Some profile pictures in meetings don't match the actual users. User picture is of another user in our company.

Started after recent RingCentral updates.

During meetings, one user's profile picture is displayed above the actual attendee's name. Is this happening to others?

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Becky-Community_Manager ♦♦ · Mar 31 at 03:12 PM

This is strange, @b-d - we'll look into this and see if we can't identify a fix.
Hang tough!

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andym · Apr 01 at 01:50 PM

Many users in our company are also reporting this problem. Profile pictures are randomly changing to another user's profile picture.

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mary-community-moderator ♦ andym · Apr 01 at 03:22 PM

Thanks for creating cases regarding this. We made a follow up to Tech Support so they can isolate the issue.

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b-d andym · Apr 01 at 01:54 PM

THANK YOU! I've been losing my mind thinking it is only us!

Please open a support case. You can reference ours (Case #12528142). Maybe it will help get this resolved.

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mary-community-moderator ♦ · Mar 31 at 04:09 PM

Please have the users uninstall/reinstall the app. Let us know if issue is still the same .

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b-d mary-community-moderator ♦ · Mar 31 at 04:12 PM

We've tried that. However, we can't have the entire company reinstall their RC software. I have opened a case with RC Support. Just hoping to see if others have experienced this.

Thanks!

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mary-community-moderator ♦ b-d · Mar 31 at 04:31 PM

Thanks for reaching out to our Support Team @b-d. Let us know how it goes.

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andym · Apr 05 at 03:59 PM

I wonder if one can simply add a profile picture (avatar) to their account. Since this is only happening to people without profile pictures, adding a profile picture to the account should solve the problem. If one still wants to use just their initials, they can use this:
https://google-avatar.herokuapp.com/

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andym · Apr 05 at 04:10 PM

Update from this morning (4/5/21 0900):

Hi,
The issue that you have reported in this ticket is related to a Known Issue/Bug we currently have in our system.
JIRA: RCM-8902 | User without avatar in RCM shown with avatar of another user
At this point, we will be placing this case into a PKI Hold status. PKI stands for Product Known Issue. This means that we are investigating it as a bug on our side and there is no currently available ETA when it will be resolved. We have reproduced the issue and are working on resolving it. You will not receive much in the way of correspondence while they resolve this issue, however you will be notified when the issue is fixed.
Thank you for your patience.
Regards,
RingCentral
Tier 2 Support