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)
- 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
- 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.
- Make sure you have Streamlabs OBS installed on your C Drive
- 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.
- Delete the sources for the Alerts/Widgets that are not working correctly.
- Add a New Source > + > Widgets > Pick the Widget from the list that you want to use.
- After doing that, you can use the Test Alert Buttons at the Bottom of SLOBS to test your alerts.
- 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:
- 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.
- 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.
- Make sure you have your sources layered properly within your sources list. Example: https://gyazo.com/79f55004498e69f820ab5abbcd9bcf57
- 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.
- Make sure you don't have Alert Moderation Enabled. This would be in the General Settings tab in your Alertbox Settings.
- 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.
- Check to make sure that your Profanity Filters are not causing any issues. This would be in the Settings tab in your Donation Settings.
- 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.
- Right-click your time in your Taskbar, then click "Adjust Date/Time", then move the slider from on to off and back to on.
- Do this for "Set time zone automatically" as well.
- 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.
- Log out of Streamlabs in the top right corner
- Log back into Streamlabs
- If you are using Streamlabs OBS, make sure you also try to log out of the application.
Re-add your links:
- Clear the cache in the top right corner by going into settings
- Remove your browser sources or widget sources and re-add them
Re-link your account:
- Disconnect your account using the guide here: CLICK HERE
- Log out of Streamlabs
- Log back in
- 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?
- Reach out to our Support Team via Email -> Click Here
- Or via Discord at -> https://discord.gg/stream