This is really weird. The custom logo / print function works perfectly on this end. I’m sure that you’ll find the same thing if you try it in the demo.
https://osticketawesome.com/a/1.14.2-2/scp/theme.php#logo-options
What file type are each of you using for the logo?
Other than a file type issue, we can’t find any mistakes in the code or think of any other reason why this wouldn’t work.
If either of you would be willing to let us access your installation, that would be extremely helpful.
If so, please submit this form with as much detail as possible.