Not able to update profile photo

[gtdurham]

I needed to update my profile photo after getting my mobile temple recommend. After submitting the new photo, I was able to see it. I could see it on the church website, but nobody was able to see it. I asked to ward clerk to approve the photo which he did, but nothing changed. I have reset the data. I have resynced. I have uninstalled and reinstall the app and nothing seems to work. It fine on the website, but not in Member Tools. I have tried uploading the photo from the app and from the ward directory online, but nothing seems to work. There must be something I'm missing. I just like to know what.

[gtdurham]

One thing that I haven't tried is to have the clerk upload the photo for me. Don't know if that will make a difference.

[davesudweeks]

I don't think having the clerk upload the photo makes a difference, but I wonder if the approval is not instantaneous. There are some processes that take a day or two to flow through the systems.

[gtdurham]

This has been going on for more than a week.

[jdlessley]

What operating system (android, iOS) do you have?
Some things to consider:
After the photo is approved it can take up to 48 hours for the Member Tools system to update. Do not expect complete updates to occur during peak load days, such as on Sundays. If the new photo was uploaded on Sunday then the expectation for the photo to be available to others in Member Tools is either on Tuesday or Wednesday.
A Sync may take longer, sometimes days, after the image upload to update than a refresh data. The best method to update large amounts of pending new data is to do a 'Refresh Data'. This is found in the Settings menu.

Edit: I was composing my response when the two posts before mine were made. So there is more going on than just a system processing delay. The fact that the photo appears online at the Ward Directory and Map indicates that outside Member Tools all is working fine.

[gtdurham]

I submitted the photo almost 2 weeks ago. I have done a data refresh. I have done a resync.

[jdlessley]

The ward clerk can call the GSD number and report the issue. But because the problem appears to be with Member Tools they may tell you to report the issue using the Send Feedback feature found in the Member Tools Help menu.

Are you and others in your unit able to see your new photo in the online Ward Directory and Map app? If others do not see your new photo there you could use the online Ward Directory and Map app to upload the photo to see if that approach makes a difference. Make sure the clerk approves that 'new' photo and wait a day before asking others if they see the new photo. If the issue persists after doing that, then the clerk and call the GSD and they will need to enter a trouble ticket because you have removed Member Tools as the primary system experiencing the issue. If the online upload works for getting the new photo visible for others in the Ward Directory and Map but not in Member Tools then that app is the the issue.

[gtdurham]

Thanks for all the imput. I have sent feedback to both the help group for the online ward directory app as well as the feedback on the member tools app. Hopefully one of them will be able to remedy this issue.

[gtdurham]

I heard back from the GSD people and they assured me that it was an issue with Member Tools. I have submitted a couple of feedbacks from the app. Hope that I hear back from them soon.

[gtdurham]

I'm not sure what happened, but when I did a sync and then I refreshed data today, my profile photo was there. I don't know if it just took two weeks to replicate or if someone did something, but all is well.