Article Overview

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

1 - The 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 the sound connected to an activity is enabled, start by going to Manage > Activity Types

Click on an activity type > then click on an activity

The next step is to see if the button saying "Play Sound" is enabled.

If the box is enabled, the activity is set to play with sound.

Make sure to see if the other activities have sound enabled as well, as this can vary from activity to activity.

2 - Video is configured to be muted

If the celebration is a video, make sure that the video is not configured to be muted.

To check this, click on your profile in the top right corner > Profile settings

Click on 'Celebrations'

You will now be presented with the overview of your celebrations. The next step is to make sure the button saying "Mute celebration popup in browser" is disabled.

If this button is disabled (as shown in the picture above), the celebration should play with sound.

Note: Make sure to check that the YouTube-link containing your celebration is a video that has sound.

3- TV screen is muted or very low

Make sure the TV itself is not muted and the volume is not very low

4 - Hardware (e.g. Chromebox) connected to the TV is muted or very 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 you are using Chromebox and it is in "managed" mode, which means 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.

5 - MP3 file is corrupted or not supported

If you are using an MP3 file, try to upload a different MP3 file to see if works.

6 - HDMI cable is damaged

Check with a different HDMI cable. The one you are using might be damaged and not transmitting audio.