Ads not loading

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  • Problem
  • Updated 3 months ago
  • In Progress
Ads are not loading after extended wait periods (minutes at a time) which also means it will not load the video that follows. Thanks in advance for your kind assistance.
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Dan Yarrington

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  • frustrated

Posted 6 months ago

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Claire, Official Rep

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Hi Dan,

I'm sorry to hear that you experienced this issue while attempting to view videos on the IMDb app.
Please then try the following steps:




  • Restart your device
  • Ensure that your device and app/web browser have the latest updates
  • Pause other internet activity – especially if other devices are using the network at the same time
  • Check your internet connection
If you continue to experience issues loading advertisements or videos, please provide us with the following information:
Please provide the following information:

Your device model (e.g. iPhone X, Samsung Galaxy s9, Windows/Mac):
Your device's operating system & version (e.g. iOS 11.2.1, Windows 10):
Your IMDbPro app version, if applicable (e.g. 1.4):
Video/Movie/TV Series Title (including season and episode number, if applicable): 
Explanation of the problem: 

Thanks in advance. We look forward to assisting you further.
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Dan Yarrington

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Thank you for the reply, Claire. I've tried those proposed solutions to no avail.

I'm using an iPhone 6 Plus, iOS 12.4

I'm using the IMDb App (non-Pro) 9.13.1

I was most recently trying to watch the trailer for Mulan (2019)

I'm using Wi Fi signal through Comcast with a 41.6 Mbps download speed and 5.72 Mbps upload speed.

I've also tried on Verizon's LTE network which is sufficient for streaming from YouTube, Hulu, Netflix, and HBO Go on the same device.
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Taylor, Official Rep

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Hi Dan,

I've forwarded this information to our engineering team for further investigation. Thank you for your patience! 
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Taylor, Official Rep

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Hi Dan,

We've been unable to reproduce this and have a few questions from our engineering team : 

- Has this only recently started happening? 
- Does the user have any ad blockers enabled? (under Settings -> Safari -> Content Blockers, is anything in there enabled?) 
- Is Advertising Tracking disabled? (under Settings -> Privacy -> Advertising (all the way at the bottom), is Limit Ad Tracking enabled?) 

Thanks in advance.
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Dan Yarrington

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This has been the case for about a year.
I do not have any ad blockers and I'm using the IMDB app directly, not Safari.
I do not have Advertising Tracking enabled.
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Claire, Official Rep

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Thanks, Dan. 

Our engineering team is continuing to investigate. We'll follow up once we receive further info.

-Claire
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Stephen Hall

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I am experiencing the same problem on an iPhone X using the app. It’s a fairly new thing within the last 2 weeks or so. I try to watch any trailer and the ad pops up but never loads. I’ve tried exiting the app, exiting that trailer and trying others, pausing and playing the ad but it still never loads therefore the trailer never plays. I have a download speed of 45mbps and have no issues loading any other content.
(Edited)
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Taylor, Official Rep

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Hi Stephen,

To help our engineering team troubleshoot, could you please provide the following information as well : 

Your device's operating system & version (e.g. iOS 13.0.1):
Your IMDb app version, if applicable (e.g. 1.4):
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Stephen Hall

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Hi,
iOS 13.1.3
IMDB App version 9.16
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Ed Jones(XLIX)

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Dan, how old is your iphone or ipad?
Almost all ads load in HD Quality.
This makes for a really frustrating experience on older devices. Also your internet (Cell service) provider and your location (Rural) may be at issue and if you are rural there may be cell site overcrowding. (Bandwidth) Also some providers of service are better than others.
(Edited)