Just to confirm, have you tried adding custom thumbnail using these steps mentioned in the Help Center article: https://goo.gl/75FYYJ ? Keep us posted.
That's odd, could you delete the thumbnail and reupload it? Let us know if that makes a difference.
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Appreciate the info. Please send a feedback report directly from YouTube with these steps: https://goo.gl/WdI0BK . While every individual report may not get a direct response, we do review everything and use the details to investigate and fix issues. Thanks!
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