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6/12/18
FAQ: common issues 0 Recommended Answers 0 Replies 13 Me Too's
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Last edited 9/5/18
Browsers
Q: What should I do when previewing an ad created in Google Web Designer shows a blank window with the error "Enabler is not defined" in the console?
A: Check your browser to see if you have an ad blocker installed, and disable it.

Q: Why does animation break when switching between browser tabs in Safari?
A: Animation delay does not work well on Safari. To fix the issue, add a keyframe at the beginning of each animated layer.

Q: What should I do when animation pause event does not work on iOS?
A: This is due to this bug which appears to be fixed in May 2018 and should be deployed in a future Safari release. One workaround is to duplicate the page so there are two pages. In the second page, update the page to have the content to show at pause. Instead of pause, go to the second page.

Q: Why does clicking on an element such as a Tap Area not work in Firefox?
A: Because of a Firefox bug which causes wrong stacking order with preserve-3d, you will need to do one of the following options:
Option 1: Select the element that has the click event such as the Tap Area, and in the Properties panel, set the 3D Z position to 1px.
Option 2:
1. Go to the Code View in Google Web Designer.
2. Look for this CSS class in the code: .gwd-page-content.
3. Set the "transform-style" as "flat".
4. Republish your creative.

Q: Why does my animation disappear in Safari after loop?
A: There is an issue on Safari with looping if the starting position of the element is out of view. The workaround is to select the start keyframe, move the element so it overlaps the stage by at least .1px. Learn more.

Animation
Q: How to hide an element on the Timeline?
A: Use opacity and step-end and step-start easing. Learn more.

Q: Why is my animation choppy?
A: Using Top, Left, Width, and Height causes choppy animation. Use CSS transform for animation instead. Learn more.

Q: Why is my animation (such as pause and loop) not working properly when viewed in the browser?
A: Google Web Designer files must be published for animation to work properly. Opening an author file directly in the browser does not include the animation runtime. Select File > Publish locally to publish the file.

Q: Why does my animation disappear in Safari after loop?
A: There is an issue on Safari with looping if the starting position of the element is out of view. The workaround is to select the start keyframe, move the element so it overlaps the stage by at least .1px. Learn more.

General
Q: Why does my ad show elements outside of the artboard or stage when previewing/publishing?
A: This happens when the W and H of the page properties is set to % (for responsive ads).
When you preview or open the published file in the local browser, the viewport size is the browser window size so you will see the content according to the viewport area.
If you are not creating a responsive ad, click on an empty area on stage and open the Properties dialog to see Page properties, change the % for W and H to px.
If you are creating a responsive ad, please add the breakpoints accordingly so that your ad can respond to different viewport sizes.
GWD Help Topic:
YouTube tutorials:
Q: Can I upload a responsive ad to AdWords or DoubleClick?
A: AdWords does not support serving one responsive ad in multiple ad slots, but you can publish the responsive ad created in Google Web Designer multiple times (once for each size). In the publish settings, select the size that you would like to publish to and publish. For Studio, you can publish a responsive ad once, but upload multiple times to select the desired size during upload.

Q: Why is my image not shown in the Library panel?
A: Check the file path to the image to ensure there are no special characters in the file path, for example “|”. The image filename should also contain the file extension.

Q: How do I fix the “Publish has failed” error on publish?
A: Publishing will fail if any linked file is missing (included in the author file but not on disk). Open your author file in Google Web Designer, switch to Code view, look for any link href or script src to make sure the file exists on disk relative to the author file.

Q: Why are my images not shown in the browser after posting the file on the web server?
A: The image files must be uploaded to the server. Always use publish locally to publish the file. If the publish option is flatten, the images must be right next to the published file. If the publish option is not flatten, the images should be in the assets folder or in the folder structure defined in the author file.

Q: Can I use my custom font in Google Web Designer?
A: Custom fonts are only supported in DoubleClick: https://support.google.com/richmedia/answer/7214245. For other platforms you will need to use a system font (like Arial) or a Google Font. One other option is to create images with your custom fonts.
1. Create a new DoubleClick Banner file
2. Create a text block with some text
3. Go to the creative project folder, copy and paste the custom font file (.ttf) to the "assets" folder
4. Go back to GWD, switch to code view.
5. Add the CSS codes in the <style> section to add your custom font, for example:
@font-face {
     font-family: "Penny Script Demo";
     src: url("assets/Penny Script Demo.ttf");
   }
6. Find the css rule for the text block, and add the font-family property for the custom font there:
.gwd-p-xxxx {
     position: absolute;
     width: 149px;
     height: 66px;
     left: 31px;
     top: 28px;
     font-family: "Penny Script Demo";
     font-size: 24px;
   }
7. Preview the file in browser and make sure the custom font is displayed properly
8. Publish to Studio. Double check the custom font file should be uploaded to Studio and preview should work.

Q: What can I do when Google Web Designer is very slow on El Capitan?
A: This looks like a Chrome issue in El Capitan in the Chromium build (66) that is used in the current Google Web Designer build. It has been fixed in Chrome 67 and will go away when we upgrade our build to 67. 

In the meantime, please workaround it by disabling gpu rendering.
  • Mac: Add a Boolean row to ~/Library/Preferences/com.google.WebDesigner.plist with the name disable-gpu-rendering and a value of YES, or run defaults write com.google.WebDesigner.plist disable-gpu-rendering -bool true in Terminal.

Launch
Q: What can I do when Google Web Designer is stuck at the launch screen which shows the logo and the version number?
A: Quit Google Web Designer, delete the cache and relaunch it.
  • Windows: HD:\Users\<username>\AppData\Local\Google\Google Web Designer\data\cache (note: you need to enable “Show hidden files, folders, and drives” in Folder options View tab)
  • Linux: ~/.local/share/google-web-designer/data/cache
  • Mac: /Users/<username>/Library/Application Support/Google/Web Designer/data/cache
Q: What can I do when Google Web Designer is stuck at the launch screen which shows the logo and the version number but cache folder is not found?
A: Check the permission of /Users/<username>/Library/Application Support and set Write permission to it.

Q: What can I do when Google Web Designer shows a blank or black screen on launch?
A: A black screen on launch may be caused by outdated video drivers. Try updating your video drivers. If that doesn't help, disable GPU rendering by quitting Google Web Designer and following the instructions for your operating system before relaunching:
  • Windows: Add a DWORD32 value named disable-gpu-rendering to HKEY_CURRENT_USER\Software\Google\Web Designer\Settings in the registry. Set this value to 1.
  • Mac: Add a Boolean row to ~/Library/Preferences/com.google.WebDesigner.plist with the name disable-gpu-rendering and a value of YES, or run defaults write com.google.WebDesigner.plist disable-gpu-rendering -bool true in Terminal.
  • Linux: Add a line to ~/.local/share/google-web-designer/preferences/settings.conf with the name disable-gpu-rendering and a value of true. (If the [Settings] section doesn't exist, you'll need to create it first.)

Q: Can I use Google Web Designer without an internet connection?
A: Google Web Designer requires an internet connection to run. We are working on allowing Google Web Designer to run without an internet connection.

Q: On some Linux distributions, Google Web Designer fails to launch due to missing libraries.
A: Check the error for the missing library and install it. We have seen the following missing libraries: libgconf2-4 on Ubuntu and libXScrnSaver on Fedora.

AdWords
Q: What should I do when AdWords or AdMob rejects the upload of a creative because custom exits are not allowed (“Your HTML5 ad has modified clickability, which is not supported.”)?
A: Starting on Dec. 11th, 2017, AdWords and AdMob no longer support custom exits in the creative for image ads. You can open the file in Google Web Designer and remove the exit event to fix the issue. Any click on the creative will exit to the landing page defined in AdWords.

Q: What are the requirements or limitations of uploading HTML5 ads into AdWords?
A: Take a look at the AdWords Technical Requirements for HTML5 Ads, which includes information for file size restrictions and features that can/cannot be used.

Q: Is there a build guide for creating an AdWords Dynamic ads?

Q: My question on AdWords issue was not answered in this FAQ, how can I get assistance?
A: Head over to the AdWords Community Forum and search and/or post your question or reach out to AdWords Support.

Q: Upload error in the new AdWords experience:
“The uploaded ZIP file is not supported. Please upload ads that are not linked to a feed.”
A: This message may be caused by:
  • Attempting to upload a non-dynamic ad to an AdWords account configured for dynamic ads.
  • Attempting to upload a dynamic ad to an AdWords account configured for non-dynamic ads.
  • Attempting to upload a GWD dynamic published zip created before 2018 (missing meta tags).
  • Attempting to upload a dynamic ad not created in GWD (missing meta tags).

Q: Upload error in the new AdWords experience:
“The ZIP file has ads with a different Business Type than this campaign. Please upload a ZIP file with ads that have the same Business Type as this campaign”
A: Change the dynamic vertical in either the creative or the Adwords account.


Dynamic
Q: How do I make my Swipeable Gallery exit to my dynamic feed URL?

Q: What can I do to get started with creating a dynamic ad?
A: Check out our help doc. In addition, also learn how to create a dynamic ad for AdWords, in DoubleClick Bid Manager, and in DoubleClick Studio.
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