Issue with Realtime Avatar API – 500 Internal Server Error
Hello Hedra team,
I’m currently experiencing an issue with the Realtime Avatar API. The avatar download completes successfully, and the connection to the session is established, but when the system attempts to start the avatar through your API, it consistently returns a 500 Internal Server Error.
Here’s a brief summary from the logs:
livekit.plugins.hedra - ERROR - failed to call hedra avatar api APIStatusError: Server returned an error (status_code=500, body={"code":500,"messages":["something went wrong"]})
It seems the error is coming directly from the Hedra API endpoint.
Could you please confirm thecurrent statusof the Realtime Avatar service and let me knowwhen it is expected to be available again?
Thank you for your help,
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Comments1
Sam Makimkim
Nov 10, 2025
Hi Diego,
Thank you for reaching out and for providing the detailed error logs that’s really helpful.
I’ve checked on our end, and it appears there was a temporary issue affecting the Realtime Avatar API, which may have caused the 500 Internal Server Error you encountered.
To ensure we can assist you as quickly as possible, please create a support ticket through the link below so our team can provide a more immediate resolution: 👉 https://www.hedra.com/app/support
You can also check information on these links:
https://docs.livekit.io/agents/build/external-data/
https://github.com/livekit-examples/python-agents-examples/tree/main/avatars/hedra#1-education-avatar-education_avatar
We truly appreciate your patience and understanding while we work to get this sorted out.
Best regards,
Sam
Hedra Support Team