"Could not retrieve file path" in Media Library

It’s unlikely to be the slash causing problems. Can you turn on debugging, load the media library, and then post the debug.log from the ewww-image-optimizer folder via pastebin (or send it to me via https://ewww.io/contact-us/ if you’re paranoid about the contents of the file).

Color me paranoid ??

Sent it to you via the contact form

Shoot, that wasn’t quite as helpful as I’d hoped it would be. I’ll have to think up another way to debug this.

Ah, so what if you select two of those images in the Media Library (with debugging still turned on), and then choose the Bulk Optimize action so that you’re just processing those two images. Run the Bulk Optimize, and send me a fresh debug.log (you can delete the previous one from the server beforehand if you like).

Just sent you the 2-image debug log

So the images are being optimized properly, just the Media Library thinks the images don’t exist. Are they being stored off-site somewhere, like on Amazon S3 or the like?

Nope, everything on the same server. Maybe it’s because I’m using multisite?

Side note and yet an important one:

@nosilver4u I’ve deleted your offer to login to your user’s site. I’m am 100% sure you mean well but please never ask for credentials on these forums. Even temporary access.

https://codex.www.ads-software.com/Forum_Welcome#The_Bad_Stuff

Now for the why: The internet is a wonderful place full of very nice people and a few very bad ones. I’m sure everyone here is very nice however, by giving some ones keys to your house you are trusting they wont steal anything. Likewise the person who takes the keys is now responsible for the house FOREVER.

If something was to go wrong, then you the author may well legally become liable for damages, which they would not normally have been as their software is provided without warranty.

Please be aware that repeatedly asking for credentials will result in us asking you to repeatedly stop before escalating up to the plugins team.

*Re-reads*

Yes, it is a form letter. Yes, I may need to update it to keep it “fresh”. No, I am not accusing the author or the user any ill will or bad intentions and I know it’s all good. But these forums need to be a safe place for experienced and new users alike so here we are.

@jdembowski: So, when you’ve exhausted every possibility you can think of, and the only hope is actually looking at the user’s site, what do you do? Any ideas?

You’ve exhausted the other possibilities? This is the other reply I have been using lately.

There are many ways to get information you need and accessing the user’s site is not one of them. That’s going too far.

• Ask for a link to the https://pasetbin.com/ log of the user’s web server error log.
• Ask the user to create and post a link to their phpinfo(); output.
• Ask the user to install the Send System Info plugin and get the data that way.
• Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
• Walk the user through basic troubleshooting steps such and disabling all other plugins except yours, switch to the Twenty Fifteen theme, clear their cache and cookies and try again.
• Ask the user for the step-by-step on how they can reproduce the problem.

You get the idea.

Volunteer support is not easy. But these forums need to a safe place for all users, experienced or new. Accessing their system that way is a short cut that will get you into real trouble in these forums.

You’ve asked for the debug.log that the plugin generated, how much of the above is included in that file?

Here’s the whole point, which I am sure you get: you can’t get a pass on that without all other plugin authors getting the same allowance.

You’re a responsible plugin author. You offer good support, you have a commercial offering and a reputation to uphold.

While I do assume that you will behave responsibly, do you think you should get a pass when all other plugin authors are asked not to make that request?

There’s not “karma score” or “reputation system” here. What applies to you applies to all other plugin authors as well.

Do not ask that level of access in these forums. That’s going too far. That said: there’s nothing preventing you from taking this topic to your own support forums on your own site.

The support the moderators here offer and provide end in these forums. Having your own forums on your site with your own conditions is not a stretch.

@jshare, were you able to find anything else out on this?