How to Fix DelveApi.ashx Not Returning SharePoint User Photos
Question details
User profile photos are missing from SharePoint directory links and DelveApi.ashx endpoints, despite appearing correctly in Microsoft Delve.
- Product
- Microsoft 365
- Device & OS
- not provided
- Scenario
- Retrieving or displaying user profile pictures programmatically or via standard URLs across the SharePoint environment.
- Observed behavior
- Profile pictures fail to load via DelveApi.ashx or standard photo URLs, affecting multiple accounts due to a Microsoft 365 backend or authentication issue.
Verify whether the issue affects a single user or multiple accounts, and confirm that the users have uploaded valid profile pictures in their Microsoft 365 account settings.
Escalate to Microsoft 365 Support via IT Administrator
Since this involves a known Microsoft 365 backend issue affecting image paths and authentication, it requires escalation through your organization's admin center.
Standard users cannot resolve backend routing or API issues with DelveApi.ashx. Microsoft Support has the necessary diagnostic tools to trace the failure between Delve and SharePoint endpoints.
Log in to the Microsoft 365 Admin Center with a global or service support administrator account.
Click on the 'Support' tab on the left-hand navigation menu and select 'Help & support'.
Enter a detailed description of the issue, specifically mentioning that 'DelveApi.ashx is not returning user photos' and 'SharePoint directory links are broken for multiple users'.
Follow the prompts to select 'Contact Support' and submit a new service request for the Microsoft engineering team to investigate the backend service.
Force a Profile Picture Synchronization
Updating the profile picture in Microsoft 365 can sometimes re-trigger the sync process across Delve and SharePoint.
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Frequently Asked Questions
Why do profile pictures show in Delve but not in SharePoint?
Delve uses a different caching and image retrieval mechanism than standard SharePoint directory links. If the DelveApi.ashx endpoint encounters authentication or backend pathing issues, the images will fail to sync or display in other Microsoft 365 services.
How long does it take for a new Microsoft 365 profile photo to sync?
Standard synchronization for user profile photos across Microsoft 365, Exchange Online, and SharePoint can take anywhere from 24 to 72 hours to fully reflect across all endpoints.
Can a standard user fix the DelveApi.ashx error themselves?
No, backend API and routing issues cannot be fixed by standard users or client-side troubleshooting. The issue must be reported to the organization's IT department so they can open a ticket with Microsoft Support.
