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Why are celebrations not showing on my TV screen?

If celebrations don’t appear on your TV, it’s usually because of the activity type settings, the screen configuration, the user’s privacy settings, or the data coming from an integration.

Written by Kristoffer Øseth

Role
Admins (Company Admins or other admins with access to:

  • Manage → Activity Types

  • Screens

  • User profiles / privacy settings

  • Integrations, if applicable)

Plan
All plans

Prerequisites / who this applies to

  • You can open Manage → Activity Types to change notification/celebration settings

  • You can open Screens to change screen configuration

  • You have access to users’ Profiles → Privacy tab to check “Hide from screen”

  • (If you use integrations) you can review or coordinate changes to the integration setup for activity dates and values

1. Check the activity type settings

  1. In the left‑hand sidebar, click Manage → Activity Types.

  2. Select the activity type you’re reporting on (for example, Outcome / Car Insurance).

  3. Go to the Notifications tab.

  4. Make sure:

    • Show popup on screen is enabled.

    • Play sound is enabled if you want sound.

    • A Duration is selected (e.g. 10s, 15s, 20s).

If this is off, reports on this activity will never trigger celebrations, even if screens are configured correctly.

2. Check the screen settings

  1. In the left‑hand sidebar, click Screens and stay on the Screens tab.

  2. Click the screen you are using (for example, Screen‑1).

  3. In the panel on the right, look for Show celebration popup for:

    • Make sure it is set to All, or

    • If it is filtered by teams, confirm your team is included.

If the screen is restricted to other teams, your celebrations will not appear there.

3. Check if the user is hidden from screen

Users can hide their celebrations from TV screens in their privacy settings.

  1. Open the user’s Profile.

  2. Go to the Privacy tab.

  3. Under Reports, find Hide from screen.

  4. Make sure this toggle is off if you want that user’s celebrations to show on TV screens.

If a user is hidden from screen, their celebrations will never trigger on‑screen, regardless of other settings.

4. Check the integration date field (for imported reports)

If reports are coming from another system (integration / API):

  • Avoid manually setting the Date field in the payload unless you know exactly why.

  • If the date is in the future or too far in the past, SalesScreen will not treat it as a live report and no celebration is triggered.

  • Let SalesScreen set the date to NOW when the report is received to ensure real‑time celebrations.

5. Check reports with value 0

By default, celebrations may not trigger for reports where the value is 0.

  • If your use case requires celebrations for 0‑value reports, contact SalesScreen Support and ask to enable celebrations for 0‑value reports on your account.

6. Check if the celebration video plays correctly

If the celebration frame appears on the screen but the YouTube video doesn’t play:

  • The video may have been removed from YouTube → choose a different YouTube celebration in SalesScreen.

  • Your company network might be blocking YouTube → ask IT to allow YouTube, or switch to SalesScreen‑generated celebrations only (no YouTube).

What if this still doesn’t work?

If everything looks correct but you still get no celebrations:

  1. Collect a few clear examples:

    • User

    • Activity type

    • Exact time of report (with timezone)

  2. Send this information to SalesScreen Support, and mention that you have already checked:

    • Activity type notifications

    • Screen settings

    • User privacy

    • Integration date field

    • 0‑value behavior

    • Celebration video source

This will help support quickly pinpoint what’s blocking celebrations in your specific setup.

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