Hi HeyGen Support,

We’re blocked on production TTS for our LiveAvatar LITE pipeline. Please help investigate.

Account
- Workspace / billing: Bastille Post (wallet balance healthy; remaining API quota ~57k — not a credits issue)
- Email: tinny.ting@bastillepost.com
- Voice (private audio clone):
  - voice_id: fbff3892add74ba589aebfde1b13bb26
  - name: 20260511_bp_audioclone_jackie
  - language: Chinese, status: complete

Endpoint
POST https://api.heygen.com/v3/voices/speech
Header: X-Api-Key
Body example:
{"voice_id":"fbff3892add74ba589aebfde1b13bb26","text":"HKTVmall今日公布業績"}

Symptoms
1. For NEW / unique text, the request HANGS — no HTTP body for 20–60+ seconds, then client timeout (curl: Operation timed out with 0 bytes received).
2. For a previously generated short phrase like 「你好」, the same endpoint returns HTTP 200 in ~1.5s, but always the SAME cached audio URL (same id=…wav) — looks like cache hit only, not real synthesis.
3. We re-cloned via POST /v3/voices/clone → new voice_id 5b9229e9702f4b4cb903b3f4a7d2189b (Jackie_Starfish_…, status complete). New synthesis still hangs on that voice too.
4. Other APIs fine: list voices, LiveAvatar session token/start/WS work. Only speech synthesis for new text is broken.

Minimal repro
# Works fast (likely cache):
curl -m 15 -X POST https://api.heygen.com/v3/voices/speech \
  -H "X-Api-Key: $HEYGEN_API_KEY" -H "Content-Type: application/json" \
  -d '{"voice_id":"fbff3892add74ba589aebfde1b13bb26","text":"你好"}'

# Hangs / times out (new text):
curl -m 30 -X POST https://api.heygen.com/v3/voices/speech \
  -H "X-Api-Key: $HEYGEN_API_KEY" -H "Content-Type: application/json" \
  -d '{"voice_id":"fbff3892add74ba589aebfde1b13bb26","text":"測試編號42469"}'

Ask
1. Known outage / regression on Starfish / clone TTS synthesis?
2. Please check our space for stuck TTS jobs, rate limits, or voice-engine misconfiguration on the clone IDs above.
3. Expected recovery time / workaround that still uses this clone voice (we need Jackie’s real voice only — no substitute voices).

Region/time of testing: server-side calls to api.heygen.com from our production host (UTC), repeatedly on 2026-07-20.

Thanks,
Bastille Post AI Host team
