# Why does audio freezing occur in a call? (/en/api-reference/faq/quality/audio_freeze)

> For AI agents: see the complete documentation index at [llms.txt](/llms.txt).

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

## Step 1: Self-check [#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 [#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 [#step-3-monitor-the-quality-of-experience-in-agora-analytics-in-console]

You can check the statistics of every call in [Agora Analytics](https://dashboard.agora.io/analytics/call/search) in Console. For more information, see [Agora Analytics Tutorial](/en/agora-analytics/analyze/video-voice-sdk/call-search).