Images not loading in editor/New media not being added to back-end Brizy images folder

Evan Grabenstein

• March 10, 2021 17:50

Brizy Editor is not loading images. WP uploads new media/images into wp-content like it should, but when I try to add it to a page in the editor the placeholder doesn't change to the new image. This would happen from time to time and I would simply refresh the editor or update permalinks and it would go back to working. Since the new update, however, none of the images I'm uploading are being pushed into the Brizy images folders when I try to add them to a Brizy page

WP Version 5.7
Brizy Version 2.2.9.1
Brizy Pro Version 2.2.6

Self Hosted IIS

 

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  Sandra Prunici

  • March 11, 2021 12:18

  Hi,

  Thank you for all these details. Did you add images in the Brizy builder through WP Media Library? Are images visible in the preview mode? Could you please go to the Media Library and try to change an image used also in the Brizy editor (e.g. crop it or rotate it)? Do you receive some problems? Could you please check if you enabled the php-gd or php-imagick?

  Thanks!

  Best regards,
  Sandra

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  Evan Grabenstein

  • March 11, 2021 17:23

  Hey,

  Thanks for replying.
  
  1) Yes, I add images via the WP Media Library inside the Brizy Editor.
  2) The images are NOT visible in Preview Mode. The placeholder image is NOT replaced.
  3) I went into the media library and cropped one of the newer images that wasn't loading before, and it seems to have worked. After saving the image and then selecting it in the Brizy Editor, it loads and replaces the placeholder image like it should.
  4) I see a `php_gd2.dll` in my ext folder.
  
  What next?
  
  

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  Sandra Prunici

  • March 12, 2021 10:12

  Hi,

  In the past, we encounter the same problem with two users who have approximately the same problem on the IIS servers. This problem can be fixed with hosting help. So, for the first user, the problem was that on IIS (he had the 10.0 version), special characters such as "&" in the URL path are not allowed.
  The fix from the hosting: "In order to allow such characters, we have now created a file in the main directory of your hosting: web.config with the following content:  The website including the pictures are now shown correctly. "
  
  Please, contact again your hosting provider and send them this message.

  For the second user, the fixed the same came from the hosting. They changed the web host to a Linux environment and the problem was fixed.

  Therefore, I can suggest to contact your hosting provider and inform them about this inconvenience. You can send them this message.

  Let us know about the progress on this issue.

  Best regards,
  Sandra

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  Evan Grabenstein

  • March 15, 2021 16:08

  Hey Sandra,
  
  Any chance you can give me an example of the rule to place in the web.config file. Neither I nor my IT guy are familiar with the syntax.

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  Sandra Prunici

  • March 16, 2021 12:43

  Hi,

  Unfortunately, we can't help with this. I can recommend contact your hosting provider and inform about this inconvenience. They will provide a better solution for your case. 

  Thank you!

  Best regards,
  Sandra

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  Evan Grabenstein

  • April 05, 2021 21:38

  To say I'm disappointed with your response it putting it mildly.
  
  I've tried your deficient solution to the best of my, my dev's, and my IT's abilities to no avail. It lacked the necessary details I asked for in my previous reply, and I'm unsure as to why those details aren't disclosable.

  Where can I find and download a previous release of Brizy Pro. One that works with Brizy build 2.2.9. ? One or two releases back possibly.
  
  I'm going to try and revert to version when my images loaded.
  
  

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  Sandra Prunici

  • April 06, 2021 09:25

  Hi,

  We would like to help you with this inconvenience but it is related to the server and its rules. It can't be solved from the Brizy side. For this reason, we can't offer some more details. As I said, we receive 2-3 cases of the same problem and in all cases, the problem was solved by the hosting help and their modification on the server to receive all and send all the necessary information and data.

  We don't recommend reverting to a previous version because can appear some problems. At the moment we have the 2.2.10 version for Brizy Free and the 2.2.7 for Brizy Pro and we are working with these versions. But if you insist and want to assume this, you can get a previous version of Brizy Free from here. Unfortunately for the Brizy Pro, we don't have the option to download a previous version of the plugin but if you downgrade the Brizy Free plugin you have to downgrade the Brizy Pro too.

  Best regards,
  Sandra

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