One user reported the following: “In the middle of a normal chat, when the portal screen went black and silent, and seemed unresponsive to any attempts to continue speaking - not turning my speech into text. When I closed the browser window, reopened it, then used the original link to start a new session, everything proceeded normally.”
Another user reported the crashes this way, "Once, I refreshed, and a second time I clicked “Start Experience.”
I took one screenshot of a crash. For that particular session, I had to “start experience” because the “Reconnect” button did not re-wake the character."
The screenshot they sent was “The call was disconnected because a new pixel stream was initiated” error. I doubt that multiple users were accessing at the same time for the previous error since we are doing a small, very controlled POC with only 4 users.
To help the correct team investigate this, could you please share more detailed information, including screenshots and, if possible, a video showing the issue?
From your description, it sounds like you may be using Avatar Studio / Convai Sim, but this post is currently under the Web SDK category. Could you please confirm which product or integration you are using?
Also, when you say “crash,” could you clarify what exactly happens? If there is a crash or disconnect, there should usually be related console logs or error messages. Please share the browser console logs, the experience ID, session details, and any relevant screenshots or recordings.
Without those details, it is difficult for us to identify the root cause or route this to the correct team.
Also, please note that concurrency limits may apply depending on your plan. If multiple users are trying to access the experience at the same time and the usage exceeds your plan’s concurrency limit, connection or session issues may occur.