Some contacts are grayed out (greyed out) instead of showing initials

DebbieB

In "My Smartsheet Contacts" view, these contacts show their initials in a colorful circle. However in the Smartsheet itself, the circle is gray and a "no picture" icon. (see my photo attachments)

This is consistent in all of my Smartsheets for these individuals (old and new sheets). All other individuals in the same Smartsheets show their colorful initials.

My contacts include people in my company and external clients. This is only happening for people in my company. None of these people have an active Smartsheet account.

I have tried deleting and re-adding the people to My Smartsheet Contacts and to the Smartsheets. I have tried showing and hiding the profile picture (but I don't think this impacts things because they are not registered accounts).

Appreciate any help!

Thank you,

Debbie

NicoLHC

@DebbieB does this cause any issue ?

Brian_Richardson

Although I'm not sure the exact mechanism, I see these grey circles when we have Smartsheet users that don't have a corresponding entry in our Single Sign-On. If you have a similar setup, then that may be why you're getting the grey circles.

DebbieB

https://community.smartsheet.com/discussion/comment/454036#Comment_454036

@NicoLHC - Thankfully, no, it does not cause any functionality issues. However, we use these as client-facing interfaces and so we want to improve the way it looks.

DebbieB

https://community.smartsheet.com/discussion/comment/454038#Comment_454038

@Brian_Richardson - Thank you for this insight. I can reach out to these people and see what their account situation is. Appreciate the prompt response!

NicoLHC

@DebbieB did you resolve the issue ?

DebbieB

https://community.smartsheet.com/discussion/comment/456095#Comment_456095

Nico,

I was not able to resolve the issue, but the responses made me more comfortable with leaving it as is.

Thank you,

Debbie