Troubleshooting
Find the failing step first: loading the character, sending a message, hearing a reply or publishing a change.
Start with these checks
- Open the same character in Model & Face → Test and send a typed question.
- If text works, test the voice preview and then the microphone separately.
- If Studio works but the website does not, verify the character ID, access, published scene and the generated widget snippet.
- Read the exact error before changing providers. Check account quota and any connected provider balance.
The background or camera is different
Save the scene, then use the character’s Publish button. Reopen the visitor embed after publishing. Current represents the selected avatar; a temporary Create preview is not a replacement until applied. Transparent widget templates intentionally hide scene decoration so the website remains visible. Compare with a scene template to check the saved background.
Studio guide · Publish and embed
The avatar does not load or animate correctly
Check the saved model URL and whether the file can be reached. A custom model needs a compatible skeleton for body animation and facial morph targets for facial animation. If hands intersect the body, test another compatible animation; changing clothes or body proportions can affect a motion’s fit. Ready-made avatars and modular creator parts are different workflows.
A message gets no reply
Check the visible connection status and error. Verify the AI provider, selected model, account quota and provider credentials. Try a short typed message with a known working character to isolate the problem. A scene loading successfully does not establish that the conversation service is available.
Audio or microphone fails
Use HTTPS, allow the microphone and interact with the page once to unlock audio. Check the mute button, device audio output and browser permissions. Do not assume an unsupported browser is silently using another paid service. Follow voice and microphone troubleshooting.
The site guide does not speak or recognise a page
Open Experience → Site guide. Check the website address, current-page awareness, greeting settings and indexed pages. Save and publish the Experience. A browser can require a visitor tap before spoken greetings play. Frequency rules can suppress a repeat greeting; test in a fresh browser-tab session on the connected website. See the complete setup.
Academy questions
| Issue | Check |
|---|---|
| Q&A asks for a page | Verify that the selected lesson type is Soru-cevap. Pages, prewritten questions and board content are optional in that mode. |
| A student cannot download a PDF | Check processing status, teacher access and whether the source is shared for download or belongs to the assigned lesson. |
| A quiz waits instead of solving itself | The student answers the question first. The lesson then evaluates the answer and continues; it is not an automatic answer reveal. |
| Another AI report cannot be generated today | Each teacher can generate one report per student per day. The previous report remains available; use the next allowed generation time shown by the panel. |
| The student has time with another teacher | Package balances belong to the selected teacher. Check the balance for the teacher whose avatar the student is opening. |
What to send to support
- Page URL and character or lesson name.
- Exact error text, time and device/browser.
- The steps you took and the result you expected.
- A screenshot with credentials, private documents and student information removed.
Use support and community for the appropriate channel. Do not post keys or private records to the public forum.
Updated . Screenshots show example configurations; your available options depend on the character and account.