Have you requested MP4 files but you don’t receive them in your inbox? If so, this can be related on how the looping indicator is placed in your ads.
Make sure that you do not position the loop indicator inside an active animation. This might break the animation, result in unwanted behaviour and errors while generating your MP4 files.
To fix this, simply drag the loop indicator where no active animations are, just like you can see in the image below:
Save the changes and request your MP4 files once again. If you don’t receive them and the loop indicator is set up properly, don't hesitate to contact us.