Sticky Tutorial

Alerts/Widgets Broken or not working- how to fix

  • 11 March 2019
  • 44 replies
  • 270644 views

Userlevel 4

Below are multiple solutions to fix broken alerts and widgets. First, we will share troubleshooting steps related to your desktop streaming software (Streamlabs OBS or other). Next, we will discuss several other steps that can help.

First, regardless of which streaming software you are using - please make sure you are on the latest version. You can get an updated version at below links:

 

If you are using Streamlabs OBS (SLOBS)

  1. Go to the Properties of your Alert Box Widget, (click Source if using Streamlabs OBS widget on the right side) then click Refresh Cache of Current Page
  2. Check to make sure you have the correct widget theme, set for your scene collection. This would be done/changed in your Widget Theme Settings.
  3. Make sure you have Streamlabs OBS installed on your C Drive
  4. Go to Settings > Advanced and scroll to the bottom and uncheck the box for Enable Browser Source Hardware Acceleration (requires a restart) and restart SLOBS. Do not check this box after restarting.
  5. Delete the sources for the Alerts/Widgets that are not working correctly.
  6. Add a New Source > + > Widgets > Pick the Widget from the list that you want to use.
  7. After doing that, you can use the Test Alert Buttons at the Bottom of SLOBS to test your alerts.
  8. Go back into SLOBS > Logout (Top Right Corner) > Restart SLOBS (Run as admin) > Log Back In.

 

If you are using any streaming software other then Streamlabs OBS such as OBS or Xsplit:

  1. Go to the Properties of your Alert Box Widget, then click Refresh Cache of Current Page or if on Xsplit right-click the widget and click Refresh in the top right.
  2. Make sure you don't have your alerts paused or muted on our end. In your Recent Events, there are icons in the top right that allow you to pause/mute your alerts. he Speaker Icon should be full and you should see the pause button when alerts are working.
  3. Make sure you have your sources layered properly within your sources list. Example: https://gyazo.com/79f55004498e69f820ab5abbcd9bcf57
  4. Check to make sure you don't have any variations overriding your alerts. This would be a section located at the bottom of your Alertbox Settings for each alert.
  5. Make sure you don't have Alert Moderation Enabled. This would be in the General Settings tab in your Alertbox Settings.
  6. Make sure you have Alert Animations set for your alerts. Don't leave the Alert Animation blank, make sure to at least set to none if you don't want an Animation. This would be in your Alertbox Settings for each of your alerts.
  7. Check to make sure that your Profanity Filters are not causing any issues. This would be in the Settings tab in your Donation Settings.
  8. If you use Custom HTML/CSS in your alerts, try disabling the Custom Code in your Alertbox Settings. It's possible the code being used is not working correctly due to many reasons.

 

Check your data time and settings: If your Windows Date/Time is incorrect, this could be causing the issue.

  1. Right-click your time in your Taskbar, then click "Adjust Date/Time", then move the slider from on to off and back to on.
  2. Do this for "Set time zone automatically" as well.
  3. Make sure your computer's BIOS Time is set correctly.

 

Re-log your account: Most of our tools are heavily based on using the Twitch, YouTube, Mixer or other API's to pull info from your account.It is possible that a connection between the two services is having issues, this will attempt to correct that.

  1. Log out of Streamlabs in the top right corner
  2. Log back into Streamlabs
  3. If you are using Streamlabs OBS, make sure you also try to log out of the application.

 

Re-add your links:

  1. Clear the cache in the top right corner by going into settings
  2. Remove your browser sources or widget sources and re-add them

 

Re-link your account:

  1. Disconnect your account using the guide here: CLICK HERE
  2. Log out of Streamlabs
  3. Log back in
  4. Re-confirm required permissions to use Streamlabs

Allow streaming software through the firewall: CLICK HERE
 

Fix issue related to IPV6: CLICK HERE


Reset your API token: NOTE: Doing this will require you to update all of your Streamlabs Widget URL's

  • Remove all Streamlabs Widgets from your streaming software.
  • Go into your API Settings: CLICK HERE
  • Once in your API Settings, click on the API Tokens Tab.
  • Then click the Refresh Button (you will need to confirm the popup in the top left corner)
  • Re-add your new widget links back into your streaming software.
  • Run a Test Alert, wait a few seconds, alerts should now be working.

ALSO NOTE: If you're using Streamlabs OBS (SLOBS) - Before adding your widgets, you will want to:

  • log out (top right of SLOBS)
  • close and relaunch SLOBS
  • log back in when prompted
  • add your widgets back in
  • run a test alert to confirm

 

If you are on YouTube and your subscriber alerts don’t work….

YouTube users who subscribe to you can have their privacy settings set to not notify you that they have subscribed to you. You will see your sub count increase but you will not be alerted that someone has subscribed to you.  Unfortunately, we can’t do anything about this as this is a privacy setting with YouTube.

 

Still having issues with your alerts and widgets?

  1. Reach out to our Support Team via Email -> Click Here
  2. Or via Discord at -> https://discord.gg/stream

 


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44 replies

Hi!

I am, and have been, struggling with creating a donation goal for a while know. It is absolutely doing my head in. I read above now that it is a known issue? Is it the same I am having: That I can add the widget and have it set up to my specs, but it wont allow me to press "Start Goal"? Also, when I try using the Tiltify Donation Goal with window capture, all I get is a white window, which obvs isn't much use.
Do you know if and when you will have it resolved?

Thank you,

Ellie
Hello!

I'm having a problem with the donation media share widget. I see the alert and everything, when i go to recent events i see that there is music playing, but there's no sound. So i have to skip the song manually every single time and then replay the same song from previous songs and then it will play. Is there anything i can do to make it play automatically?

Best wishes, Zoodyy.
Userlevel 5
Hello!

I'm having a problem with the donation media share widget. I see the alert and everything, when i go to recent events i see that there is music playing, but there's no sound. So i have to skip the song manually every single time and then replay the same song from previous songs and then it will play. Is there anything i can do to make it play automatically?

Best wishes, Zoodyy.


Make sure you have added the Media Share widget to your scenes in your streaming software as audio will play via the widget/browser source. You can also manage auto-play and other moderation settings via the ⚙ settings icon in the Media Share tab found in Recent Events.
So I've been searching everywhere for a solution, I've tried just about everything from restarting the app, to logging out and back in. Deleting the app, waiting 5minutes, logging out and back in, restarting the app and all to the same problem. Unlinking, and relinking my account, to using the browser source. The sound for my notifications goes off, and can be heard on stream but the actual alert's don't pop up. When I manually log into the browser streamlabs, and have the test browser up(with the green screen), it actually shows up, but doesnt on the stream, but when testing through the app the box just appears black. When trying to run both tests (1 browser 1 app) the browser runs the animations+test fine, but still the app's box shows up black. I'm really unsure as what to do, I've missed 2 donations and my first sub due to this. Please help!
Userlevel 3
@thc_owl I would try these solutions. If it is all of them I would also try disabling browser hardware acceleration (you can do this in OBS Studio as well as in Streamlabs OBS, whichever program you are using)
@thc_owl I would try these solutions. If it is all of them I would also try disabling browser hardware acceleration (you can do this in OBS Studio as well as in Streamlabs OBS, whichever program you are using)
I have disabled that as well, still no luck.
Userlevel 3
@thc_owl and you tried everything in the original post? If so you may want to hop into the discord so we can help further and look up stuff for you 🙂
code:
Hi, I have a problem, after each broadcast my alerts boxes get reset. This means that all my template returns with the zombie running when it receives a donation or other chause. Someone can help me.
Userlevel 7
code:
Hi, I have a problem, after each broadcast my alerts boxes get reset. This means that all my template returns with the zombie running when it receives a donation or other chause. Someone can help me.




Hi Vorlgg!

Please make sure you have the correct widget theme selected and saved to your scene collection by going here: https://streamlabs.com/dashboard/widgetthemes

Also, you can make and save your changes to your donation alerts via here: https://streamlabs.com/dashboard/alertbox

If you are still running into the same issue please join our Discord: http://discord.gg/stream so we can provide direct 1 on 1 support. Thanks!
If you are able to get in touch with the devs from streamlabs tell them that I went through everything on this list https://support.streamlabs.com/hc/en-us/articles/115000090014-Fix-broken-alerts they will probably want to check again though.

My twitch name is el_chatoo

Ive tried everything on this thread to fix the problem. Alerts arent showing at all. Can someone please take a look at it for me?

Very Respectfully
I reinstall, logout, reconect, conexions and Dont work......Some idea?
Userlevel 3
@JonayKB I would try the suggestions here in this guide. If they still aren't working please let us know!
Userlevel 3
@el_chatoo are you still having this issue? Everything seems to be working on my end.
I have a problem, the Sound and the Following message is appearing, but the the Picture i also added to it isn't showing. could somebody help me?
Userlevel 6
Hey @Fabian Wright , if you are using Streamlabs OBS i would suggest to go top right to the Settings -> Advanced - and scroll to the bottom and DISABLE
code:
Enable Browser Source Hardware Acceleration
(requires a restart) and restart Streamlabs OBS.
SOLVED FOR ME

After trying literally everything possible I had 1 theory: The internet provider, for some reason was blocking alerts to come through.
- So I unplugged the Ethernet cable and connected the wifi usb adaptor.
- Instead of connecting to the house internet, I connected it to my girlfriend's phone 3G. Then I launched StreamlabsOBS, tested alerts: IT WORKED
- Then I removed the wifi usb adapter and plugged the Ethernet cable back, closed StreamlabsOBS and reopened it, tested alerts: Still worked.

Short version: When nothing works and you have no more options, try to test alerts with another internet connection, if it goes through, you should be able to go back to your usual connexion and enjoy your passion that is streaming!

I hope it will help others.

Flies away
I only get alert sound when im testing the widgets... can you check my account? https://www.twitch.tv/lildickylight
Userlevel 7
I only get alert sound when im testing the widgets... can you check my account? https://www.twitch.tv/lildickylight


Hey there!

I took a look and you had a few blank alert variations on your alerts. I went ahead and turned them off. You should be good now!

I only get alert sound when im testing the widgets... can you check my account? https://www.twitch.tv/lildickylight
Hey there!

I took a look and you had a few blank alert variations on your alerts. I went ahead and turned them off. You should be good now!

Thanks Man, it worked!!!