IMA SDK - Video ads: Audio is playing but with a black screen. No video images are displayed.

[de...@impaktu.com]

Hello, 

I have an issue when implementing on a website the following tags: Desktop (https://goo.gl/XqEyyX) and Mobile (https://goo.gl/5VKtLs) 

When I test both tags on the video validator I see ads 100% of the times perfectly, but when the tag is implemented on the publisher's side, on their player sometimes the ad shows as a black screen and the audio is only playing. Do you think this can be an issue on the set up or why this behavior can be happening? Please find videos on the following link showing you the error: https://we.tl/t-V0i2nBLfuS

Thank you!

Delia

[ima-sdk-fo...@google.com]

Hi Delia,

Thank you for reaching out to us. We were not able to reproduce the issue you reported above, the ad tags provided don't work (see screenshots attached). Can you share an ad tag that we can use to reproduce the issue? Can you also share your sample project so we can investigate further?

Regards,

Arnaud Casame

IMA SDK Team

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Also find us on our blog and Google+ page:
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    https://plus.google.com/115658573333388777174/
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[ima-sdk-fo...@google.com]

Hi Delia,

Thank you for reaching out to us. We were not able to reproduce the issue you reported above, the ad tags provided don't work (see screenshots attached). Can you share an ad tag that we can use to reproduce the issue? Can you also share your sample project so we can investigate further?

Regards,

Arnaud Casame

IMA SDK Team

=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~
Also find us on our blog and Google+ page:
    http://googleadsdeveloper.blogspot.com
    https://plus.google.com/115658573333388777174/
=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~

On 02/08/19 14:55:32 de...@impaktu.com wrote:

[de...@impaktu.com]

Hi Arnaud, 

Thank you very much for your reply. I think the reason it didn't work for you is because my  ad tests are targeted by IP, if you want I can add yours therefore you can also reproduce the error. Among the videos I sent (Pruebas_Kiwilimon_DK_MB_Tag_100%ok_24ene19.mov) , you can also find a video with 10 tests with the mobile tag and 10 tests for desktop. 

Thanks :)

Delia

[ima-sdk-fo...@google.com]

Hi Delia,

Thank you for following with support. I've watched the videos you shared and noticed the behavior encountered on your test page. We've also investigated your test page and an error was thrown by the SDK on every ad break, it seems that the VAST media file failed to load before the timeout of 8 seconds (see screenshot attached). To solve this issue, we would recommend you reach out to your ad provider.

Regards,

Arnaud Casame

IMA SDK Team

=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~
Also find us on our blog and Google+ page:
    http://googleadsdeveloper.blogspot.com
    https://plus.google.com/115658573333388777174/
=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~