Hi @allpo.dev !

Check that your image is not a .PNG with a transparent background. This can happen in this scenario, however this background will not always be replicated at the time of use. Look at my example below, I’m using a .PNG with a transparent background (image on the right, with checkered background for better example), when applying the image, the background was painted blue, but this did not happen on the product.

Hi @Vinicius.Rodrigues Thank you for your reply. The black box I mentioned above refers to the position of the avatar pointed by the red arrow below.

Hi @allpo.dev  , sorry about my misunderstood and thank you for your clarity!

This “black box” happens for the same reason, a .PNG file with a transparent background. My suggestion is to use a .JPG file with a white background.

To take a simple example, I’m using the exact same image above, but now I’m uploading in my user profile image. You can see this “black background” again.

However, if you take the exact same image, but transfer to a .JPG with a white background, this won’t happen again:

Hi @Vinicius.Rodrigues  I tried a JPF file with a white background, but the “black box” happen again.    I have attached the JPG file below.

Hi @allpo.dev !

OK, I tested using your image, and happened to me too (this “black box”). Could you please try to click on this option below and proceed with a new test?

I did it and solved it. 

Hi @Vinicius.Rodrigues 

I tried it, but there is no option like you mentioned.

Hi @allpo.dev !

Thank you for reporting it, not sure why this option is not available through Manage Profile.

Please, try this way: My Preferences (under Manage Profile) > General > Click on your photo profile. By doing this, you’ll have that option.

Hi @Vinicius.Rodrigues 

Thank you for your guidance. I found this option according to the guidance you gave, and the problem has been solved.

Thank you again.

Hi, I tried to log in and follow the instructions provided in this conversation, but I'm still having the issue with the black border around the image. I'm not able to see the preview with the eye icon and the square image selection — I only get the first option where the image can be cropped in a circular shape.
How can I fix this? thank you.

Hello ​@rosaspaziani,

Thank you for reaching out to the Docusign Community! I am sorry to hear about the issue you are having. May you please confirm these are the steps you followed:

• Use a .JPG file with a white background.
• Manage Profile > Profile Image > Update or
• My Preferences > Under Docusign ID Card, click Add a Profile Photo
• Zoom in/out the photo

Let us know if you have questions. Thank you!

Melanie | Docusign Community Moderator
Mark this as "Best Answer" if it helped!

Hello @melanie.panguito.

Yes, I confirm that this is the procedure I followed to upload the profile picture. Do you know a way to solve this problem? Thank you.

Hello ​@rosaspaziani.

Can you please attach the JPG file here? Thanks!

Best,

Melanie | Docusign Community Moderator
Mark this as "Best Answer" if it helped!

Hello ​@Melanie.Panguito. 
Here is the file! Thank you very much for your help.

Hello, 

I am having the exact same issue where there is black box surrounding profile picture. I have uploaded a JPEG and have also attempted to put a white border around the image, but still no luck - Super frustrating! 

Can someone please take a look?

Hi ​@rosaspaziani ​@Cadence — thanks for the heads up on this.

It looks like you’ve hit a potential issue. We’ve flagged it for our engineering team, who are actively investigating under ticket ID-9387, and they’re working to get to the root of it. We know bugs can be frustrating, and we apologize for the hassle.

If you'd like to stay in the loop, we suggest opening a support case and referencing the ticket number so you get notified of updates:
👉 Open a Support Case

Here if you need us!

Best,

Melanie | Docusign Community Moderator
If this helped, don’t forget to click “Best Answer”!

Hello ​@rosaspaziani and ​@Cadence,

Just wanted to update you that the status of this ticket is still open. Engineering team is still working on the fix. As previously mentioned, you can Open a Support Case to receive notifications regarding updates.

Thank you for raising this to us, and we appreciate your patience as we resolve this.

Best,

Melanie | Docusign Community Moderator