[WP Smush Pro] Images lost and Pro unable to update after server migration

Hi, Our hosting has moved all of our sites on one server 5.77.44.35 to a new one 5.77.50.201 I have seen on one of the sites that images are now missing and I have tried to upgrade smush pro and got error do I need to change settings somewhere to say that the sites are now on a different server?
you can see that the same image is showing on https://www.steeleandco.co.uk/removal-services/removals-basingstoke/ but not on https://www.steeleandco.co.uk/removal-services/winchester/ . I have seen some support message about converting ong to jpg, this might be the issue so I have turned off auto convert but do I have to upload all images again? Thanks, Mark

  • Katya Tsihotska

    Hi mark lloyd

    Hope you're having a great day!

    you can see that the same image is showing on https://www.steeleandco.co.uk/removal-services/removals-basingstoke/ but not on https://www.steeleandco.co.uk/removal-services/winchester/

    I've checked those pages and it looks like the issue isn't with the image itself, it happens because the CSS class bannerheight is for some reasons missed on the second page. This class is responsible for the height of the block with the image, and as it's missed, this block has heigh 0px. Once I've added this class in the needed place via the browser developer tools, the image appeared as it should.

    So, as it's not an issue with the image, there is no need to re-upload any images. Do you have other images those are missed? Could you describe where we can see them?

    I have tried to upgrade smush pro and got error do I need to change settings somewhere to say that the sites are now on a different server?

    Normally, there is no need to do this. Could you please provide us with there error message you're getting?

    Also, in order to better help you with both issues, we need to have a closer look at your site, could you please grant us temporary support access to your website so we can have a better look at your setup and settings? You can grant us access via WPMUDEV Dashboard plugin, there's no need to share credentials. Here's our detailed documentation page about it:
    https://premium.wpmudev.org/docs/getting-started/getting-support/#chapter-5

    Kind regards,
    Katya

  • mark lloyd

    Hi Katya, thanks for getting back to me, yes I can now see this ok will ask the developer but I have seen that the secondary images on the page, scroll down and see where the image would be on the left have disappeared, I have just compared servers and I can see that the hosting company has copied the files but the original .pngs are not there but the smushed .jpgs are and for some reason template has changed the image name and dropped the name after the / this is what was there on way back machine image https://www.steeleandco.co.uk/wp-content/uploads/2015/03/removal-services-2-285x270.png https://web.archive.org/web/20161117013322/http://www.steeleandco.co.uk/removal-services/winchester/ and you can see on the live site it is now <img width="285" height="270" src="https://www.steeleandco.co.uk/wp-content/uploads/2015/03/" class="attachment-post-thumbnail size-post-thumbnail" alt="house removals Basingstoke, Winchester, Southampton Hampshire, Bishops Waltham, Alresford, Eastleigh, Chandlers Ford, Fareham" /> where it is finishing 03/. This has all happened since the hosting company has copied the site to a new server and I can only assume something has happened to the images in this move, but know idea what?

  • Katya Tsihotska

    Hi mark lloyd

    Hope you're doing fine today!

    Good news first! I've tried to update Smush Pro on your site and haven't faced any issues, so it's successfully updated now. Looks like that was a temporary issue. Let us know if you're facing any issues with updating other our plugins.

    As for the issue with images, I've further checked your site and noticed that the same issue with image URL present in the media library as well. The image thumbnail isn't shown and when I've checked its URL, it seems to be corrupted in the same way:
    https://www.steeleandco.co.uk/wp-content/uploads/2015/03/

    However, when I open the media item page, I see that File URL and File name are correct:

    I've tried to upload another PNG file to your media library and it has the same issue. So looks like there is a problem during conversion from PNG to JPEG. However, I wasn't able to replicate this on my test site, so it might be your site-specific issue.

    In order to diagnose your issue, I'd request you to perform the two tests mentioned in the following:
    1. Just to make sure no other plugin is causing this, can you please do a plugin conflict test?
    The simplest way to perform a plugin conflict test:
    * Login to your site via FTP
    * Navigate to wp-content
    * Rename the plugins folder to _plugins
    * Create a new empty plugins folder
    * Move the plugin folder (ex: wp-smush-pro) you want to test from _plugins to plugins
    * Check if the issue still persists (try to upload PNG file and check if it shows correctly in the Media Library), if the issue gone, proceed to the next step
    * Then, one at a time, move other plugin folders over from _plugins to plugins until the symptom returns

    NOTE: While you are doing this, do not visit WP Admin > Plugins on your site. This will ensure that your plugins remain active when you copy them back over.

    Let us know about results.

    2. Enable wp debug. To enable WP_DEBUG, change the following line in your wp-config.php file:
    define('WP_DEBUG', false);
    To this:

    // Enable WP_DEBUG mode
    define( 'WP_DEBUG', true );
    // Enable Debug logging to the /wp-content/debug.log file
    define( 'WP_DEBUG_LOG', true );
    // Disable display of errors and warnings
    define( 'WP_DEBUG_DISPLAY', false );
    @ini_set( 'display_errors', 0 );

    Please make sure to add the above code just before the line /* That's all, stop editing! Happy blogging. */

    After this, try to replicate the issue again by uploading a PNG file to the Media Library. Then go to /wp-content folder and check if debug.log file is there. If it's there. download it, save as debug.txt and attach to your next reply.

    In the meantime, as there are only 3 images with the issue, the fastest way to fix the issue with images on the front end of your site, would be to re-upload them to your media library via WordPress media uploader (WP Admin -> Media -> Add new) and re-attach to the relevant posts/pages. Please, make sure you're uploading already optimized JPEGs instead of original PNGs.

    Here is the list of the images those need to be re-uploaded:
    https://www.steeleandco.co.uk/wp-content/uploads/2015/03/Stroge.jpg
    https://www.steeleandco.co.uk/wp-content/uploads/2015/03/storage.jpg
    https://www.steeleandco.co.uk/wp-content/uploads/2015/03/removal-services-2.jpg

    Kind regards,
    Katya

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