Restored Images cannot be Optimized again (Unsupported file format”

Hello, flexpavillion

I hope this message finds you in good spirits. I’m sorry to hear that you are having this experience.

I understand that you are getting an error message- “Status: Error Reason: Unsupported file format. Only JPEG, PNG, WEBP, or GIF are supported” for images that were previously optimized but are now being restored- it can be due to several factors. I’ll try to help you with the information I’ve gathered. The best thing to do would be to write to Elementor direct support and provide more information related to the issue, such as system information and error messages in the Google console. However, I will do my best to help you.

1. Cached data from the first optimization process could interfere with the second attempt. The system may be referencing old or corrupted cache data. Clear all caching mechanisms (both server and browser) that may be interfering with the image optimization plugin.
2. In my experience, the files may be corrupted or changed after restoring the images, which may have been modified or corrupted. This could change their internal formatting, causing the optimizer not to recognize them as valid PNG or WEBP files. Try downloading the restored images and making sure they display correctly in standard image viewers or editing software. If the images do not open, they are probably damaged.
3. There might be an issue with our image optimization tool, either a bug or a server-related limitation that does not recognize the restored images. Make sure that the file permissions of the restored images are correct. Sometimes, incorrect permissions can prevent our optimizer from accessing or modifying the files.
4. If the above does not work, it is possible that the restore process reverted the files incorrectly or that they were restored in a different or invalid format. The underlying file structure could be incorrect even if the file extensions are .png or .webp. Try downloading the restored images and then reactivating them in the media library. This may avoid any potential issues caused by the restoration.

If none of these steps resolves the issue, we can dig deeper by inspecting the Google Console errors and system information. In this case, sending us the page or additional information may help us detect any errors or conflicts in the console after running these staging.

Let me know how it goes or if you need further assistance!

Have a fantastic day/evening. 

Hey Joel, thanks for the response.

1. I flushed cache and tried several browsers, same issue.
2. I downloaded the restored images and they open fine.
3. Permissions across all media uploads is 0644.
4. Downloading restored image and reoptimizing again might work, but wouldn’t help our workflow.

I also reported this on github but got no response. I will report on the Elementor repository I guess. I need a confirmation that this issues will be fixed and this plugin is still being developed, otherwise we need to cancel our subscription

Dear flexpavillion

First of all, I would like to sincerely apologize for the issue you are facing and thank you for your patience while we reviewed your case.

Be reminded that according to www.remarpro.com’s guidelines, we can’t offer support for commercial products here. In order to provide you with the best possible assistance, please create a ticket directly with our dedicated support team.

When you submit the ticket, you should receive a case ID in a format similar to “Case #JS8723HJKXXX.” Please share this case ID with us once it’s been created so we can confirm that it’s been received and continue to monitor your issue.

Thank you again for your understanding and cooperation. We look forward to resolving this matter as quickly as possible.

Best regards,

Due to inactivity this ticket has been closed.