Troubleshoot creative uploads

Can't upload audio, video, or image creatives

The most common reason you may have problems uploading an audio, video, or image file is if the file type is not supported by Display & Video 360. If you can't upload a file, check if the file is a supported file format. If it's not, convert it before you upload it.

Supported file formats

  • Video: .avi, .mov, .mp4, .m4v, .mpeg, .mpg, .webm, .wmv
  • Audio: .ogg, .mp3 
  • Image: .jpg, .jpeg, .gif, and .png

Can't upload HTML5 creatives

Because of the complexity of HTML5 creatives, there are a number of reasons you may not be able to upload your creative ZIP file to Display & Video 360. If you see an error message, review these steps to fix the error, then re-upload your ZIP file.

Step 1: Check for non-secure HTTP calls

If the creative attempts to load an image or file from a link that starts with "http:" instead of "https:", you won't be able to upload the creative. Display & Video 360 requires all HTML5 creatives (along with all images, scripts, and other creative resources) to be SSL compliant

  1. Open the main HTML file inside your creative ZIP file.
  2. Search the HTML code for links that start with "http:". Note: If the link is a landing page URL that's used in an exit or clickTag, "http:" is OK. Landing page URLs do not need to be SSL compliant.
  3. Replace the link with a secure link that starts with "https:".

Step 2: Check for incorrectly formatted click tags

Skip this step if the creative is a rich media creative that uses the Enabler to track exits instead of a JavaScript variable called clickTag. If the creative is not a rich media creative:

  1. Open the HTML file inside your creative ZIP file.
  2. Search the HTML code for "clickTag". Make sure of the following:
    1. The click tag variable is implemented within the <head> of your HTML.
    2. The click tag variable uses the correct casing ("clickTag" not "Clicktag").
    3. The click tag variable is attached to a clickable element somewhere the <body> tag of your HTML so that Display & Video 360 can recognize that the creative is clickable.
    4. Your clickTag uses the clickTag variable defined in the head and is not defined in the <body>.

Example HTML code

<!DOCTYPE html>
      My ad
    <meta name=”ad.size” content=”width=300,height=250”>
    // Create click tag variable.
    <script type="text/javascript">
      var clickTag = "";
  <body class="loading">
    // Make clicks on the container div open the website set in the click tag.
    <a href="">
    <div id="container">
       <div id="layer-1" class="layer"></div>
       <div id="google-logo" class="layer">
         <img src="google_logo.png" alt="Google">

Step 3. Check for unsupported file types

  1. Review the files inside of your creative ZIP file. Display & Video 360 only supports the following file types:
    • HTML/Text: HTML, HTM, CSS, JS
    • Images: JPG, JPEG, GIF, PNG, SVG
  2. Remove or replace any unsupported file types with supported file types.
  3. Video files (for example, MP4 or MOV) aren’t allowed, unless they’re hosted externally. If you want to include video files, use <embed> instead of <video> in the HTML file.
  4. Check for DB files (ending in .db). Windows commonly uses DB files to show thumbnails of a folder's images before you open them. These files are not supported and must be removed. How to show hidden files in Windows

Step 4. Check for mismatched dimensions

  1. Open the HTML file inside your creative ZIP file.
  2. In the <head>, check that the width and height set for the ad matches the ad's images. For example, the ad size is set to 300 x 250 (<meta name="ad.size" content="width=300,height=250">), but the background image size is 350 x 250.
  3. If using a backup image, make sure it's the same size as the ad size set in the HTML.

Step 5. Checks for Google Web Designer creatives

Skip this step if the creative wasn't built using Google Web Designer. If it was built with Google Web Designer, check the following:

  • Make sure you upload the published ZIP rather than the editable project file. Publish the creative directly to Display & Video 360 or publish locally to create a ZIP. Do not click Fileand thenSave as zip. This option exports the editable authoring files for use in Google Web Designer only.
  • Make sure you selected Display & Video 360 as the ad environment when the file was created. If the wrong environment is set, change the ad environment.

Tried all of the above and still can't upload?

If you're still running into errors, contact Display & Video 360 support.

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