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Why does audio freezing occur in a call?

Jitter may be caused by slow Internet connections, bad device performances, or the physical environment.

Step 1: Self-check​

Check if the network is stable and in good condition. If not, switch to 4G or another Wi-Fi network.

Step 2: Contact Agora Customer Support​

If the issue persists, contact Agora customer support and submit the issue with the following information:

Information Details
Mandatory
  • The name of the channel where the users hear the jitter.
  • The uids of the users who hear the jitters.
  • The uid of the user who causes the jitters.
  • The recording files, if available.
    • Additional
  • Live interactive streaming: If the jitter comes from the host.
  • Video mode: If the video is smooth and clear.

    • Step 3: Monitor the Quality of Experience in Agora Analytics in Console​

    You can check the statistics of every call in Agora Analytics in Console. For more information, see Agora Analytics Tutorial.