Sharepoint Page not showing user profile pictures?

Question

Hi, I don't know if this is the right forum to ask this question,

I need help with understanding what could be happening with Sharepoint not syncing the photos of the latest users in our organization.

[Moderator note: Personally Identifiable Information removed]

Any new users that we add with the "people" web part in Sharepoint don't display images. Why? This happens on literally any of our organization's pages in Sharepoint. The user's image shows up in ALL other Microsoft products (Teams, Outlook, etc.). This is just a Sharepoint issue.

I have been trying to talk to Microsoft Support directly, but it has taken weeks just to schedule a meeting. Please help.

Answer 1

Hi Jennifer,

Good day, and I appreciate the clear explanation of your concern.

Based on your description, since the profile photos are displaying correctly in other Microsoft 365 services such as Teams and Outlook, while the issue appears to be limited to SharePoint, it may indicate a service-side synchronization issue within SharePoint rather than a problem with the photos themselves. I have also seen reports from other users describing similar behavior.

As you have already been working with Microsoft Support, I would recommend continuing to work with the engineer handling your case and asking whether the issue can be escalated to the appropriate back-end team for further investigation. They will have access to diagnostic information that is not available through the community and should be in the best position to determine whether there is a service-side issue affecting photo synchronization.

To help move the investigation forward, you may wish to provide your preferred availability for a call or meeting and ask the support engineer to arrange a session accordingly.

As moderators, our primary goal is to provide helpful guidance and support through general troubleshooting steps. While we don’t have access to internal systems or administrative tools required to resolve account-specific or backend issues, we truly appreciate your understanding of these limitations. We genuinely hope the information we share helps point you in the right direction, and we're always here to assist as much as we can within our scope.

In the meantime, while awaiting the update on your support ticket, it may be helpful to:

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1/ Run the Picture Sync diagnostic

You may consider running the Picture Sync diagnostic from the Microsoft 365 Admin Center and review whether any synchronization issues are reported for the affected users. For reference: Profile picture isn't shown in SharePoint Online - SharePoint | Microsoft Learn.

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2/ Test in an InPrivate or Incognito browser window

Ask the affected users to access the SharePoint page in an InPrivate or Incognito browser session to rule out browser caching as a contributing factor.

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Additionally, if you would like, you are welcome to share the support ticket number with me through the private message I have initiated for your convenience. While I do not have the ability to directly intervene in the support case, I would be happy to review any updates and provide any available relevant information.

To access your private messages, sign in to the Q&A forum using the account you used to post your question, then navigate to the Private Messages section to view and reply.

Thank you for your attention. I look forward to your response.

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