Problem creating App Engagement Ads

[sebastia...@despegar.com]

Hello,
I have a problem when creating App Engagement Ads using the AdWords API.
In a previous question I discussed how to use the AdWords API to create text and image "App Engagement Ads" (TemplateAd's).
The problem I am having now is that I am having problems visualizing the created ads in the web UI. I have two problems:

1) App Engagement Image Ads and Text Ads.
From th AdWords UI I can see they are successfully created with my program but the preview can no longer be shown when I click "View full size display ad." This used to work a couple of days ago after I uploaded Ads with the same program. Is it possible that I am not uploading well-formed ad's and this is the reason the UI cannot generate a preview for them? The error message I get is the following:

"There was an error with your operation. If you were trying to make a change, it may not have saved. Please refresh this page to try again. If the error continues, log out of your AdWords account, then log in again and return to this page."

Strangely enough, if I enter the ad and click "save", after I do that the UI becomes able to show the preview.
Can somebody explain this to me?

2) App Engagement Text Ads.
Apparently, with my program, the "Call to Action" field is loaded correctly but when shown in the preview it is not loaded correctly. I attach an image to this post so you can understand the problem. In the image, where it says "INSTALL" it should say what the "Call to Action" field says, but this is not what I get.

[sebastia...@despegar.com]

Is there any way I can check whether the Ads are correct or not without using the UI in AdWords web?
I do not know whether the UI is crashing or the Ad was incorrectly created. The second case would be rare because it should have failed while it was being uploaded, but it didn't.

[Thanet Knack Praneenararat (AdWords API Team)]

Hello Sebastian,

Sorry for the delay.

Let me check with the engineering team for this discrepancy.

Could you please do Reply privately to author and send me your campaign ID, ad group ID, and ad ID of the ad in question (especially those of the ad in your screenshot)?

Thanks in advance.

Best,

Thanet, AdWords API Team

[sebastia...@despegar.com]

Hello Thanet,
You replied to me privately on September 2nd after my private response to you.
Do you have news on this issue? I am still getting the UI crash after creating TempalteAd's
with the AdWords API.

[Thanet Knack Praneenararat (AdWords API Team)]

Hi Sebastian,

Unfortunately, I haven't got update back from the engineering team.

I'll let you know once I get update.

Best,

Thanet, AdWords API Team

[sebastia...@despegar.com]

Hello Thanet,
Do you have any news on these issues?
1) UI crash when clicking "View full size display ad"
2) Discrepancy between Call-to-action field in Text Ads and rendered ad image. (see my first post)
Thanks again,
seb.

[Thanet Knack Praneenararat (AdWords API Team)]

Hello Sebastian,

Really sorry for keeping you waiting.

I'm chasing this issue with the engineering team, but unfortunately, I haven't got update from them yet.

Cheers,

Thanet, AdWords API Team

[sebastia...@despegar.com]

Hi Thanet,
We are still facing this problem and, on top of that, we now have a third problem
(you can find the new question in this link).
Any new from your side?
Thanks,
seb.

[Thanet Knack Praneenararat (AdWords API Team)]

Hi Sebastian,

Sorry for making you wait for a long time.

I've just got some updates. Please see the my comments below:

1) UI crash when clicking "View full size display ad"

It seems your ads that have problems with preview were created without an app store & app id.

Could you please fix them using API and see if you can preview them in UI?

 

2) Discrepancy between Call-to-action field in Text Ads and rendered ad image. (see my first post)

We are aware of this issue and made change to so the call-to-action text is shown in preview. 

This may take a few days to a week until it gets updated.

Best,

Thanet, AdWords API Team

[sebastia...@despegar.com]

Hi Thanet,
I've just tried that and now I can create Image ads (template id: 455)
and correctly visualize them in the Adwords UI. Great news!
However, the new problem persists (see this question), so I can't check
whether I can visualize Text ads yet.
I'll try to write back to you in this question when the other problem gets
fixed.
Thanks,
seb.

[sebastia...@despegar.com]

BTW, Thanet, do we have to correct all the Ads we've been creating so far
which do not have the appId and appStore set???

[sebastia...@despegar.com]

((They are all approved, and the app id and app store are set at the campaign level))

[Thanet Knack Praneenararat (AdWords API Team)]

Hi Sebastian,

As far as I've confirmed, ads that have no appId and appStore need to be set.

I'll get back to you once I get more information.

Best,

Thanet, AdWords API Team

[sebastia...@despegar.com]

Alright then...
We'll try to update those ads, and if we can't, we'll just crate them again.
HOWEVER, if we have to recreate them, we are still unable to create
text ads with your API (because of this problem).
I must tell you, though, I can't help feeling annoyed about this issue. The
appId is set at the campaign level, and you can also get the appId from
the deeplink.
Anyway, I appreciate your time and effort, Thanet!

[sebastia...@despegar.com]

Hi Thanet,
I have bad news. Yesterday we paused the image ads we had
created before -without setting appId and appStore-, and we
recreated them effectively setting those fields.
However, today, the recreated image ads were all disapproved
for "Clarity & revelance" reasons. This is quite a surprise be-
cause those same ads had been approved before. The only
difference between the "old" ads and the "new" ones is the
setting of appId and appStore fields.
Do you know what could be wrong now?

[Thanet Knack Praneenararat (AdWords API Team)]

Hi Sebastian,

Could you please send me SOAP logs when you created some of those ads in problem?

The review and approval of ads is out of our scope, as we support only AdWords API.

So, it may take some time to investigate as I need to pass this information to other teams.

I apologize for this inconvenience.

Cheers,

Thanet, AdWords API Team

[sebastia...@despegar.com]

Hello Thanet,
I think we know what's causing the issue. Although we are setting
the new fields, it seems that the appStore is incompatible with the
appId for the ads we tried to create. I guess this would have been
easier to detect if the API had failed to create inconsistent ads ins-
tead of creating them and disapproving them later.
We'll give it another try and I'll let you know if everything is OK now.
(We still can't create text ads though -but that's for the other post.)

[Thanet Knack Praneenararat (AdWords API Team)]

Hi Sebastian,

Thanks for actively investigating the issue along side with us.

I'm following this issue with the engineering team and will let you know once I get updates.

Best,

Thanet, AdWords API Team

[sebastia...@despegar.com]

We'll give it another try and I'll let you know if everything is OK now.

 

We performed a second run setting appId and appStore and this time
the image ads were approved. As I said before, the problem in the first
run was that we were setting incompatible values.

I'll chose your previous answer as the best one for the problem of this
question. Please help us with the other question (link) if you can,

Thanks,
seb.

[Thanet Knack Praneenararat (AdWords API Team)]

Hi Sebastian,

Thanks for letting us know.

It might be because the fix needed some time to propagate.

For the other question, let's talk in that thread.

Best,

Thanet, AdWords API Team

[sebastia...@despegar.com]

2) Discrepancy between Call-to-action field in Text Ads and rendered ad image. (see my first post)

We are aware of this issue and made change to so the call-to-action text is shown in preview.

This may take a few days to a week until it gets updated.

It still hasn't been fixed. We'll wait a couple days and give it another try!

[Thanet Knack Praneenararat (AdWords API Team)]

Hi, 

I'm checking on that part.

Cheers,

Thanet, AdWords API Team

[Thanet Knack Praneenararat (AdWords API Team)]

Hi Sebastian,

I've been informed that the fix may go out at earliest in the next week.

So you may not need to try on your side until that time.

Sorry for making you wait and thanks for your understanding.

Best,

Thanet, AdWords API Team

On Tuesday, October 13, 2015 at 8:45:28 PM UTC+9, sebastia...@despegar.com wrote:

[Thanet Knack Praneenararat (AdWords API Team)]

Hi Sebastian,

I've got more information that if you setup app ID and app store correctly, the image should render as your provided call-to-action filed text.

Could you please confirm again?

Best,
Thanet, AdWords API Team

On Tuesday, October 13, 2015 at 8:45:28 PM UTC+9, sebastia...@despegar.com wrote:

[sebastia...@despegar.com]

Hi Thanet,
I don't understand. You mean to say that if I can't see the Call-to-action
rendered correctly it is because I am setting app-id and app-store wrong?
I've just created some text ads and I can visualize them properly -which
means that they have app-id and app-store fields set- but I still got an
inconistent Call-to-action field in the rendered ad.
I'll send you the ad id I've just created privately.

[sebastia...@despegar.com]

Alright, for anyone interested in the issue, this seems to
be the final answer:

I've been confirmed that though the preview is not correct, when

being served in the real time, your ads will show the call-to-action

caption correctly. Unfortunately, this discrepancy issue will not be

fixed in the near future.

Thanks again Thanet!
seb.

[Thanet Knack Praneenararat (AdWords API Team)]

Hi Sebastian,

Thanks for summarizing this information.

Cheers,

Thanet, AdWords API Team