What you need to know
A clear support report helps distinguish video encoding, VAST XML, player integration and reporting problems.
Step by step
- Include the public VAST URL, not an API key.
- Include the video player name and version when known.
- Describe whether the issue affects a single commercial or an Ad Pod.
- Note the browser, device, and approximate time.
- Capture the actual error message or player error code.
- State whether the commercial preview works and whether the issue happens in a second browser.
Tips and common mistakes
- Never share passwords, API keys or private provider credentials.
- Screenshots should hide account secrets and personal information.
Need more help? If a player rejects your tag, check the VAST Testing Lab and the developer troubleshooting guide. MEDIARAZZI serves the ad; your video player determines when it plays.