Queue and Check in header logo not displaying on a specific instance

[Daniel199]

Hey,

We have a really weird issue and I was hoping someone may have come into contact with a similar problem at some point. So we set up the walk-up experience and put our own custom logos for queue and headers using the relevant fields on the queue record. We couldn't get these to capture properly in the update set without corrupting the image. So every time we moved it up through the sub-production instances we would manually set the logos. This worked perfectly through 3 different instances, on all of the browsers, the logos were visible on the queue and check-in page of the walk up portal when impersonating the walkup user.

We finally deployed the changes to production and I manually set the images up again and for some reason they're no longer working. It doesn't work on Chrome, Edge or Firefox (normal) for the end user. For another developer it works on normal firefox and for me it works on firefox developer edition. Whenever I load up the page on a browser where it doesn't work I get an error from the api that's trying to fetch the resource that says 403 - forbidden.

This might not entirely be a walk-up specific issue, but the behavior is really weird and there's no real consistency to how it behaves. I've checked ACLs and the walkup user has access to read the sys_attachment table where the images are stored, and obviously since it works in some browsers it probably isn't an ACL issue. Is there a setting on the browser that needs to be toggled, that might have been toggled previously on the working browsers? Has anyone seen this issue happening before?

Thank you for any help, it's a really tricky one to try to decipher.

[Anish Reghu]

It seems like you have checked the permissions and ACLs, so the issue might be with the browser settings. Here are a few things you could try:

1. Check if the browser cache is causing the issue. Clear the cache and try again.
2. Check if any browser extensions or plugins are blocking the images from being displayed. Try disabling these and see if it helps.
3. Check if the same issue occurs in an incognito window. This will help determine if any browser extensions or plugins are causing the issue.
4. If the issue persists, try accessing the images directly by going to the URL where they are hosted. If you are able to access the images this way, it could be an issue with how the images are being rendered on the page. You might want to check the HTML and JavaScript code for any issues.
5. If none of these solutions work, it might be helpful to check the browser console for any error messages that could give more insight into the issue.

Kindly mark the response as Correct or Helpful.

Cheers,

Anish

[tobiasbruckmann]

Hi @Daniel199 ,

could you resolve the issue in the mean time?
We are currently facing the same issue on a custom portal.

Kind regards

Tobias

[tobiasbruckmann]

Hi @Daniel199, @Anish Reghu 

we are currently facing the same issue with an image on a custom portal.

On one instance it is working without any issues, in the other instance we get a 403.

BUT we only get the 403 with the ?t=medium suffix (as automatically added in the quick links widget.

Accessing the file without the suffix is possible for the same user.

@Daniel199 : Have you meanwhile resolved the issue and how?

@Anish Reghu: Any thoughts on this (P.S.: I have checked all your suggestions without success)

Kind regards
 Tobias