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Video ads may not work in several cases:
something is wrong with the player
something is wrong with the ad
everything is fine, but there are no active ads
To identify the issue, enable debug mode in the player settings: Settings / Service / Log messages to the browser console
Then check the browser console Developer Tools → Console in Chrome
You will see player messages marked VAST, including the reason why ads are not shown — it may be empty or contain an error. In that case, contact your ad network for more details.
If there are no ad-related messages in the console, make sure the player is up to date. Then submit a bug report on the player page in the builder (click the beetle icon in the top menu). Include a link to the player page and a detailed description of the issue.