Convai Plugin on Unreal – Audio Cuts Off at End of Conversation (Since June 11)

[omar.venturi]

Hello,
I reported an issue a week ago (on June 11) regarding a problem with an online system that had been running flawlessly for about 40 days. Since then, the issues have been persistent.

While monitoring both https://status.elevenlabs.io/ and https://status.openai.com/, I’ve noticed that the problems occur even when both services (which we use via Convai) are fully operational.

The issue is always the same: the conversation cuts off just a few moments before the end — the last two or three words of the audio are consistently missing.
Our system is an Unreal application with the Convai plugin, compiled approximately at the end of April 2025.

I’m wondering: have there been any changes on your systems? Have you released a plugin update that includes new requirements, and therefore we need to update our application as well?

The issue is reproducible even when testing the same application on a different system, over a different network, and from a different geographical location — so I would rule out local connectivity issues.
Is there a way to identify the root cause of this?

While we are using ChatGPT and ElevenLabs, everything goes through the Convai plugin, and the issue has been consistently occurring for about a week now.
During the past 7 days, the ChatGPT and ElevenLabs APIs have had several days of full availability (green status), so I find it hard to believe the issue is related to them.

Moreover, the problem occurs throughout the day — the system is active from 9:00 AM to 5:00 PM, and the interruptions happen consistently during that window.

Can you help us identify what’s going on?

P.S.
As mentioned in my earlier message: the system was running fine for 40 days, then suddenly started experiencing frequent interaction freezes, with the Convai plugin on Unreal occasionally throwing exceptions, despite the status page reporting no known issues.

[K3]

Hello @omar.venturi,

Could you please share the Character ID, Session ID and a video showing the problem?

[omar.venturi]

Hi K3, unfortunately I’m not able to send you a video, but I can provide the other two pieces of information:

Character ID: 09f85624-eea8-11ef-85b7-42010a7be016
Session ID: 95611a38d47522e3744fc051858fbdc3

Please note that the session contains only one message, and that message was problematic (we created a dedicated session to make your testing easier). However, in general—although not all, many other messages also show the same issue.

The final sentence of the message in the specified session is
“[…]Egli rimane un onnipresente mito, un’eco eterna nella storia della letteratura.”

The audio reached up to
“[…]Egli rimane un onnipresente mito, un’eco eterna nella storia d…”

It stopped almost at the end, and this is the behavior we have observed, as I mentioned, very, very frequently for about the past 10 days or a bit more.

[omar.venturi]

Ki @K3 any news for me?

[juliana]

Hi @omar.venturi where you able to fix it? We are having the same problem

[K3]

We don’t have any updates for now. Also, ElevenLabs has been having some issues lately.

@juliana are you using public ElevenLabs voices or custom voices?

[juliana]

@K3 we are using azure voices? you think is related to that?

[K3]

Please create a new post by sharing a video, character ID and session ID. This is a completely different topic.

[K3]

@omar.venturi Do you have the same problem with public Elevenlabs voices?

[juliana]

@Ka3_3 where I can find the Session ID?

[K3]

Click on your character card in the Dashboard and you can access it from the memory tab.

[juliana]

Thanks. Im going to write the post. Maybe you can help!

[omar.venturi]

I’d like to add some considerations based on the latest reports (from @K3, @Juliana, @heivoll) and the ongoing doubts regarding the audio cut-off at the end of phrases when using ElevenLabs, OpenAI, and ConvAI in Unreal.

1. ElevenLabs/OpenAI Status:
It’s true that in recent days (for example, yesterday, June 24) both ElevenLabs and OpenAI reported some issues on their respective status pages. However, it’s important to note that the audio cut-off issue we’re experiencing has occurred every single day for at least two weeks, including on days when the services were marked as fully operational (all green).
Another important detail: sometimes the status page shows everything as green on the current day, but the color can be updated the following day (I’ve attached screenshots showing the current status as of June 25th, where today is green, but in the past, green can turn yellow/red retroactively). So, the status page is helpful but not always “real-time”—it’s worth double-checking the next day.

2. Duration and Consistency of the Issue:
The audio cut-off (last 2-3 words missing) is a persistent, irregular issue, but it’s present every day, regardless of any incidents reported on OpenAI or ElevenLabs.
This means it’s not an occasional issue caused by a single outage or a specific time window: even on days with 100% uptime, the problem persists.

3. Other Users Affected:
We’re no longer the only ones seeing this: both @Juliana and @heivoll have reported very similar issues. This raises further doubts that it could be a local configuration problem.

4. Network Checks:
We are also performing thorough checks on both our internal network and our carrier’s network (to rule out congestion or saturation, since we’re in a tourist area). So far, we’ve found no anomalies: bandwidth and latency are in line with pre-June 10 levels, so for now, we’re ruling out a local connectivity issue.

5. Question about ConvAI/Unreal:
Repeating my question: does the ConvAI plugin for Unreal Engine we’re using (compiled at the end of April) need to be updated? Have there been any server-side updates or new plugin releases that would require us to recompile or update the client side?
This is crucial, because if nothing has changed in ConvAI’s APIs or plugin, we really need to focus on possible changes on external services or bugs introduced on the server side.

In summary:

• The “cut-off” issue has happened every day for at least 15 days, not just when status pages show incidents.
• Several users are now reporting the same behavior.
• Our local network checks so far show no issues.
• I’d appreciate a definitive confirmation: have there been any new versions/updates to the ConvAI Unreal plugin or service in the last two months?

I’m happy to provide more details or discuss further with anyone else affected.

[K3]

Do you have the same problem with public Elevenlabs voices?

[omar.venturi]

At the moment, in my current setup with the avatar (which uses ElevenLabs), I only have one avatar and that avatar is using a custom voice.
I’m not able to quickly test with the public ElevenLabs voices right now. If needed, I can try to set up a test in the next days, but currently all my tests have been with the custom voice only.

[donq]

as far as the plugin version goes, you can check releases here Releases · Conv-AI/Convai-UnrealEngine-SDK · GitHub,
we don’t have any way to know if their remote service was updated.

[heivoll]

Just want to give my support to @omar.venturi 's message here. We experience the same issues, every day for the last two weeks. It’s at the point where we need to show warnings to our live users that they need to expect problems.

We’ve tested with different server regions etc to see if it makes a difference, but it does not. The lack of information/updates has been our biggest issue, as we’ve had no way of knowing if this is being looked into at all.

PS: We do not seem to experience the same issue with the public ElevenLabs voices. It’s not possible for us to use those in a live setting though.

[K3]

Could you please try adding MinBufferDuration=0 under Project Settings > Convai > Advanced > Extra Params? If that doesn’t resolve the issue, you can remove this parameter and try again without FaceSync.