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.

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.

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.

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.

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.