I had a strange issue within our Macaw SharePoint Online demo tenant. The profile picture of one of our users didn’t show within the My Site:

I found it very strange that the picture appeared when I edited the profile picture field:

Weird right? What made it even weirder (is that a word?) was that the image was available within the webmail:

Strange right? To great thing about Office 365 is that you can ask Microsoft for support! I received the following solution:
  1. As an Admin, browse to Tenant Admin | User profiles.
  2. In the People section, click ‘Manage user profiles’
  3. Search for a broken user.
  4. Edit the profile. Set ‘Picture Exchange Sync State’ to 0 and save the profile.
  5. Edit the profile again. This time, on the ‘Picture’ property, click ‘Remove’ to remove the picture from SharePoint.
  6. Edit the profile a third time. This time, set ‘Picture Exchange Sync State’ back to 1.
  7. Have the user browse to their My Site upload a new photo. (It may take some time for the cache to clear and this to reset)

This did the trick for me! Hope it helps you as well.

About the author 

Jasper Oosterveld

My name is Jasper Oosterveld and I live in Amsterdam with my wife Katie, our daughter Flora and our dog Millie. I have been working with SharePoint since 2007 as a SharePoint Consultant. In my role as SharePoint Consultant I support customers with the process of implementing SharePoint. Collaborating in the SharePoint and Office 365 community is a passion of mine. I speak regularly at SharePoint and Office 365 community events such as DIWUG, Office 365 User Group, SharePoint and Office 365 Saturday, SharePoint Connections and the European SharePoint Conference.