[Clare]

The header photo is cropping itself too high, so it only fills three-quarters of the space of the header. We cannot work out why.

[Zed]

The header image gets cropped to the size it is required to fit (the configured header height and configured site width).
If you image is bigger but the wrong aspect ratio, it will get cut in the wrong way.

Make sure the image you wish to use is already the right size (WordPress will tell you which size it prefers) or proportionally bigger, or skip the cropping step altogether (but your image may look stretched on mobile devices where size is forced).

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