Your data is always safe
A missing preview has no impact on your performance metrics. Spend, impressions, ROAS, and all other data remain accurate even when the visual doesn't load.
Why previews fail to load:
1- Live mode timeout
Atria fetches previews in real time from Meta. Large date ranges or high ad volumes can cause timeouts before the preview loads. Reducing the date range usually resolves this.
2- Ad was deleted or archived
When an ad is fully deleted from Meta Ads Manager, Meta removes the creative from their servers. Performance data stays in Atria, but the preview cannot be recovered.
3- Preview URL expired
Meta generates preview URLs with a limited lifespan. If you're viewing an older report, the link may have expired. A page refresh generates a fresh URL from Meta.
4- Ad blocker or VPN blocking Meta's domain
Tools like uBlock Origin and some VPNs block content from Meta's servers (facebook.com, fbcdn.net), which prevents previews from loading in any external platform.
5- Ad account disconnected
If the Meta connection expired or was revoked, Atria loses the ability to fetch previews. Performance data already synced will still appear, but live previews won't load.
How to troubleshoot:
1- Hard refresh the page
Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac). This clears the cached preview URL and requests a fresh one from Meta.
2- Reduce the date range
Start with 7 to 14 days. Loading previews for large time windows puts more pressure on Meta's API and increases the chance of a timeout.
3- Test in an incognito window
Open Atria in incognito mode. Most browser extensions (including ad blockers) are disabled by default. If previews load in incognito, the issue is an extension or VPN.
4- Check your Meta connection
Go to Settings → Ad Accounts and confirm your account shows as Connected. If disconnected, click Connect Ad Account and re-authorize through Meta.
5- Wait a few minutes for new ads
Newly created or recently edited ads may not have a preview ready yet. Meta needs time to process creatives, especially video. Give it 5 to 10 minutes and refresh.
If all previews across your account are broken
This usually points to a connection issue rather than a Meta limitation. Check Settings → Ad Accounts first. If the account shows as connected but previews still don't load, reach out to support.
Common scenarios:
Preview works in incognito but not in my normal browser
A browser extension (ad blocker, VPN, or privacy tool) is blocking Meta's domain. Disable extensions one by one or add an exception for app.tryatria.com.
I can see the ad in Meta Ads Manager but not in Atria
Meta Ads Manager uses internal APIs that external platforms don't have access to. Some formats — like Instant Experience and full carousel swipes — can only be previewed inside Meta's own tools.
Some ads in the same report load, others don't
This is normal. Each preview depends on that specific ad's status, format, and age. A mix of working and missing previews in the same report is expected, especially across different time periods.
Preview is missing in a Slack report
Scheduled Slack reports capture a snapshot at the time of generation. If the preview URL had expired or Meta's API was temporarily unavailable, it will appear blank in Slack. Open the full report in Atria to see the latest version.