Severe Timeout Issue for Indian Users on CAS SDK 4.0.x – Ads Not Loading Initially

[dvngshah]

We're experiencing a critical issue with the CAS 4.x.x SDK where ads are failing to load initially for users in India. The issue manifests as a timeout during the first ad load, and only after a delay of around 3 minutes, ads start appearing, significantly impacting impressions and revenue from Indian traffic.

Key Observations:

1. The issue is isolated to Indian users. Ads load fine for users in other countries.
2. After switching to Cloudflare DNS, ad loading works instantly for Indian users as well — suggesting a potential DNS resolution or CDN issue localized to Indian networks.
3. Logs attached below show initial timeout errors and delayed ad serving.
4. This is causing a severe drop in impressions and ad revenue from India.

I'm attaching full logs with CAS DEBUG MODE turned on.

caslogs.txt

Please investigate and resolve this issue as soon as possible, as it is affecting production and monetization.

[Str4tos]

Hi @dvngshah. Thank you for creating the issue.

Our team is already working on your problem. We will let you know once we identify the cause.

[balakumar-t]

All my users from India I also observed the huge drop in the impression. please fix it ASAP

[balakumar-t]

@Str4tos - are you able to find the root cause?
is there any workaround to solve this problem?

[Str4tos]

Hi. We have identified the root of the issue and are communicating with our partners to resolve it.
Please contact your account manager with a link to this issue so that the mediation configuration for your application can be quickly adjusted to improve the situation in the near future.

[dvngshah]

@Str4tos we are still facing the issue no change so far

[balakumar-t]

@dvngshah Based on last reply from @Str4tos , I connected with account manager, he updated the mediation settings, it is back to normal now.

[Str4tos]

Hello @dvngshah,
We understand your concern. However, the issue is not related to the CAS SDK, but rather to access restrictions to our partners' servers for users of Indian internet providers.

We can partially work around this issue by changing the configuration of specific apps. For this, please contact your account manager with the details. If you have already done so but the issue persists, kindly follow up with your account manager.

Thank you for your understanding.

[balakumar-t]

@Str4tos For me the issue resolved after updating the configuration, I suggested @dvngshah try the same by contacting his manager

[dvngshah]

@Str4tos Hi, thanks for the reply. What configuration do you guys change for the workaround? Since the update to CAS 4.0, things have improved in terms of revenue and eCPM from other countries, and we do not want to lose this momentum.

Will the change affect this drastically?

[Str4tos]

@dvngshah We are working on an isolated configuration fix specifically for India. However, at this stage, these changes may negatively impact overall performance in other countries.

In these issues, we can only address general SDK-related problems. Your account manager will assist you in configuring your app based on its specific requirements.

[dvngshah]

Hi @Str4tos,

This has impacted us badly.

Right after your comment, we reached out to "Vladislav" saying no changes for now—we’ll wait for the official fix, not a workaround.

But by the time we said that, he had already made changes based on your suggestion (according to him), without waiting for our go-ahead.

Since then, our revenue has been dropping, and for the last 2 days, we’ve been trying to reach out on Teams to get things reverted—but no response at all.

Please help us by moving the app back to how it was before—likely on Applovin MAX mediation.

Would really appreciate a quick fix here.

Thanks,

[Str4tos]

Hi @dvngshah. I’m sorry to hear about the situation. I hope your account manager has already responded to you.

[dvngshah]

Hi @Str4tos,

The revenue is dropping day by day, it’s as bad as it can possibly get.

We initially received only a generic response saying the issue was fixed, but no explanation, and they haven’t replied to any of our follow-up messages since then.

The core problem seems to be that we were originally on AppLovin MAX Mediation, but our account manager made changes as a workaround to get India working. However, they never reverted it, despite multiple follow-ups from our side.

Currently, the mediation setup is still not Applovin Max — it appears to be IronSource or something else entirely.

If there's any way you can help us switch back to AppLovin MAX Mediation (as it originally was), we’d really appreciate your support.

Thanks,