Playback freeze and app crash when seeking to an ad break start time

[Marco_Cilona]

Before you continue

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NOTE: PLEASE ONLY REPORT A SINGLE BUG USING THIS TEMPLATE.
If you’re experiencing multiple issues, please file a separate report for each.

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Bug Description

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1. Summary

*When the playback is moved to the exact start time of an ad break, the video freezes and after a while the app crashes.

An example of this scenario is the snap-back logic applied when the user seeks past by an ad break cue point.*

App Name:
App Link on Amazon Appstore (found through Developer Console → Actions column in App List → View on Amazon.com):

Bug Severity
Select one that applies

• Impacts operation of app
• Blocks current development
• Improvement suggestion
• Issue with documentation (If selected, please share the doc link and describe the issue)
• Other

2. Steps to Reproduce

1. Seek to the exact ad break start time
2. Playback freezes and after a while the app crashes

3. Observed Behavior

Explain what actually happened, noting any discrepancies or malfunctions.

<!-- Answer here -->

4. Expected Behavior

Describe what you expected the SDK to do under normal operation.

We should be able to seek to an ad break start time without having playback issues.

4.a Possible Root Cause & Temporary Workaround

Fill out anything you have tried. If you don’t know, N/A is acceptable

The only temporary workaround found so far was seeking ~1sec before the ad break start time but we need a robust solution, this is not applicable.

This might be a problem with the shaka player and some encoding problem.

5. Logs or crash report

(Please make sure to provide relevant logs as attachment)

For crash issues, please refer this guide for faster troubleshooting: Detect Where the App Crash Originates | Design and Develop Vega Apps

• App/Device Logs

• Crash Logs

• Crash Report

• For issues with Kepler Studio Extension, please share log files from below folders:

   ~/.vscode/extensions/amazon.kepler-extension-<version>/ExtensionLogs
   ~/.vscode/extensions/amazon.kepler-ui-extension-<version>/ExtensionLogs
  

6. Environment

Please fill out the fields related to your bug below:

• SDK Version: 0.20.3719

• App State: Foreground

• OS Information
  Please ssh into the device via kepler exec vda shelland copy the output from cat /etc/os-releaseinto the answer section below. Note, if you don’t have a simulator running or device attached kepler exec vda shell will respond with vda: no devices/emulators found

  NAME="OS"
  OE_VERSION="4.0.0"
  OS_MAJOR_VERSION="1"
  OS_MINOR_VERSION="1"
  RELEASE_ID="10"
  OS_VERSION="1.1"
  BRANCH_CODE="TV Ship"
  BUILD_DESC="OS 1.1 (TV Ship/4446)"
  BUILD_FINGERPRINT="4.0.184842.0(3072cab629675a74)/4446N:user-external/release-keys"
  BUILD_VARIANT="user-external"
  BUILD_TAGS="release-keys"
  BUILD_DATE="Sun Nov 16 06:26:48 UTC 2025"
  BUILD_TIMESTAMP="1763274408"
  VERSION_NUMBER="1001010444650"
  

7. Example Code Snippet / Screenshots / Screengrabs

Include any relevant code or component setup in React Native that can help reproduce the bug.

import { ExampleComponent } from 'custom-sdk';

<ExampleComponent config={{ key: 'value' }} />

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Playback Issues

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If this is a playback issue, please provide your content URL, any pre-conditions (like geo-location), and let us know if it’s x86 or arm7.

<!-- Describe your playback issue if applicable -->

Please share the following details in addition:_

• Player SDK: [Bitmovin, Shaka, ...]
• Player SDK Version: [e.g. 1.23]
  • Audio Codecs: [AAC, ...]
  • Video Codecs: [h.264, mp4]
  • Manifest Types: [m3u8, dash, etc ..]

Q: If applicable, please provide your media/content url
If this is created dynamically, tokenized, etc please provide a way for us to access it

[N/A or Content / Media Url for testing]

Q: Are there any special headers required to reproduce the issue you are facing?

[N/A or Insert Headers]

Additionally please provide the following if possible
Provide Screenshots / Screengrabs / Logs. Please include as much information as you can that will help debug.

<!-- Answer here if applicable --> 

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Additional Context

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Any Additional Context you would like to provide?
Add any other relevant information, such as recent updates to the SDK, dependencies, or device OS that may affect the bug.

<!-- Answer here if applicable  --> 

[amen]

Hi @Marco_Cilona,

Thank you for the detailed bug report on the playback freeze and app crash issue when seeking to an ad break start time.

Our team is investigating this issue and will provide an update as soon as we have more information.

Thanks for helping us improve the Vega platform.

Warm regards,
Aishwarya

[satish_amazon]

@Marco_Cilona

Per confirmation via Slack, I will mark this forum as resolved. Resolution was that issue is not repro on build 001010444650