The customer's logo was not showing up in their shipping form. This particular factory has 2 different company names for 2 different lines of products, so the logo needed to display correctly before the form could be sent.
The logo image was not being pulled into the document because the image file itself was marked as "read only". the solution was to navigate to the location of the image and right click > properties > uncheck read only. Even though BizApp does not modify the image in any way, the read only restriction prevented the image from loading correctly. It is common for windows permissions to prevent BizApp from retrieving files like this. Administrators should be careful to only lock down files that are truly sensitive or important.