Help - Organisation Chart web part sometimes does not display users profile photo

Nathan Piahana 1 Reputation point

Kia ora,


I am trying to troubleshoot why some people/users of our company have no profile photo displaying in this web part, yet they do have an office 365 profile photo.

System information

We are using SharePoint Online, the page in question is built on a Communications Site. I don't know what other system info is relevant, sorry.

What I have already tried to investigate

Below I have taken a few screenshots of one particular user, which hopefully clearly illustrates the dilemma I am trying to troubleshoot and understand. As pictured, they have a photo displaying in Activate, and in Delve via SharePoint, but in the Organisation Web Part, they do not have their photo displayed, instead the grey avatar placeholder is shown. I have blocked out people's names and photos to protect their anonymity but revealed the user's initials, to verify it is the same person, and shown part of the photo, to prove it is the same photo in both systems.


I'd like to understand how the web part decides which photo to display or use for a given user, We have multiple systems, with sometimes different profile photos, and I have observed in some scenarios where it seems to sometimes use an older avatar/profile picture, from when we used to use Skype, which has since been disestablished, I believe.

Hope this is clear, happy to provide clarity where needed.



A group of Microsoft Products and technologies used for sharing and managing content, knowledge, and applications.
10,080 questions
0 comments No comments
{count} votes

1 answer

Sort by: Most helpful
  1. Haoyan Xue_MSFT 21,401 Reputation points Microsoft Vendor

    Hi @Nathan Piahana ,
    I have also encountered this problem of yours.
    From time to time you may notice that SharePoint Online does not display updated user photos in webparts.
    You may see or experience something like this:
    Profile picture displayed in Office 365 Suite Bar: Yes
    Profile picture displayed in Office Delve: Yes
    Profile picture displayed in Outlook on the Web: Yes
    Profile picture displayed in Microsoft Teams: Yes
    Profile picture displayed in SharePoint People Web Part on a Modern SharePoint Page or trying to load user profile through custom web part on a classic SharePoint Page: No
    In fact, this is a delay problem. It took me about a month for my users profile photo to show up in the webpart.

    I have tried the following two solutions(no effect for me,but you can try if it works for you):

    1. Uploading the user photo directly in SharePoint admin center: SharePoint Online Admin Center > Click on “More features” > Open User profiles
      On the User profiles page, click on the “Manage User Profiles” link >> Search and get the required user.
    2. If user has an Exchange Online mailbox, and the mailbox contains a profile picture for the user, SharePoint Online will request the picture from Exchange Online.Maybe the sync between Exchange Online and Sharepoint Online is broken.
      You could try the following PnP Powershell: photo.txt
      If it doesn't work, don't worry, it will show up automatically after a while.

    I suggest you wait patiently, or you could make your suggestion in this feedback portal to improve user experience.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".
    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.