Jira Service Desk - Project Logo being cut-off in Chrome

[Rune Johannessen]

Hi,

My project  logo shows as it should in Edge in Jira Service Desk, in Chrome the lower part is being cut-off even though when when adding the logo through Chrome the logo fits within the editor frame. 

Please see attached print screens for details. 

Appreciate any input to correct this issue. 

Regards

Rune

From Chrome: Logo fit within the frame in the upload editor:

 

From Chrome: Logo being cut-off

 

From Chrome: Logo in Service Desk view

 

From Edge: Logo in Service Desk view

[Andy Heinzer · Accepted solution]

Hi Rune,

I understand that you are uploading a project logo for a Jira Service Desk project, but that this logo looks like it is getting clipped incorrectly when displayed in Chrome.  I am interested to try to learn more here so that we can try to help here.

• What version of Chrome are you using here?
• Whats the source dimensions of the image you are uploading here (before any adjustments made by Jira)?
• I see this image has transparencies, but this is a .gif or a .png or some other format?

I'd like to be able to recreate this behavior in order to better understand it myself, but so far I have not been able to do this.  At least with my own Chrome running 83.0.4103.116 (Official Build) (64-bit) and the few sample images I tested with appear correctly in my version.  So I'd like to learn more here to try to recreate the problem you have reported here.

Thanks

Andy

[Rune Johannessen]

Hi Andy,

Thanks for supporting. 

I'm on the same Chrome version as you. And the file is a png. 

I've manage to fix the problem. Initially the file was 187kb and dimension 61x71 pix (transparent).

I swapped to a file non transparent and with file size 13kb and dimension 116x107 pix and that seems to do the trick. 

I've tried to search for size limitation for custom logos/avatar picture etc but haven't found any hit yet (most likely due to that I'm not that familiar with how to navigate in the jungle of help files in Atlassian yet... ). Is there some articles/guides in file size and dimension? 

Thanks Again

Rune

[Andy Heinzer]

Hi Rune,

Glad to hear you found a fix here.

In my own testing it appears that this project icon will default to appear at 50x50 pixels.  But the upload process will let you crop whatever you upload and will try to make it meet that constraint.  If the customer portal page is reduced in size, that icon can dynamically appear in a smaller format, but again it is still using square proportion here.  I have not found a clear guide here, but I would expect any file larger than 50x50 to be optimal here.

I found that when I uploaded the first project icon, it appeared right away in the customer portal. I did notice in my testing here that there was a lag between uploading another new project icon and seeing that new icon in the customer portal.   But when changing that project icon to something completely different, it took about 2 minutes before the customer portal reflected that change.  During that time I found that doing a hard refresh (hold shift when reloading the page) did not display the new icon.  Also opening a new incognito session to the portal also showed the old icon.  After a few minutes, this icon automatically updated.  I suspect that perhaps there was a CDN that had not yet invalidated it's cache of that icon, but I think that was a bit off.

Not sure if that applies to the problem you reported here.  But it might have been a factor at some point here.  Sorry I don't think we have much in the way of documentation for this specific feature yet.  I will reach out to my documentation team to see if we can put something together to better serve here.

Andy

[Rune Johannessen]

Hi Andy,

I've noticed the same lag and behavior when changing logo. Took me bit frustration to understand what's going on...

Thanks again for your help and for requesting some doc update on the topic. 

Regards

Rune

[Andy Heinzer]

Just wanted to let you know I created a new bug for this logo lag in JSDCLOUD-9272.