Admob Ads buttons on the back of the navigation bar, how fix it?

[Anatolii T]

Hello.

My customers have the problem, the ads buttons ( close and other ) are hidden by navigation bar. 

How I can fix it?

When customer taps to the "back" button the ads are not to close.

[Mobile Ads SDK Forum Advisor Prod]

Hi there,

Thank you for reporting this. Please be informed that the team is fully aware regarding the behavior wherein the ads were not closing upon tapping the back button. This is currently under investigation.

As per the ads buttons ( close and other ) are hidden by navigation bar, could you kindly provide the following details, for us to investigate the issue further?

• a Charles log (see instructions here) capturing the behavior (if locally reproducible)
• List of devices where the issue occurs

Regards,

Teejay Wennie Pimentel Mobile Ads SDK Team

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[Anatolii T]

Sorry, no log. Because this is customer device.

The device is Xiaomi Mi 8, Android 10.

[Mobile Ads SDK Forum Advisor Prod]

Hi Anatolii,

Thank you for bring this issue to us. I work along with Teejay and will be assisting you today with this.

For the "X" not appearing properly. Would it be possible to get at least a screenshot of what it looks like. Also we would need more details about what is happening and any errors that the system might be sending back. We would strongly advise that you add Charles so as to allow tracking of this issue.

Especially for the back button issue we would ask for the exact phones that you are seeing this issue wigth. As well as the ads that you are seeing this with.

Regards,

William Pescherine Mobile Ads SDK Team

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[Candy Leung]

You can reproduce it by going to device's Settings and adjusting system font size to largest.

With larger text in ad, the close button at the bottom goes out of screen.

My users are having the same issue; the buttons are totally covered, leaving them no way to close the interstitial.

Maybe not all ads have this problem, but the type / layout that Anatolii showed definitely has.

[Mobile Ads SDK Forum Advisor Prod]

Hi Candy,

Thank you for reporting this. However, I'm afraid that I wasn't able to reproduce the issue on my end using our sample app (please see attached screencast). With this, could you kindly confirm/provide the following details?

• Is the issue occurs on a specific device?
• Is the reliably reproducible on your end? If so, kindly provide us a Charles log (see instructions here)

Regards,

Teejay Wennie Pimentel Mobile Ads SDK Team

ref:_00D1U1174p._5004Q23vOMc:ref

[Candy Leung]

Hi Teejay,

I think the content of your interstitial is a static image which is not affected by OS font size; you need a HTML5 interstitial to reproduce the issue.

[Candy Leung]

Hi Teejay,

I don't see that type of ad at this moment (so can't capture Charles log); but here are some screencasts / screenshots I recorded earlier.

Normal system font size:
https://drive.google.com/file/d/13WVNnR8asDC7Xq33aHlRAb_n3slsmUac/view?usp=sharing

Large system font size:
https://drive.google.com/file/d/1HM57i0zMLJMRwINDT0qmjluxGqGfLlBh/view?usp=sharing

[Narek Khachatryan]

Hi All,

Got the same issue, and it's happening quite a lot recently.

Example phone: Samsung Galaxy Note9 with power saving mode ON (which causes bigger text size).

To emphasize: this is a major issue, it causes customers to close the app (sometimes shut down their phone) and lose their progress in the app. Needless to say they leave negative feedback and uninstall the app.

[Mobile Ads SDK Forum Advisor Prod]

Hi Candy,

I still wasn't able to reproduce the issue on my end even loading an HTML interstitial ad (please see attached screencast). Is the issue reliably reproducible on your end? If so, kindly provide us a Charles log (see instructions here) capturing the behavior. This will greatly help us in our investigation.

[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

The team is fully aware on the issue regarding the back button. We'll update this thread the soonest the team provide their feedback.

[Candy Leung]

Hi Teejay,

Just want to confirm if you have received the Charles log I sent through email?

[Mobile Ads SDK Forum Advisor Prod]

Hi Candy,

This is to confirm that we've received the Charles log in private. 

As per checking, it appears that the ad didn't properly captured as the charles contains an empty response (please see attached file). Could you please re-captured ad the ad again?

[Jie Sun]

I got exactly the same problem, many users started to complain, please fix it as soon as possible!

mobileadssdkforumadvisor 在 2020年9月2日 星期三下午1:22:45 [UTC+8] 的信中寫道：

[Jie Sun]

This problem occurs when the system font is adjusted to the maximum. My users have reproduced this error, see the screenshot:

Candy Leung 在 2020年9月1日 星期二下午5:25:42 [UTC+8] 的信中寫道：

[Candy Leung]

Hi Teejay,

That "adview" response is always empty.

I am using "Ad Manager Interstitial Example" with my own Ad Unit ID.

https://github.com/googleads/googleads-mobile-android-examples/releases/tag/5.7

The flow is:

start capturing -> launch app -> click "retry" button -> (interstitial is shown) -> end capturing

Anything wrong with the steps / configurations?

[Vladislav Haralampiev]

Our users are also having the same issue from several days. Today we received a report from a user with more details. The device was Samsung Galaxy A51 with Android 10. The user said that the ad was "larger than the screen" and the close button was pushed off the screen. Seems that the issue indeed is the font size. When for our test devices we set the font size to maximum in the phone settings we started seeing broken ads --- the install button was half outside the screen and the layout of the ad was broken. But we still were able to see the close button and close the ad, so we were not able to reproduce the exact same problem on our device to send you a Charles log. As a side note, seems that Samsung devices allow you to set the font to a larger size than most other devices (at least ones we have).

The back button of the device is not closing the interstitals on all our test devices - Samsung Galaxy S10, Samsung Galaxy S9, Google Pixel, Motorola E6 Play, Nokia 1 Plus, Nexus 7 and other. It is also not closing it on the emulator (Google Pixel, Android 10).

We use com.google.android.gms:play-services-ads:19.1.0

[Mobile Ads SDK Forum Advisor Prod]

Hi Candy,

Have you configured the Charles proxy app as per this guide (specifically to number 4 instruction)? Could you please re-capture the mobile session traffic again, then provide to us the Charles log? Also, what device are you using on your end?

[Mobile Ads SDK Forum Advisor Prod]

Hi all,

Regarding the interstitial ads wherein the close button is not showing, kindly provide us a Charles log capturing the behavior. This would greatly help us in our investigation. You may want to check our mobile traffic session capturing guide here.

[Candy Leung]

Hi Teejay,

I found that the close button can now flow on top of the text (see attached screenshot), it seems your side has fixed something already.

[Mobile Ads SDK Forum Advisor Prod]

Hi Candy,

Thank you for reporting this back to us. As per checking, this is a different creative than the one that you reported previously. If you encounter the bad creative again, please let us know, and kindly provide us the Charles log capturing the creative.

[Candy Leung]

Yes, they are different creatives (the content is different), but I think they are sharing the same template, isn't it. Sure, I'll let you know if there is bad creative again.

How about other people in this thread? Would you please check if the close button can now be shown even if the font is very large?

[Mobile Ads SDK Forum Advisor Prod]

Hi Candy,

One of the publisher manage to provide a Charles proxy capturing the proxy from this thread. We were able to display the ad from their charles log, however, we still weren't able to reproduce the behavior on our end. We are now checking if the behavior occurs on a specific device.

We are now checking if the behavior occurs on a specific device.

[Candy Leung]

Hi Teejay,

The font size scale is different on different devices, for instance, Samsung allows users to scale up to 2x, while Nexus only up to 1.3x (see attached screenshots). Perhaps your "largest font" is not as large as others.

[Mobile Ads SDK Forum Advisor Prod]

Hi Candy/Vladislav,

Thank you for reporting this. I've raised this (including the reports and discussion thus far) to the rest of the team for further investigation. We'll update this thread the soonest we have our findings.

[Narek Khachatryan]

I've just received a complaint from my customer that although bottom buttons are visible non of them closes the ad.

[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

Thank you for reporting this. It's odd that your users are getting this kind of behavior. The button labeled "close" should close the interstitial ad. Is the behavior occurs on the specific ads? If so, then this appears to be a creative issue. Please do note that the SDK just requests an ad to the Ad-server, and it doesn't have any control on what ad will be served into your app. With this. we would recommend reporting this to our Product Support Team. The product specialist there would be able to assist you further regarding to creative concern.

[Mobile Ads SDK Forum Advisor Prod]

Hi all,

Thank you for your patience. The team provided their feedback and mentioned that this is a new release feature which the back button is not enabled during interstitial on Android, and to close the ad, the user needs to click the "close" button instead of hitting the back button.

We see a benefit to all parties: users will now have a consistent way to exit interstitial videos on Android from all advertising networks, advertisers may see higher conversions on their ads, and publishers could see an increase in revenue. This helps us align with the industry standard across networks where the "close" button is already the default option for many of our partners.

[Narek Khachatryan]

Hi Teejay,

There's only one complaint for a specific ad which I had attached. In these kind of cases I block that ad but the AdMob search didn't return a result with this specific ad. I ended up blocking a couple of similar ads.

Regards,

Narek

[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

Thank you for getting back to us. As you mentioned, the issue occurs on a specific ad, then this appears to be a bad creative. You may want to report this kind of creative here.

[Narek Khachatryan]

Hi Teejay,

I have received another complaint today from a group of designers, this time another ad, and this time neither the "Close" button nor the "Open" button works. And like in the previous case the search of "Ad review center" doesn't contain this ad. There must be a problem here too. Please advise what should I do to prevent my customers from seeing those kinds of ads.

Regards,

Narek

[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

Thank you for bringing this issue to our attention. I work along with Teejay, and will be assisting you today to help with this issue.

So regarding the creative that is causing issues that can not "Close" or the "Open" buttons are not working. We are asking that you get a Charles log showing the creatives in question. As this will allow us to look further into the questionable ads. Also my teammate gave you a link to report bad creatives to, which we would advise to use also.

Regards,

William Pescherine Mobile Ads SDK Team

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[Narek Khachatryan]

Hi William,

As mentioned the problems are reported by the customers, so I can't provide the Charles log. I can send you the screenshot privately if that would help.

I have followed the link that Teejay posted, it is the link to "Report an ad in the Ad review center". As I've mentioned the ad cannot be found in the ad center.

Can you advise what should I do? I've got a bunch of angry customers who are getting political ads (not their favorite apparently) which cannot be closed.

Regards,

Narek

[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

Yeah at this moment all we can say is if you know the ads causing the problem please pass this along to us. That is what we are looking for right now. From what I understand you can blacklist ads if you know they are bad. Not 100% sure on how to. But I have seen other do this in the past with other ads similar to this.

Any information that you can get in regards to the actual ads in question are the things that we are looking for.