Cannot use memory photo as profile picture

System

This discussion was created from comments split from: uploading photos.

Robin LaFond Pa'u Leota

I have repeatedly attempted to use one of my cousin's husband's memory photos for his profile picture, and it has been rejected every single time, although it was not discarded or rejected from his Memories. I have tried cropping it, as well, to load it up, but still no success. I cannot begin to imagine why this photo of this wonderful man, who served his community faithfully for many years, is being rejected. Please, please, may I have this reviewed by a human, as I have never received an email regarding this rejection on amy of my attempts. His name is Gerard Raymond Vanasse, and his ID is GMSM-XRF. I look very much forward to a resolution to this frustrating problem, as FamilySearch Help was unable to provide help with this either. Thank you in advance.

Maile L

Mod note - Your post was edited to remove person information. Please see the Community Code of Conduct.

Alan E. Brown

The status of his portrait (what you called "profile picture") is "Upload Failed." That seems to indicate that the last attempt to set his portrait was an upload of a photo. Are you trying to upload again one of the photos that is already a memory attached to him? If so, it would be simpler (and more likely to succeed) if you use an existing memory. To do that, just click on his portrait photo (the one that currently says "Upload Failed") -- that will pop up the "Add Portrait" dialog box. Then make sure you select an existing photo from the PHOTOS tab. Using an existing photo doesn't go through the screening process again, so it should be much faster and simpler.

Dennis J Yancey

did you ever get this resolved?

Note that "Upload failed" and "item restricted" are two completely different things.

you should be able to use any (PHOTO) item in your gallery as a portrait (you cannot use a PDF file of an image)

Sam Sulser

@Robin LaFond Pa'u Leota I know it has been a while since you posted your issue but I have an answer from engineering on this. For some reason there is something about this particular photo that the image processor doesn't like. They did everything they can on our side to try to get it accepted but couldn't fix it. So they recommend the following:

1. Open the image in some image-editing software such as IrfanView and save it as a new file, perhaps changing the file type like .png or .jpg.
2. Upload the new image to FamilySearch. 
3. Use the newly uploaded image as the source for the portrait.
4. Once the newly uploaded photo is approved, the new portrait should show on the person.

I am sorry it took us so long to get back to you. I hope this works.

Sam 🙂