Frequently Asked Questions

9min

Here you can find a collection of questions commonly asked of our Customer Success team. If you have a deployed digital human and are running into any of the following issues, please check the suggestions below. You can also view our status page at any time to check for open incidents.
My digital human is not displaying on screen?
Things to check
Suggestion
Does the user have internet connectivity?
UneeQ’s digital humans rely on video streaming and require a working network to function.
Is the user using a supported browser?
Please see our list of , displayed at the bottom of the linked page.
Was a valid  obtained?
If you've built your own UI and no token is being returned, please check with your IT team to ensure their token server API is working. If no fault is found with your token server API, please check our  for any incidents.
Is there a SessionErrorMessage being returned within the browsers developer console?
If so, please check the message body for the error message. If these are intermittent please contact your Customer Success representative, or email  for assistance. If these happen constantly, and on different networks, please check our status page for any incidents.
Is there an AvatarUnavailableMessage in the browser’s developer console?
This can happen if you’ve reached your pre-defined user concurrency limit that would have been discussed with your Customer Success representative before going live. If this is happening often, please contact your Customer Success representative, or email  for assistance.
How much bandwidth does a digital human conversation require?
UneeQ uses the WebRTC for streaming real-time audio and video. Current WebRTC implementations use Opus and VP8 codecs:
The Opus codec is used for audio and supports constant and variable bitrate encoding and requires 6–510 Kbit/s of bandwidth. The good news is that the codec can switch seamlessly and adapt to variable bandwidth.
The VP8 codec used for video encoding also requires 100–2,000+ Kbit/s of bandwidth, and the bitrate depends on the quality of the streams:
720p at 30 FPS: 1.0~2.0 Mbps
360p at 30 FPS: 0.5~1.0 Mbps
180p at 30 FPS: 0.1~0.5 Mbps
﻿
My digital human is displaying on screen, but doesn’t speak when asked a question?
Things to check
Suggestion
Is a SessionErrorMessage being returned when the user tries talking to the digital human?
If so, please check the message body for the error message. These are generally returned from the orchestration layer you have provided to UneeQ for the purpose of obtaining responses to the user questions. Please check with your IT team if they are seeing any errors with this API.
Is there  an AvatarAnswerMessage in the developer console of the browser?
If this message is being received, and contains a response to speak, please check our  for any incidents.
﻿
My digital human doesn’t hear me?
Things to check
Suggestion
Is there an AvatarQuestionMessage in the developer console?
If there is an AvatarQuestionMessage shown in the developer console, but the “question” field (shown when expanded) is empty, this could be due to incorrect microphone setup on the user’s device.
If you have implemented a way for the user to type a question, does the digital human respond using this method?
If there is an AvatarQuestionMessage shown in the developer console, but no AvatarAnswerMessage, and no SessionErrorMessage, OR the digital human is not speaking a response, please check our  for any incidents.
﻿
Unsolicited responses are not working?
Things to check
Suggestion
Checked the returned error codes from calling in to UneeQ’s /speak API?
Please view the  section of our /speak API docs to see more information on the returned error codes. Please contact your Customer Success representative, or email help@uneeq.com if this does not help resolve the issue.
If the returned status code is 204 and the frontend does not receive an AvatarAnswerMessage in the browser's developer console?
Please check our  for any incidents.
﻿
My digital human is frozen or out of sync?
Things to check
Suggestion
My digital human's lips are not moving?
If your digital human is talking, but their lips are not moving, please check our  for any incidents.
My digital human's lip movement is not synchronized to the words spoken?
If your digital human's lips don’t appear to match the sounds they are making, or the sound and mouth movements are out of sync, please contact your Customer Success representative, or email .
My digital human is frozen on screen and not responding?
UneeQ’s digital humans rely on video streaming and require a working network to function. Check for a SessionErrorMessage that contains media timeout information. This normally happens when the network isn’t stable.
﻿
On-screen content is not displaying?
Things to check
Suggestion
The display of on-screen content when building your own UI is the responsibility of the implementer of that UI, as it is not rendered by UneeQ’s platform.
Please contact your Customer Success representative, or email  for assistance as to why content is not being displayed.
﻿
Did we answer your question?
If your question hasn't been answered, you can let us know by contacting your Customer Success representative, or by emailing help@uneeq.com. Alternatively if you're in Creator, you can let us know via the Contact page.

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TABLE OF CONTENTS

My digital human is not displaying on screen?

My digital human is displaying on screen, but doesn’t speak when asked a question?

My digital human doesn’t hear me?

Unsolicited responses are not working?

My digital human is frozen or out of sync?

On-screen content is not displaying?

Did we answer your question?

Things to check	Suggestion
Does the user have internet connectivity?	UneeQ’s digital humans rely on video streaming and require a working network to function.
Is the user using a supported browser?	Please see our list of , displayed at the bottom of the linked page.
Was a valid obtained?	If you've built your own UI and no token is being returned, please check with your IT team to ensure their token server API is working. If no fault is found with your token server API, please check our for any incidents.
Is there a SessionErrorMessage being returned within the browsers developer console?	If so, please check the message body for the error message. If these are intermittent please contact your Customer Success representative, or email for assistance. If these happen constantly, and on different networks, please check our status page for any incidents.
Is there an AvatarUnavailableMessage in the browser’s developer console?	This can happen if you’ve reached your pre-defined user concurrency limit that would have been discussed with your Customer Success representative before going live. If this is happening often, please contact your Customer Success representative, or email for assistance.
How much bandwidth does a digital human conversation require?	UneeQ uses the WebRTC for streaming real-time audio and video. Current WebRTC implementations use Opus and VP8 codecs: The Opus codec is used for audio and supports constant and variable bitrate encoding and requires 6–510 Kbit/s of bandwidth. The good news is that the codec can switch seamlessly and adapt to variable bandwidth. The VP8 codec used for video encoding also requires 100–2,000+ Kbit/s of bandwidth, and the bitrate depends on the quality of the streams: 720p at 30 FPS: 1.0~2.0 Mbps 360p at 30 FPS: 0.5~1.0 Mbps 180p at 30 FPS: 0.1~0.5 Mbps

Things to check	Suggestion
Is a SessionErrorMessage being returned when the user tries talking to the digital human?	If so, please check the message body for the error message. These are generally returned from the orchestration layer you have provided to UneeQ for the purpose of obtaining responses to the user questions. Please check with your IT team if they are seeing any errors with this API.
Is there an AvatarAnswerMessage in the developer console of the browser?	If this message is being received, and contains a response to speak, please check our for any incidents.

Things to check	Suggestion
Is there an AvatarQuestionMessage in the developer console?	If there is an AvatarQuestionMessage shown in the developer console, but the “question” field (shown when expanded) is empty, this could be due to incorrect microphone setup on the user’s device.
If you have implemented a way for the user to type a question, does the digital human respond using this method?	If there is an AvatarQuestionMessage shown in the developer console, but no AvatarAnswerMessage, and no SessionErrorMessage, OR the digital human is not speaking a response, please check our for any incidents.

Things to check	Suggestion
Checked the returned error codes from calling in to UneeQ’s /speak API?	Please view the section of our /speak API docs to see more information on the returned error codes. Please contact your Customer Success representative, or email help@uneeq.com if this does not help resolve the issue.
If the returned status code is 204 and the frontend does not receive an AvatarAnswerMessage in the browser's developer console?	Please check our for any incidents.

Things to check	Suggestion
My digital human's lips are not moving?	If your digital human is talking, but their lips are not moving, please check our for any incidents.
My digital human's lip movement is not synchronized to the words spoken?	If your digital human's lips don’t appear to match the sounds they are making, or the sound and mouth movements are out of sync, please contact your Customer Success representative, or email .
My digital human is frozen on screen and not responding?	UneeQ’s digital humans rely on video streaming and require a working network to function. Check for a SessionErrorMessage that contains media timeout information. This normally happens when the network isn’t stable.

Things to check	Suggestion
The display of on-screen content when building your own UI is the responsibility of the implementer of that UI, as it is not rendered by UneeQ’s platform.	Please contact your Customer Success representative, or email for assistance as to why content is not being displayed.