Forums

Internal Server Error / Jetpack

  1. I'm getting the dreaded "Internal Server Error" message when I try to access my wordpress posts through the IOS app on my iPad. I've done the whole 'deactivate all of my plugins and reactivate them one-by-one' process, and the plugin that seems to be causing the issue is actually the Jetpack plugin.

    In addition, when checking the Stats page on the iOS App, under "Published", it says "An error occurred while retrieving data. Retry in a bit!". But this has been happening for some time. I'm kind of tired of having to log in through the web and deactivating jetpack every time I want to make a change to my website through the app.

    I've seen posts on this subject in the past, but none ever seem to have an actual resolution that doesn't involve simply eliminating the troublesome plugin. That isn't really an option for jetpack.

  2. Hi sdow1,

    Is this your site - http://www.very-simple.com/blog ? Can you try activating the Jetpack plugin on that site now and connecting to your account at WordPress.com so we can run some tests? It doesn't look like it's connected at the moment.

    If there's a problem with the Jetpack connection then this is likely to cause issues with the stats in the app as well. I'm hoping that if we can fix one problem we'll also fix the other.

  3. I've reactivated it and reconnected it (and immediately got the internal server error again on my iOS app).

    I had deactivated it so that I could function remotely. I've been exploring alternatives to jet pack given the ongoing issues, but any assistance would be great!

  4. Thanks! The connection looks ok as far as I can tell. Does the error message appear every time you tap to view posts in the app? Does it say "internal server error" exactly?

    Can you paste the log files from your device in here so we can take a look? These can be found at Me > Help & Support > Activity Logs. Thanks!

  5. Activity log below

    Also, here is a screenshot of the error: https://flic.kr/p/u1EEKX

    It occurs every time i try to view posts when the jet pack plugin is active. When I deactivate the plugin, everything is fine. This occurs on BOTH my iPhone and my iPad.

    2015/06/01 16:54:28:080  WPAnalytics session started
    2015/06/01 16:54:28:178  ===========================================================================
    2015/06/01 16:54:28:179  Launching WordPress for iOS 5.1 (5.1)...
    2015/06/01 16:54:28:179  Crash count:       1
    2015/06/01 16:54:28:179  Debug mode:  Production
    2015/06/01 16:54:28:179  Extra debug: NO
    2015/06/01 16:54:28:180  Device model: iPhone 6 (iPhone7,2)
    2015/06/01 16:54:28:181  OS:        iPhone OS 8.3
    2015/06/01 16:54:28:181  Language:  en
    2015/06/01 16:54:28:181  UDID:      C6EF72BC-ACF4-4FED-9DE4-6BE8715F36E5
    2015/06/01 16:54:28:181  APN token: b8f591266ec81efb32e4d2727a63cecb3c322a53897314022939866c3a099a40
    2015/06/01 16:54:28:181  Launch options: (null)
    2015/06/01 16:54:28:181  All blogs on device:
    2015/06/01 16:54:28:183  Name: very simple URL: www.very-simple.com/blog XML-RPC: http://www.very-simple.com/blog/xmlrpc.php isWpCom: NO blogId: 1666764 jetpackAccount: PRESENT
    2015/06/01 16:54:28:183  ===========================================================================
    2015/06/01 16:54:28:549  WPAppFilesManager cleanUnusedMediaFileFromTmpDir
    2015/06/01 16:54:29:070  <WordPressAppDelegate: 0x1702a9060> applicationDidBecomeActive:
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    2015/06/01 16:54:29:291  0 media items to check for cleanup
    2015/06/01 16:54:29:296  Device token received in didRegisterForRemoteNotificationsWithDeviceToken: b8f591266ec81efb32e4d2727a63cecb3c322a53897314022939866c3a099a40
    2015/06/01 16:54:34:331  <PostsViewController: 0x14e51f6d0> viewDidLoad
    2015/06/01 16:54:36:836  Showing alert with title: Internal Server Error and message Received 'Internal Server Error'.
    It seems there is a problem with your WordPress site
    2015/06/01 16:54:38:251  Helpshift Enabled
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    2015/06/01 19:22:30:042  Deleting Post: <Post: 0x1742e5f80> (entity: Post; id: 0xd000000000dc000e <x-coredata://0D83C9E4-AA7A-4D1D-9B5B-19B92478B7C1/Post/p55> ; data: {
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        content = "The O'Neill building.  They spend years renovating/refurbishing this thing, and a few months ago a giant piece of masonry fell off the front of the building into the street.  Doesn't make me want to l";
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    2015/06/01 19:23:01:229  <PostsViewController: 0x14e716470> didReceiveMemoryWarning
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  6. Hi sdow1,

    Can you try activating the JSON API module in Jetpack settings?

    Sign into the Dashboard of your site and go to Jetpack > Settings and click "Activate" next to JSON API. Then try opening the app again. Let me know if this fixes the problem.

  7. No joy. Still getting the same internal server error. I'm copying the latest info for my activity log (drilling down to just the line items from the last hour to avoid eating the whole thread).

    2015/06/02 11:06:51:585 <WordPressAppDelegate: 0x1702a9060> applicationWillEnterForeground:
    2015/06/02 11:06:51:951 <WordPressAppDelegate: 0x1702a9060> applicationDidBecomeActive:
    2015/06/02 11:06:56:436 <PostsViewController: 0x14e726ba0> viewDidLoad
    2015/06/02 11:07:02:860 Showing alert with title: Internal Server Error and message Received 'Internal Server Error'.
    It seems there is a problem with your WordPress site
    2015/06/02 11:07:15:842 <WordPressAppDelegate: 0x1702a9060> applicationWillResignActive:
    2015/06/02 11:07:16:458 <WordPressAppDelegate: 0x1702a9060> applicationDidEnterBackground:
    2015/06/02 11:07:17:897 <WordPressAppDelegate: 0x1702a9060> applicationWillTerminate:
    2015/06/02 11:07:20:147 WPAnalytics session started
    2015/06/02 11:07:20:204 ===========================================================================
    2015/06/02 11:07:20:205 Launching WordPress for iOS 5.1 (5.1)...
    2015/06/02 11:07:20:205 Crash count: 1
    2015/06/02 11:07:20:205 Debug mode: Production
    2015/06/02 11:07:20:205 Extra debug: YES
    2015/06/02 11:07:20:207 Device model: iPhone 6 (iPhone7,2)
    2015/06/02 11:07:20:207 OS: iPhone OS 8.3
    2015/06/02 11:07:20:207 Language: en
    2015/06/02 11:07:20:207 UDID: C6EF72BC-ACF4-4FED-9DE4-6BE8715F36E5
    2015/06/02 11:07:20:208 APN token: b8f591266ec81efb32e4d2727a63cecb3c322a53897314022939866c3a099a40
    2015/06/02 11:07:20:208 Launch options: (null)
    2015/06/02 11:07:20:208 All blogs on device:
    2015/06/02 11:07:20:210 Name: very simple URL: http://www.very-simple.com/blog XML-RPC: http://www.very-simple.com/blog/xmlrpc.php isWpCom: NO blogId: 1666764 jetpackAccount: PRESENT
    2015/06/02 11:07:20:210 ===========================================================================
    2015/06/02 11:07:20:574 WPAppFilesManager cleanUnusedMediaFileFromTmpDir
    2015/06/02 11:07:20:683 didFinishLaunchingWithOptions state: 1
    2015/06/02 11:07:20:751 <WordPressAppDelegate: 0x1702a4800> applicationDidBecomeActive:
    2015/06/02 11:07:20:812 0 media items to check for cleanup
    2015/06/02 11:07:20:872 Device token received in didRegisterForRemoteNotificationsWithDeviceToken: b8f591266ec81efb32e4d2727a63cecb3c322a53897314022939866c3a099a40
    2015/06/02 11:07:20:892 Feedback response received: {
    "feedback-enabled" = 0;
    }
    2015/06/02 11:07:21:427 Synced push notification token and received device ID 10334265 with settings:
    {
    achievements = {
    desc = Achievements;
    "long_desc" = "I've reached an achievement on my blog";
    value = 1;
    };
    comments = {
    desc = Comments;
    "long_desc" = "Someone comments one of my posts";
    value = 1;
    };
    follows = {
    desc = Follows;
    "long_desc" = "Someone follows my blog";
    value = 1;
    };
    "mute_until" = {
    desc = "Mute Push Notifications";
    value = 0;
    };
    "muted_blogs" = {
    desc = "Muted Blogs";
    "long_desc" = "Blogs I don't want receive push notifications";
    value = (
    {
    "blog_id" = 1666764;
    "blog_name" = "very simple";
    url = "http://www.very-simple.com/blog/";
    value = 0;
    }
    );
    };
    other = {
    desc = Other;
    "long_desc" = "Other Notifications!";
    value = 1;
    };
    "post_likes" = {
    desc = Likes;
    "long_desc" = "Someone likes one of my posts";
    value = 1;
    };
    reblogs = {
    desc = Reblogs;
    "long_desc" = "Someone reblogs one of my posts";
    value = 1;
    };
    }
    2015/06/02 11:07:22:399 <PostsViewController: 0x15557cc30> viewDidLoad
    2015/06/02 11:07:26:715 Showing alert with title: Internal Server Error and message Received 'Internal Server Error'.
    It seems there is a problem with your WordPress site
    2015/06/02 11:07:30:297 Helpshift Enabled

  8. Ok, can you try one more thing for me? Very occasionally themes have caused issues with the app. Would you mind changing to a default theme temporarily and then testing the app again? It would be good to rule out a theme issue if we can. Thanks!

  9. I switched to twenty-twelve for the time being (as much as it pained me!), and I'm still getting the same error.

    Again, I have done all of the recommended troubleshooting, and the only thing that creates the problem for me is having the jetpack plugin active. If I turn that off, everything works fine.

  10. Thanks very much.

    I've just reported this to our mobile team to have a closer look and will keep you posted.

    In the meantime, how are you signing into WordPress.com when you connect Jetpack? Do you use your email address or username? There was a recent bug where signing in with the email address was causing authentication problems in the app. If you've signed in with your email address can you try disconnecting from WordPress.com in the app - Me > Disconnect from WordPress.com - and then sign back in with your username instead?

  11. I was already using my username, not my email, but just to be on the safe side, I disconnected and reconnected using my username (both on the app and on the web), and i'm still getting the error.

    I know you're trying! and I do appreciate it! I just wish one of these things would actually solve the issue :(

    Thanks,
    Sam.

  12. Also, i'm going to revert back to my customized them now, since that didn't solve the problem.

  13. Yes, please feel free to change back to your regular theme. Thanks for having a look. I'll see whether our mobile development team have any ideas and get back to you.

  14. Hi sdow1,

    Are you able to access the log files on your server for us to have a look? You can email them to us at mobile-support@automattic.com.

  15. Let me check when I get home. I definitely can't do it from my work computer.

  16. FYI - I sent over the error log files last night.

  17. Thank you! I'll dig them out now.

  18. ejacintobnring
    Member
    Oct 3, 2015, 3:48 AM

    I'm having the same issue. And I contracted somebody through the app and they to,d me to copy the logs as well and I Did now the app crashes every time I try to go to help n support.

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