[WP Smush Pro] WP Smush Pro CDN Removed All Images in Image Library

I am running in multisite.

You said enabling the CDN would *not* impact the media library and that all images were stored safely if the CDN was disabled.

This is not true.

All images in all sub-sites have gone missing within the media library in WordPress. The physical files are still on the server...

This happened instantly when CDN was turned off.
See https://www.screencast.com/t/rwi4RlsD11

This is urgent as it is impacting *all* sites within our network.

  • Ashik
    • Staff

    Hi johnol,

    Thank you for contacting WPMU DEV support.

    Sorry to hear that you're having an issue with Smush. Can you please grant support access for us? So, we can take a closer look into it and find out the solution for you. Please visit this link https://premium.wpmudev.org/docs/getting-started/getting-support/#chapter-5 and follow the instructions to grant support access.

    Let us know once it's granted because we don't get any notification about it. Looking forward to hearing from you.

    Regards,
    Ashik

  • Aditya
    • Staff

    Hi johnol,

    I tried to access your site but it seems like your security settings have blocked me accessing your site.

    Also, I did try to turn off Smush CDN on my test sites and couldn't replicate the issue. It is quite possible that there might be some conflict on your site which might be causing this.

    Please run a conflict test as mentioned in this flowchart: https://premium.wpmudev.org/wp-content/uploads/2015/09/Support-Process-Support-Process.gif

    Please follow the flowchart from top to bottom based on the "Yes" and "No" condition.

    You can read more about plugin conflict in https://premium.wpmudev.org/blog/wordpress-plugin-conflicts-how-to-check-for-them-and-what-to-do/

    Note: Before performing the conflict test, please take a backup of your complete site so as to be on a safer side.

    If this doesn't solve the issue, please send me your credentials so that I may go ahead and troubleshoot the issue further. Please do not share your credentials here as this is a public forum, You can send credentials by using our secure contact form: https://premium.wpmudev.org/contact/#i-have-a-different-question

    - To Mark to my attention, the subject line should contain only: ATTN: Aditya Shah

    -WordPress admin username
    -WordPress admin password
    -login url
    -FTP credentials (host/username/password)
    -link back to this thread for reference
    -any other relevant urls

    Please do follow up on the ticket once you have sent the above credentials.

    Best,
    Aditya Shah

  • johnol
    • Site Builder, Child of Zeus

    To be clear:

    I have turned off all plugins and verified this is not caused by a plugin conflict.

    Turning your CDN on and then turning it off has *destroyed* our multisite media galleries. Need to know how to repair.

    Make sure you are running multisite and make sure your image libraries span years and have thousands of images... otherwise your test isn't comparable.

    I cannot give you our admin access for security and compliance purposes. We will send you credentials and bypass codes so you can access.

  • johnol
    • Site Builder, Child of Zeus

    We have granted you access. As mentioned in the private message:

    IMPORTANT: Our system *bans* access from many parts of the world. You can try and access. However, if our system blocks you, we'll need to know what countries you will be accessing our system from so we can temporarily safelist.

  • Aditya
    • Staff

    Hi johnol,

    Thank you for providing me the access credentials. However, I could not access the site. I am checking it from India, can you whitelist the country so that I may check the site?

    Also, I see that you did not provide me with the FTP credentials, can you check via FTP if these images are present in your uploads folder or not?

    Best,
    Aditya Shah

  • johnol
    • Site Builder, Child of Zeus

    Access from India has been temporarily granted.

    As I mentioned at the outset, we've already verified the files in question exist within the server.

    But to satisfy your repeat request...

    * Here is an example file on the server https://www.screencast.com/t/8LrMJen0
    * Here is the error when trying to access the file https://www.screencast.com/t/4yRg35rpxU0
    * Here is the error in the backend of wordpress https://www.screencast.com/t/HpHd9I0R5h

    This has impacted ALL sites and ALL images in our multisite install. Clients are incredibly upset.

    This instantly occurred directly after deactivating the Smush CDN. You guys broke our multisite. Please fix it.

  • johnol
    • Site Builder, Child of Zeus

    THIS HAS BEEN RESOLVED.

    Proving once again that correlation does not always equate cause and effect, we found that .htaccess rules had been tweaked causing this issue.

    It appears the .htaccess rule was added by a plugin that had been removed. Thus why it didn't make it on the radar as suspicious.

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