Troubleshooting

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Avatars

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Avatar has quality issues

For custom avatars, quality is highly dependent on the quality of the input video. Please make sure your video recording follows the recording best practices, and either try again, or reach out to support for assistance. If you are talking to an avatar through a low-bandwidth connection, like a mobile phone on cellular data, Simulcast might be downscaling the video to reduce your data usage. In this case, try again with a stable internet connection and check whether the issue persists. If you notice quality issues with a stock avatar, please report the issue to support.

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Avatar has lip synchronization issues (video and audio are not in sync)

Avatar lip synchronization is dependent on how well the audio used to create the avatar matches the audio produced by your TTS model at inference. For custom avatars, you should make sure that your video recording has good, audible audio, and that the recording language is similar to your later conversation target language. For stock avatars, degraded lip synchronization might occur for target languages that are phonetically very different from English. If you notice issues with a specific language, try creating a custom avatar trained on a video recording that matches your target language, or reach out to support for help.

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Custom avatar creation is failing

Avatar creation errors are often just the account hitting its custom avatar slot limit, not a technical failure. If so, please upgrade your plan or reach out to your customer success manager to discuss higher slot quotas. See also Concurrency & Quotas for more information on usage quotas per subscription tier. If you are creating avatars via the API, make sure to check the API error code and error message in your logs, and see the API Errors page for possible causes.

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Speech-to-Video API

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Avatar is not showing up

There can be several reasons why avatars may not show up in your session:

• Implementation issue: Your implementation does not invoke the Beyond Presence API correctly. If you are using LiveKit Agents, make sure that your implementation matches the official usage instructions (same for other frameworks).
• Account issue: Your account has run out of credits, has reached the session limit, or does not have access to the requested avatar.
• Avatar issue: The requested avatar does not exist, or you do not have access to it, or it was created with an outdated model that is no longer supported and needs to be retrained.
• System downtime: Beyond Presence aims for consistent 99.95%+ uptime across all services, but system downtimes may still occur. Check the Status page to see whether there are any Speech-to-Video downtimes.

To narrow down the issue, make sure to always check your logs for errors, check the API error code and error message for more detail, and see the API Errors page for possible causes. In case you need further assistance, please reach out to support.

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Video resolution is too low

All Beyond Presence avatars support high-definition rendering by default. However, if you are using LiveKit Agents, Simulcast is applied by default, which downscales resolution for low-bandwidth devices like mobile phones on a cellular connection. Try again with a stable internet connection and check whether the issue persists. In case of persisting issues, please reach out to support.

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Session limit exceeded

Beyond Presence enforces a limit on how many sessions you can run at the same time, and this limit differs per plan. See Quotas for the limit that applies to your plan and how to raise it.

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Multiple avatars cannot join the same room

This is a known limitation. If your use case requires multiple different avatars in the same room, please reach out to support.

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Audio stutter at end of turn

This is a known issue with Google Gemini Live API models used through LiveKit Agents, and we are actively working to resolve it. In the meantime, we recommend switching to other LLM providers, such as OpenAI RealTime, or Gemini 3.5 Flash with separate TTS/STT.

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