Profile Pic Not Saving

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I am trying to update my profile picture. I click Personal Settings > Profile > Add Photo. I then upload a photo. I ensure my visibility is checked. I can see my photo. I will then hit save and it goes back to the grey empty avatar. Does anyone know how to fix this?



Answers

  • Ray Lindstrom
    Ray Lindstrom ✭✭✭✭✭✭
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    Hi @Cat.Cosby,

    Not sure about helping fix the issue. I can however see a profile picture for you. Maybe it worked even though it doesn't appear to have on your end. Try refreshing your browser to see if you can see the image.


  • Cat.Cosby
    Cat.Cosby ✭✭✭✭
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    Thank you! it does save on my community profile but now my actual smartsheets account

  • Genevieve P.
    Genevieve P. Employee Admin
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    Hi @Cat.Cosby

    I would suggest checking in with your account's System Admin about this. If you're on an Enterprise plan, it's possible that there may be global account settings configured for your organization that may affect pictures showing. See "Profile Visibility" in this article: Manage global account settings

    Cheers,

    Genevieve

  • Sarah Keortge
    Sarah Keortge ✭✭✭✭
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    I've been having the same issue for months - I upload a picture and it appears to take in the profile settings but then my picture displays as a grey circle in Smartsheet and as a broken image in the premium apps like Calendar App and Dynamic View (see screenshot). Other users in our tenant have pics and as a system admin, I've checked that there aren't restrictions. Clearing my browser cache didn't help and I've tried it in Incognito mode, on another computer, and on my mobile device. Nothing gets my profile pic working so I believe there's something corrupted in my profile on Smartsheet's end. Doesn't seem to be solvable at the tenant/user level.


  • Peggy Parchert
    Peggy Parchert ✭✭✭✭✭✭
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    @Sarah Keortge - I am having the same problem.

    Peggy

  • Genevieve P.
    Genevieve P. Employee Admin
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    Hi @Cat.Cosby, @Sarah Keortge, and @Peggy Parchert

    Thank you for confirming this is happening for you as well! I've checked in with our Support team and they've confirmed that some profile pictures not uploading fully is a currently known bug that's being investigated. I don't have an ETA for when this will be resolved, but we're working on it.

    Thanks,

    Genevieve

  • Peggy Parchert
    Peggy Parchert ✭✭✭✭✭✭
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    @Genevieve P. - thank you for the update! Appreciate you letting us know 😊

  • Steve_Mitchell
    Steve_Mitchell ✭✭✭✭
    edited 07/28/23
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    @Cat.Cosby@Sarah Keortge, and @Peggy Parchert, @Genevieve P.

    I have had this issue as well and working through it with support. I discovered the following. The Show Photo checkbox has to be checked for BOTH Inside and Outside your company for the photo to show. If you check just the Inside checkbox and not Outside then you get the gray circle. This kind of defeats the purpose of having 2 visibility options (In and Out). You would think your photo would show within your company if just the Inside box was checked. I'll let you know what support says. For now I just checked both and it resolves the issue. Hope that helps...

    (Image from support team)

    The gray circle I get...


  • Sarah Keortge
    Sarah Keortge ✭✭✭✭
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    Thank you, Steve. That fixed it for me.