We're aware of an issue in the Press Release editor where uploaded JPG or PNG images were silently converted to WEBP during upload, causing a publish error even though the original file was in a supported format. This issue has been resolved — re-uploading your image in the draft editor is all it takes to publish successfully.
🔍 What's Happening
When you uploaded a JPG or PNG to a Press Release draft, the editor silently converted the image to WEBP format. When you then tried to publish, Signal Genesys — the press release distribution platform — rejected the file with this error:
"WEBP is not supported by Signal Genesys. Please upload JPG or PNG."
Because no warning appeared during upload, the error at publish time was unexpected. Any press release draft where an image was uploaded before the fix was deployed may show this behavior.
🛠️ Workaround Steps
Re-uploading your image inside the draft editor resolves the issue. The fix is now live, so your file will retain its original format.
- Open the affected Press Release draft.
- In the Press Release editor, click the image thumbnail or the image upload area to open the image selector, then remove the current image.
- Re-upload your original JPG or PNG file.
- Publish your press release.
After completing these steps, your press release will publish without the WEBP format error.
📡 Engineering Status
This issue is fully resolved. The Press Release editor now passes the file's original format directly to Signal Genesys instead of converting it to WEBP. JPG and PNG are confirmed supported end-to-end. The fix is live for all customers and no further customer action is required beyond re-uploading affected images.
⚠️ Known Issue: Publish-Time HTTP 500
Separately, we are tracking an active HTTP 500 error on the Signal Genesys publish endpoint that can prevent some publishes from completing even after the WEBP issue is resolved. This is under investigation. If you still cannot publish after re-uploading your image, please contact support so we can investigate. This article will be updated once that fix ships.
🚧 Other Publish Errors
If you encounter a different publish error, the following are the most common cases and what to do:
- 401 API Token invalid — Verify that your Signal Genesys API key is correct and is not a placeholder value. If you do not have a valid key, contact your account manager or reach out via the Authority Building support channel to request one.
- Proxy / image-fetch errors (407) — These can appear when the publish flow fetches images from Brand Vault. Retry the publish, and contact support if the error persists.
- Temporary API downtime or "fetching image size" loops — These errors are usually transient. Wait a few minutes and try again; if it continues, contact support.
📊 Dashboard Status Sync Delay
After a successful publish, the distribution dashboard may briefly show a "failed" status due to a synchronization delay between Signal Genesys and our reporting. Wait a few minutes and refresh the page before contacting support. Credits are automatically refunded for genuine failures.
📞 When to Contact Support
If re-uploading your image does not resolve the publish error, contact our support team. When you reach out, include:
- The name of the affected press release draft.
- A screenshot of the error message you're seeing.
- The file format of the image you're uploading (JPG or PNG).
Our team will investigate and follow up with you directly.
🎯 The image format issue in the Press Release editor is fully resolved. Re-upload your JPG or PNG in the draft editor and your press release will publish without error — if you're still seeing issues, our support team is ready to help.