Banner logo is not displayed for all users

[Karthik152]

I have uploaded the banner logo under Basic Configuration and Basic Configuration UI16, and also updated it at the company level. But the custom logo is visible only to admin users, while other users still see the default ServiceNow logo, even after clearing the cache

Even, I tried delete OOTB box logo "sn-logo-light-green" in attachment table

Current Version: Yokohama

Note: Banner Image is in white color

Basic Configuration:

Basic Configuration UI16:

My Company:

Could you please help me with this issue? It would be greatly appreciated.

[J Siva]

Hi @Karthik152 
Could you please share the pics of admin view and non admin view?
Regards,
Siva

[GlideFather]

Hi @Karthik152 

Always try to log out, clear cache, log in.

Or use different browser eventually incognito mode.

When I was changing an instance icon it took almost a half day but it was PDI.. and Safari took days to reflect while Brave displayed the change immediately.

Try to test it from different perspectives, always deleting precached and browsing history 

Let me know if you have any progress 

[Sohail Khilji]

HI @Karthik152 ,

The root cause of the issue is related to the incorrect image file type such as .'iix' being used for the banner image property.

The default expected behavior OOB will produce an error when attempting to upload the '.iix' file type using the UI16 Basic Configuration module page. However, users are able to bypass this restriction after turning the 'glide.security.file.mime_type.validation' system property value to False.

Furthermore, the 'Company' field in each individual user profile links to the 'core_company' table which also has a UI16 banner property. If the specific user profile property is configured with a different image, it will override the default system property.

To resolve the issue, there are two options:
> Upload the banner image again as a '.gif, .png, .jpg, .ico, .svg or .bmp' using the upload '+' button on the under the basic UI16 configuration menu.

or

> Use an image already uploaded into the instance and change the system property 'glide.product.image.light' to 'type=image' and 'value=uploaded image name'

[Aniket Chavan]

Hello @Karthik152 ,

I just tested this on my end by following the steps from the official doc (linking it below), and the banner logo change worked fine for me — both as an admin and a non-admin user. The new logo reflected within a few seconds.

From what I saw, there’s no restriction based on roles for this — so non-admin users should see the updated logo too. I believe you must have followed the same steps already, but just in case, I’d suggest a few things to try again:

• Clear browser cache

• Try in an incognito window or a different browser

• Run a cache.do and logout.do and then log back in

Here’s the doc I followed:

• Change instance banner logo in Next Experience

Hope this helps — let me know how it goes!

🔹 Please mark ✅ Correct if this solves your query, and 👍 Helpful if you found the response valuable.

Best regards,
Aniket Chavan
🏆 ServiceNow MVP 2025 | 🌟 ServiceNow Rising Star 2024