Bug Report – Avatar and microphone issues on the Convai platform

Convai Sim Bugs
1

Incident Date: May 27

User: Innovation Room (saladeinnovacion@uss.edu.pe)

Problem Description:

Problem Description:
Good morning. I tried to access the avatar settings within the platform, but the section does not load correctly. Additionally, when trying to upload information (such as avatar files), the system displays an error message and does not complete the action. I tried different files in various formats and sizes, but the problem persists.

An additional issue also arises with the microphone:
Although the necessary permissions have been granted in the browser, the microphone option is not enabled or available in the interface. The browser does not request additional permissions, and the device works correctly in other applications.

Steps to replicate the error:
Log in to the platform.

Go to the avatar settings section.

Try uploading a new avatar file.

Notice that it does not load and an error message appears.

Verify that the microphone option does not appear or activate, despite having granted permissions.

Attachment:
I’m including a .log or .txt file with the browser console output , showing any errors that occur during the process. This should help identify the source of the error.

Browser used: Google Chrome

Operating system: macOS

2

Hello @Sala_de_Innovacion_U,

Welcome to the Convai Developer Forum!

Thank you for your detailed report, and we’re sorry for the issues you’re experiencing.

To better assist you, could you please clarify what you mean by “Avatar Files”? Are you referring to uploading custom avatars or adjusting settings within an existing character?
When you mention “Avatar Settings,” are you unable to access the sections like Character Description, Language & Speech, or Narrative Design after selecting a character?

Additionally, if possible, please share a short video recording of the issue, with the browser console visible while replicating the error. This will help us identify what’s happening more accurately.

3

Hello @Convai_Support,

Thank you for your prompt response.

Regarding your inquiry, when I mention “Avatar Files,” I am referring to the resources or settings that are uploaded when creating or customizing a character on the platform. Currently, attempting to create a new character fails to complete the process.

Additionally, when adjusting an existing character’s settings—such as the description, language, speaking style, or narrative design—sometimes the changes are saved correctly, but in others they are not, with no clear reason given.

We have also identified the following additional issues:

When starting a call with the avatar, the microphone icon does not appear, preventing proper voice interaction.

When attempting to upload information so the avatar can answer questions on a specific topic, the upload fails and an error is displayed.

Attempting to re-upload an avatar frequently displays an error. Sometimes it is resolved by refreshing the page repeatedly, but other times the avatar simply does not load at all, blocking its use entirely.

We would appreciate your support in resolving these issues, as they directly affect the development and user experience of the tool.

We look forward to your guidance.

Best regards,
@Sala_de_Innovacion_U

4

Thank you for the additional details. To move forward efficiently, let’s go step-by-step:

  1. Character Creation Issue
    You mentioned you’re unable to create a new character. Could you please share a short video demonstrating this issue, making sure the browser console logs are open while you attempt it?

  2. Microphone Icon Missing
    In the Video Call setup, the missing microphone icon could be related to the “Push to Talk” UI button being disabled in the Avatar Studio settings. Could you please check if the “Push to Talk” option is enabled for your character?

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  1. Information Upload Failure
    When you say “uploading information,” are you referring to uploading documents into the Knowledge Bank? If so, could you share a screenshot of the error message you receive?

  2. General Errors While Uploading or Loading
    You also mentioned random errors when trying to reload avatars. Could you please also record a short video showing this issue with the browser console open?

Once you provide these recordings and screenshots, our team will be able to analyze the problem in much more detail and guide you effectively.

Thank you again for your patience and collaboration!

5

Attached the link of the videos

6

Thank you so much!

7

Thank you for the follow-up—I truly appreciate your support and the team’s ongoing efforts.

However, I must respectfully insist that the issue still persists on our side. Despite previous attempts and the recent confirmation of restored access, the technical failure in the Avatar Studio module continues to block us from progressing with our institutional project. The core functionality remains unresponsive, and we’re unable to operate the platform as intended.

Given the academic and operational urgency of this initiative, we kindly request that the resolution be expedited and prioritized. We’re committed to using Convai as a central tool in our educational innovation strategy, but we need it to be fully functional without further delay.

We remain hopeful for a prompt solution and are available for any additional information your team might need.

8

As mentioned earlier, we’re actively working on resolving the reported issues. The microphone-related bug is expected to be resolved within the day. We understand how important this is for your project and want to assure you that the remaining technical concerns are also being prioritized by our engineering team.

That said, we kindly ask for your understanding. These kinds of platform-level issues can sometimes require additional time to diagnose and fully address. We do not have an instant fix, but rest assured we are doing everything we can to provide a stable and reliable experience as quickly as possible.

We’ll keep you updated on progress, and thank you again for your trust and collaboration.

9

GOOD AFTERNOON. We’d also like to inform you that we’ve detected a new issue, which we’ve documented in an additional video attached to the same Drive link previously shared. We would greatly appreciate it if you could review this new issue urgently and provide us with a solution.

10

Hello @Sala_de_Innovacion_U,

Thank you for providing the additional information and video documentation.

If possible, please label the videos you upload as Issue-1, Issue-2, etc. This will help us review and track them more efficiently.

Here’s the current status as of now, based on the order of issues you reported:

  • Issue-1 [Fetch Errors]: Resolved.
  • Issue-2 [Disconnect Issue]: Currently under investigation. We plan to resolve it this week.
  • Issue-3 [Infinite Loading]: Will be reviewed after Issue-2 is resolved.
  • Issue-4 [Microphone Button Issue]: Expected to be resolved within 1 day.
  • Issue-5 [Knowledge Bank Issue]: The document appears connected successfully on our side. If the issue persists, could you please try removing the document and uploading it again?

Thank you again for your collaboration and patience!

12

We’d like to inform you that we’ve identified a new issue: when trying to configure the avatar, it disappears and can no longer be viewed or configured. We believe this could be related to rendering issues or a failure to load environment elements.

This new issue has already been documented and attached as Issue-8 in the same Drive link, following the suggested format for easy review.

We greatly appreciate your support and look forward to any additional guidance you may need for resolution.

1 Like
13

Thanks for the details!

14

@Sala_de_Innovacion_U,
Update:

  • Issue-1 [Fetch Errors]: Fixed.
  • Issue-2 [Disconnect Issue]: Currently under investigation. We plan to resolve it this week.
  • Issue-3 [Infinite Loading]: It should be solved, please test it.
  • Issue-4 [Microphone Button Issue]: Expected to be resolved within 1 day.
  • Issue-5 [Knowledge Bank Issue]: We are waiting for information from you
  • Issue-6 [Avatar Studio Custom Avatar UI Issue]: It should be solved, please test it.
15

Hello, good morning.

Thank you for the update. However, issues 1, 3, 5, and 6 have not been resolved. I’ve attached today’s videos to Drive so you can check them out.

I look forward to your attention on these points, as well as the pending issues: 2, 4, 7, and 8.

Regards,

16
17

I can’t understand which video is new or old. Please use English naming.

Could you please give me permission to edit the files?

19

I think you are using different numbers. Please make sure you follow my numbers.

20

I wrote in parentheses the specific problems you told me were already resolved, but they still have the same error. I uploaded them to Drive with today’s date.

21

I’ve updated the files. Please check.

Issue-5_2 expected flow. There is a Learning step.

22

Perfect, thank you very much. As I indicated, no problems have been resolved so far. I will be attentive to your response.