Speaker's profile picture not displaying; basic troubleshooting not helping | Community
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MiSaMa
Explorer
August 11, 2026
Question

Speaker's profile picture not displaying; basic troubleshooting not helping

  • August 11, 2026
  • 3 replies
  • 63 views

For our webinar, one of our speaker’s profile picture is not displaying.  Not using video, so we’d like the profile picture to display.
We’ve looked for answers on this but nothing has helped or fixed the issue.  Any clue what might be causing this and how we can fix it?

Here’s what we’ve done and have tested:

  • Yes, other speaker’s profile pictures are displaying
  • Yes, tried making him a host but it didn’t help
  • Yes, his zoom application is up to date
  • Yes, we tried different “test” webinar sessions but it did not display his picture
  • No, “Hide participant profile pictures in a meeting” setting is not enabled at either the account level or the webinar session’s security settings
    • Yes, we tried turning that setting on and then off again… just in case!
  • Yes, he does have a picture uploaded to zoom and said picture has been populated by zoom both in the webinar-settings-speaker page, and during the webinar when you click on his name within the participants box
  • Yes, his profile picture does display if I start a zoom meeting with him, but not on the webinar
  • Yes, I can see his profile picture within his contact card in the zoom desktop app
  • Yes, we tried uploading different pictures but those also did not display
    • Yes, he logged out and back in when uploading different pictures
  • No, the picture is not too small as we tried a 1.89mb size profile picture too
  • Yes, he is signed into the correct account, both on desktop app and web version
  • Yes, he is signed into the correct webinar session as a speaker/panelist and we can engage with him backstage and in the webinar session
  • Yes, he tried joining the webinar from both his outlook calendar and from the zoom desktop app but neither displayed his picture
     

 

    3 replies

    jdott16
    Community Champion | Employee
    jdott16
    Community Champion | Employee
    August 12, 2026

    Hello ​@MiSaMa 

    Thank you for providing such a detailed response! I have a couple other things that can be checked to see what could be causing this issue.

    -The ‘hide participant profile picture’ setting is an account, group, and user level setting. If this is disabled at the account level but not locked, the next step would be to check if the user is in a particular group where this is enabled, then their personal settings to verify this is disabled.

    -Verify the account(s) that the user has signed in with. I know that you have confirmed he is signed into the correct account, so what I mean by this is he logged into Zoom via SSO, Email, FaceBook, etc. Confirm that across the board he is signed into the correct account as sometimes SSO versus email sign in’s could cause some syncing issues.

    -Uninstall and reinstall Zoom. Specifically, have the user perform a clean uninstall via the steps outlined here: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065146

    If the above does not assist, the next step would be to reach out to Zoom support via web/chat to see if there is any data cached on this specific user’s account that could be causing some issues on the backend that would be out of your and the user’s control.

    I hope this helps and if this answers your question please make sure to mark this as a solution.

     

    Thank you,

    Jake

      M
      Explorer
      MiSaMaAuthor
      Explorer
      August 12, 2026

      Hi Jake, 
      thanks for your reply!

      When you say group, where would those be house/created?  At the account level, webinar level, enterprise account level?  If at the enterprise-account level (we work for the same firm), if he were in fact part of a group at the enterprise-account level where the ‘hide… picture” is enabled, would this not also hide his profile picture from our zoom meetings too?  

      I don’t know that verifying the account login would apply in this case, as we are part of an enterprise-account and our only option is to sign in via our work email.  Which again brings me back to, if he had signed in with the wrong account I shouldn’t see his picture when we initiate non-webinar-plus meetings.  Or when clicking on his profile in the Participants box within the active webinar.  And Zoom is pulling/populating his profile picture within the Webinar’s speaker page too.

      I’ll work with him to uninstall.

      Thanks again 😊

      jdott16
      Community Champion | Employee
      jdott16
      Community Champion | Employee
      August 12, 2026

      Hello ​@MiSaMa 

      The group settings are located here: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062584

      Settings follow a hierarchy. Account level settings are followed first, then group level settings, then user settings. So it is possible that the user is in a group where the setting is enabled to hide the profile picture which should be checked. 

      If the only option to sign in is the work email, then that should suffice to rule the account sign in as not part of the issue. 

      If the uninstall does not assist and there are no group settings that are blocking, then the next level would be to reach out to Zoom support to see what could be causing this.

      Thank you,

      Jake 

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