Profile Image: Error when trying to upload WordPress.com account profile image

[pauljacobson]

Profile Image: Error when trying to upload WordPress.com account profile image

Our customer reported that when they attempt to update their profile image in their WordPress.com account settings, they are unable to do so. Instead, they see the following error: "Hmm, your new profile photo was not saved. Please try uploading again."

I disconnected and reconnected Jetpack for the site, and confirmed that the Jetpack connection is good.

Steps to reproduce the behavior

1. Go to https://wordpress.com/me
2. Click on the profile image placeholder to open a Finder/Explorer window to locate an image to upload
3. Select a new .png or .jpg image file
4. Crop the image in the dashboard UI
5. See the error, and no profile image update

What I expected to happen

Following these steps should produce a confirmation message of a new profile image, and the new image should be uploaded to the customer's My Profile page.

What actually happened

Instead, the upload failed with the error described above.

Context

The customer reported this issue in 3864921-zen

Browser / OS version

Tested in Firefox Developer Edition v88.0b3 and Chrome v89.0.4389.90 on macOS 11.2.3

Is this specific to the applied theme? Which one?

No. The customer has Divi installed, and this also occurred with Twenty Nineteen enabled.

Does this happen on simple or atomic sites or both?

This site is on a WordPress.com Business plan and the Jetpack connection report is "Everything looks great!".

Is there any console output or error text?

Yes, see here: 28dee-pb

Level of impact (Does it block purchases? Does it affect more than just one site?)

I'm not aware of other, similar reports.

Reproducibility (Consistent, Intermittent) Leave empty for consistent.

I wasn't able to reproduce this on my account page.

Screenshot / Video: If applicable, add screenshots to help explain your problem.

[tellisbethel]

Also happening to a user here: 4047965-zd-woothemes
I noticed the user's Gravatar account was disabled. Asking them to re-enable it in case that's where the problem lies.

[tellisbethel]

It looks like re-enabling Gravatar and then uploading the image fixed the issue for this user: 4047965-zd-woothemes

Workaround Steps

1. Log in to Gravatar with your WordPress.com account and then follow the prompts to re-enable Gravatar: https://en.gravatar.com/site/login

2. Upload your WordPress.com profile picture again in your Account Settings

This doesn't explain how/why Gravatar was disabled in the first place though...

[poeticabdul]

Happening to a user here 30296127-hc

The user tried re-enabling Gravatar and adding the picture. The picture stays for a day or two after re-enabling Gravatar and gets back to being blank.

[joweber123]

Another report 29986243-hc

The workaround mentioned above for re-enabling Gravatar seems to be working for the moment.

[alevarsir]

Another report 30629312-hc

Re-enabling Gravatar solved the issue!

[cuemarie]

Another report: 17561049-hc
Re-enabling Gravatar (by toggling off "Hide my Gravatar profile" in that section) resolved the issue.

[inaikem]

Pinged @pauljacobson re Bugomattic and added the issue to the HE Triage board.

[poeticabdul]

Another report here 27281309-hc

[Robertght]

I can confirm this is still happening.

[Nic-Sevic]

Another instance here: 4348608-zd-woothemes

I was able to confirm that the same is happening on my personal account though with gravatar enabled (it was never disabled). I tried toggling it to hide and then back to display and still couldn't change from calypso

[sharonlaker19]

I got another one as well: 32142270-hc

[cuemarie]

Another report here: 4373673-zd-woothemes
"Hide my Gravatar" is off, and the image could not be uploaded whether that was toggled on or off.

[dcoleonline]

For the above 4373673-zd, we should notify the customer once there is a fix

[arunsathiya]

4382925-zen too. Suggested workaround to enable Gravatar.

[hacchism]

Another one on 32228390-hc. Suggested the workaround to enable Gravatar and it worked!

[rickmgithub]

Also - 4416868-zd. Suggested Gravatar workaround.

[formosattic]

+1 25754073-hc
Gravatar workaround worked.

[ccwalburn]

Another report here: 4436126-zen. Suggested Gravatar workaround.

[goblinartificer]

4452355-zen confirms the workaround works

[formosattic]

+1 4532031-zd-woothemes , suggested workaround.

[daria2303]

4556082-zd-woothemes

[dolgelukkig]

33269903-hc suggested workaround.

[flameslash]

4648202-zd-woothemes suggested workaround as well

[ahmadbaig1]

4659515-zd Suggested workaround.

[stefancln]

Another report in 4781320-HC - suggested workaround

[devNigel]

Another report: 34373290-hc

The workaround fixed the issue.

[jorpdesigns]

Reported here: 34448076-hc

Shared workaround here: 4831326-zd

[janmckell]

Reported here: 2329734-hc

Shared workaround here: 4844953-zd

[sharonlaker19]

+1 at 4860870-zen, recommended the Gravatar workaround.

[ariel-maidana]

Another report here: 34788922-hc

Recommended the Gravatar workaround.

[wpshellbelle]

Another report at 34188796-hc

I had user use Gravatar workaround.

[jorpdesigns]

Reported here: 4954015-zd. Suggested workaround.

[nicolynramos]

Another report here: 35128024-hc. Workaround helped but very inconsistent after, had to upload multiple times before it would take.

[thekingsprojects]

Another case here: 5233757-zen

Deactivated the Gravatar setting, waited a few minutes, uploaded the photo, waited a bit longer, and then turned the setting back off since that was how the user originally had it set. So far the image seems to be in place; will update if the user reports that it disappears on them.

[TPilgs]

Another case here: 35892835-hc

[daria2303]

5448514-zd-woothemes

[github-actions]

Support References

This comment is automatically generated. Please do not edit it.

• 3864921-zen
• 4047965-zen
• 4348608-zen
• 4373673-zen
• 4382925-zen
• 4416868-zen
• 4436126-zen
• 4452356-zen
• 4452355-zen
• 4532031-zen
• 4556082-zen
• 4648202-zen
• 4659515-zen
• 4831326-zen
• 4844953-zen
• 4860870-zen
• 4954015-zen
• 5233757-zen
• 5448514-zen

[vykes-mac]

@daria2303 I was not able to repro this issue. Were you able to reproduce this issue? Could we get additional information from the user, console logs or logs from the network tab in google chrome?

[daria2303]

@vykes-mac when I was following up via email the image was already uploaded so I think that the workaround did the job after the second try (deactivating gravatar > upload if nothing > activating gravatar > upload) I am not 100% sure which step worked out as they did come back. I would be also hesitant to reach out to them again after one month, especially that it is working :)

[wojtekn]

@vykes-mac it may be it is the issue that was popping out when the user was trying to upload an image when the Gravatar profile was disabled.

If yes, we addressed this under #65122 - the image upload form is now disabled when the Gravatar profile is disabled, what should prevent from executing API request that fails.

There is also #57665 that looks like a duplicate for this issue.

[vykes-mac]

@wojtekn Thank you for pointing out #65122, which seem to fix the issue. @daria2303 I'm going to close this issue and If there this occur again we can re-open the issue.

[vajrasar]

@pauljacobson and @Robertght can you pls check if this is still happening for you? I tried multiple times with both JPG and PNG images, but every time I'm able to apply the cropped image.

[jamiepalatnik]

I tested this and I can confirm that it's not possible to upload a profile image when Gravatar is disabled.

When Gravatar is enabled, the image upload worked for me as expected.