Pre-roll Ad Black Screen Issue on HTML
yu han
Dear Google IMA Support Team,
We are [IQ], a video streaming platform with a vast library of licensed content. We are writing to seek your technical assistance regarding an issue we've encountered with the pre-roll ad implementation using the IMA SDK for HTML5 .
Issue Description:
Some users in specific regions are experiencing a black screen during the playback of the first video ad. Critically, the AD audio plays normally, and the ad timeline progresses without interruption. Our monitoring shows no AdError events or errors related to this issue in the IMA SDK logs. The video display typically recovers and functions correctly for the second and subsequent ads in the pod.
Could you please provide insights into the potential root causes and any recommended troubleshooting steps or fixes?
We are prepared to provide a test URL, sample videos that trigger the issue, or any necessary logs to facilitate the investigation.
Thank you for your time and support.
Best regards,
Haya
yu han
IMA SDK
Hi,
Thank you for reaching out to the IMA SDK Support team.
We are unable to access the files you shared in another thread containing the issue screen recordings. Could you please reshare them here and include the following details via reply to author option? for further investigation.
- VAST URL
- Affected regions
- Sample videos that trigger the issue
- Any available logs
Additionally, we’ve noticed multiple threads related to this issue, please keep all discussions within a single thread moving forward.
If the file(s) you are looking to share are less than 25mb in total you can attach them to this case on your next reply. If you are having trouble attaching your file to this case or if your file(s) are larger than 25mb, you can share your files with me by performing the following steps:
1. Navigate to
https://docs.google.com/forms/d/e/1FAIpQLSfkAiXMeYP-fw1W3Z-tT9uwmATEKO5X6S-th0gR2ezdKaaqfg/viewform?usp=pp_url&entry.400550049=IMA+SDK&entry.460850823=500Ht00001u6Ir2IAE&entry.80707362=00332396
2. Fill out all fields, and attach your file(s).
3. Please reply back to this thread when you have uploaded your file(s). Please do not share this link.
Thanks,
 |
IMA SDK Team |
Feedback
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[2025-09-10 19:52:09Z GMT] This message is in relation to case "ref:!00D1U01174p.!500Ht01u6Ir2:ref" (ADR-00332396)
IMA SDK
Hi,
Thank you for getting back to us.
I tested the provided VAST tag using the IMA VSI Inspector Tool, but unfortunately, I am unable to reproduce the ad black screen issue in the Canada region. Could you confirm whether the mentioned issue is reproducible in our sample project? If yes, please share the following details via reply to author option? for further investigation.
- Sample project reproducing the issue
- Issue screen recording with the div tag
- Charles logs
If the file(s) you are looking to share are less than 25mb in total you can attach them to this case on your next reply. If you are having trouble attaching your file to this case or if your file(s) are larger than 25mb, you can share your files with me by performing the following steps:
1. Navigate to
https://docs.google.com/forms/d/e/1FAIpQLSfkAiXMeYP-fw1W3Z-tT9uwmATEKO5X6S-th0gR2ezdKaaqfg/viewform?usp=pp_url&entry.400550049=IMA+SDK&entry.460850823=500Ht00001u6Ir2IAE&entry.80707362=00332396
2. Fill out all fields, and attach your file(s).
3. Please reply back to this thread when you have uploaded your file(s). Please do not share this link.
Thanks,
|
IMA SDK Team |
Feedback
How was our support today?
[2025-09-12 19:36:05Z GMT] This message is in relation to case "ref:!00D1U01174p.!500Ht01u6Ir2:ref" (ADR-00332396)
Mohd Zahid
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