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Resolved nigelware
(@nigelware)

4 months, 1 week ago

I had JetPack Tiled Gallery set up and working but then it stopped showing my images. All I see are the outlines of where the image should be inside which is the correct image title and a small blue box containing a question mark, as though the image cannot be found. Since I am loading images from my library, and if I switch to WP Gallery the images all appear, the paths must be right.

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

Viewing 15 replies - 16 through 30 (of 36 total)

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Plugin Author Jeremy Herve
(@jeherve)

Jetpack Mechanic 🚀

2 months, 2 weeks ago

we would need to know the IPs that Jetpack believe we are blocking

Our image CDN uses a wide range of IPs. Could they look at your site’s access logs for all requests to image files, made from the Photon/1.0 User Agent? It will give them a full list of IP they can use.

Thread Starter nigelware
(@nigelware)

2 months, 2 weeks ago

Hi @jeherve

I have a further update for you. Without me changing any settings (CDN is still off) 4 of the 12 images have started to appear on the test page https://www.nigelware.photography/?page_id=739

Plugin Support Alin (a11n)
(@alinclamba)

2 months, 2 weeks ago

Hi @nigelware

Thank you for following up with EasySpace regarding the issue.

Jetpack’s Image CDN operates using a global network of servers, so there aren’t specific IP addresses to allow. Instead, your hosting provider should focus on requests with the Photon/1.0 user agent, as these are related to Jetpack’s image CDN.

For comprehensive communication between Jetpack and WordPress.com, including the Image CDN, you can find a list of specific IP addresses to allow here: https://jetpack.com/support/how-to-add-jetpack-ips-allowlist/

Please share this information with EasySpace, and let us know if you need further assistance. We’re here to help!

Thread Starter nigelware
(@nigelware)

2 months, 2 weeks ago

hi @alinclamba

Page https://www.nigelware.photography/?page_id=739 was created on 12th April 2024. Until 4 days ago no images displayed on the page. Then 4 of the 12 images started to show. Today 8 are showing. Thats 66% success in 39 days.

The image URL below (which is one of the images that do not display) gives a 400 error when pasted into a browser address bar. This has been tested on multiple users browsers to avoid caching issues.
https://i1.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/FramlinghamJoustSwords_0925_3x2.gif?strip=info&w=1590&ssl=1

Developer.mozilla.org says that “400 Bad Request response status code indicates that the server cannot or will not process the request”

EasySpace also say that a 400 error “would indicate an issue with the remote server hosting the cached images”

If 66% of the images on the page are now loading how can it be that the “..hosting provider currently blocks all HTTPS requests coming from one of our CDN’s..” As suggested in a previous reply on this ticket?
Thread Starter nigelware
(@nigelware)

2 months, 2 weeks ago
hi @alinclamba @jeherve

Today I have created a new tiled gallery “https://www.nigelware.photography/?page_id=788” with 9 different images. Again the page is not visible through the menu system.

These 4 images displayed immediately after page creation.
https://i2.wp.com/www.nigelware.photography/wp-content/uploads/2024/02/EastLyn_0557_5x4-1310×1638.jpg?strip=info&w=1644
https://i0.wp.com/www.nigelware.photography/wp-content/uploads/2024/02/Malmesmead_0512_16x9.jpg?strip=info&w=1874
https://i0.wp.com/www.nigelware.photography/wp-content/uploads/2024/02/Malmesmead_0504_16x9.jpg?strip=info&w=1835
https://i2.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/EastLyn_0557_5x4_2.gif?strip=info&w=878

These displayed “We cannot complete this request, remote data could not be fetched”https://i2.wp.com/www.nigelware.photography/wp-content/uploads/2024/02/StMartins_3933_1x1.jpg?strip=info&w=1052
https://i1.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/EastLyn2Lynmouth_0563_5x4_2.gif?strip=info&w=871
https://i2.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/CastleRockSunset_3939_5x4.gif?strip=info&w=1340

These gave a 400 error immediately after page creation
https://i0.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/EastLyn2Watersmeet_0542_5x4_2.gif?strip=info&w=859
https://i1.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/CoastalSunsetBirds_0526_16x9_1024hi.gif?strip=info&w=1886

After allowing a hour for replication there is no change.
- This reply was modified 2 months, 2 weeks ago by nigelware.
Plugin Author Jeremy Herve
(@jeherve)

Jetpack Mechanic 🚀

2 months, 2 weeks ago

As long as your hosting provider blocks some of our CDN resources, you’re going to experience issues. I’m afraid the only way you can fix is by contacting your hosting provider again and asking them to unblock image requests from the Photon/1.0 user agent.

Let us know how that goes!
Thread Starter nigelware
(@nigelware)

2 months, 2 weeks ago
Hi @jeherve

I have an open ticket with EasySpace about this situation and have been copying your suggestions to them. Here is their latest reply.
```
I don't think this is an issue on the Easyspace side, as we would be hearing from more customers if there was an issue at our end as Jetpack is one of the more popular plug-ins used.

I have flushed the varnish cache for the site and reloaded the page in my browser, some images are loading while others aren't that are getting served from the same place.

For example these give the 400 message:

https://i1.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/FramlinghamJoustSwords_0925_3x2.gif?strip=info&w=1500&ssl=1
https://i0.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/FramlinghamJoustArchers_0799_5x4.gif?strip=info&w=1338&ssl=1
https://i2.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/SeaFretLowNewton_0034_16x9.gif?strip=info&w=1500&ssl=1
https://i2.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/OrfordCastle_3672_4x5.gif?strip=info&w=878&ssl=1

While these load fine:
https://i1.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/FramlinghamCastle_1023_5x4.gif?strip=info&w=1343&ssl=1
https://i1.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/DunwichHeathBeach_0185_3x2.gif?strip=info&w=1500&ssl=1
https://i2.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/WhiteTowerTowerBridge_1488_16x9.gif?strip=info&w=1500&ssl=1
https://i0.wp.com/www.nigelware.photography/wp-content/uploads/2024/03/MinsmereStag_4295_4x5.gif?strip=info&w=877&ssl=1

If the issue was us blocking communicating with the CDN then it would follow that no images would load from them, not some images.
The ones giving a 400 message also show this when trying to access them via a web proxy.

Had a look for photon in the logs for the site since that's what Jetpack support says we should be checking for and couldn't see any mention of it either, the extract below is from wphost2-7 since that's what I was hitting when testing.

[root@wphost2-7 ~]# grep -l nigelware.photography /var/log/nginx/* | grep -i photon

There is nothing in the php-fpm error log for my visit.
```
Towards the end of that reply EasySpace are saying that they are not seeing any activity for agent Photon/1.0

I also note that EasySpace say “The [images] giving a 400 message also show this when trying to access them via a web proxy”. Which is my own experience.

So that I am clear are you saying that the images cannot be loaded to your server from EasySpace because of a block?
- This reply was modified 2 months, 2 weeks ago by nigelware.
Thread Starter nigelware
(@nigelware)

2 months, 2 weeks ago

Hi @jeherve

https://www.nigelware.photography/?page_id=739 is now showing 9 of 12 images. 3 days ago it only showed 8 and 7 days ago 4. If the images are gradually loading can EasySpace really be blocking your agent?

Plugin Author Jeremy Herve
(@jeherve)

Jetpack Mechanic 🚀

2 months, 2 weeks ago

If the issue was us blocking communicating with the CDN then it would follow that no images would load from them, not some images.

I suspect that not all our IPs are blocked. It’s even likely that they are not completely blocked, but some kind of rate limiting is applied and only some of the calls have been blocked, thus explaining why some of the images could be fetched and cached by our CDN.

I also note that EasySpace say “The [images] giving a 400 message also show this when trying to access them via a web proxy”. Which is my own experience.

That’s to be expected, yes. Our CDN isn’t just a proxy, it doesn’t just serve images. It optimizes and caches them so we do not have to fetch the original image from the original server every time the page is loaded. Once the response has been cached on our server, you can expect to see that response elsewhere.

Had a look for photon in the logs for the site since that’s what Jetpack support says we should be checking for and couldn’t see any mention of it either, the extract below is from wphost2-7 since that’s what I was hitting when testing.

[root@wphost2-7 ~]# grep -l nigelware.photography /var/log/nginx/* | grep -i photon

There is nothing in the php-fpm error log for my visit.

That’s a problem. Here is what I see when querying the access logs on my own personal site, for example:

I would expect to see the same thing in your site’s raw access logs. I notice they mention “the php-fpm error log” ; is it possible that they were looking for image requests in your error logs instead of looking at the raw access logs?

Are they able to see other requests to your site’s images in your logs, like when visiting your home page for example?

Thread Starter nigelware
(@nigelware)

2 months, 1 week ago

hi @jeherve

I have passed your comments, above, to EasySpace and am now waiting for their reply.

Thread Starter nigelware
(@nigelware)

2 months, 1 week ago

Hi @jeherve

I have received this reply from EasySpace:

We’ve been investigating the IP addresses that Jetpack sent us and indeed we are seeing some hits to the server logs mentioning “Photon/1.0”

/var/log/nginx/access_log.6.gz:www.nigelware.photography 195.234.109.174 – – [21/May/2024:10:52:36 +0100] “GET /wp-content/plugins/jetpack/_inc/blocks/images/tiled-gallery_example-6-9f9d39c6af0fb4b0d99c.jpg HTTP/1.1” 200 7281 “-” “Photon/1.0”
/var/log/nginx/access_log.6.gz:www.nigelware.photography 195.234.109.184 – – [21/May/2024:10:54:14 +0100] “GET /wp-content/uploads/2024/03/EastLyn_0557_5x4_2.gif HTTP/1.1” 200 743499 “-” “Photon/1.0”
/var/log/nginx/access_log.7.gz:www.nigelware.photography 195.234.109.172 – – [20/May/2024:10:27:52 +0100] “GET /wp-content/uploads/2024/03/WhiteTowerTowerBridge_1488_16x9.gif HTTP/1.1” 200 1004028 “-” “Photon/1.0

We can confirm none of their IP’s are blocked on our end at the moment however Jetpack has a cache plugin called wp-super-cache that’s associated with it and also an internal cache plugin.

Can you try clearing these to see from your wordpress admin if possible to see if Jetpack is maybe caching some of the images with an error message or possibly check with Jetpack to see if they cache any results on their end that they can clear?

In their last two paragraphs they write “Jetpack has a cache plugin called wp-super-cache that’s associated with it and also an internal cache plugin.” and ask “Can you try clearing these to see from your wordpress admin“. I have had a look around JetPack on my dashboard but cannot see any mention of cache. I did find a link to WP Admin but couldn’t find anything about cache there either. Where can I clear these two caches, please?

They also ask “… possibly check with Jetpack to see if they cache any results on their end that they can clear?“. What can you tell me?

Plugin Support Emily A. (a11n)
(@happyaxident)

2 months, 1 week ago

Hi there,

Thanks for checking with your host again.

Jetpack has a cache plugin called wp-super-cache that’s associated with it and also an internal cache plugin.” and ask “Can you try clearing these to see from your wordpress admin“. I have had a look around JetPack on my dashboard but cannot see any mention of cache

WP Cache is its own plugin and not installed on your site, so that is definitely not the culprit here.

I have cleared Jetpack’s internal cache for the images that are still not resolving. Please check your site in about an hour and see if the images are loading again.

Let us know what you find!

Thank you.
Thread Starter nigelware
(@nigelware)

2 months, 1 week ago
Hi @happyaxident

After reading your reply I waited 2h 44m before trying the pages:

https://www.nigelware.photography/?page_id=739 has two images that are not displaying. This page started showing a 10th image (see above) in the last 2 / 3 days. Clearing the cache does not seem to have improved things.

I cleared my browser history before testing and after that didn’t work I also tried in a Private Window without success.

The two images concerned cannot be loaded directly into a browser window. Both giving a 400 error
- This reply was modified 2 months, 1 week ago by nigelware.
Plugin Support lastsplash (a11n)
(@lastsplash)

2 months ago

Hi @nigelware –

I tested the page that you shared and the images all loaded for me. That said, I see that the image loading is slow:

Reading over this thread, I’m wondering if there are intermittent issues with your host. Our CDN will timeout if it can’t download your images after 20 seconds and will return an error. I wonder if that is what is going on here.

I noticed that the file size is kind of large and is in a suboptimal file format (GIF). An example:

https://www.nigelware.photography/wp-content/uploads/2024/03/FramlinghamJoustSwords_0925_3x2.gif

This file is ~1.2 MB. However, if it was uploaded in a more efficient format (JPG), the file size would be cut by over 50%.

If it is possible, I’d suggest converting your files to JPG and seeing if you have better results.

Thread Starter nigelware
(@nigelware)

2 months ago

Hi @lastsplash

I took your advice a reworked the above image to a smaller JPEG. There were a couple of others I also updated for the same reason (GIF > JPEG). It hasn’t changed anything.

Ever the optimist I tried creating another new Tiled Gallery and that has worked fine, so I created a third. While working on this last gallery I have again hit the problem, this time with a 299kb JPEG.

I have removed the image from my ‘real’ gallery and added it to the test gallery (https://www.nigelware.photography/?page_id=739). I have also updated that gallery removing all the successful images, leaving only two that will not load. Both of these are JPEG, with “Sea Fret Low Newton” being a reworking of one of the GIFs as you suggested. It is only 100kb. The other is the new image which was uploaded today.