This can happen due to a couple of reasons. Follow these steps in order to discard any configuration issues:
I can't see the Streamloots alerts on my stream
If you are not able to see the alerts on your stream, make sure you have the Streamloots alerts URL inserted as a browser source in your streaming software (OBS, Xsplit, etc.).
You can find your URL if you go to the Alerts section inside Alerts & Widgets option in the side menu. Make sure you have the URL inserted in your streaming software as a browser source. There, you will also find an "Open tester" button, which you can click on to test purchases and card alerts (a new browser window will open). Then you can click to test cards or test purchases and select the alert you want to test.
If you are able to see the alerts by using the tester but not in your streaming software, then the issue is most likely related to the settings in your streaming software or computer.
I had already set the alerts in my streaming software. It worked before, but now it doesn't
Sometimes, streaming programs (OBS, XSplit, etc) or our platform get updated, and this may cause some issues. In that case, we have some steps you can follow in order to make alerts work again:
First, check that you have a browser source with the right Streamloots alerts URL in your current scene.
In the OBS family, there is a "Refresh cache of current page…" button. Select a browser source and go to "Properties". This will clear the cache of the alerts.
There is also a "Shutdown source when not visible" checkbox in browser sources. We recommend enabling this so that if you have any issue with the alerts, you can hide the source of the alert for 5-10 seconds in order to reset it. You can also activate the "Refresh browser when the scene becomes active" option, which will allow you to force that refresh every time you change the scene.
Some streaming software updates require removing all the Streamloots browser sources and adding them again. Some users have reported reinstalling OBS, which has fixed their problems. Most cases aren't on the Streamloots end, they depend on your streaming software, your pc software, hardware, etc. Each case may be different.
The sound/image is not showing in the alert
If you can see the alerts on your streaming software, but you can't see the image or hear the sound, please check the following:
- The current scene in the OBS has the Streamloots browser source configured with the correct URL.
- The card or pack alert has a sound configured.
- The card or pack alert has an image configured.
- The card or pack alert has the TTS (voice) enabled.
If everything seems until here, we should check the hardware acceleration.
Most streaming programs like OBS or XSplit have a hardware acceleration mode for browser sources. Where the option is located will depend on the streaming program. We recommend searching for it in your software or on the Internet in order to find where this option is.
Once you have located this option, try enabling or disabling hardware acceleration and close your streaming software. Make sure you don't have the software running in the background, as it's important to restart the software for changes to apply correctly. After restarting, go ahead and test the cards you have problems with.
I can see duplicated alerts or there is an echo effect
In that case, make sure you don't have any browser (Chrome, Firefox, Edge…), with the alerts URL or with the tester, open. Similarly, make sure there is no duplicate browser source in your current scene on OBS or XSplit.
If the issue persists after trying all the suggestions in this article, please submit a ticket with us here.