The BBM display picture or avatar is not updated in BBM for Android, iPhone, and Windows Phone

Article ID: KB35310

Type: Support Content

Last Modified: 10-16-2014

 

Product(s) Affected:

  • BBM for Android
  • BBM for iPhone
  • BBM for Windows Phone
CollapseEnvironment
  • BBM for Android
  • BBM for iPhone
  • iPad
  • iPod touch
  • BBM for Windows Phone
CollapseOverview

When using BBM for Android, iPhone, and Windows Phone, one or both of the following scenarios occur:

  • The BBM display picture or avatar is updated on the device, however, one or more BBM contacts report that they are not seeing the update within the Contacts, Chats, and Feeds tabs in BBM on their device(s).
  • When viewing the Contacts, Chats, and Feeds tabs in BBM on the device, one or more BBM contacts are missing their BBM display picture or avatar.
CollapseCause

The following can cause this issue:

  1. The device is unable to connect to the BBM Infrastructure.
  2. A failure occurred during the process of updating the BBM display picture or avatar.
CollapseResolution

Before completing any of the steps below, ensure the latest version of BBM for Android or iPhone is installed.

  • For BBM for Android visit the Google Play store or www.BBM.com/Android to update to the latest version of BBM.
  • For BBM for iPhone visit the App Store or www.BBM.com/iPhone to update to the latest version of BBM.
  • For BBM for Windows Phone visit the Windows Phone Store or www.bbm.com/windowsphone to update to the latest version of BBM.

Cause 1

The device is unable to connect to the BBM Infrastructure.

Resolution 1

The process of Setting up BBM requires an active data connection to the BBM Infrastructure over port 443.

If the device has less than a full signal, move to an area with better coverage. If the current Wi-Fi network or cellular network does not support this type of connection, select another Wi-Fi network (if available) or toggle between the Wi-Fi and cellular connections.

Note: If the device is in Airplane mode, with all wireless radios turned off, disable Airplane mode before attempting to setup BBM.

Cause 2

A failure occurred during the process of updating the BBM display picture or avatar.

Resolution 2

Complete one of the following depending on the scenario:

  1. The BBM display picture or avatar is updated in BBM on the device, but one or more BBM contacts report they are not seeing the update within the Contacts, Chats, and Feeds tabs in BBM on their device(s).
    • Resolution - Update the BBM display picture or avatar and reach out to the BBM contact to confirm if they are seeing the updated picture or avatar.
  2. One or more BBM contacts are missing their BBM display picture or avatar when viewed in the Contacts, Chats, and Feeds tabs in BBM on the device.
    • Resolution - Reach out to the contact that is missing the BBM display picture or avatar and confirm whether they have set it correctly in BBM, then ask them to update the display picture or avatar.


If the issue remains after attempting the Resolution steps above and you don't already have an open support ticket contact BlackBerry Technical Support by completing the following steps:
  1. Visit one of the following links depending on the device being used:
  2. Scroll to the bottom of the page.
  3. Under the Need More Help? heading, click the Contact us for additional assistance button.

If the issue remains after attempting the Resolution steps above and you already have an open support ticket with BlackBerry Technical Support Services, then reply to latest email you received.

Within the reply indicate that you are still experiencing issues with BBM display pictures or avatars and request that your ticket be escalated for further investigation.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.