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Hello,HeyGen

We are currently experiencing an issue with LiveAvatar.

At the moment, no avatar starts even from the LiveAvatar interface itself. When trying to launch any avatar, the platform shows the message:

“Something wrong, please try later.”

We also tested our integration through LiveKit, and on the worker side we consistently receive the following error after the avatar session starts:

“APIConnectionError: LiveAvatar connection closed unexpectedly.”

From our side, the LiveKit worker connects successfully, the session starts, and the avatar initialization begins, but the LiveAvatar connection then closes unexpectedly. Since the same issue also happens directly in the LiveAvatar interface, it seems the problem may be related to the LiveAvatar service, avatar availability, or workspace configuration rather than our application logic.

Could you please check this on your side and let us know:

whether there is any current issue with the LiveAvatar service,

whether our workspace or avatars have any configuration problem,

and whether there are any limits or restrictions affecting avatar startup.

If needed, I can also provide the avatar ID, timestamps, and logs from our LiveKit worker.

Thank you in advance for your help.

Best regards,
Azamat