There are many reasons why an automation may not go off on your TV or device. The steps below should eliminate common causes and help you troubleshoot the issue.
1️⃣ How OneUp's automations work
There are a few criteria we check against when new data arrives on OneUp. When we receive a record and it should fire an automation, we check:
the user that has the performance is a full user (not an observer) on the platform;
the time that the record is logged against on the system matches today's date (relative to the user's configured timezone within OneUp);
we've not seen this record already (to prevent multiple automation notifications for the same record).
If your record does not match this criteria, there is a way to manually set it off. Follow the steps in our how to manually fire a celebration article.
If your record does satisfy these criteria, read below to find out what else could cause an automation to fail.
2️⃣ The configuration of the automation is incorrect
OneUp's automation system works on a set of criteria that you can define. It's likely that your automation did not fire because it didn't meet the criteria set in the automation's configuration. Check:
the correct metric and value are being used in the automation source event
a TV flash is set up as an action
the configuration for the TV flash is set to display on the correct slideshow
if a specific set of teams are being used for the automation, that the person who owns the record(s) that should have went off belongs in one of these teams (you can check this from the Teams page, found under Manage).
If you're not sure where to find the above settings, follow this article to examine the configuration of your automation.
If these all look good, move on to the next section below.
3️⃣ Check you are viewing your slideshow from the right place
Because OneUp TV is accessible from different areas of the platform, sometimes users will simply log in to the TV as a OneUp user and click OneUp TV in the sidebar to display a slideshow. For TV use, this is not optimal - automations and slides can encounter issues if the slideshow is left in this configuration for a long time.
We strongly recommend that, instead, you view your slideshow using oneupsales.tv and properly set the TV up. If you haven't done that already, this article will help!
Once you've set up your connection to oneupsales.tv, we recommend bookmarking the URL "oneupsales.tv" on the device for easy access in the future.
4️⃣ Amending 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 automations to play.
Watch a video tutorial to resolve this or follow the steps below.
Steps:
Open a OneUp TV slideshow, by going to oneupsales.tv, on your display.
To the left of the URL, click the little icon (usually a lock symbol).
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!
5️⃣ Replaying an automation
Sometimes the issue could be that nobody was around to hear/see the automation go off.
In this case, or for other troubleshooting purposes, replay an automation using the replay action in the log area.
Visit the how to replay a celebration article for a step-by-step guide.
Troubleshooting ✨
Still having issues after following the steps above? Reach out to any of our team through the support chat, and we'll be happy to help!