Videos don't play

Silvinapal · February 2018

after restarting the game several times I can't get any free gold because the videos don't play, all I get is a black screen, can you fix?

DashingMike · February 2018

Sorry to hear that @Silvinapal! Have you contacted Customer Care yet? If not, please contact Customer Care. They'll be able to help troubleshoot and gather information that will be helpful for the development team!

PUFFaLUMP · February 2018

I’m having the same issue and have been for days now. It either loads and is black or doesn’t load a video at all. I’ve been able to get them randomly (never more than 2-3 and not one after the other). I also can’t get the offer after you lose a level cause no videos play.

Sisterbear · February 2018

I'm having the same issue. It is either a black screen and loading or the video freezes. It is the same ad that freezes an ad for something like the amazon echo. Most days I can watch 1 video and the rests freeze or don't load, today I couldn't watch any. I reported to customer care and got a check your internet message. I have high speed fiber connection on an iPad at my house, no reason a video should not load with a 1 gig connection.

DashingMike · February 2018

What devices are you guys on? Are you guys on Android?

PUFFaLUMP · February 2018

I’m on a tablet with android.

Sisterbear · February 2018

I'm on an iPad 2 air. Videos aren't loading either on our other family iPad which is an iPad Pro.

Silvinapal · February 2018

I have a Samsung Android tablet. I contacted customer service and they gave me 10 gold free, but that is not enough. I get 10 gold free by watching videos every day, and I haven't been able to collect free gold for weeks now. I uninstalled and reinstalled the program and I"m still having the same issues. (was able to collect my game history with facebook).
No free gold for me now. I can only get extra coins. Can't upload videos also to get the free supers/vips either. Videos still not loading.

PUFFaLUMP · February 2018

It seems like the last update may have fixed my issue.

gypsychk · February 2018

Having the same issue. Not yet resolved.

anitaclaire · February 2018

Yep, same thing. Galaxy S7. Last time it took weeks to fix.

frostbitees · February 2018

Started having the same issue with galaxy s7. It not only effects free gold but all other functions of the game such as speeding up recipes. We had this issue about six months ago and it simehow was fixed. Seems the only way tobget it fixed is when a lot of users complain here.

punkysdilemma · February 2018

Just started happening on my iPhone. I get an error message "Video Playback Error" "This video could not be played," with an Exit button.

anitaclaire · February 2018

Any updates on when the videos will play?

gypsychk · February 2018

I wonder how many advertisers are paying Glu and don't know that a bunch of people can't watch their ads.

Sisterbear · February 2018

It is still happening to me, iPad Air 2, it is 2 ads that freeze , the gardenscapes app ad, and a probiotics ad. I haven't gotten an playable ad in a week. I can watch the same ad for gardenscapes on my same iPad for Gordon Dash and Scattergories? It only freezes on cooking dash?

gypsychk · February 2018

Things seem fixed, for me. Anyone else?

gypsychk · July 2018

Problem is back again. Get the "video is loading" balloon, videos never play. Got the usual answer from customer service: my phone connection is too slow. (Speed tests show the speed to be fine.)