Discussions

Hi,
I’m using the HeyGen Streaming API v2 with LiveKit, following the official “Streaming API Integration: using LiveKit (v2)” guide.My account and avatars: Custom Interactive

I have a problem when my avatar works in my custom HTML page using the api . The avatar works, but it freezes I can't hear the avatar, but the avatar's lips don't move

Avatar ID: 722c043f19604af6beda56eabe22e1
Also tested public avatar: MarianneProfessionalLook2
publicKnowledge base ID: 9eaaf8b092fb41b998949fab1ba7112
Behaviour with the Streaming API (in both a local HTML file and my WordPress site using a backend proxy):POST /v1/streaming.new → returns code 100, with session_id, url, access_tokenPOST /v1/streaming.start → returns code 100 (“success”)In LiveKit, I receive both video and audio tracks (Track subscribed: video and Track subscribed: audio)The browser connects successfully with room.connect(sessionInfo.url, sessionInfo.access_token)I call POST /v1/streaming.task with task_type: "repeat" for an intro messageHowever, in the video element the avatar is frozen on a single frame and does not move or lip-syncWith the public avatar Marianne_ProfessionalLook2_public I get the same result (no visible animation, often no speech)Example log from my app:[11:26:54 PM] Starting new session...[11:27:02 PM] streaming.new: success[11:27:05 PM] streaming.start: success[11:27:11 PM] Video track received.[11:27:11 PM] Audio track received.[11:27:11 PM] Connected to LiveKit.[11:27:15 PM] Task (repeat) sent.[11:29:16 PM] LiveKit disconnected: 5Very important: In HeyGen Labs / Interactive Avatar UI, the same avatar works perfectly: it moves, lip-syncs, and responds. The issue only happens via the Streaming API v2 + LiveKit, with both my custom avatar and a public avatar. Could you please check on your side whether :Streaming video (not just audio) is fully enabled for my account and these avatars, andThere is any known issue causing the avatar video to stay on a static frame even though the WebRTC / LiveKit connection is established and tracks are subscribed?If you need specific session_id values or timestamps, I can provide them as well.