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Sound issues on screen?

There can be several reasons why sound is not playing on a screen. Use the checks below to identify and solve the most common issues.

Written by Kristoffer Øseth
Updated over 3 weeks ago

1. The activity is not configured to play sound

Each activity can be configured to play with or without sound. First, verify that sound is enabled for the relevant activity (or activities).

  1. Go to Manage > Activity Types.

  2. Click on the activity type.

  3. In the list of activities on the right, click the specific activity.

  4. In the Notifications tab, check whether Play Sound is enabled.

If the Play Sound box is checked, that activity is configured to play with sound.
Repeat this for other activities as needed, since sound settings can vary per activity.

2. Video celebration is muted in the browser

If the celebration is a video, make sure it is not configured to be muted in your browser.

  1. Click your profile picture in the top‑right corner.

  2. Select My celebrations.


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  3. On the My celebrations page, scroll to the bottom and check the Mute celebration popup in browser setting.

    • Ensure this option is disabled. When it is disabled, celebrations should play with sound.

Also verify that the YouTube video (or other video source) you are using actually has sound.

3. TV screen is muted or volume is low

Check the TV itself:

  • Make sure the TV is not muted.

  • Increase the TV volume to a reasonable level.

4. Hardware connected to the TV is muted or volume is low

If you are using external hardware (for example, a Chromebox):

  • Connect a keyboard and mouse.

  • Check the device’s system volume and confirm it is not muted or set very low.

If you use a Chromebox in managed mode (it automatically opens the SalesScreen app on restart):

  1. Turn the Chromebox off.

  2. Turn it on again and immediately press Ctrl + Alt + S.

  3. Once you are out of kiosk/managed mode, check and adjust the volume of the Chromebox.

5. MP3 file is corrupted or not supported

If you use an MP3 file for sound:

  • Try uploading and using a different MP3 file.

  • If the new file works, the original file was likely corrupted or not supported.

6. HDMI cable is damaged

If sound still does not work:

  • Test with a different HDMI cable.

  • A damaged cable can prevent audio from being transmitted, even if the picture looks fine.


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