App Previews not served for iPhone since ~Oct 5 — reproducible on apps.apple.com for every app (FB25109947)

Correction to the post above: NYT Games is not a valid example — it has no App Preview on either platform; the video on its page is an In-App Event, which still renders. Disregard the “may be recovering progressively” line. Verified as of Oct 8, 3:00 PM ET with In-App Event videos excluded: Candy Crush Saga, Wordscapes and LineSpell all show iPad previews present in the server response and iPhone previews absent. The Oct 5 archived Candy Crush snapshot’s stream is confirmed to be a productMediaItem (App Preview), not an event, so the Oct 5–8 window stands.

Same here. I filed FB25080396 on Oct 6.

App: Daily Affirm (id6770310532). We have iPhone previews only, uploaded to the 6.9" and 6.5" slots for 20 locales.

• They showed on the App Store until the Oct 5 rollout. Since Oct 6, no iPhone preview shows, on my iPhone or on apps.apple.com.
• App Store Connect still lists all previews as COMPLETE. The API returns working m3u8 URLs for them. So the assets exist, but the store doesn't serve them.
• On Oct 6, I checked 8 other apps, including big games. None showed an iPhone preview.
• Today (Oct 11), the bug is still there. For Candy Crush and LineSpell, the ?platform=ipad page has an apptrailers .m3u8 stream, but the ?platform=iphone page has none. Our iPhone page has none either.

We changed nothing on our side. This looks like a server-side problem that started with the Asset Library launch.

In my case, preview videos display correctly, but none of the existing screenshots are visible in Preview. Both the released version and new created version.

https://developer.apple.com/forums/thread/850445

Filed FB25118327

Thank you — FB25080396 filed Oct 6 lines up exactly with the archive dating on our side. Two independent reports, same day, same server-side signature. If anyone else is affected, please add your FB number; duplicates get linked.

Kjuly — yours sounds like a different symptom (screenshots missing from the ASC Preview rather than previews missing from the store). Could you post the link to your thread? Worth knowing whether it started Oct 5 as well.

Hi :) I have the same issue, FB25157238.

My app Preview has disappear from Apple store Search since October 6th

Running tally for Apple’s benefit — same defect, three Feedback reports: FB25109947 (Oct 8), FB25080396 (Oct 6), FB25157238 (Oct 12). manudev, if you can file one too and post the number, it links to the same radar. Kjuly’s FB25118327 / thread 850445 looks like a sibling issue from the same Oct 5 change — screenshots rather than previews.

Status Oct 12: still absent. Candy Crush, Wordscapes and LineSpell iPhone pages carry no preview stream; the iPad pages do.

Hello there, thank you all so much for reporting this issue. We are of the issue and we are investigating.

Please monitor this thread for updates.

Same!

The same thing is happening to me.

Only 4 of my 9 screenshots are now showing. I uploaded them again and when I try to add them via asset library it says "An error has occurred. Try again later."

Try and upload and says "5.png—An error occurred during upload."

Apple Watch screenshots won't let any upload or be added.

The new banner is MIA, but when you preview it you see it then when you close the preview you see the image until you go somewhere else and back.

Things are definitely broken right now in App Store Connect.

Status Oct 13, 6 PM ET — partially resolved. The store-wide fix has reached our devices: Candy Crush and Wordscapes now show iPhone previews on apps.apple.com and in the App Store on iPhone 17 Pro (iOS 27.0.1); the iPad (A16) on iPadOS 26.7.1, which showed nothing since Oct 5, now plays previews. Thank you.

Not resolved for our listing. LineSpell (id6795994376) still has no iPhone App Preview on any surface — not on apps.apple.com, not on the iPhone — no video, no poster frame. Our iPad preview from the same Oct 7 PPO treatment is serving; a Search Results creative asset applied Oct 10 is serving; the iPhone preview is not.

Hypothesis for the App Store Connect team to check: our iPhone preview exists natively in the iPhone with Dynamic Island (large display) slot only; every other iPhone slot, including the medium-display slot the iPhone 17 Pro reads from and the Face ID (large) slot, is “Using Existing Assets” — inherited. Listings I’ve seen recover upload natively to multiple slots. Did the fix re-index previews in inherited slots, or only native ones? If inherited slots were skipped, every listing that relies on “Using Existing Assets” for its iPhone preview is still dark.

If anyone else’s preview is still missing after today, it would help to post whether your iPhone slots are native uploads or “Using Existing Assets.”

Support case 102990230664 has the asset file and specs.

Still seeing this issue...

No previews available when trying to release a new version.

To recap: Images appearing in the App Store Connect Asset Library but many of us are unable to see the images in App Store Connect previews interface.

Associations are being made with the previews interface but when you navigate away from the interface the images are not shown and the count text says zero. Trying to upload the images again or associate them with the Browse Assets option result in errors.

I went a bit deeper and used the api.appstoreconnect.apple.com (with the help of chatGTP) to view the app store submission draft version. And yes, the image relationships are present for the missing images.

When I tried to delete the submission draft using the API, in case it was just a corruption that could be resolved by creating a new draft I got an error message indicating that affected app version is blocked by API state restrictions.

At this point like many others I'm stuck. I cannot visualise the preview associations nor update/correct them. Nor can I delete the current draft submission.

I have an App in waiting for review, I uploaded screen shots for the App and saved, yet when I come back they have disappeared from preview except the iPad ones, but if I check the slots from the api.appstoreconnect.apple.com, all slots are filled. So the preview is not rendering the images.

Update, Oct 16: our iPhone App Preview is back.

What we saw after the Oct 13 fix: other apps’ iPhone previews returned on our devices and on apps.apple.com, and our iPad preview returned, but our iPhone preview was still absent through Oct 15 — no video, no poster frame on iPhone 17 Pro (iOS 27.0.1), and the web product page in iPhone view (apps.apple.com/us/app/linespell/id6795994376?platform=iphone) contained no App Preview media. In App Store Connect the preview was present in both “iPhone with Dynamic Island” slots, processed, and playable in Media Manager. Our iPhone and iPad previews had both been applied on Oct 7 via a Product Page Optimization treatment.

What we did: created a new PPO treatment (Oct 15) that re-uploaded the same iPhone preview file under a new filename in the “Dynamic Island (large)” slot, left the medium slot to inherit, and changed nothing else. Apple approved it overnight; we applied it to the live version at 11:14 ET today.

What we see now: by 11:45 ET the web iPhone view returns an App Preview stream under a new asset path, the iPad asset path is unchanged, and the preview plays on iPhone 17 Pro in both the product page and the Apple Ads card.

We’re not drawing conclusions about why the earlier asset wasn’t served. If anyone is still missing an iPhone preview after the fix, re-uploading it as a new file via a PPO treatment worked for us within about 30 minutes of applying.

@Jeff_A Such is the current broken state of the App Store previews interface I asked an AI agent to write an alternative HTML dashboard connecting via their API to allow me to manage the images.

My case ID is 102994292271

I found a work-around:

• Problem: App Store Connect showed missing screenshots and blocked review with “1 or more screenshots didn’t process.”
• Used an Individual App Store Connect API key and Python in Terminal: python -m pip install 'PyJWT[crypto]' requests. Authenticated using PyJWT, the Key ID, and downloaded .p8 file.
• Inspected the draft through these API endpoints:
  • GET /v1/appStoreVersions/{versionId}/appStoreVersionLocalizations
  • GET /v1/appStoreVersionLocalizations/{localeId}/appScreenshotSets
  • GET /v1/appScreenshotSets/{setId}/appScreenshots
• Checked each screenshot’s attributes.assetDeliveryState. Found six Watch Ultra records marked FAILED / ASSET_FAILED; the other 75 were COMPLETE.
• Removed only those six failed records using DELETE /v1/appScreenshots/{failedScreenshotId}. Each returned HTTP 204.
• Downloaded the remaining Watch images using their imageAsset.templateUrl values. All 14 were valid, despite the website showing none.
• Refreshed App Store Connect and successfully submitted for review. Removing failed records cleared the submission blocker; the missing-thumbnail display issue remained.
• The website still showed zero Apple Watch screenshots, only 4 of 10 iPhone screenshots, and continued upload/asset-selection errors. However, the API confirmed the remaining images were actually stored and marked COMPLETE behind the scenes. The website’s missing thumbnails did not accurately reflect the stored screenshots.