🔍 Overview
If you see a "Something went wrong. Please try again" error when trying to sync image alt text optimizations to your CMS through OTTO, this article explains what causes it, what you can try yourself, and how to get it escalated quickly if the error persists.
⚠️ What Causes This Error
This error is a known bug that prevented OTTO from successfully syncing image alt text optimization tasks to a connected CMS. Engineering ticket SPE-1137 was raised and a fix has been deployed to production. Most users are no longer affected. However, if you are still experiencing this error, the steps below will help you resolve it or get the right team involved fast.
Important: OTTO's Sync to CMS feature currently works exclusively with the WordPress plugin. If your site runs on a different CMS platform (such as Drupal), sync is not yet supported for image alt texts.
✅ Steps to Try First
- Confirm your WordPress plugin is installed and connected. The Sync to CMS feature requires the Search Atlas WordPress plugin to be active and properly connected to your site. If the plugin is outdated or disconnected, syncing will fail.
- Retry the sync. Go to OTTO in the platform and attempt to sync the image alt text task again. Temporary network or session issues can sometimes cause a one-off error.
- Refresh your session. Log out of the platform, clear your browser cache, log back in, and try the sync again.
- Try a different browser. If the error continues, attempt the sync in an alternative browser to rule out a local browser issue.
- Check your site's theme. If your WordPress site uses the Oxygen theme, image alt text syncing has been identified as unreliable due to how that theme renders pages over HTTP. This is a known limitation — contact support (see below) so our team can advise on the best path forward for your setup.
📋 If the Error Persists
If you have followed the steps above and the error still appears, our support and engineering teams will need to investigate further. To help us resolve your issue as quickly as possible, please have the following ready before reaching out:
- A screen recording or screenshots clearly showing the error occurring during the sync attempt
- The URL of the page or post you are trying to sync alt texts to
- The name of your WordPress theme
- Confirmation of whether your Search Atlas WordPress plugin is installed and which version you are running
Having this information prepared allows our team to escalate your case with full context and minimise back-and-forth.
💡 Known Limitations to Be Aware Of
- WordPress only: Sync to CMS for image alt texts is supported exclusively via the Search Atlas WordPress plugin. Other CMS platforms are not currently supported for this feature.
- Oxygen theme: Image alt text syncing has been reported as unreliable on sites using the Oxygen theme due to its HTTP render path. Our team is aware of this behaviour.
🤝 Still Need Help?
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.