What happened
Your session runs on live video, so the notary needs to see and hear you. If your camera is black, your microphone is silent, or the call keeps freezing, it is almost always a permission setting, another app using the camera, or a weak connection. None of these mean your notarization has failed.
What to do next
Allow camera and microphone access
When your browser asks for permission, choose Allow. If you dismissed it earlier, open the site permissions for this page and switch camera and microphone to Allow, then reload.
Close other apps using the camera
Video apps and other browser tabs can hold onto your camera. Close them so this session can use it.
Check the right device is selected
If you have more than one camera or microphone, make sure the one you want is chosen in your device or browser settings.
Improve your connection
If the call freezes or drops, move closer to your router, switch to a stronger network, or turn other heavy downloads off. A stable connection keeps the session smooth.
Reload or rejoin
Refresh the page or leave and rejoin the session. This resolves many temporary glitches without losing your place.
Try another device or browser
If problems continue, switch to a different phone, tablet, or computer, or use an up-to-date browser.