Symptoms
After upgrade or clone, the custom icon or fonts are missing on the instance and in the browser console, you will be getting the below error message as "Failed to decode downloaded font: <URL>"
For Example:
Failed to decode downloaded font: https://<instance-name>.service-now.com/sys_attachment.do?<sys_id>
assurance?id=customer_search:1 OTS parsing error: invalid version tag
assurance?id=customer_search:1 Failed to decode downloaded font: https://<instance-name>.service-now.com/sys_attachment.do?<sys_id>
assurance?id=customer_search:1 Failed to decode downloaded font: https://<instance-name>.service-now.com/sys_attachment.do?<sys_id>
assurance?id=customer_search:1 OTS parsing error: invalid version tag
Release
Any
Cause
In the CSS includes, the font or the icon are included as an attachment, which is missing.
Resolution
Import the font or the icon attachments from the working instance to the respective file on the CSS include.