in your browser.
As of Matomo (Piwik) 1.5, graphs in Matomo are drawn using open source technologies supported in all modern browsers: see Canvas and Jquery graphs blog post.
The GD library is not installed on your server. This library is required to produce the sparklines. Please ask your system administrator or your web host to install
php5-gd for you.
On linux, you can install php-gd by executing
apt-get install php5-gd on debian type systems, then restart your webserver.
If you are using Apache webserver and a module called
mod_security, please disable this mod_security module as it may sometimes cause Sparklines graphs to not display.
If after disabling all adblockers you still experience the issue, read on.
- Ask your webhost to increase the max_execution_time in your php.ini file, for example to 30 seconds.
- If you can’t change this setting, you can alternatively disable the feature to combine together CSS and JS files. To disable this feature, edit your config/config.ini.php and add the following:
[Development] disable_merged_assets = 1
(if you are using Matomo (Piwik) 2.4.1 or earlier, set this setting under the
Then, delete your browser cache and refresh Matomo: after a few seconds, it should display correctly again!
Matomo tracking, reporting, API do not require access to the Internet, and will happily function without access to Internet.
However starting in Matomo (Piwik) 2.0, the new Marketplace feature calls the Marketplace API (hosted at plugins.matomo.org and themes.matomo.org). If there is no internet connection when Matomo tries to call the API, when you visit any page in the Admin of Matomo, you may experience the following error message:
curl_exec: Connection timed out after 3000 milliseconds or
curl_exec: couldn't connect to host or this error:
Warning: file_get_contents (http://plugins.matomo.org/api/2.0/plugins) failed to open stream: HTTP request failed!
To prevent this error, you can disable all outgoing internet connections from your Matomo instance by adding
enable_internet_features = 0 to the
[General] section of your
config/config.ini.php file. You can still download free plugins, as well as purchase premium plugins, directly on the Marketplace. After you download or purchase plugin(s) on the Marketplace, you can install them manually in your Matomo.
If you are using a Matomo version before 3.6.0 or just want to disable the marketplace, you can do this by adding
enable_marketplace = 0 to the
[General] section of your
When tracking visits on an intranet website, Matomo assigns all page views to a few visitors who have very high page views count. How to fix it?
On Intranet websites, often most users have the same IP address, and often the same browser and configuration settings. This causes Matomo (Piwik) to believe that most page views come from the same visitor. To fix this on Intranet websites, see this FAQ: Enabling Matomo on Intranet websites.
When Matomo (Piwik) is showing a red cross image, or a broken image icon, it means that tracking visits is failing on your Matomo installation. It is not expected and should be investigated to fix the root of the problem as soon as possible (in the meantime, your visits are most likely not recorded).
To see where the error comes from, open your website in Firefox, right click on the broken image icon, and click on “View Image”. This should redirect you to the URL “yourwebsite.com/piwik/piwik.php?…” and the error message should be showing.
If the error message mentions MySQL, the error might come from a broken mysql instance or tables. Try to “repair” your MySQL tables (using phpMyAdmin for example).
If the error mentions “failed to open stream: No such file or directory” this might be caused by missing Matomo (Piwik) files. Make sure all Matomo files are properly uploaded.
For other errors, try to search on the search engine on Matomo.org.
You can also try the Matomo support forums for more help.
Unfortunately, Matomo (Piwik) is not compatible with the Apache web server module
mod_security nor with CA SiteMinder. If your web host uses mod_security to block requests containing URLs (eg. hosts like HostGator, The Planet), you should contact your provider to have your Matomo application whitelisted and have mod_security disabled for Matomo.
With mod_security (or CA SiteMinder) is enabled Matomo (Piwik) will look like it works but these security modules create major bugs in Matomo, including major data loss as requests are mistakenly discarded by the server! For more information, see this ticket on Matomo issue tracker.
Some of the error messages you may see in Apache error log when using mod_security include
client denied by server configuration:. When the other tool CA Siteminder is enabled, you may get:
Due to the presence of characters known to be used in Cross Site Scripting attacks, access is forbidden. This web site does not allow Urls which might include embedded HTML tags..
Almost all reports and dates are working fine except one or a small number of days/weeks/months/date ranges which display zero visit. How do I fix this issue and restore the missing data?
In rare cases, Matomo (Piwik) will show “no data” for a subset of data, for example for one day, one week or one month, while other periods will work fine and report all data as expected.
How to solve this problem?
- Firstly, if you are not using the latest Matomo (Piwik), please update Matomo to the latest version.
- Next, we will re-process the missing data. Please follow instructions in the FAQ How do I re-process my reports from the original raw logs?.
- Lastly, this is optional but we do recommend to setup auto archiving for your reports.
Congratulations! you should have now restored the missing data and likely prevented this issue from occurring in the future.
The Transitions Plugin gives you a report that shows the things your visitors did directly before and after viewing a certain page. There are few cases, where the data displayed in Transitions is slightly off compared to what you might expect.
The number of pageviews shown in the pages report doesn’t match the number of pageviews in the Transitions popover. There are several possible explanations:
- Since the pages report is pre-archived, it shows the numbers of time the archiving was launched. Transitions doesn’t use the archives but retrieves the number directly from the logs. So if you have more pageviews in Transitions and you are viewing a period that includes today, this might be why the numbers don’t match.
- The pages report sometimes aggregates multiple URLs into one row. For example when you track multiple domains, example1.org/home.html and example2.org/home.html will both end up in the row /home.html in the pages report. Transitions is based on unique URLs and will open on the URL with most pageviews that was aggregated into the row of the pages report. So if example1.org/home.html had more pageviews that example2.org/home.html, Transitions will open on the URL example1.org/home.html and show only statistics for this page.
- Before version 1.9, Matomo (Piwik) recorded URLs with the hash part (e.g. example.org/home.html#something) but didn’t show the hash part in the pages report. When you have tracked pages with different hash parts, the previous bullet point applies and you will see Transitions for the unique URL that had most pageviews of all the URLs aggregated into the row of the pages report you clicked on.
Another case of odd numbers is when the sum of the groups on the left does not equal the total number of pageviews. If you think that this is the case, first make sure that you have included the page reloads in your calculation. If the numbers still don’t match, read on.
This can happen when there were downloads or outlinks tracked directly before views of the page in the center. We could have added a group on the left “From Downloads” and “From Outlinks” but we decided not to, as it would make the interface more complex unnecessarily. Since we didn’t want to add the missing pageviews to any of the other numbers, the sum of all groups that are shown might differ from the total number of pageviews.
The main limitation of Transitions is that it only works on the period of time you still have the logs for. If you have set up Matomo (Piwik) to delete old logs, the pages report will still contain data from before because the reports were archived. Since Transitions reads its data directly from the logs it can only work if you still have the logs.
Another reason for an apparent case of incomplete data, is connected to the truncation of reports. Matomo (Piwik) doesn’t necessarily report every unique URL on your website, but instead there is a limit for the maximum number of rows in the pages report (which can be changed). Usually that’s not a problem because the number is high and if you haven’t heard about it yet, it probably doesn’t apply to you. But if this happens on your data, there might the case that for some days of a period, the page is listed under Others but not for other days. The report for the period is the sum of the daily reports and therefore it can happen, that a URL is “missing” on some days and not on others. The sum of the pageviews will be too low in the actions report but Transitions reports the number of pageviews correctly. It can do so because it doesn’t use the archives but the logs.
If your website has HTTPS / SSL pages, to ensure that all your visitors actions will be tracked on all browsers, you need to check that your SSL Server is correctly configured. We recommend to take the SSL Server test, for the URL of your SSL Matomo (Piwik) server. In particular you should check that “Chain issues” is “None”, otherwise some browsers (for example on Mobile devices) will not connect to your Matomo SSL Server and you will lose some visitor tracking data.
Matomo (Piwik) tracks visitors activity, and then computes aggregated reports. The settings page lets you
- 1) Delete the Tracking Logs and / or….
- 2) Delete the old processed stats reports
1) Delete old Tracking Logs
You can configure Matomo (Piwik) to automatically delete your older tracking logs from the database. Deleting old logs has many advantages: 1) it will free significant database space, 2) which will slightly increase performance, 3) for Privacy reasons, it is sometimes recommended to keep detailed logs only for 6 months or so, and remove older data.
To configure Log delete in Matomo (Piwik), login as the Super User, click on Administration > Privacy > Anonymize Data > Delete old visitor logs. You can then configure to Delete logs older than N days, and execute the log purging every day, every week or every month. When ‘Delete old logs’ is enabled, only the raw logs of activity will be deleted from the database. Specifically, only the Mysql tables starting with piwik_log_* are affected.
Important: When you enable automatic log deletion, you must ensure that all previous daily reports have been processed, so that no data is lost. See this FAQ for more information.
Deleted data: All deleted data is lost forever.
Transitions report: The Transitions report is processed in real time, using the logs. When deleting old log data, the report will display transitions only for the days that still have log data.
Unique visitors metrics: The Unique visitors metrics for Weeks, Months, Years will be available only for those date ranges that still have log data.
If you have properly setup the auto archiving script (see important note), you will still access all historical reports (even when logs are deleted).
You can also delete old logs data by using a console command. Read this FAQ for more information: How do I delete old visitors statistics for a given website and/or date?
2) Delete old reports data
If your Mysql database space is limited, you can also Delete old reports in Matomo (Piwik) > Administration > Privacy. You can choose to keep daily, weekly, monthly and / or yearly data. We recommend keeping monthly and yearly data as an interesting dataset.
If you enable any of the 2 features to delete old data, the Database estimate size will refresh and give you an idea how much space you would save using the feature. If you cannot wait for the next automatic tasks schedule, you can also force the purge by clicking on ‘Purge Now’.
I would like to import an existing Users database (login, password, emails) in Matomo, but the usernames and passwords are more permissive than what Matomo allows. How do I disable the checks on the Logins & Passwords?
When you automatically import your existing userbase in Matomo (Piwik) using the UsersManager API, you might want to disable the check of minimum length and valid characters for the User’s login and password.
In particular, Matomo requires a password at least 6 characters long, and a login string that must contain only valid characters (ie. letters, @, etc.).
You can disable these checks by adding in the file config/config.ini.php the following:
[General] disable_checks_usernames_attributes = 1
Your firewall may be blocking outbound HTTP requests. If you have a HTTP proxy (e.g., squid), you can configure the forward proxy as follows.
Edit your config/config.ini.php and add the following:
[proxy] host = ; Proxy host: the host name of your proxy server (mandatory) port = ; Proxy port: the port that the proxy server listens to. There is no standard default, but 80, 1080, 3128, and 8080 are popular username = ; Proxy username: optional; if specified, password is mandatory password = ; Proxy password: optional; if specified, username is mandatory
Once configured, Matomo (Piwik) will contact external hostnames using this proxy server.
“Segmentation fault Error”. Matomo reporting or via cron crashes with Segmentation Fault error. What to do?
Unfortunately, Segmentation fault Matomo (Piwik) errors mean that the lower level software has crashed in some unexpected fashion. In this case, most likely PHP or some of its specific modules (PDO, mysqli, etc.). It is possible to overcome this issue by updating these softwares.
If you get the Segmentation fault error, the solution is to:
- Upgrade Matomo (Piwik) and make sure to use the latest version
- upgrade PHP to the latest version
- upgrade PDO (and/or mysqli) to the latest version.
- you may also try to switch from PDO_MYSQL to MYSQLI in the config/config.ini.php ; edit the line “adapter = […]”
- if you still get the error, try disabling extensions such as eAccelerator, xcache and/or Suhosin, if you are using one of them.
- if you still get the segmentation fault error at this point, try the suggestion in this issue (if it works for you, please post a comment in this issue).
You should now have a working Matomo (Piwik) instance that does not crash, congratulations.
I get the error message: “Fatal error: require_once() [function.require]: Failed opening required XYZ in /path/piwik/XYZ.php on line X”. How can I get Matomo to work?
This error message means that PHP couldn’t include a file that Matomo (Piwik) requires. Please make sure all Matomo files are correctly uploaded on your server. You can reupload the missing files by looking at the error message, or reupload all Matomo files and try again: this should work!
If you get this error, this means that the PHP running on your webserver is too old. Please ask your webhost or sysadmin to upgrade your PHP to the latest PHP version: see Matomo (Piwik) requirements for further details.
If you have trouble running Matomo (Piwik), consider using one of our Official Matomo Hosting solutions.
When Matomo (Piwik) displays an error message
An error occurred: Cannot connect to the database this means that Matomo was not able to connect to your Mysql database.
To solve this problem you can:
- Contact your system administrators and ask them to verify that the Mysql server is up and running
- If your Mysql server is up and running, maybe the username or password used to connect has changed? To update the Mysql connection information, edit your configuration file
config/config.ini.phpto view and edit your connection details.
What should I do when I get the error message: SQLSTATE[HY000]  Can’t connect to local MySQL server through socket ‘/var/lib/mysql/mysql.sock’ (11)
This means that Matomo (Piwik) could not connect to your MySQL database. If you are on a dedicated server, you can try to restart the Mysql server by running, for example,
. If you are on a shared web hosting, we recommend contacting your web host and ask them to investigate why it fails to connect to the Mysql server.
I get the error “Warning: gzuncompress() [function.gzuncompress]: data error” when looking at my Matomo reports.
This error happens in very rare cases where, for some unknown reasons, the data was not properly recorded in the database. In Matomo (Piwik), all reports data is compressed (gzip) and then stored in the tables piwik_archive_*.
To fix this issue, look at the error message and search for “piwik_archive_blob”. For example, if the error looks like:
#0 Piwik_ErrorHandler(2, gzuncompress() [function.gzuncompress]: data error, /path/piwik/core/Archive/Single.php, 250, Array ([name] => Referers_searchEngineByKeyword,[typeValue] => blob,[table] => piwik_archive_blob_2009_05,[...]
You can find “piwik_archive_blob_2009_05”. Please delete this table in your Matomo (Piwik) database. Matomo will process it again next time you are viewing reports. This will fix the issue.
Emails sent from Matomo use the email address @defaultHostnameIfEmpty.example.org, how do I specify my domain name instead?
By default Matomo (Piwik) will try to detect the current Hostname and use it in all emails sent. In some cases, the hostname cannot be detected and Matomo will use “defaultHostnameIfEmpty.example.org”. You can specify your domain name to appear in From: email addresses by adding the following lines in your config/config.ini.php file:
[mail] defaultHostnameIfEmpty = mydomain.com
This will affect all emails sent from Matomo: Password reminder, Email reports. You can also change the default email address “From:” in PDF reports emails.
Matomo reports this error and fails: “Fatal error: Allowed memory size of X bytes exhausted (tried to allocate X bytes)”. What should I do?
You must increase PHP memory limit. See this page for more info.
Matomo reports this error and doesn’t continue: “Fatal error: Maximum execution time of 30 seconds exceeded in …”
Your PHP is configured to stop running a script after some time, generally 30 seconds. When Matomo (Piwik) is used on a websites with few thousands visits per day, then this limit might not be high enough. To fix this, modify in your php.ini the max_execution_time value to zero (which means no time limit):
max_execution_time = 0
This will ensure that Matomo (Piwik) always has enough time to process your analytics reports.
The MySQL server has gone away (error 2006) has two main causes and solutions:
- Server timed out and closed the connection. To fix, check that
wait_timeoutmysql variable in your my.cnf configuration file is large enough.
- Server dropped an incorrect or too large packet. If mysqld gets a packet that is too large or incorrect, it assumes that something has gone wrong with the client and closes the connection. To fix, you can increase the maximal packet size limit
max_allowed_packetin my.cnf file, eg. set
max_allowed_packet = 128M, then restart your MySQL server:
sudo /etc/init.d/mysql restart
The MySQL server error “Warning – Error while sending QUERY packet” has two main causes and solutions. Please check this FAQ for the solution.
Graphs in PDF/HTML reports and/or Matomo Mobile do not display characters correctly in my language (display squares instead).
To display unicode characters in the Static image graphs, please see this FAQ.
When I use force_ssl=1, I get “Too many redirects”. Also when I use https, CSV/PDF reports and graphs don’t work.
If you’re not using a reverse proxy, but using https with a web server that doesn’t set the HTTPS environment variable, you can either set assume_secure_protocol=1 or reconfigure your web server.
For example, lighttpd should be configured with setenv.add-environment = ( "HTTPS" => "on" ). Similarly, nginx users should use something like fastcgi_param HTTPS on;.
When you get an error message similar to
Warning: Unexpected character in input: '\' (ASCII=92) state=1 this means that your PHP version is not high enough. See this FAQ for more information.
Most of the time this warning is displayed, just after you have just migrated Matomo (Piwik) to a new URL or server, and the new hostname you use will not be the same as the stored one. In this case, ask your Matomo Administrator to update the Matomo Hostname in Settings > General Settings.
(for geeks only) How does this message improve security?
This warning is a security feature Matomo (Piwik) provides to make Matomo more robust and prevent the so-called “Host Injection” vulnerability. Attackers could try to send fake hostnames to Matomo in an attempt to get users to reset their password through an attacker’s server. If users do that, the attacker could gain access to Matomo. Matomo protects against this type of attack by storing a list of trusted hostnames and checking if the ‘Host’ HTTP header in any request is in this list. If it doesn’t match, we show you a warning.
You can also disable the trusted host security check if for some reason you get this warning a lot, for example if you use Matomo (Piwik) with a changing set of hostnames. To do so,edit your config/config.ini.php and add the following below [General]
This feature was developed as a “Security Best Practise”, following a suggestion by a security researcher working with Matomo (Piwik) through our Security Research program.
When included in an IFrame, Matomo reports do not load. How do I allow Matomo reports to load from within an iframe?
By default, for security reasons, Matomo (Piwik) prevents standard pages and reports to be included in an iframe.
If you wish to include widgets in your website or app, we recommend you use the standard “Widgets” mechanism.
If you wish to include the whole Matomo in an iframe, edit your config/config.ini.php under the category [General] add the following line:
If you also wish to enable the “Settings” pages (Manage websites, Users, etc.) to load in an iframe you can also add the setting:
When you get the error
Table piwik_log_visit is marked as crashed and last (automatic?) repair failed. it means that the Mysql tables got partially corrupt and must be repaired. This problem may occur for various reasons (such as missing space on the disk) but it should occur very rarely.
It is possible to solve this problem by connecting to your Mysql server and executing the following queries:
REPAIR TABLE piwik_log_visit;
piwik_log_visit with the name of your crashed table as it appears in the error message)
This may not work, in which case use the following solution:
cd /var/lib/mysql/your_piwik_database myisamchk -r -v -f ./your_table_repair
Your tables should now be repaired and Matomo (Piwik) up and running!
When you use Matomo (Piwik) and view the information displayed in any report, there are options you can use to configure how the data is displayed. For example you may change: the number of rows displayed in the report, the column being sorted, the visualisation being used (table, graph, treemap, etc.), etc. When a user changes one of these settings in any report, these settings are saved by Matomo so that the next time the user views this report, the report will be displayed as it was last configured by the user.
In some rare cases, you may want to reset these stored settings so that all of Matomo (Piwik) reports will be displayed with the default settings. For example, this is useful when the Visitor Log or Segmented Visitor Log fails to load for a user, often because the user had selected ‘all’ in the bottom-right dropdown, which may create performance issues on high traffic websites when Matomo tries to load thousands of visits in the log.
To reset the report settings for all users at once, run the following SQL query:
DELETE FROM piwik_option WHERE option_name LIKE "viewDataTableParameters_%";
To reset the report settings for a particular user
my-username run the following SQL query:
DELETE FROM piwik_option WHERE option_name LIKE "viewDataTableParameters_my-username%";
By default, Matomo (Piwik) will truncate Page URLs and Page Titles after 1024 characters (1 Kb). If you are tracking Page Titles or Page URLs that are longer than 1024 characters, Matomo will truncate (cut off) the extra characters. To make sure that Matomo correctly tracks even your long Page Urls and Page titles, edit your
config/config.ini.php and add the following:
[General] page_maximum_length = 2048
After making the change, Matomo (Piwik) will track up to 2048 characters in your Page URLs and Page Titles. You may adjust the value appropriately for your use case.
There are a few possibilities with regards to debug logging in Matomo (Piwik).
- Enable logging in the Tracker can be useful to debug Tracking issues or improvements. See the documentation page about enabling Debug logging in the piwik.php tracker
Enable logging in the Matomo (Piwik) UI: by default, Matomo logs messages in the UI (using notification boxes). If you want additional logging details, or if you want to enable logging to a file you can edit your config.ini.php and set the following options:
[log] ; Possible values are "screen" (default value), "file" and "database" (logs to tables logger_*) log_writers = file ; Possible values are ERROR, WARN, INFO, DEBUG log_level = WARN ; if configured to log to file, log entries will be written to this file logger_file_path = tmp/logs/piwik.log
All logging configuration options can be found in config/global.ini.php
MonologPlugin must be activated in your Matomo (Piwik) server, you can check it by going to Administration > Plugins.
- Once you have enabled logging, you can easily view & search the logs by using our LogViewer plugin: learn more in How do I view Matomo (Piwik) application logs?
You may also enable SQL logging & profiling to see the list of SQL queries executed by Matomo (Piwik) on any given page or widget. First, enable logging on screen (see point above). Then, edit your config.ini.php and add the following:
[Debug] enable_sql_profiler = 1
Matomo (Piwik) will then output all SQL queries, group them by unique query, and show the total time spent as well as average time spent on each query.
This issue is generally caused by missing files in your piwik directory. To fix this issue, please reupload all files from the latest Matomo (Piwik) version to your server.
If after re-uploading all the files from the latest version you still experience this issue, try to restart the web server.
If you still have the issue after doing those two steps, it may be a bug in Matomo (Piwik). Please create a bug report.
How do I fix the error ‘Unable to find the wrapper “https” – did you forget to enable it when you configured PHP?’
To solve this error, you need to install the OpenSSL package for PHP on your webserver.
On a FreeBSD server, you may need to install the following package:
php53_openssl and restart your webserver.
On a Windows server, open your php.ini config file and simply uncomment the following line:
and restart the webserver. The error should be resolved.
When Matomo (Piwik) is setup to delete old logs, after the log deletion, we will run OPTIMIZE queries to claim the lost Mysql space on the database tables. These queries can be very slow to run and can cause problems on extremely large Matomo servers. If you see SQL queries and the server load going up out of control, with queries queueing because of an OPTIMIZE TABLE query, we recommend to disable all OPTIMIZE TABLE queries. To do so, edit config/config.ini.php and add:
Note: Matomo (Piwik) will never OPTIMIZE table which are Innodb, we will only OPTIMIZE tables of the Myisam type.
Matomo (Piwik) processes huge amount of data and then stores this data in the database. For improved performance, Matomo tries to import a lot of data in the database at once using a Mysql feature called “LOAD DATA INFILE”. You can check whether your server supports this performance improvement in Administration > System Check menu. The system checks two commands: LOAD DATA INFILE and LOAD DATA LOCAL INFILE. It’s enough if either one of these work.
If you are not seeing a green tick under “Database abilities”, try the following troubleshooting steps:
- Check that the sql user that Matomo (Piwik) is using has the permission to import the files:
GRANT FILE on *.* to piwik@localhost
- Check the “mysqld” process can access the file created in the tmp/assets directory in the piwik-installation:
- give the process mysqld executable-access (+x) to files in
path/to/piwik/tmp/assets/*and all parent folders.
- check that the request isn’t blocked by apparmor or any other security-software when accessing this folder. If you are using Ubuntu, you may have to disable apparmor which prevents mysql from accessing files in path/to/piwik/tmp/*
Edit the file
/etc/apparmor.d/usr.sbin.mysqldand add the following path in the file:
Then restart apparmor with
sudo /etc/init.d/apparmor restart
- in your Mysql configuration (my.cnf) set the following options:
- give the process mysqld executable-access (+x) to files in
Then restart Mysql.
If the LOAD DATA INFILE is still not working, try the following:
- check in your config/config.ini.php that you do not have
enable_load_data_infile=0. If you see this line in the file, delete it.
- and/or update to the latest PHP version, or use the mysqli client (there are some known bugs with older PDO clients for mysql)
- and/or switch the client to
adapter=MYSQLIin the config/config.ini.php
- and/or disable in your php configuration php.ini the options
safe_mode. Restart webserver.
- on Ubuntu / Debian servers, you may try to uninstall
php5-mysqlpackage and install instead php5-mysqlnd:
sudo apt-get install php5-mysqlnd
If you still cannot make LOAD DATA INFILE work, you can disable this feature completely. This is not recommended for medium to high traffic Matomo (Piwik) where this feature should be enabled. To disable LOAD DATA INFILE add to your config.ini.php file under
To make sure search engines will not crawl any request to your Matomo (Piwik), create a file
robots.txt at the root of your Matomo server with the following content:
User-agent: * Disallow: /
If you get the following error:
Fatal error: Maximum function nesting level of '100' reached, aborting! in
core:archive console output or in the Matomo (Piwik) UI, you can solve this problem by editing the Xdebug PHP extension settings in php.ini or xdebug.ini and add the following:
xdebug.max_nesting_level=500. After making the change, restart your web server.
If you are upgrading from an old Matomo (Piwik) version (pre Matomo 2.1.0), you may be still using Myisam tables and getting errors such as “Waiting for table level lock”.
Such errors are occuring because your tables are not yet in InnoDB engine. You can convert your tables by using a specific SQL command. Note that the conversion of your big tables from Myisam to InnoDB will take some time and require a lot of RAM and space in the
Run the following SQL query:
SET @DATABASE_NAME = 'name_of_your_piwik_db'; SELECT CONCAT('ALTER TABLE `', table_name, '` ENGINE=InnoDB;') AS sql_statements FROM information_schema.tables AS tb WHERE table_schema = @DATABASE_NAME AND `ENGINE` = 'MyISAM' AND `TABLE_TYPE` = 'BASE TABLE' ORDER BY table_name DESC;
Running this SQL query will generate a SQL ALTER statement which you can then execute to convert all your Matomo (Piwik) database tables from Myisam into InnoDB.
Copy paste the output of this SQL query and run this in your Matomo (Piwik) database and all your tables will be upgraded to InnoDB.
If your database is large, you may want first to temporarily enable the maintenance mode.
If you get the error
PHP Fatal error: Call to undefined function Matomo\\Plugins\\CoreAdminHome\\imagecreatefrompng() it means that you need to install the GD extension for PHP. The GD extension is required for Matomo (Piwik) to generate report graphs, generate sparklines graphs, as well as to upload a custom logo. To check whether the GD extension is installed on your server, go to Matomo > Administration > System Check.
If you think you have found a bug, please read our guide on how to submit a bug report.
We appreciate if you take the time to report bugs that you experience with Matomo (Piwik). With your help, we will build the most reliable analytics platform!
Learn more about our Quality Assurance efforts.