Frequently Asked Questions

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 https //status uneeq com/ 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 https //status uneeq com/ 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 protocol 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 what network requirements are there for the web client? please review our separate page on networking 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 mailto\ 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 which browsers support digital human experiences? uneeq uses webrtc as a streaming protocol, so the browser that your users connect on must be capable of rendering webrtc for real time interactions as a guide our sdk supports chrome on both windows 10 and macos (high sierra or later) and safari on macos it also supports chrome on android (6 0 and above) and safari on ios (11 or higher) for mobile browsers the sdk's browser support is actively maintained for the most recent version of these browsers running on the most recent version of the given operating systems unless otherwise specified for webrtc sessions to connect to devices inside corporate networks / firewalls, network policy updates are required turn servers exist to proxy video and audio connections between nat'd devices there are different implementations of turn, but uneeq recommends coturn for customers self hosting digital humans the coturn application defaults to port 3478 for the initial communication setup before media relay will start for each individual media session, a random udp port is chosen from a range of ports depending on your setup different configurations are possible for customers who are comfortable with advanced networking requirements for customers connecting to uneeq's hosted platform, please review our separate networking page 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 mailto\ help\@uneeq com alternatively if you're in creator, you can let us know via the contact page https //creator uneeq io/contact/