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My slideshow trigger hasn't gone off
My slideshow trigger hasn't gone off

If your deal flash or other trigger hasn't appeared on the TV, this article can help you understand why.

Tom Moverley-Foster avatar
Written by Tom Moverley-Foster
Updated over a week ago

There are many reasons why a trigger may not go off on your TV or device. It can be a difficult issue to pin down sometimes; the steps below should eliminate common causes. If you're still experiencing issues after trying these fixes, a support member will be happy to help you!

How OneUp's triggers work

There are a few criteria we check against when new data arrives on OneUp. When we receive a record and it should fire a trigger, 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,

  • we've not seen this record already (to prevent multiple triggers for the same record).

If you think your record does satisfy these criteria, read below to find out what else could cause a trigger to fail to go off.

The configuration of the trigger is incorrect

OneUp's trigger system works on a set of criteria that you can define. It's likely that your trigger may not have fired because it didn't meet the criteria set on the Triggers section of the site. To check this, you can follow this article to examine the configuration of your trigger. You should check

  • the correct metric and value are being used in the trigger conditions,

  • a TV flash is set up as an action,

  • the config for the TV flash is set to display on the correct slideshow,

  • if a specific set of teams are being used for the trigger, 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 in the top-right menu of OneUp).

If these all appear to be correct, move on to the next section below.

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 - triggers 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.

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 triggers to play.

Video Tutorial: https://vimeo.com/365488357

  1. Open a OneUp TV slideshow, by going to oneupsales.tv, on your display.

  2. To the left of the URL, click the little icon (usually a lock symbol).

  3. Click Site Settings from the options that appear.

  4. 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.

  5. Sounds will now play uninhibited when a trigger goes off!

Refiring a trigger

Sometimes the issue could be that nobody was around to hear/see the trigger go off!

In these cases, or for other troubleshooting purposes, it's now possible to replay a trigger that met the criteria defined on the Triggers page, using the Triggers Log. This page can be found in the Automate section of the top nav-bar.

Replaying a trigger

To replay a trigger:

  1. First, ensure your TV or device viewing the slideshow is configured correctly.

  2. Visit the Triggers Log page from the nav bar at the top of OneUp, in the Automate section.

  3. Use the search box, or user/time period filters to find the trigger in question.

  4. Click the replay button at the far right of the page against the trigger you wish to replay.

Your trigger should then appear! If it didn't, run through the steps in the section above again to ensure triggers are ready to play on the TV.

If this still doesn't solve the problem, feel free to get in touch with our support team and we'll help you out.

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!

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