Sticky Tutorial

Alerts/Widgets Broken or not working- how to fix

  • 11 March 2019
  • 44 replies
  • 247681 views

Userlevel 3
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 Stremalabs 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 a 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 a 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.
If you are still having issues, please try steps below.

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 computers BIOS Time is set correctly to.
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 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. Discconnect 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
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

This topic has been closed for comments

44 replies

Userlevel 1
Hi I tried everything listed here
but it is still not wokring for me
"Discconnect your account using the guide here." What guide where? Nothing I do lets me unlink my Twitch platform and I'm only getting half my alerts.
Userlevel 3
Hi there! Can you please save your settings on our website and not in Streamlabs OBS.
Let me know if that resolves the issue :)

Talk soon!
Userlevel 5
I can hear my alerts but i can't see them or my widgets

First make sure that the Alert Box widget is the top-most source in the list of sources in your streaming software so it is always on top of all other sources.

If this is in the streaming software you use, and you made sure that the Alert Box is the top-most source, then please disable "Use hardware acceleration for browser sources" in ⚙Settings > Advanced (near the bottom) and restart the streaming software.
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!!!
I can hear my alerts but i can't see them or my widgets
when i stream the alerts of alertbox doesn't appear on stream, but when I test it on offline it goes all well so i need some help to fix it. Thanks
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
Userlevel 6
We can unlink your accounts for you!

Is this your username? (Gamut)

If you are having issues with your alerts this guide will help you:
https://support.streamlabs.com/hc/en-us/articles/115000090014-Fix-Broken-Alerts-Widgets
Userlevel 6
Hello!

What seems to be the issue with your donation goal?

You will want to start the goal in Streamlabs.com and not in StreamlabsOBS.
Userlevel 3
@imnaxi I would check out the solutions here first ^^
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)
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 🙂
I only get alert sound when im testing the widgets... can you check my account? https://www.twitch.tv/lildickylight
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.
Userlevel 5
Gamut you should now be all good to log out from Streamlabs.com and then log in with the account you want as the primary one