There are various reasons that your alerts could not be working. The first step is always to log out of Streamlabs OBS or Streamlabs.com, then log back in. If that doesn't solve the problem, follow this guide.
In Streamlabs OBS:
- Check to make sure you have the correct widget theme, set for your scene collection.
∴ This would be done/changed in your Widget Theme Settings.
- Make sure you have Streamlabs OBS installed on your C Drive.
∴ It's possible that having Streamlabs OBS installed on a different drive can cause issues.
- Try turning on and/or off hardware acceleration, be sure to restart Streamlabs OBS after done.
∴ Streamlabs OBS > Settings > Advanced > Sources > Enable Browser Source Hardware Acceleration
- Make sure you don't have your alerts paused or muted on our end.
∴ In your Recent Events, there are icons in the top right that allow you to pause/mute your alerts.
∴ The Speaker Icon should be full and you should see the pause button, when alerts are working.
- Make sure you have your sources layered properly within your sources list.
∴ Example: https://gyazo.com/79f55004498e69f820ab5abbcd9bcf57
- Check to make sure you don't have any variations overriding your alerts.
∴ This would be a section located at the bottom of your Alertbox Settings for each alert.
- Make sure you don't have Alert Moderation Enabled.
∴ This would be a in the General Settings tab in your Alertbox Settings.
- Make sure you have Alert Animations set for your alerts.
∴ Don't leave the Alert Animation blank, make sure to at least set to none if you don't want a Animation.
∴ This would be in your Alertbox Settings for each of your alerts.
- Check to make sure that your Profanity Filters are not causing any issues.
∴ This would be in the Settings tab in your Donation Settings.
- If you use Custom HTML/CSS in your alerts, try disabling the Custom Code in your Alertbox Settings.
∴ It's possible the code being used is not working correctly due to many reasons.
∴ Sadly we don't offer trouble shooting for Custom Code issues, sorry!
For YouTube Streamers Specifically:
- If the person who is subscribing, has their privacy settings enabled, to not share their subs;
∴ Unfortunately, no alert/notification will be shown on our end, due to API limitations.
For Twitch Streamers Specifically:
- If a someone resubscribes and doesn't share the resub in chat on their end after they reload the stream no alert/notification will be shown on our end, due to API limitations. Ask your subscribers to share their resubs in chat.
Update your Software
Being on the most current version of your streaming software can help avoid any issues they may have been caused by old versions.
If you use Streamlabs OBS (SLOBS)
- Delete the sources for the Alerts/Widgets that are not working correctly.
- Add a New Source > + > Widgets > Pick the Widget from the List that you want to use (you must add a new source, not existing).
- Use the alert test buttons at the bottom of Streamlabs OBS to test your alerts.
Your Alerts/Widgets should now be functioning properly. If you are still experiencing issues, try the solutions below.
Check your data and time settings
If your Windows Date/Time is incorrect, this could be causing the issue.
- Right-click your time in your Taskbar, then click "Adjust Date/Time", then move the slider from on to off and back to on.
∴ Do this for "Set time zone automatically" as well.
∴ Also make sure your computer's BIOS time is set correctly
Refresh your browser source
- Sometimes the issue originates from the connection between your streaming software and the website, or the cache within the source.
- In Streamlabs OBS: Right click> Properties> Source> Refresh Cache of Current Page
- In OBS Studio: Right Click> Properties> Refresh Cache of Current Page
- Remove all Browser Sources (OBS/XSplit) or Widget Sources (Streamlabs OBS) and re-add them to your software.
Manually Clear Your Cache Files in Your Streaming Software
- Delete the browser sources that are not working from OBS or Streamlabs OBS.
- Close obs and delete the following folder from your computer:
- Re-open the software and add your alerts/widgets back in as new sources
- Now run a test alert from your Streamlabs alerts setting page or the bottom of Streamlabs OBS
Re-link your account
It is possible that the connection between the two services has fully expired, which can also happen after making major account changes.
- To resolve this you would want to disconnect your account from Streamlabs, which can be done using the guide found here.
- Once you have unlinked your account, make sure you are already logged out of Streamlabs, then log back in.
- You should be asked to re-confirm the required permissions needed to use Streamlabs and then you should be done.
Allow streaming software through the Firewall with this guide.
IPv6 could be your issue, try this guide.
Reset your API Token
NOTE: Doing this will require you to update all of your Streamlabs Widget URLs in all of your sources
- Remove all Streamlabs Widgets (or browser sources) from your streaming software.
- Go into your API Settings: CLICK HERE
- Once in your API Settings, click on the API Tokens Tab.
- Then click the Refresh Button (you will need to confirm the popup in the top left corner)
- Re-add your new widget links back into your streaming software.
- Run a Test Alert, wait a few seconds, alerts should now be working.
ALSO NOTE: If you're using Streamlabs OBS
- After resetting your API token you will simply need to:
- log out (bottom left arrow)
- close and relaunch Streamlabs OBS (run as administrator)
- log back in
- run a test alert to confirm
Still having issues with your Alerts/Widgets? Submit a ticket