Virtual Events: Video Captures Freeze Or End Early When The Guest's Camera Sends Fewer Than 30 Frames Per Second
Last updated: November 4, 2026
Issue ID: PB-10795
Issue Summary
Some users may experience an issue where Video Captures recorded in Virtual Events under low-light conditions are shorter than the configured recording duration or freeze before the video finishes.
Current Status
| Status | Known issue — no workaround |
|---|---|
| Affected product | Fiesta Web App |
| Affected platform(s) | Web |
| Affected versions | Fiesta 1.11.0+ |
| Workaround available | No |
| Customer action required | None |
Common Ways Customers Describe This Issue
Customers may describe this issue in one of the following ways:
- My Virtual Event video is shorter than the recording duration
- The video freezes while the audio keeps playing
- My 30-second Video Capture only plays for part of the recording
- Downloaded videos are ending early
- Video and audio are not staying in sync
- Virtual Booth videos do not record correctly in low light
Who Is Affected
This issue may affect customers using:
- Fiesta Web App versions 1.11.0+
What Happens
When a Video Capture is recorded in a Virtual Event under low-light conditions, the camera may capture fewer frames than expected, causing the final video to play too quickly, end early, or freeze while the audio continues for the full recording duration.
When Will This Be Fixed?
We do not have an exact release date yet. This article will be updated when a fix is available.
What To Do When Experiencing This Issue
Please contact our Support team and include the following information:
- The issue ID: PB-10795
- Your current Fiesta login email address
- Your Web App version
- Your web browser (Safari, Chrome, Edge, etc.)
- Your device model
- A screenshot or screen recording of the issue