Symptoms

The Provider configured Parallels Business Automation (PBA) to include the company logo in PDF attachments in notifications. The URL to your logo parameter in the common notification settings is set to a working URL.

But the logo is absent/disrupted (incorrectly shown as coloured rectangular) in PDF files with any type of notifications - invoices, order/account/subscription notifications, etc.

Cause

  1. Incorrect path to the logo is set in notifications.

    The skin layout was changed in Parallels Automation (PA) 5.4; new version 3 skins are now used, and the previously configured URL is no longer correct after upgrading to PA 5.4.

  2. Alpha channel is used in the png image.
  3. Default htmldoc utility is used and logo is loaded over https.

Resolution

  1. Verify that the URL to the image is set correctly in PBA Provider Control Panel

    PBA 5.4:Communication Director > Notification Manager > Settings > URL to your logo

    PBA 5.5: Home > System > Settings> Notifications > Common Notification Settings

    The correct URL to the company logo after upgrading to PA 5.4 looks like this:

    https://BRANDED_CP_URL/static/skins/default/v3/images/logos/panel-logo.png

    where BRANDED_CP_URL is the URL of the branded POA Control Panel from System > Settings > Brands

    The company logo can be customized on the reseller's level.

    Note: If a custom skin is used, then the file with the company logo must be named panel-logo.png in the skin's content.

  2. Switch to single-color transparency in the image or use a different format (e.g. jpg).
  3. Sometimes there are issue with htmldoc utility that is not able to fetch an image loaded over https. Htmldoc is a third-party utility, so you can either contact htmdoc support or as a workaround put an image so that is loaded over http and change URL to your logo accordingly in Home > System > Settings> Notifications > Common Notification Settings

Internal content