# Why is my video choppy? (/en/api-reference/faq/quality/video_freeze)

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

Choppy video may be caused by a slow network connection or sub-optimal device performance. Complete the following steps to troubleshoot choppy video.

## Step 1: Self-check

Check the following:

* Check whether the choppy video is intermittent or consistent. Occasional, intermittent choppy video is normal due to the nature of the network and device.
* Check whether the network connection is stable. If it is stable but the video is still choppy, change your network connection and re-check.
* Switch to another device with better performance.
* Turn off all pre-processing options, such as image enhancement, to determine whether it is the cause of the choppy video.

## Step 2: Contact Agora customer support

If the issue persists, contact [support@agora.io](mailto\:support@agora.io) and report the issue with the following information:

* The channel name and the UIDs of the users sending and receiving the video.
* The time frame during which the choppy video playback appears.
* SDK log files. See [How can I set the log file?](/en/api-reference/faq/integration/log#set-the-log-file)
* Screen recording files.

## Step 3: Monitor the quality of experience in Agora Analytics in Console

You can monitor the statistics of every call in Agora Analytics in [Agora Console](https://console.agora.io/). See [Call Search](/en/realtime-media/agora-analytics/build/explore-and-analyze-data/call-search).