Webex Teams avatar sync/cache problem

[Michiel Vercoutter]

Hi,

I have a sync problem with the Webex Teams avatars/profile pictures.

Our Webex Teams is synced with Cisco Directory Connector, which is synced with our Microsoft domain.

On the Directory Connector, the avatar is displayed correctly (Configuration > Avatar > Get user's avatar).

On the Webex control hub and teams application, it are still the old avatars that are displayed, so it seems like there is a cache issue somewhere.

I've tried deleting the cache (C:\Program Files (x86)\Cisco Systems\Cisco Directory Connector\Plugins\DirSyncPluginAvatar.dll-cache.bin) and performing a dry run sync and a full sync, but still the old avatars remain on the Webex control hub and teams application.

Anyone any ideas on how to resolve this issue?

Thanks in advance.

[Jonathan Schulenberg]

How much time has passed since you began syncing new avatar photos with a full sync? I have seen it take a days to refresh caches client-side. I want to say WCH updated within 24hours though.

Does the new photo appear if you login to https://settings.webex.com/main/profile?

[Michiel Vercoutter]

Hi Jonathan,

Thank you for your reply.

It has been a week now, so normally everything should be synced.

The new photo does not appear on https://settings.webex.com/main/profile

I also tried deactivating the sync between WCH and the Directory Connector, reinstalling the Connector and syncing everything again, but still no luck.

[Jonathan Schulenberg · Accepted solution]

I suggest opening a TAC case at this point. Something must be hung up on the backend.