Images NOT showing

[shawn_retzer]

We have updated our theme using the branding editor, added our logo and a background image to show in the search area. Both show when we are logged in as ourselves. As soon as we impersonate a user, the logo reverts to the text and the background image in the search area is gone. It does however seem to keep the color stylings. Why would this be occurring?

[dave_slusher]

I tried to duplicate your issue and have not been able to. Can you get REALLY explicit and step by step about what you are doing, who you are impersonating, how and when you load the page, etc? Is this a sub-prod customer instance or a developer instance, etc? The more detail the better. I don't know why it would be but my default wild guess would be "clear the cache".

[dave_slusher]

I also tried this on my employee instance, just to see if a production one in the cloud was different than my local instance. As System Admin I updated theme colors and images for my default portal, and as any arbitrary user I have impersonated, I get all that when I reload the page as them.

[shawn_retzer]

We are impersonating a user that has no role. Could that be the issue? Also, ache was not the problem. Cleared again to verify.

[dave_slusher]

On my employee instance, I impersonated a random user with no roles on the system and they picked up everything. The user had only Self-Service in the navigator, but over on the Service Portal page saw all of my images and theme changes.

Is this on an instance you can point me to and I try for myself? I don't think this is a general problem, seems like there might be something very weird and specific to your config.