{"id":876,"date":"2024-05-07T11:44:53","date_gmt":"2024-05-07T11:44:53","guid":{"rendered":"https:\/\/kb.shortpixel.com\/docs\/i-received-an-e-mail-that-says-some-of-my-images-are-not-accessible-what-should-i-do\/"},"modified":"2025-09-15T06:51:56","modified_gmt":"2025-09-15T06:51:56","password":"","slug":"i-received-an-e-mail-that-says-some-of-my-images-are-not-accessible-what-should-i-do","status":"publish","type":"docs","link":"https:\/\/kb.shortpixel.com\/knowledge-base\/article\/i-received-an-e-mail-that-says-some-of-my-images-are-not-accessible-what-should-i-do\/","title":{"rendered":"I received an e-mail that says some of my images are not accessible. What should I do?"},"content":{"rendered":"\n<p>When using one of our products, you may receive an e-mail like this one:<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" src=\"https:\/\/kb.shortpixel.com\/wp-content\/uploads\/2025\/08\/file-PvqmqlsQ5y.jpg\" alt=\"\"\/><\/figure>\n\n\n\n<p>The content may slightly change, depending on several factors, but the main issue remains: ShortPixel&#8217;s servers need to access your images to optimize them, but for some reason they can&#8217;t, and because of this some or all of your images are not being optimized.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why can&#8217;t ShortPixel access my images? What should I do?<\/h2>\n\n\n\n<p>Here are some of the usual reasons for this and possible solutions:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>ShortPixel&#8217;s servers are being blocked<\/strong>. Please <a href=\"https:\/\/shortpixel.com\/knowledge-base\/article\/ips-to-be-whitelisted\/\" rel=\"noopener\">whitelist our IPs<\/a> from your security plugin(s), firewall service, server\/host and CDN.<\/li>\n\n\n\n<li><strong>Your image(s) are publicly inaccessible<\/strong>. To confirm this: copy the image URL and open it on an Incognito\/Private window. If the image is not visible, it means it is not publicly accessible. Please contact your hosting provider so they can further assist you.<\/li>\n\n\n\n<li>Some plugins add lines to the <strong>.htaccess<\/strong> file and because of this our servers aren&#8217;t allowed to access your website&#8217;s images. You can easily test if that&#8217;s your case by temporarily moving renaming your <code>.htaccess<\/code> file to <code>.htaccess_test<\/code>&nbsp;and see if the images get optimized again.<\/li>\n\n\n\n<li><strong>The image files&nbsp;do not&nbsp;actually&nbsp;exist&nbsp;on disk<\/strong>, or at least some thumbnail versions are missing. Sometimes your WordPress Media Library will show your images, but the full original image and\/or some thumbnails will be missing from your disk. If you suspect that&#8217;s the case, you could use our plugins <a href=\"https:\/\/wordpress.org\/plugins\/regenerate-thumbnails-advanced\/\" rel=\"noopener\">reGenerate Thumbnails Advanced<\/a> or <a href=\"https:\/\/wordpress.org\/plugins\/enable-media-replace\/\" rel=\"noopener\">Enable Media Replace<\/a>.<\/li>\n\n\n\n<li>Sometimes&nbsp;<strong>the images are not actually &#8220;images&#8221; <\/strong>or <strong>they have errors<\/strong>. If that&#8217;s the case,&nbsp;the website returns an HTML file with HTTP code 200 (which means &#8220;everything OK&#8221;) but ShortPixel will fail to optimize. Here you can check if your image(s) have some problems: <a href=\"https:\/\/checkfiletype.com\/\" rel=\"noopener\">https:\/\/checkfiletype.com\/<\/a><\/li>\n\n\n\n<li><strong>Wrong file or folder permissions<\/strong>. Please contact your hosting provider to make sure that you have the correct file and folder permissions. For WordPress, they should be <code>644<\/code> for files and <code>755<\/code> for folders.<\/li>\n\n\n\n<li><strong>Wrong file or folder ownership and\/or group<\/strong>.&nbsp;Please contact your hosting provider to make sure that you have the correct file and folder owner and group for all your files.<\/li>\n\n\n\n<li><strong>A hotlinking protection<\/strong> is in place. Some plugins or hosting providers have a hotlinking protection that will conflict with ShortPixel&#8217;s servers, blocking them from accessing your images. Please remove any hotlinking protection from any plugin, security feature, CDN, server and\/or .htaccess file.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-palette-color-6-background-color has-background\"><strong>For more possible causes and troubleshooting methods, please read this article:&nbsp;<\/strong><a href=\"https:\/\/shortpixel.com\/knowledge-base\/article\/204-why-some-of-the-images-and-or-thumbnails-cannot-be-optimized\" rel=\"noopener\"><strong>Why some or all of the images cannot be optimized?<\/strong><\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How can I check if now the images are accessible by ShortPixel?<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">ShortPixel Image Optimizer<\/h3>\n\n\n\n<p>If you use <a href=\"https:\/\/wordpress.org\/plugins\/shortpixel-image-optimiser\/\" target=\"_blank\" rel=\"noopener\">ShortPixel Image Optimizer<\/a>, you can manually retry the optimization from your Media Library:<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" src=\"https:\/\/kb.shortpixel.com\/wp-content\/uploads\/2025\/08\/file-4NObKcHCeB.jpg\" alt=\"\"\/><\/figure>\n\n\n\n<p>Or you can go to Media &gt; Bulk ShortPixel and retry the bulk optimization.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">ShortPixel Adaptive Images \/ Autoptimize<\/h3>\n\n\n\n<p>Whether you use <a href=\"https:\/\/wordpress.org\/plugins\/shortpixel-adaptive-images\/\" target=\"_blank\" rel=\"noopener\">ShortPixel Adaptive Images<\/a> or <a href=\"https:\/\/wordpress.org\/plugins\/autoptimize\/\" target=\"_blank\" rel=\"noopener\">Autoptimize<\/a> (with its image optimization feature), if you want to check if your images are now accessible, follow these instructions:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Copy the URL of one of the image examples on the e-mail you got. For example: <code>https:\/\/shortpixel.com\/wp-content\/uploads\/2019\/03\/Investa.png<\/code><\/li>\n\n\n\n<li>Add this at the beginning of the URL: <code>https:\/\/cdn.shortpixel.ai\/spai\/q_lossy+ret_wait\/<\/code>\n<ul class=\"wp-block-list\">\n<li>We&#8217;ll have as a result this URL: <code>https:\/\/cdn.shortpixel.ai\/spai\/q_lossy+ret_wait\/https:\/\/shortpixel.com\/wp-content\/uploads\/2019\/03\/Investa.png<\/code><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Access the URL.<\/li>\n\n\n\n<li>Wait 1 or 2 minutes.<\/li>\n\n\n\n<li>Open an Incognito\/Private browser.<\/li>\n\n\n\n<li>Access again the same URL.<\/li>\n\n\n\n<li>Does it get redirected to the original URL (<code>https:\/\/shortpixel.com\/wp-content\/uploads\/2019\/03\/Investa.png<\/code>)?\n<ul class=\"wp-block-list\">\n<li>If not, and the image is served from cdn.shortpixel.ai, you are all set!<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>When using one of our products, you may receive an e-mail like this one: The content may slightly change, depending on several factors, but the main issue remains: ShortPixel&#8217;s servers need to access your images to optimize them, but for some reason they can&#8217;t, and because of this some or all of your images are [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"footnotes":""},"doc_category":[36,35,37],"glossaries":[],"doc_tag":[],"class_list":["post-876","docs","type-docs","status-publish","hentry","doc_category-autoptimize","doc_category-shortpixel-adaptive-images","doc_category-shortpixel-image-optimizer"],"blocksy_meta":[],"year_month":"2026-05","word_count":620,"total_views":"3583","reactions":{"happy":"0","normal":"0","sad":"0"},"author_info":{"name":"admin","author_nicename":"admin_mdli53m5","author_url":"https:\/\/kb.shortpixel.com\/author\/admin_mdli53m5\/"},"doc_category_info":[{"term_name":"Autoptimize","term_url":"https:\/\/kb.shortpixel.com\/knowledge-base\/category\/autoptimize\/"},{"term_name":"ShortPixel Adaptive Images","term_url":"https:\/\/kb.shortpixel.com\/knowledge-base\/category\/shortpixel-adaptive-images\/"},{"term_name":"ShortPixel Image Optimizer","term_url":"https:\/\/kb.shortpixel.com\/knowledge-base\/category\/shortpixel-image-optimizer\/"}],"doc_tag_info":[],"knowledge_base_info":[],"knowledge_base_slug":[],"_links":{"self":[{"href":"https:\/\/kb.shortpixel.com\/wp-json\/wp\/v2\/docs\/876","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/kb.shortpixel.com\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/kb.shortpixel.com\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/kb.shortpixel.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/kb.shortpixel.com\/wp-json\/wp\/v2\/comments?post=876"}],"version-history":[{"count":4,"href":"https:\/\/kb.shortpixel.com\/wp-json\/wp\/v2\/docs\/876\/revisions"}],"predecessor-version":[{"id":2385,"href":"https:\/\/kb.shortpixel.com\/wp-json\/wp\/v2\/docs\/876\/revisions\/2385"}],"wp:attachment":[{"href":"https:\/\/kb.shortpixel.com\/wp-json\/wp\/v2\/media?parent=876"}],"wp:term":[{"taxonomy":"doc_category","embeddable":true,"href":"https:\/\/kb.shortpixel.com\/wp-json\/wp\/v2\/doc_category?post=876"},{"taxonomy":"glossaries","embeddable":true,"href":"https:\/\/kb.shortpixel.com\/wp-json\/wp\/v2\/glossaries?post=876"},{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/kb.shortpixel.com\/wp-json\/wp\/v2\/doc_tag?post=876"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}