"There was an error and your request was not processed", what is this?

When you are optimizing an image with ShortPixel Image Optimizer, you may receive the message "There was an error and your request was not processed" for some of your images.

Here are some of the usual reasons for this and possible solutions:

  • The image(s) are inaccessible by our servers. Please whitelist our IPs from your security plugin(s), firewall service, server/host and CDN. There are situations when whitelisting the IPs is not enough, because some hosting services block the ports we need in order to access your images. We also recommend you contact your host and ask them to allow "api.shortpixel.com" access port 80 (HTTP) and port 443 (HTTPS).
  • Your website is in "I'm Under Attack" mode in Cloudflare. Please make sure to disable it (when you are not under attack) and try again.
  • The image(s) are publicly inaccessible. To confirm this: open the specific image on an Incognito/Private window and check if you can see them. If not, then we recommend you to contact your hosting provider so they can further assist you.
  • Some thumbnails are publicly inaccessible or do not exist. To verify this: open your Optimization Report (How to interpret the Optimization Report) and look for files that ShortPixel could not download - you will see it on the Details column.
  • Sometimes the images are not actually images. If that's the case, the website returns an HTML file with HTTP code 200 (which means "everything OK") but ShortPixel will fail to optimize. Here you can check if your image has some problem: https://checkfiletype.com/
  • Images that actually have errors or simply don't exist in the server. To confirm this: open the specific image on an Incognito/Private window and check if you can see them. A possible solution is to use a plugin like Enable Media Replace to reupload and replace the images that are broken.
  • Other times it is simply that your hosting resources have been exhausted. This usually happens on shared hosting providers, where the resources are very low. Try stopping the optimization and re-try it in a few minutes.
  • Wrong file or folder permissions. Please contact your hosting provider to make sure that you have the correct file and folder permissions. For WordPress, they should be 644 for files and 755 for folders.
  • Wrong file or folder ownership and/or group. Please contact your hosting provider to make sure that you have the correct file and folder owner and group for all your files.
  • Sometimes a file has been deleted incorrectly, and ShortPixel will try to optimize it even though it doesn't exist. Please clean your database using a database cleaner like WP-Optimize and then try again.

If the error is happening for all your images, please have a look at the following article and make sure all is in order: None of my images were optimized, why is that?

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