---
title: AI isn’t responding. How to troubleshoot?
description: Troubleshoot an unresponsive AI role-play by checking your internet connection, browser, and microphone permissions.
---

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3. [System & Troubleshooting](https://help.pitchmonster.io/en-gb/user-guide?hsLang=en-gb#system-troubleshooting)

# AI isn’t responding. How to troubleshoot?

If the avatar isn’t responding and you see **“Connecting”** in the status bar, it likely means there’s **a connection issue with the AI** before your role-play begins.

**Troubleshooting Steps**

**1. Check your internet connection**

- Ensure you have a stable connection. Recommended speed:
  
  Minimum: 3 Mbps download / 3 Mbps upload
  
  Optimal: 20 Mbps download / 5 Mbps upload
- Try moving closer to your router
- Switch to a stronger Wi-Fi network if available

**2.  Clear cache and cookies**

Clearing your browser data can often fix connectivity issues:

[Clear browser data in Chrome](https://support.google.com/accounts/answer/32050)

[Clear browser data in Edge](https://support.microsoft.com/en-us/microsoft-edge/view-and-delete-browser-history-in-microsoft-edge-00cf7943-a9e1-975a-a33d-ac10ce454ca4)

After clearing, relaunch the role-play.

**3.  Close unnecessary apps and tabs**

Close any **video or call apps** using your microphone (e.g. Zoom, Teams, Google Meet)

Shut down **extra browser tabs** to free up memory and avoid interference

**4.  Update your browser**

An outdated browser may cause compatibility issues:

[Update Google Chrome](https://support.google.com/chrome/answer/95414)

[Update Microsoft Edge](https://support.microsoft.com/en-us/topic/microsoft-edge-update-settings-af8aaca2-1b69-4870-94fe-18822dbb7ef1)

**5. Check microphone permissions**

Make sure the correct microphone is selected before starting the role-play.  
In Chrome:

- Go to Settings → Privacy and Security
- Click on Site Settings → Microphone
- Ensure the correct device is selected
- Allow access to team.pitchmonster.io
  
  ![photo\_5463096112027136443\_x](https://help.pitchmonster.io/hs-fs/hubfs/photo_5463096112027136443_x.jpg?width=623&height=303&name=photo_5463096112027136443_x.jpg)

**Important:** If PitchMonster doesn’t have mic access, the AI will not activate properly.

 **What should the Screen Look Like?**

Before clicking **Start recording role-play**, you should:

- See yourself (if it’s a video role-play)
- See your mic levels moving when you speak
- See the AI avatar loading correctly (not stuck on “Connecting”)

 If any of these are missing, it may indicate your mic or camera is not set up properly.

**Still Not Working?**

If you’ve tried all the steps above and the issue persists, contact your company admin for further assistance.

 

- [Admin Guide](https://help.pitchmonster.io/en-gb/admin-guide?hsLang=en-gb#main-content)

    - [Getting Started](https://help.pitchmonster.io/en-gb/admin-guide?hsLang=en-gb#getting-started)
    - [Role-Play Management](https://help.pitchmonster.io/en-gb/admin-guide?hsLang=en-gb#role-play-management)
    - [AI Training & Customization](https://help.pitchmonster.io/en-gb/admin-guide?hsLang=en-gb#ai-training-customization)
    - [System & Access Management](https://help.pitchmonster.io/en-gb/admin-guide?hsLang=en-gb#system-access-management)
    - [Troubleshooting](https://help.pitchmonster.io/en-gb/admin-guide?hsLang=en-gb#troubleshooting)
    - [Reporting](https://help.pitchmonster.io/en-gb/admin-guide?hsLang=en-gb#reporting)
    - [Special Features](https://help.pitchmonster.io/en-gb/admin-guide?hsLang=en-gb#special-features)
    - [Best Practices](https://help.pitchmonster.io/en-gb/admin-guide?hsLang=en-gb#best-practices)
    - [Integrations](https://help.pitchmonster.io/en-gb/admin-guide?hsLang=en-gb#integrations)
- [User Guide](https://help.pitchmonster.io/en-gb/user-guide?hsLang=en-gb#main-content)

    - [Getting Started](https://help.pitchmonster.io/en-gb/user-guide?hsLang=en-gb#getting-started)
    - [Recording Role-Plays](https://help.pitchmonster.io/en-gb/user-guide?hsLang=en-gb#recording-role-plays)
    - [System & Troubleshooting](https://help.pitchmonster.io/en-gb/user-guide?hsLang=en-gb#system-troubleshooting)

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