Overview

There are many reasons why sound may not be playing from your TV or device. It can be a difficult issue to pin down sometimes; the steps below should eliminate common causes. If you're still experiencing sound issues after trying these fixes, a support member will be happy to help you!

Check your sound settings

It might be obvious, but make sure the volume is turned up and not muted on your devices. You can test this by opening a YouTube video or similar media on your display.
If you're using a Chromebit, this is only controlled through your television.
If you use a laptop to display your slideshows, both the laptop's audio and the television audio need to be adjusted together.

If sound still doesn't play through your laptop, make sure your default output device is set to the same output that goes to your television. This is typically over HDMI, but may be different depending on your setup. You can find these options in Windows in Control Panel > Hardware and Sound > Playback Devices.
Check you are viewing your slideshow from the right place

Because OneUp TV is accessible from different areas of the platform, sometimes users will simply log in to the TV as a OneUp user and click OneUp TV in the sidebar to display a slideshow. For TV use, this is not optimal - triggers and slides can encounter issues if the slideshow is left in this configuration for a long time. We strongly recommend that, instead, you view your slideshow using oneupsales.tv and properly set the TV up. If you haven't done that already, this article will help!

Once you've set up your connection to oneupsales.tv, we recommend bookmarking it for easy access in the future.

Amending your site settings

Sometimes the issue can be a side-effect of an addition Google made to Chrome's web browser permissions. You may need to alter a setting on your TVs (or the device powering them) to enable sounds to play.

Video Tutorial:

Open a OneUp TV slideshow on your display.
To the left of the URL, click the little icon (usually a lock symbol).
Click Site Settings from the options that appear.

In the new page, scroll down to Sound and change the option to Allow.
Sounds will now play uninhibited when a trigger goes off!

Why did Google make this change?

Google acknowledged that many users around the world felt frustrated when they opened a website only for videos and sounds to begin blaring out without their consent. It provided an unpleasant experience, so Google decided to put a stop to it by preventing websites from auto-playing videos and sounds. Unfortunately, this also includes OneUp - we cannot play your celebration music without your explicit consent.

Troubleshooting

Still having issues? Reach out to any of our team through the support chat, and we'll be happy to help!
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