Replacing the Broken Logo URL on a NetSuite PDF
Recent NetSuite changes have created logo sourcing issues and formatting changes on PDFs. These changes result in a question mark image replacing a company logo on PDFs.
Note: This issue could affect any PDF that is sourcing a file from the file cabinet. Our consultants have mostly been noticing it across the following PDF types:
- Invoices
- Estimates
- Packing Slips
NetSuite PDF Logo Issue Solved!
We have found a solution to this logo-sourcing issue on NetSuite PDFs. The short answer is that you will need to replace the broken logo URL on your NetSuite Advanced PDF templates with an updated HTTPS link to the logo file. Below, we have outlined the step-by-step instructions to resolve this PDF logo problem in your own NetSuite account.
Cause of this NetSuite PDF Logo Error
As of April 2, 2025, NetSuite server storage only supports secure domains. This means that HTTP image domains stored in the file cabinet are no longer active, along with other legacy domain formats such as those including shop.netsuite.com and secure.netsuite.com.
"HTTPS is currently the industry standard for ecommerce services, and consumers prefer seeing the secure icon in their browser address bar." - Oracle NetSuite's Announcement; see Oracle’s Secure Domains article for more information.
Image Source: Oracle NetSuite
Our experience is that NetSuite has rolled out the change gradually across different NetSuite accounts since April 2nd, so not everybody is being affected at the same time.
As a result, PDFs that source image files using these HTTP links will not successfully display the desired image. For example, the first two logo image links on this file record in NetSuite's file cabinet no longer contain valid domains:
Step-by-Step Solution to the NetSuite PDF Logo Sourcing Problem
To solve this issue, we need to replace the current broken logo URL (HTTP) on the PDF with a secure link (HTTPS) to the same file.
Step 1: Access the Advanced PDF Template source code for the PDF that is failing to display the logo properly.
Note: If you are not sure how to do this, check out our FREE NetSuite Advanced PDF Course for more detailed instructions.
For purposes of demonstration, we will use the Advanced PDF Template for an invoice.
Step 2: Find the logo image source tag in the source code of the NetSuite Advanced PDF template.
<#if companyInformation.logoUrl?length != 0› <img src="http://[NetSuiteAccountID].shop.netsuite.com/core/media/media.nl?id=[FileID]&c=[NetSuiteAccountID]&h=[NetSuiteFileHash]" </#if>
Step 3: Navigate to the NetSuite file cabinet and search ‘logo’. Click Edit next to the logo file currently used on your PDFs in NetSuite.
Step 4: Within the logo image file record, click on the link under the third URL field down to confirm that the link displays the desired image. (This is the one with the app.netsuite.com domain.) If it works, this is the secure link you are looking for. Copy this valid logo URL; you will need it in a moment.
Step 5: Paste the copied logo URL within the quotes of the image source tag in the source code of your Advanced PDF template.
<#if companyInformation.logoUrl?length != 0› <img src="http://[NetSuiteAccountID].app.netsuite.com/core/media/media.nl?id=[FileID]&c=[NetSuiteAccountID]&h=[NetSuiteFileHash]" </#if>
Step 6: Replace all ampersands (&) within the URL you just pasted with “&” to escape FreeMarker formatting.
<#if companyInformation.logoUrl?length != 0› <img src="http://[NetSuiteAccountID].app.netsuite.com/core/media/media.nl?id=[FileID]&c=[NetSuiteAccountID]&h=[NetSuiteFileHash]" </#if>
You don't actually have to understand the components of this URL; all you have to do is swap out the two ampersands.
Step 7: Save the Advanced PDF Template and print the NetSuite record PDF to ensure the logo displays as intended.
Congratulations! You've resolved this issue on your invoice PDF! You will want to repeat this process for all NetSuite PDFs affected by this logo URL error.
Author: Basil Millevolte
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