question

b-d avatar image
b-d asked mary-community-moderator commented

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? meeting-picture-issue.png

ringcentral appmeetings
meeting-picture-issue.png (193.7 KiB)
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Becky-Community_Manager avatar image Becky-Community_Manager ♦♦ commented ·

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 avatar image andym commented ·

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 avatar image mary-community-moderator ♦♦ andym commented ·

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 avatar image b-d andym commented ·

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 avatar image mary-community-moderator ♦♦ commented ·

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

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b-d avatar image b-d mary-community-moderator ♦♦ commented ·

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 avatar image mary-community-moderator ♦♦ b-d commented ·

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

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andym avatar image andym commented ·

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 avatar image andym commented ·

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
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Becky-Community_Manager avatar image Becky-Community_Manager ♦♦ andym commented ·

Thanks for this update @andym.

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Katherine Kivela avatar image Katherine Kivela Becky-Community_Manager ♦♦ commented ·

We also opened up a ticket but haven't had any resolution/correspondence to this PKI. Please provide an update - uninstalling/reinstalling the client does not fix it. This is still happening in our environment!

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1 Answer

Nasir Gasab avatar image
Nasir Gasab answered Nasir Gasab edited

@andymWe are having the same issue, and it is happening with users that does have avatar\personal photo. not only users who doesn't as explained on the JIRA above. this is serious issue that it will need to be fixed ASAP please. Thanks!

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