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Support Article

Logo Images are not rendering on User Portals



The user's logo does not display in the User portal.

Error Messages

Not Applicable

Steps to Reproduce

  1. Create a Production rule to use a binary file to utilize the custom logo for the Case Manager portal.
  2. Create two different access groups.
  3. In one of the access groups in the runtime configuration, remove the Production ruleset which contains the image file. Verify that the operator which used the access group that does not have the Production ruleset defined did not obtain the operator logo in the Case Manager portal.

Root Cause

An issue in the custom application code or rules  
The access group was not configured to use the Production ruleset which contained the image file.


Perform the following local-change:

For users who are unable to view the header logo,
  1. Navigate to the Access group > Advanced  > Production Rulesets.
  2. Add the ruleset which contains the image file.

Published August 19, 2019 - Updated December 2, 2021

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