Issues with OneUp TV and hardware can sometimes be tricky to diagnose. This is because there are many possible configurations of hardware and software, so there are many potential causes to investigate.
General troubleshooting steps
The sections below should cover most issues experienced with OneUp TV or your particular hardware. If these don't fix your problem, check the sections below for steps targeting specific issues.
Restart the affected machine(s)
It's an often overlooked step, but restarting any affected devices might solve the problem.
Make sure you're using oneupsales.tv
OneUp's slideshows are designed to run best from our dedicated platform for TVs. This is different to logging into OneUp as a user and opening up a slideshow from the Slideshows page of the platform.
Navigate to oneupsales.tv/authenticate in the affected device's browser. If you're presented with activation steps, your device isn't configured properly, and you can follow our guide here to get it set up.
Ensure you're using our recommended hardware
We've tested various hardware to ensure you have the best experience using OneUp TV.
If you're not using one of our recommended methods, you may have issues with your slideshows and we suggest checking out our guide on this, here, to ensure your hardware isn't the problem.
Check for updates to your browser
As OneUp TV and Slideshows continually improve, it's important to ensure your browser is running on the latest version, which includes the latest and most modern tech to run OneUp TV efficiently.
We always recommend using Google Chrome for the best experience, or if this is not possible, a Chromium-based browser such as Microsoft Edge.
To update your browser:
For Windows, Mac, or Chrome OS machines, see the screenshot below for the area to check and update your Chrome version:
Check for updates to your operating system
Along with browser updates, it's a good habit to ensure your device has the latest operating system software as well, which gives it the latest security updates in addition to the latest modern features to support new technology, which in turn should keep OneUp TV slides performant.
To check how to update Windows, visit this article from Microsoft.
For Macs, see this article from Apple on updating MacOS.
Test the slideshow in an incognito/private browsing tab
Sometimes the configuration of your browser can affect how OneUp TV is played. The best way to test this is by opening an incognito or private browsing window and navigating to your slideshow.
A private browsing window typically has browser extensions and other customized settings disabled, so this can be a good way to troubleshoot issues with your browser. If the slideshow runs as expected in a private browsing window, consider disabling any installed extensions in your normal browser window to see if they are causing interference with OneUp TV.
Clear your device's cookies
Issues might be caused by incorrectly stored cookies in your browser.
To clear cookies for OneUp:
The steps below will clear any active login sessions for OneUp on the device. Ensure you know your login details for OneUp before proceeding.
Log in to OneUp on the affected machine.
Click the settings icon on the left side of the address bar in your browser. In the pop-out window, select Cookies and site data.
On the next page, click Manage on-device site data.
You'll see a pop-up window appear listing cookies stored for OneUp.
Delete all options presented that contain oneupsales.
Close and reopen your browser.
If the device you're using is for a TV slideshow, follow our guide here to reconfigure it. Before completing this step, you'll need to remove the old configuration for the Screen that was removed when you deleted cookies. You can do this from the Screens page of OneUp, in the TV section of the main nav-bar.
If the device you're using is a personal machine (not used for TV slideshow viewing), log back in to OneUp.
Sound isn't playing from my TV
Sound isn't playing from my TV
Check your sound output settings
It might be obvious, but make sure the volume is turned up and not muted on your devices. You can test this by opening a YouTube video or similar media on your display.
If you're using a Chromebit, this is only controlled through your television.
If you use a laptop or computer to display your slideshows, both the laptop's audio and the television audio need to be adjusted together.
If you're using a Chromecast, audio should be automatically sent to the device playing the video stream.
If sound still doesn't play through your laptop, make sure your default output device is set to the same output that goes to your television. This is typically over HDMI, but may be different depending on your setup.
You can find these options on Windows in Settings > Hardware and Sound > Playback Devices.
Check your site settings
Sometimes the issue can be a side-effect of an addition Google made to Chrome's web browser permissions. You may need to alter a setting on your TVs (or the device powering them) to enable sounds to play.
Video Tutorial: https://vimeo.com/365488357
Open a OneUp TV slideshow on the affected machine.
To the left of the URL, click the little icon (usually a lock symbol, or a settings icon).
Click Site Settings from the options that appear.
In the new page, scroll down to Sound and change the option to Allow. Do the same for the Pop-Ups and redirects option as well. Don't worry - this only applies to the OneUp site and won't affect the rest of your browser.
Sounds will now play uninhibited when an automation goes off!
My video slide won't play automatically
My video slide won't play automatically
There are a couple of reasons why a video may not play on a media slide. It can be a difficult issue to pin down sometimes; the steps below should eliminate common causes.
Re-arrange the order of your Slideshow
Unfortunately, sometimes video slides that are placed as the first or last slide in your Slideshow won't automatically play, or will cause your slideshow to stop circulating through the slides. Simply try moving the video slide to a different position in your slideshow and that should resolve the issue. Don't forget to click Save and publish at the top right of the Slideshow Manager once you've made your changes.
Amend your site settings
The issue may be a side-effect of an addition Google made to the Chrome web browser permissions. Default site settings prevent automated sound being played because Google presume it is some form of advert or pop-up. You need to alter a setting on your TVs (or the devices powering them) to enable sound and video to play automatically.
Video Tutorial: https://vimeo.com/365488357
Open a OneUp TV slideshow by going to oneupsales.tv/authenticate on your display.
To the left of the URL box at the top of the browser, click the small icon (usually a lock symbol).
Click Site Settings from the options that appear.
On the new page, scroll down to Sound and change the option to Allow.
Sounds should now play uninhibited from your slideshow!
Check where your video is hosted
There are tons of places you can upload videos online, however sometimes we aren't able to access videos due to where the video is being hosted. We recommend using YouTube or Vimeo to host your videos.
Check the privacy settings on the video
If the video you've linked to on the media slide has been set to private, OneUp won't be able to access the video. You can make sure videos don't appear publicly, but can still be played on your slideshow, by setting them as unlisted. Most video hosting sites (such as YouTube) support unlisted content - check the website's documentation to learn more.
My TV keeps turning off or displaying a screensaver
My TV keeps turning off or displaying a screensaver
Check TV and computer power saving settings
TVs and computers typically have energy saving settings to dim or disable the display after some time has passed.
For TVs:
Check the manufacturer's instructions on accessing power saving settings. These can be typically found in the energy/eco menu of the TV's settings.
For Windows machines:
See Microsoft's article on power saving settings here.
For MacOS machines:
To change display sleep settings, go to System Settings, and find the Lock Screen menu in the left sidebar.
For Chrome OS devices:
See Google's article on power saving settings here.
Install the Keep Awake Chrome extension
Sometimes it may be beneficial to force the display to stay awake in addition to power saving settings.
The Keep Awake browser extension will force the current tab to remain active, which stops your display from going to sleep and has the added benefit of the device giving more resources to the selected tab.
To use the Keep Awake extension:
Once installed, open your OneUp slideshow.
Click the puzzle piece icon at the top of your browser to open your list of installed extensions.
Click on the Keep Awake extension until the icon turns into a full sun.
My TV is freezing when displaying slides
My TV is freezing when displaying slides
If your TV is frequently freezing when playing a slideshow, try these steps.
Close any background programs or tabs
All applications and browser tabs require your device's resources. Depending on the device you're using to run OneUp TV, it may be running out of available memory to keep all open processes running. In this situation, it may end processes it thinks are unnecessary.
To ensure smooth operation of OneUp TV, we recommend just having your slideshow open in your browser, and no other applications running on your machine if possible.
Check your Chromecast's settings
You can identify if the freezing issue is due to your Chromecast if the host device is still playing the slideshow as expected, but the TV receiving the stream has frozen.
In this case, ensure your Chromecast is
correctly receiving power (it should be plugged into its own power socket and not an extension cord if possible),
up to date (information on this can be found on Google's website here).
My Screen configuration isn't remembered and I have to set up the TV every time
My Screen configuration isn't remembered and I have to set up the TV every time
Avoid using an incognito/private browsing window
It's not recommended to use an incognito or private browsing window as a permanent solution to run OneUp TV slideshows. This is because cookies are not saved in a private browsing session.
Cookies are required for OneUp to save the TV configuration to your machine, so we recommend using a normal browser window to run your slideshow.
Check your IT provider's security policies
If you're not using a private browsing window to view OneUp TV, then cookies may not be stored for a different reason. We suggest contacting your IT provider in this case (especially if your business' hardware has a network/security policy in place) as this may be automatically clearing cookies at set intervals.
Ask your IT team/provider to whitelist the oneupsales.io domain to prevent this issue.
I can't see some content on my slides
I can't see some content on my slides
Please see our troubleshooting steps directly affecting content within slides (such as missing data in report slides) in our article here.