Discussions

Hello HeyGen Support Team,

I’m encountering an intermittent issue while generating videos using the Avatar IV API.

Occasionally, the following error message appears during the generation process (approximately once every two or three executions):

Unsupported download url: s3://surreal-product/image/a2b8688ff95843489c0ba157ef68b255/original

Even though the process works sometimes, the repeated occurrence of this error disrupts automation workflows.
Could you please clarify:
1. What is the root cause of this error?
2. Is there a recommended fix or workaround to prevent it?
3. Are there any known stability issues related to the download URL format used in this process?

Any guidance or recommended best practices would be greatly appreciated.
Thank you in advance for your support.

Best regards,