Reported this a month or two ago, can FamilySearch fix this?

LegacyUser

Justin Masters said: I've had a problem creating a profile picture for an ancestor and uploaded a picture into memories, but I am unable to create a profile pic from it.

I reported this a month or two ago, and I guess nobody picked it up.

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Beth Ann Wiseman said: It has been seen and discussed, but hasn’t been prioritized high enough to address yet.

There is a workaround, but it is rather complicated.

The issue is with the data in the file. There is something in that file that the software can’t process and can’t create the portrait. If you upload a different version of the file, it will work.

Here are the workaround steps:

Download the photo.
Open it in a photo editing program such as IrfanView.
Save the photo as a new photo, creating a new file.
Click on the portrait and upload this photo to create a new portrait.
You will see a green clock until the photo is approved (about 3 to 5 minutes). You will need to refresh the page to see the green clock disappear and see the new portrait.
Once you can see the new portrait, delete the photo from FamilySearch to get rid of the duplicate photo. The new portrait will remain unchanged.

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Justin Masters said: Thank you for looking into this Beth Ann.

I understood your instructions perfectly. But they didn't work.

I still have the exclamation mark, system error, etc. (yes, I did delete the old photo, after renaming it to differentiate it from the one that's there now.)

I went to work with that file and I think I figured out why... irfanview barked at me that it was a jpg file with a png extension. I saved it as a new png file, and re-uploaded it. But, as mentioned earlier, familysearch still has the system error.

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Tom Huber said: Justin, it is very important that whatever image editor you use to create a new copy of the image changes the file significantly. You might try using a different image format (that can still be imported into FamilySearch).

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Jordi Kloosterboer said: I removed the black bar at the bottom and changed the filename to differentiate it. It worked for me. Not sure if it was because of changing dimensions or what. You can download mine and reupload it so that it is in your name if you would like.

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Jordi Kloosterboer said: Actually, it works with the one you uploaded lol.

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Jordi Kloosterboer said: You just had to add a new portrait when clicking on the portrait.

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Justin Masters said: Jordi, could you explain "add a new portrait"? I renamed the file, and saved it out as a different format, then uploaded the new one (twice!), but I had that exclamation mark on the profile pic area, and it threw that error message even BEFORE I was given a chance to select a photo.

There was SOMETHING stuck in there... just couldn't see how to unstick it.

Ifn it's about the black bar... listen, I can clean up my act and... :-)

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Justin Masters said: And thank you!

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Tom Huber said: I wonder if this is a browser problem. It helps, sometimes, to state the browser and operating system with the issue being reported.

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Justin Masters said: Thanks Tom. I've had subsequent pictures work fine. But for some reason something was STUCK on that one.

LegacyUser

Jordi Kloosterboer said: When I clicked on the portrait it had the red exclamation mark but it also had an option to add a new portrait. This led me to the then 2 duplicate pictures (one of the one I had downloaded and uploaded and one of ur reuploaded one). I clicked on mine and it worked. Then I decided to see if it would work with your picture and it did. That is why I commented several times haha (since I was doing this and then reporting back right away). and your welcome:)

LegacyUser

Justin Masters said: Thank you again. I never got that option. Just the system error.

LegacyUser

Beth Ann Wiseman said: Thanks for fixing this. Yes, the black bar at the bottom may have something to do with the issue. The black bar at the bottom may be an indication there are missing pixels. Often downloading the file and creating a new file from it will work.

By the way, duplicate files are not determined by file names -- the system actually creates a hash code from the bits in the file and stores that hash code in the database. When you upload a new file, the hash code is calculated from the file you just uploaded and compared to the hash codes of other memories you have uploaded. If there is a hash code match (only within your own memories), then the file is determined to be a duplicate and will not be uploaded.

And thank you everyone for getting this issue solved. I was just coming back today to fix the portrait and create a video to show you how to fix it, if it was still an issue.

Great team work!!!