Why is there no sound on my TV screen?
If there is no sound on a SalesScreen TV screen, check that sound is turned on for the activity, that the TV and connected device are not muted, and that the sound file or video works. Browser setups may also need a one-time click to allow sound.
Use this article if
Celebrations or activity notifications show on the screen, but without sound.
Sound works on some activities, but not others.
Sound used to work but has stopped.
If the screen is black, white or frozen, read Blank, white or frozen screen – troubleshooting instead.
Role
Check sound settings for activities: Company Administrator or Account Owner.
Check the TV, device and cables: anyone with physical access to the screen.
Plan
Available on all plans.
Quick checklist
Check | Where |
Sound is turned on for the activity | Manage → Activity Types |
The TV isn't muted | The TV itself |
The connected device isn't muted | Chromebox, Chromebook or other device |
The sound file or video has sound | The MP3 file or video source |
The HDMI cable works | Between the device and the TV |
The browser allows sound | Browser setups only |
1. Check that sound is turned on for the activity
Each activity can be set to play with or without sound. Sound settings can be different for each activity.
Go to Manage → Activity Types.
Click the activity type.
In the list of activities on the right, click the activity.
Open the Notifications tab.
Check that Play Sound is selected.
Repeat this for each activity that should play sound.
2. Check the TV volume
Make sure the TV is not muted.
Turn the TV volume up to a normal level.
3. Check the volume on the connected device
If the screen runs on a connected device, such as a Chromebox:
Connect a keyboard and mouse to the device.
Check the device's system volume and make sure it is not muted or set very low.
If your Chromebox runs in managed mode (the SalesScreen app opens automatically when the Chromebox starts):
Turn the Chromebox off.
Turn it on again and immediately press Ctrl + Alt + S.
When you are out of managed mode, check and adjust the volume.
4. Check the sound file or video
If the activity uses an MP3 file:
Upload a different MP3 file and use it instead.
If the new file works, the original file was probably damaged or not supported.
If the celebration uses a video, for example a YouTube video, check that the video itself has sound.
5. Check the HDMI cable
A damaged HDMI cable can stop sound from reaching the TV, even if the picture looks fine. Test with a different HDMI cable.
6. Allow sound in the browser
This applies if the screen runs in a web browser, for example Chrome on a Chromebox or Chromebook.
Chrome blocks sound on websites until someone has interacted with the page, for example by clicking on it. To fix this, follow How to fix screen sound / YouTube video issues in Chrome
The SalesScreen TV app plays sound automatically, so this step is not needed if you use the TV app.
What if this doesn't work?
If you have checked everything above and there is still no sound, contact SalesScreen Support and include:
Company name
The name of the screen
The device type (Google TV Streamer, Chromecast, Chromebox, Chromebook or browser)
Whether the screen runs in the TV app or in a browser
Which activity or celebration has no sound
Whether sound works for other activities
The steps you have already tried
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