question Banner logo is not displayed for all users in Community Central forum

Banner logo is not displayed for all users

Karthik152 — Tue, 15 Jul 2025 07:29:42 GMT

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.

Re: Banner logo is not displayed for all users

J Siva — Tue, 15 Jul 2025 07:42:45 GMT

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

Re: Banner logo is not displayed for all users

GlideFather — Tue, 15 Jul 2025 07:47:08 GMT

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

Re: Banner logo is not displayed for all users

Sohail Khilji — Tue, 15 Jul 2025 07:50:32 GMT

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.

> 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'

Re: Banner logo is not displayed for all users

AniketC85155510 — Tue, 15 Jul 2025 08:44:48 GMT

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

Re: Banner logo is not displayed for all users

AniketC85155510 — Tue, 22 Jul 2025 10:36:16 GMT

Hello @Karthik152 ,

Just wanted to check in to see if my earlier response helped you out or if you're still facing any issues. If your query is resolved, it would be great if you could mark my reply as helpful and accept it as the solution — that way it can also benefit others who come across the thread later.😊

Also, if you found any other responses helpful, feel free to mark those as helpful too. You can even accept multiple solutions if they contributed to resolving your issue.

Let me know if you need anything else!

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

Re: Banner logo is not displayed for all users

Viper777 — Thu, 04 Sep 2025 20:46:18 GMT

I am having the same issue in my sub-prod environments. Were you able to find a solution?