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Why is everyone's avatar broken on CAC?

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

Is this normal behaviour?

Screenshot 2021-04-28 at 10.01.42.png

If I view the URL for an avatar image, e.g.,

I see:


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

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

2 answers

1 accepted

2 votes
Answer accepted
Daniel Eads Atlassian Team Apr 28, 2021

Hey @David at David Simpson Apps  - 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 ( is a good place to check this). Once you're able to access Atlassian Cloud sites or your profile at, the avatars should load normally again on Community.

Daniel | Atlassian Support

Dave Liao Community Leader May 03, 2021

Hopefully the underlying issue is fixed one of these days... quality of life improvements are always appreciated! 💪

Yeah, @Daniel Eads that didn’t work on my Mac/Chrome as I’m always logged into to use this and Jira Cloud etc. However everything is good on mobile Safari. You’ve got a weird bug there 🙃

Daniel Eads Atlassian Team May 03, 2021

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 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.

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It's not nice:

Screenshot 2021-04-28 at 10.11.46.png

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