---name: liveavatar-debugdescription: Troubleshoot and debug LiveAvatar integration issues. Use when the user's LiveAvatar integration isn't working, the avatar is silent, audio is garbled, sessions fail to start, events aren't received, or they're getting API errors.license: MITmetadata: author: heygenversion: 1.0.0---

LiveAvatar Debugging Guide

Symptom-based troubleshooting for LiveAvatar integrations. Find your symptom below and follow the fix.

Avatar is silent / not responding to speech

Most likely: Missing context_id in FULL Mode.

Without a context_id, the avatar enters restricted mode — streams video but ignores user input. No error thrown.

Fix: Create a context via POST /v1/contexts with at least a prompt field. Include the returned context_id in your session token's avatar_persona.

Other causes:

• Browser mic permissions blocked (check allow="microphone" on iframe)
• Push-to-Talk enabled but PTT events not being sent
• OS-level mic mute

Audio is garbled or distorted (LITE Mode)

Most likely: Wrong audio format.

Required: PCM 16-bit signed, 24KHz, base64. No error returned for wrong format.

Checklist:

• Sample rate is exactly 24,000 Hz
• Raw PCM (no WAV/MP3/OGG headers)
• 16-bit signed, not 8-bit or 32-bit float
• Base64 encoded
• Chunks under 1MB

Quick test: Send a known-good 440Hz test tone. If it works but your TTS doesn't, resample your TTS output.

401 error / session fails to start

Most likely: Wrong auth header.

Endpoint	Correct auth
POST /v1/sessions/token	X-API-KEY: <api_key>
POST /v1/sessions/start	Authorization: Bearer <session_token>

Common mistakes: using API key on /start, using Bearer token on /token, putting API key in Bearer format.

Events not received (FULL Mode)

• Subscribed to correct topics? Send to agent-control, receive from agent-response
• LiveKit room connected? Check connection state
• Parsing JSON correctly? Events have event_type, event_id, session_id

WebSocket events silently dropped (LITE Mode)

Most likely: Sending before connected.

Wait for {"type": "session.state_updated", "state": "connected"} before sending any commands.

Also check:

• Using correct event names? LITE uses agent.*, not avatar.* (that's FULL)
• WebSocket still open? 5-min inactivity timeout

Session times out

5 minutes of inactivity kills the session.

• FULL: POST /v1/sessions/keep-alive with Bearer <session_token>
• LITE: {"type": "session.keep_alive", "event_id": "..."} via WebSocket

Send every 2-3 minutes.

Sandbox won't start

• is_sandbox: true set in session token
• Avatar ID is dd73ea75-1218-4ef3-92ce-606d5f7fbc0a (sessions) or 65f9e3c9-d48b-4118-b73a-4ae2e3cbb8f0 (embeds)
• Not using a different avatar with sandbox mode

~1 minute auto-termination is expected behavior.

Image avatar fails / no audio

Image avatars have no auto-generated voice. Specify voice_id in avatar_persona. Browse voices at GET /v1/voices.

Custom LLM / TTS not working

LLM checklist:

• Secret: secret_type: "LLM_API_KEY"
• Config: correct model, secret_id, base_url
• llm_configuration_id in session token
• Endpoint supports OpenAI /chat/completions protocol

TTS checklist:

• Secret: secret_type: "ELEVENLABS_API_KEY"
• Voice imported via POST /v1/voices/third_party
• Using the returned LiveAvatar voice_id (not the ElevenLabs ID)

CORS / network errors

• API calls should come from backend, not browser
• Allow outbound wss:// for LiveKit and WebSocket
• Allow *.livekit.cloud, api.liveavatar.com, embed.liveavatar.com

General approach

1. Start with sandbox mode to eliminate billing issues
2. Check session state: GET /v1/sessions/{id}
3. Check transcript: GET /v1/sessions/{id}/transcript
4. Check credits: GET /v1/users/credits
5. Verify you're not mixing FULL and LITE event systems