Recently a Lot of Interstitial Ads Don't Have a Close Button

[Narek Khachatryan]

We are receiving an abnormal amount of complaints from our users that they cannot close interstitial ads. I have blocked a lot of ads and advertiser accounts, but the problem persists. Looks like another type of issue.

Can anyone help?

[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

Thank you for bringing this to our attention. We ask that you share with us any Charles logs that you may have of offending ads. Also if you have blocked some ads, can you also send us that list so that we can look further into this for you.

Regards,

William Pescherine Mobile Ads SDK Team

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[Narek Khachatryan]

Hi William,

Thank you for your reply. Can't send Charles logs as the problems occur only on clients' devices. I have a bunch of screenshots of the ads that don't have close buttons. Is there a way to send them to you privately?

I have also contacted AdMob support about this issue, is it OK that I have posted here as well? I am just desperate as this kind of issues are out of my control but my application is taking the heat from a lot of angry users.

Regards,

Narek

[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

Thank you for responding back. First, it is ok that you respond here and Customer Support. We can both try to help you on this.

As for the Charles log, that is what we would need to be able to look at the ads in question. Images will not help us. But if you have like a restricted list of URL's or something like that. then we can at least try to use that to find the ads.

[Narek Khachatryan]

Hello,

I don't know what do you mean by restricted list of URLs or how can I send you the list of blocked ads (I had blocked a lot of ads before as well)? The way I find those ads is by searching the texts which are present in the screenshots sent by users. For example, from the attached ad image you can extract the search term "pedidosya promociones en farmacias". For me the result brings 3 ads with the exact same image but with different sizes. Isn't that enough to try to reproduce showing those ads?

More information concerning how this problem started: firstly, the problem happens on Android app, used library version is 19.2.0. There were no app updates for at least 2 weeks, no AdMob or related setting was changed for a long time. Just out of the blue, on March the 2nd I started receiving a lot of angry emails from users who cannot close interstitial ads, also 1-star reviews and high uninstall rates (also a high rate of in-app purchases of ad-remover which is still ugly). The problematic ads where from different countries and from different devices, I couldn't see any pattern. I don't see a lot of people having a similar issue in this forum, so I am guessing we were a victim of some kind of A/B experiment.

App's MAU is about 1 million. Currently all the interstitial ads from AdMob are disabled. AdMob's interstitial ads were the main source of the app's revenue. I haven't received any resolution from AdMob support.

Regards,

Narek

[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

I work along with William. Thank you for providing an additional context. I've raised this to the rest of the team for further investigation, and to get their insight as well. I'll let you know the soonest they provide their feedback.

Regards,

Teejay Wennie Pimentel Mobile Ads SDK Team

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[Cesar Gonzalez Liñan]

Hi,

I'm having the same issues on iOS devices, I supposed are the iPhone X, iPhone 11..., because it is not the first time, my users send me their worries about not able to close the ads.

Thank you,

Cesar.

[Mobile Ads SDK Forum Advisor Prod]

Hi Cesar and Narek,

Screenshots of offending ads can now help us with this problem. On iOS you may also use Response Id from Retrieving Information about the Ad Response and log it in Crashlytics with a force crash on a test device. You can then give us the Response Id. On Android the same tools are available.

Cesar, since your issue may be different than the one Narek brought up it's advisable to open a new thread in the forum to address it.

Narek, I brought your screenshot up with my team and we will get back to you as soon as possible.

Regards,

Aryeh Baker Mobile Ads SDK Team

 

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[Cesar Gonzalez Liñan]

Hi,

The problem is that this users don't send me any screenshots.

I tested it and I didn't find the problem, but some users are writing bad reviews about this problem.

Okey, I will open new thread.

Thank you,

Cesar

[Mobile Ads SDK Forum Advisor Prod]

Hi Cesar,

Thank you for the response back. We see that you posted a new message. We will respond to your issue there. And work with you in the other post to help resolve this for you.

Regards,

William Pescherine Mobile Ads SDK Team

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[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

Could you privately send us your app Id and ad unit Id that got the non closing Interstitial? Alternatively, you may send this to our testing alias mobileads...@gmail.com with a post on this thread once you have done so.

Regards,

Aryeh Baker Mobile Ads SDK Team

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[Narek Khachatryan]

Hi Aryeh,

I've just sent the requested information to the mentioned email.

Regards,

Narek

[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

Thank you for sending us your Id's in private. We will get back to you as soon as possible.

[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

Do you have any more screenshots of offending ads to send us? Unfortunately, we couldn't track down the ad you sent us.

[Narek Khachatryan]

Yes, I've just sent a bunch of screenshots of unclosable ads to the email.

[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

Thank you for the screenshots. But we would request that if you can share with us any Charles logs as this will be much more helpful to us to look deeper into why certain ads are causing this issue.

Regards,

William Pescherine Mobile Ads SDK Team

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[Narek Khachatryan]

Hi William,

There are no Charles logs as the incidents occurred only on customers' devices. We couldn't reproduce the issue on our side.

Regards,

Narek

[Mobile Ads SDK Forum Advisor Prod]

Hi Narek,

Thank you for all the information you gave us. We will get back to you as soon as possible when we got an update from the team.

Regards,

Princess Pamela Pineda Mobile Ads SDK Team

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[Mobile Ads SDK Forum Advisor]

Hi Narek,

I hope you're doing well.

I just want to circle back on this. If you still encounter any issues regarding this, feel free to come back to us.

Regards,

Princess Pamela Mobile Ads SDK Team

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[Narek Khachatryan]

Hello,

Recently we are getting complaints from our users that interstitial ads can't be closed and users end up restarting their phones. The effected users' count is much less than during the last year.

Regards,

Narek

P.S. Notification email for your reply were in Gmail's spam folder.

[K Huang]

Hello,

I'm having the same issues on rewarded ADs.

We have blocked some ads and advertiser accounts, but the problem persists.

 Please kindly address the problem.

Thank you,

Kate.

Narek Khachatryan 在 2022年3月14日 星期一晚上11:53:36 [UTC+8] 的信中寫道：

[Mobile Ads SDK Forum Advisor]

Hi Kate,

Thank you for contacting the Mobile Ads SDK Support team.

By reviewing your concern, I understand that you are facing an issue that you can’t able to close the Rewarded Ads.

Could you please provide the below information, So we could have full visibility of your implementation.

• Platform being used
• Video recording of the issue 
• A working Sample project that replicates the issue

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 by performing the following steps:

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Thanks,

Mobile Ads SDK Team