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Resolved nicolasod777
(@nicolasod777)

3 months, 1 week ago

Hi

I have done a A/B testing:
jpg file vs webp.

Please check the attachment to see the difference above.

The image shows the theme(xstore) settings: As per now the settings is 5:6, but webp end up in 1:1 (original ratio)

I have disabled thumbnail settings inside wordress -> tools -> media.

During regeneration of thumbnails i got these error messages:

“File is not an image” – All these files that get this error mesages are webp files. How can this be fixed, as my product images are webp files? – Looks like they need to be recognizable as images.

Thanks for your quick response!

The page I need help with: [log in to see the link]

Viewing 12 replies - 1 through 12 (of 12 total)

carolm29 (woo-hc)
(@carolm29)

3 months, 1 week ago

Hey there, @nicolasod777! Thanks for contacting us. I’m happy to help you.

I tried, but was not able to replicate the issue on my website.

I added a webp image to a product and the thumbnail worked as expected. I tried different dimensions and they all worked.

I also did not any errors on the log after regenerating the thumbnails.

Have you tried with different images to see if the issue persists?

If it does, can you please run a conflict test to see if something external is interfering with this?

To test, you’ll first want to change the theme on your site to Storefront, then check to see if the issue is still present. If that resolves the issue, you’ll want to get in touch with your theme’s developer and see if they have an update or fix for you.

If changing the theme doesn’t help, you’ll want to deactivate all plugins except for WooCommerce and take a look. If that fixes the problem, re-enable the other plugins one by one (gradually), checking after each, to see where the issue is coming from.

— Be sure you have a good backup in place of your full site and database. You can ask your host for backup functionality or you can consider using a service like Jetpack. If something goes wrong, you will be able to restore it.

— It is important to consider as well a staging functionality in case you would not like to touch your production site (you can ask your host if they offer this service), or you can use WP Staging for quickly spinning up a new test site.

You can find more about this in this guide.

Please let us know about your findings.

Have a wonderful day!

Stef
(@serafinnyc)

3 months, 1 week ago

You literally have the settings in Customizer set to Custom @nicolasod777 so you’re going to get one that’s square and one that’s vertically rectangular. The best approach to imagery is to ensure that all images are the exact same dimensions. Come up with a clear size that works best for all your products.

If you can’t and are using drop shipping or something where you have no control than you obviously can’t use custom, you need to use 1:1 and crop it sometimes. There’s also a plugin out there that will fix certain vertical and square images based on your settings there in WooCommerce Customizer, I can’t recall its name. If I do I’ll come back around. But you first need to establish do you want all images to be vertical like the first one or square like the second one.

You can’t make a square image vertical and vice versa, so know that to start.

Thread Starter nicolasod777
(@nicolasod777)

3 months, 1 week ago

@carolm29

Thanks for your reply.

I did everything u said, thanks for providing that conflict test guide.

Just wondering; you said you tried yourself without problems.

did you use a plugin to convert images into webp? or was it webp in its original upload to wp media library?

I think maybe this has something to do with my server not being able to read webp files as images.

Looking forward to your reply

carolm29 (woo-hc)
(@carolm29)

3 months, 1 week ago

Hey, @nicolasod777!

did you use a plugin to convert images into webp? or was it webp in its original upload to wp media library?

The images I tested with were downloaded as webp and I uploaded them on the library.

What was the process on your end? Did you use a plugin?

To confirm, have you tested other dimensions to see if the issue persisted?

Looking forward to your reply.

Have a wonderful day!
Thread Starter nicolasod777
(@nicolasod777)

3 months, 1 week ago
@carolm29

The images I tested with were downloaded as webp and I uploaded them on the library.

What was the process on your end? Did you use a plugin?

– Yes i had the excact same process. thanks for sharing.

To confirm, have you tested other dimensions to see if the issue persisted?

– Regarding the testing list, i tested different dimensions, different webp images, I tried storefront theme, deactivated all plugins etc.

Not changed the fact that in the thumbnail regeneration, the system does not recognize webp files as images. I am also unable to edit all webp images in the media library, but able to edit jpgs.

What do you think may be the root cause here?
- This reply was modified 3 months, 1 week ago by nicolasod777.
carolm29 (woo-hc)
(@carolm29)

3 months, 1 week ago

Hey, @nicolasod777!

Thanks for the information!

What do you think may be the root cause here?

At the moment we need to investigate things further to figure out, as a conflict would be the most common option.

Can you please try to reinstall WooCommerce to see if it solves the issue. Maybe on an update something got corrupted and reinstalling it might help.

— Be sure you have a good backup in place of your full site and database. You can ask your host for backup functionality or you can consider using a service like Jetpack. If something goes wrong, you will be able to restore it.

— It is important to consider as well a staging functionality in case you would not like to touch your production site (you can ask your host if they offer this service), or you can use WP Staging for quickly spinning up a new test site.

If it does not help, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Looking forward to your reply.

Have a wonderful day!
Thread Starter nicolasod777
(@nicolasod777)

3 months, 1 week ago
Ok thanks for that @carolm29

Tried deactivating woocommerce and re-activating it, also updated it, but nothing seems to have changed.

Note that i have translated the site to norwegian w loco translate.
Here goes the woocommerce status report you asked for:

` WordPress Environment WordPress address (URL): https://elmate.no Site address (URL): https://elmate.no WC Version: 9.2.2 Legacy REST API Package Version: Legacy REST API-plugin er ikke installert p? dette nettstedet. Action Scheduler Version: ? 3.8.1 Log Directory Writable: ? WP Version: 6.6.1 WP Multisite: – WP Memory Limit: 256 MB WP Debug Mode: – WP Cron: ? Language: nb_NO External object cache: – Server Environment Server Info: Apache/2.4.18 (Ubuntu) PHP Version: 7.4.18 PHP Post Max Size: 128 MB PHP Time Limit: 180 PHP Max Input Vars: 2000 cURL Version: 7.47.0 OpenSSL/1.0.2g SUHOSIN Installed: – MySQL Version: 5.5.5-10.6.18-MariaDB-0ubuntu0.22.04.1-log Max Upload Size: 128 MB Default Timezone is UTC: ? fsockopen/cURL: ? SoapClient: ? DOMDocument: ? GZip: ? Multibyte String: ? Remote Post: ? Remote Get: ? Database WC Database Version: 9.2.2 WC Database Prefix: wppu_ Total database st?rrelse: 78.46MB Database data st?rrelse: 64.44MB Database indeks st?rrelse: 14.02MB wppu_woocommerce_sessions: Data: 0.02MB + indeks: 0.02MB + motor InnoDB wppu_woocommerce_api_keys: Data: 0.02MB + indeks: 0.03MB + motor InnoDB wppu_woocommerce_attribute_taxonomies: Data: 0.02MB + indeks: 0.02MB + motor InnoDB wppu_woocommerce_downloadable_product_permissions: Data: 0.02MB + indeks: 0.06MB + motor InnoDB wppu_woocommerce_order_items: Data: 0.05MB + indeks: 0.02MB + motor InnoDB wppu_woocommerce_order_itemmeta: Data: 0.17MB + indeks: 0.17MB + motor InnoDB wppu_woocommerce_tax_rates: Data: 0.02MB + indeks: 0.06MB + motor InnoDB wppu_woocommerce_tax_rate_locations: Data: 0.02MB + indeks: 0.03MB + motor InnoDB wppu_woocommerce_shipping_zones: Data: 0.02MB + indeks: 0.00MB + motor InnoDB wppu_woocommerce_shipping_zone_locations: Data: 0.02MB + indeks: 0.05MB + motor InnoDB wppu_woocommerce_shipping_zone_methods: 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Decimal Separator: , Number of Decimals: 0 Taxonomies: Product Types: external (external) grouped (grouped) simple (simple) subscription (subscription) variable (variable) variable subscription (variable-subscription) Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog) exclude-from-search (exclude-from-search) featured (featured) outofstock (outofstock) rated-1 (rated-1) rated-2 (rated-2) rated-3 (rated-3) rated-4 (rated-4) rated-5 (rated-5) Connected to WooCommerce.com: – Enforce Approved Product Download Directories: ? HPOS feature enabled: – Order datastore: WC_Order_Data_Store_CPT HPOS data sync enabled: – Logging Enabled: ? Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2 Retention period: 30 dager Level threshold: – Log directory size: 176 KB WC Pages Butikkbase: #10 – /alle-produkter/ Handlekurv: ? Siden inneholder ikke [woocommerce_cart] kortkoden eller woocommerce/cart blokken. Til kassen: ? Siden inneholder ikke [woocommerce_checkout] kortkoden eller woocommerce/checkout blokken. Min konto: #12 – /min-konto/ Vilk?r og betingelser: #318 – /vilkar/ Theme Name: XStore Child Version: 1.0 Author URL: https://8theme.com Child Theme: ? Parent Theme Name: Xstore Parent Theme Version: 9.3.17 Parent Theme Author URL: https://www.8theme.com WooCommerce Support: ? Templates Overrides: xstore/woocommerce/archive-product.php xstore/woocommerce/cart/cart-empty.php xstore/woocommerce/cart/cart-shipping.php xstore/woocommerce/cart/cart.php xstore/woocommerce/cart/cross-sells.php xstore/woocommerce/cart/mini-cart.php xstore/woocommerce/cart/proceed-to-checkout-button.php xstore/woocommerce/checkout/form-billing.php xstore/woocommerce/checkout/form-checkout.php xstore/woocommerce/checkout/form-shipping.php xstore/woocommerce/checkout/review-order.php xstore/woocommerce/checkout/thankyou.php xstore/woocommerce/content-product-cat.php xstore/woocommerce/content-product.php xstore/woocommerce/content-single-product.php xstore/woocommerce/content-widget-product.php xstore/woocommerce/content-widget-reviews.php xstore/woocommerce/global/breadcrumb.php xstore/woocommerce/global/form-login.php versjon 7.1.0 er utdatert. Kjerneversjonen er 9.2.0 xstore/woocommerce/global/wrapper-end.php xstore/woocommerce/global/wrapper-start.php xstore/woocommerce/loop/header.php xstore/woocommerce/loop/loop-end.php xstore/woocommerce/loop/loop-start.php xstore/woocommerce/loop/no-products-found.php xstore/woocommerce/loop/result-count.php xstore/woocommerce/myaccount/dashboard.php xstore/woocommerce/myaccount/form-login.php versjon 7.0.1 er utdatert. Kjerneversjonen er 9.2.0 xstore/woocommerce/myaccount/navigation.php xstore/woocommerce/product-searchform.php xstore/woocommerce/single-product/add-to-cart/simple.php xstore/woocommerce/single-product/meta.php xstore/woocommerce/single-product/product-image.php xstore/woocommerce/single-product/related.php xstore/woocommerce/single-product/tabs/tabs.php xstore/woocommerce/single-product/title.php xstore/woocommerce/single-product/up-sells.php xstore/woocommerce/single-product-reviews.php xstore/woocommerce/single-product.php Outdated Templates: ? <pre class=”wp-block-code”><code> L?r hvordan ? oppdatere</code></pre> Abonnementer WCS_DEBUG: ? Nei Subscriptions Mode: ? Direkte Subscriptions Live URL: https://elmate.no Subscriptions-core Library Version: 6.7.1 Subscription Statuses: – WooCommerce Account Connected: ? No Report Cache Enabled: ? Ja Cache Update Failures: ? 0 feil Butikkoppsett Country / State: Norge Abonnementer etter betalingsportal St?tte for betalingsportaler Vipps/MobilePay faste betalinger: products subscriptions refunds subscription_cancellation subscription_suspension subscription_reactivation subscription_amount_changes subscription_date_changes subscription_payment_method_change subscription_payment_method_change_customer subscription_payment_method_change_admin Vipps MobilePay: products refunds Klarna: products products refunds Stripe Gateway: products subscriptions subscription_cancellation subscription_suspension subscription_reactivation subscription_amount_changes subscription_date_changes subscription_payment_method_change subscription_payment_method_change_customer subscription_payment_method_change_admin multiple_subscriptions products refunds tokenization add_payment_method pre-orders Test Gateway: products subscriptions subscription_cancellation subscription_suspension subscription_reactivation subscription_amount_changes subscription_date_changes subscription_payment_method_change subscription_payment_method_change_customer subscription_payment_method_change_admin multiple_subscriptions refunds Admin Enabled Features: activity-panels analytics product-block-editor coupons core-profiler customize-store customer-effort-score-tracks import-products-task experimental-fashion-sample-products shipping-smart-defaults shipping-setting-tour homescreen marketing mobile-app-banner navigation onboarding onboarding-tasks pattern-toolkit-full-composability product-custom-fields remote-inbox-notifications remote-free-extensions payment-gateway-suggestions printful shipping-label-banner subscriptions store-alerts transient-notices woo-mobile-welcome wc-pay-promotion wc-pay-welcome-page launch-your-store Disabled Features: experimental-blocks minified-js product-pre-publish-modal settings async-product-editor-category-field product-editor-template-system Daily Cron: ? Next scheduled: 2024-08-24 10:41:07 +02:00 Options: ? Notes: 119 Onboarding: skipped All Products for Woo Subscriptions Template Overrides: xstore-child/woocommerce/single-product/product-subscription-options-prompt-radio.php xstore-child/woocommerce/single-product/product-subscription-options.php versjon 3.0.0 (utdatert) Action Scheduler Fullf?r: 776 Oldest: 2024-07-23 15:18:29 +0200 Newest: 2024-08-23 14:57:23 +0200 Mislykket: 58 Oldest: 2023-07-26 12:42:12 +0200 Newest: 2024-08-23 11:48:26 +0200 P? vent: 4 Oldest: 2024-08-24 11:48:26 +0200 Newest: 2024-08-27 16:42:02 +0200 Status report information Generated at: 2024-08-23 15:05:48 +02:00 `
- This reply was modified 3 months, 1 week ago by nicolasod777.
Plugin Support Zubair Zahid (woo-hc)
(@doublezed2)

3 months, 1 week ago

Hello nicolasod777,

Thank you for your reply.

I checked your site’s SSR and everything looks fine.

During regeneration of thumbnails i got these error messages:
“File is not an image” – All these files that get this error mesages are webp files. How can this be fixed, as my product images are webp files? – Looks like they need to be recognizable as images.

Did you use the Regenerate Thumbnails plugin for this step?

My understanding is that this problem is at the WordPress level and not the WooCommerce level.
To verify this, could you disable all the plugins including WooCommerce, and only leave Regenerate Thumbnails plugin active?

After that try to regenerate the thumbnail and see if the issue persists.
Let me know about your findings.

Best regards.

Thread Starter nicolasod777
(@nicolasod777)

3 months ago

Hello @doublezed2

And thanks alot for that suggestion.

I just did that test, and you are correct, after only leaving the regenerate thumbnail plugin active and running it, i got the same error message: “file is not an image”

Curious to see what you think the next best move is from here

Regards Nicolas

Plugin Support Zubair Zahid (woo-hc)
(@doublezed2)

3 months ago

Hello nicolasod777,

Thank you for your reply.

I am glad to know that you have made progress towards a solution.

Next, I suggest testing if you can upload WebP images into the Media Library and use those images on the page. If that does not work contact your host about this issue.

If you can upload WebP images and add them to pages and get an error with Regenerate Thumbnails plugin then contact Regenerate Thumbnails plugin support. WebP is now a popular image format so you might not be the only one facing this issue.

Let me know how you progress. ??

Best regards.

Thread Starter nicolasod777
(@nicolasod777)

3 months ago

Next, I suggest testing if you can upload WebP images into the Media Library and use those images on the page. If that does not work contact your host about this issue.
– This i can do, i can upload them and use them on pages. But i cannot edit them in media library, like cropping and changing dimensions.
Does this mean that the error is not from the hosting providor?

Plugin Support Zubair Zahid (woo-hc)
(@doublezed2)

3 months ago

Hello nicolasod777,

Thank you for your reply.

It’s great to hear that your server supports the WebP image format!
You can easily upload those images to the Media Library and use them on your pages.

I suggest reaching out to the support team for the Regenerate Thumbnails plugin.
They should be able to help you with the issue you’re experiencing when regenerating thumbnails.

Please share your solution here when you find one. ??

Have a great day!

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