Why is everyone's avatar broken on CAC?
Asked by David at David Simpson Apps:

I can't see anyone's avatar on community.atlassian.com, instead the alt text is displayed.

Is this normal behaviour?

![Screenshot 2021-04-28 at 10.01.42.png](/t5/image/serverpage/image-id/140805i0EEEF810ABF5411F/image-size/large?v=v2&px=999 "Screenshot 2021-04-28 at 10.01.42.png")

If I view the URL for an avatar image, e.g.   
<https://api-private.atlassian.com/users/xxx:yyyy-dbfb-4f0c-a03e-zzzzzzzz/avatar?initials=public>,

I see:

```
{"code":401,"message":"Unauthorized"}
```

This avatar is visible on other Atlassian products, but using a different. URL:

<https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/xxx:yyyy-dbfb-4f0c-a03e-zzzzzzzz/fdsafdsa-7f19-432c-99d7-fdsfdsafdsafdsa/128>

Is it just me? Am I special? Is there a fix? Are you aware that this is broken?


Answers:
author: Daniel Eads
body: Hey [@David at David Simpson Apps](/t5/user/viewprofilepage/user-id/781462) - we're aware of this particular issue and the underlying cause. If you happen to see this issue, you can resolve it by ensuring you're logged in to Atlassian Cloud ([id.atlassian.com](https://id.atlassian.com/) is a good place to check this). Once you're able to access Atlassian Cloud sites or your profile at id.atlassian.com, the avatars should load normally again on Community.

Cheers,  
Daniel \| Atlassian Support

comments: author: Dave Liao
body: Hopefully the underlying issue is fixed one of these days... quality of life improvements are always appreciated! ?


author: David at David Simpson Apps
body: Yeah, [@Daniel Eads](/t5/user/viewprofilepage/user-id/1527694) that didn't work on my Mac/Chrome as I'm always logged into id.atlassian.com to use this and Jira Cloud etc. However everything is good on mobile Safari. You've got a weird bug there ?


author: Daniel Eads
body: The avatars are pulled from the identity service (or an anonymous one is shown if the logged-in user is not a member of the same organization, and that person has set their image to viewable by their organization only). Right now it's possible that the identity session may have ended - but the Community uses a separate session cookie. Therefore it's possible to be logged in on Community still while the identity service sees your requests for avatars as unauthorized. I hope that provides a little more guidance - if logging in at id.atlassian.com on the same browser session you're logged in to Community with doesn't seem to fix it, you could continue further by:

* Logging out of Community (the icon next to the notification tray in the top bar -\> Log out). This should refresh your identity session with Community. You may need to do a hard refresh (shift + cmd + R or shift + F5) to bust the broken images in your cache.
* Completely clear your cookies/cache and log in again

This should only happen once per user and session - so once you've cleared the problem on your Mac, you should be set in Chrome going forward.


author: David at David Simpson Apps
body: It's not nice:

![Screenshot 2021-04-28 at 10.11.46.png](https://community.atlassian.com/t5/image/serverpage/image-id/140808i4F21725C47171A83/image-size/large?v=v2&px=999 "Screenshot 2021-04-28 at 10.11.46.png")


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