Picture login/secret word login glitch

I’m having trouble enrolling students and, since support has not gotten back to me, I wondered if anyone found a solution to this small glitch I’m having. For picture and secret word logins, it is supposed to bring up either a display name, picture, etc for them to choose from. However, these are not showing up regardless of the browser I use. Am I doing something wrong, or is this a legit bug? I can use Username/password for my program but using the other login options would benefit my younger participants