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Screens | Sound Issues Troubleshoot

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Article Overview

This article provides a step-by-step guide to trouble shoot sound issues in Amplify. Covering various scenarios from activity configuration, video settings, hardware issues, and potential problems with MP3 files or HDMI cables.

Activity is Not Configured to Play Sound

  • Each activity can be configured to play or not play sound. Make sure that the sound is enabled for the relevant activity/activities.
  • To check if sound connect to an activity is enabled, start by going to "Manage" -> "Activity Types".

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  • Click on an activity type -> click on an activity.
  • The next step is to see if the "Play Sound" button is enabled.
  • If enabled, the activity is set to play WITH sound.
    • Note: make sure to see if the other activities have sound enabled as well, as this can vary from activity to activity.

Dashboard___Amplify.png

Video is Configured to be Muted

  • If the celebration is a video, make sure that the vide is not configured to be muted.
  • To check this, click on your "Manage" -> click "Users".

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  • Click on your user (or another user) -> click on "Celebrations".
  • You will now be presented with the overview of your celebrations.

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  • At the bottom of this celebration page, make sure the button saying "Mute Celebration Popup in Browser" is disabled.
  • If disabled, the celebration should play WITH sound.
  • Note: ensure that the YouTube link containing your celebration is a video that has sound.

Dashboard___Amplify.png

Hardware (e.g. Chromebox) Connected to the TV is Muted/Low

  • The hardware could also be muted.
  • Connect a keyboard and mouse and check if it is muted or the volume is very low.
  • Note: if using Chromebox and it is in "managed" mode (meaning it opens the Amplify app automatically on restart), turn it OFF. Make sure you have a keyboard and mouse connected and immediately press Ctrl + Alt + S after you turn it on. Then check the volume of the Chromebox.

MP3 File is Corrupted/Not Supported

  • If using an MP3 file, try uploading to a different MP3 file.

HDMI Cable is Damaged

  • Check that the issue isn't related to the HDMI cable. The cable you are using might be damaged and not transmitting audio.

TV Screen is Muted/Very Low

  • Ensure the TV itself is not muted and that the volume is is not low.

 

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