Ads not loading on Samsung Note3

[jan]

Hi,

Have downloaded the sample for NativeExpressAds with RecyclerView (https://github.com/googleads/googleads-mobile-android-examples/tree/master/advanced/NativeExpressRecyclerViewExample) and run on 3 devices.

1. Nexus 7 (2013) Android 6.0.1
2. Samsung Galaxy S6 SM-G9201I Android 6.0.1
3. Samsung Note 3 SM-N9005 Android 5.0

Have used both the Test ID and our own ID. For devices 1 and 2, the ads load ok. But it doesn't load on device 3. Is there some issues with older SDK?

Thanks.

compile 'com.google.firebase:firebase-ads:10.0.1'

compile 'com.google.android.gms:play-services-ads:10.0.1'

Google Play Services APK:
Nexus 7 - Version 10.2.98 (440-146496160)
Samsung Galaxy S6 - Version 10.2.98 (440-146496160)
Samsung Note 3 - Version 10.2.98 (238-146496160)

[Joshua Lagonera (Mobile Ads SDK Team)]

Hi Jan,

Would you be able to provide us some error/warning logs that show when you use the device that does not receive ads? Would you, also, provide us the affected Ad Unit IDs?

Additionally, if you are able to provide logs from Charles' Proxy with SSL Proxying enabled, then please do so as it may be valuable information to debug the issue.

Regards,

Joshua Lagonera

Mobile Ads SDK Team

[jan]

Hi Joshua,

Strangely, they are loading now! Maybe the software update worked? Will monitor this for a couple more days to rule out the intermittent issues.

Thanks for the quick response =)

[stepan.de...@gmail.com]

Hi,

I have exactly the same problem with NativeExpressAds + RecyclerView  on Samsung Galaxy S7, Android 7.0 (G930FXXU1DQB3), ads not loading with error code 0 but work perfect on other devices.

First time the issue appeared about month ago and disappeared after few days later, today I noticed it doesn't work again. So jan, you can also check it again with your Note 3.

compile 'com.google.firebase:firebase-ads:10.2.1'

[stepan.de...@gmail.com]

Checked on Sample App - doesn't load on Galaxy S7 as well and works fine on other devices.

[jan]

I've checked on my Note 3 as i have been developing with the ads code commented out and it loaded with both my ad unit id and the test ads id ca-app-pub-3940256099942544/1072772517. Its also loading on Samsung Galaxy S6.

compile 'com.google.firebase:firebase-ads:10.0.1'

Have tried to upgrade to

compile 'com.google.firebase:firebase-ads:10.2.1'

But it would not compile. Maybe you can try 10.0.1 instead?

[Joshua Lagonera (Mobile Ads SDK Team)]

Hi,

I would like to point out that an Error Code: 0 is an Internal Server error, wherein the Ad Request was successful, but an invalid response was received. If ads were previously showing in your device, then I could categorize this as a serving issue.

However, would you be able to provide us the complete error logs you have received, as well as logs from Charles' Proxy, with SSL Proxying enabled, so we may investigate further?

Regards,

Joshua Lagonera

Mobile Ads SDK Team

[stepan.de...@gmail.com]

Hi,

It was definitely working on this S7 device about 1-2 weeks ago, I've checked Sample App compiled with 10.0.1 and 10.2.1 - both doesn't load. I attached the logs from Sample App.

Never used Charles' Proxy, but if i'm correct I have to share wi-fi from laptop to get the network logs from real device, don't have one more wi-fi adapter to do this at the moment. If the logs provided don't help you I will try to find a wi-fi adapter then.

Regards,

Stepan.

[Joshua Lagonera (Mobile Ads SDK Team)]

Hi Stepan,

Thanks for providing me the device logs. There seems to be nothing suspicious in the logs you provided besides the Error Code: 0. 

Since this error is an internal server error, we need you to provide us logs from Charles' Proxy for us to investigate further. 

Also, can you provide us the affected Ad Unit IDs so we may investigate the issue on our end?

Additionally, you can try using this Troubleshooter found on the AdMob Help Center to contact the Product Support Team for serving issues. Be sure to provide them the affected Ad Unit IDs.

Regards,

Joshua Lagonera

Mobile Ads SDK Team

[stepan.de...@gmail.com]

Hi Joshua,

I've configured Charles Proxy, did everything according to this faq, the results are:

1) on Nexus5 (my reference device) - while loading ads I see requests to the following urls:

https://pagead2.googlesyndication.com

https://pagead2.googleadservices.com

https://googleads.g.doubleclick.net

2) Samsung S7 - I don't see the above request at all, so nothing to log. Other requests are displayed fine. It looks like it doesn't send any ad requests and just throws out "Error code 0" instead. Changing Ad Unit IDs don't make any difference. I tried both: my App and Sample App. 

P.S. Have a look on S7 log again (I attached a new one) there are some exceptions on starting app:

NoClassDefFoundError: Failed resolution of: Lcom/google/android/chimera/Fragment;

ClassNotFoundException: Didn't find class "com.google.android.chimera.Fragment" on path: DexPathList[[zip file "/data/data/com.google.android.gms/app_chimera/m/0000000e/DynamiteModulesA_GmsCore_prodmnc_alldpi_release.apk"],nativeLibraryDirectories=[/data/user/0/com.google.android.gms/app_chimera/m/0000000e/n/arm64-v8a, /system/lib64, /vendor/lib64]]

maybe the library even not loading correctly.

Regards,

Stepan.

[stepan.de...@gmail.com]

And log

[Joshua Lagonera (Mobile Ads SDK Team)]

Hi Stepan,

It is interesting that there are no Ad Requests being sent from the S7 device. And judging by the logs, the Ad Requests from the SDK seem to time out after 10 or so seconds. 

Additionally, if the ads are not displaying only on this specific device, then I am able to classify this as a device-specific issue. There might be ad blockers in play that prevent the device from pinging the Ad servers.

However, for us to investigate this further, can you provide us the log-file you obtained from Charles so we may take a look at it? Can you also try and verify if you can receive Test Ads on the S7 device? Could you also try clearing the data and cache of the Google Play Services app installed in the device and see if it helps? Lastly, would you be able to provide us a screen recording of the issue?

Regards,

Joshua Lagonera

Mobile Ads SDK Team

On Friday, April 7, 2017 at 11:38:16 PM UTC+8, stepan.de...@gmail.com wrote:

And log

[stepan.de...@gmail.com]

Hi Joshua,

after clearing data and cache of Google Play Services app it started to load now.

But if possible to prevent this behavior for users it would be great if you could fix this on lib side. I noticed the issue appearing and disappearing itself a couple of times already. I will keep an eye on it and if it appear again I'll let you know here.

Regards,

Stepan.

[Joshua Lagonera (Mobile Ads SDK Team)]

Hi Stepan,

I'm glad you were able to fix the issue. Regarding your concern about the fix being included in the SDK, I will try to raise this to the team and get their insights on this.

Feel free to let us know if the issue happens again.

Regards,

Joshua Lagonera

Mobile Ads SDK team