If Your Camera or Microphone Isn't Working – Proof Help Center
The Proof Help Center advises that if your camera, microphone, or audio isn't working during a Proof transaction, you should sequentially verify device compatibility, ensure proper camera and microphone permissions, close other apps using the camera, connect to power, clear browser cache and cookies, update your browser and operating system, and restart your device to resolve most issues.
The short answer: If your camera, microphone, or audio isn't working as expected during a Proof transaction, start here. Most issues are resolved by checking device permissions, updating your software, and clearing your browser's cache.
Audio and Camera Troubleshooting
Outdated software, accumulated browser data, and hardware conflicts can all cause unexpected behavior. Work through the steps below in order before moving on to more specific troubleshooting.
- 1.
Confirm Device Compatibility
- Make sure your device meets hardware and software requirements for completing transactions on Proof.
- 2.
Check Camera and Microphone Permissions
- Proof.com needs permission to access your camera, microphone, and speaker. If permissions aren't set correctly, follow the appropriate guide for your device (mobile or browser).
- 3.
Free Up Your Camera
- If another app, program, or browser tab is using your camera, Proof may not be able to access it. Close any unused programs, apps, and browser windows before rejoining your session.
- 4.
Plug Into a Power Source
- Streaming video uses significantly more power than most tasks. Plugging your phone or laptop into a charger can resolve performance issues caused by power-saving mode.
- 5.
Clear Cache and Cookies
- Accumulated browser data can cause unexpected issues. Clear your browser's cache and cookies in its settings, then reload the page.
- 6.
Update Your Browser
- Make sure you're using the latest version of your browser. Proof works best on up-to-date versions of Chrome, Firefox, Edge, and Safari.
- 7.
Restart Your Device
- A full restart clears temporary processes that can interfere with your camera or audio. Power your device fully off, then turn it back on before rejoining.
- 8.
Update Your Operating System
- Check that your phone or computer is running the latest version of its operating system. Outdated OS versions can cause compatibility issues with Proof.
If the issue persists after completing these steps, visit the Troubleshooting category for more specific guidance.
Summary Checklist
- Camera and microphone permissions are enabled for Proof.com and your browser.
- Your device and browser meet Proof's hardware and software requirements.
- Your device's operating system and browser are up to date.
- Your camera isn't in use by another app or browser tab.
- Browser cache and cookies are cleared.
- Device has been restarted and is plugged into a power source.
Still unsure? Our support team is happy to help. Submit a support request or chat with us from any page in the app.
Related
If Your Speaker or Microphone Isn't Working in Your Browser – Proof Help Center
The Proof Help Center advises that if your speaker or microphone isn't working during a notarization meeting, common causes include browser permissions, device settings, or conflicting apps, and recommends troubleshooting by checking device updates, internet stability, audio input/output settings, muting status, closing competing apps, and ensuring the Proof site is unmuted in the browser, while also suggesting using in-meeting chat or phone audio as alternatives.
Required Hardware and Software to Complete Transactions on Proof
To complete transactions on Proof, users need a modern computer, smartphone, or tablet with an autofocus camera supporting h264, functional audio devices, Adobe Acrobat Reader, a stable broadband internet connection with at least 5 Mbps upload and 20 Mbps download speeds, and must use a supported web browser (Chrome, Firefox, Edge, Safari) or the Notarize mobile app—except for real estate closings, which require a web browser and are not supported on the mobile app.
Clear Your Browser Cache – Proof Help Center
The Proof Help Center explains that clearing your browser cache—by following specific step-by-step instructions for Chrome, Firefox, Safari, and Edge—is the quickest way to resolve minor glitches and ensure the latest, most secure version of the Proof platform loads properly during meetings.
What You Need for Online Notarization
To complete an online notarization, you must be at least 18, have six months of credit history, a U.S. address, and a U.S. document intended for use in the U.S., and be prepared with a U.S. SSN or ITIN for identity verification, a government-issued photo ID (and possibly a secondary ID), a valid email, and a device with audio and video capabilities to ensure a secure and compliant live video session.
Act as a Credible Identifying Witness – Proof Help Center
The article explains that acting as a credible identifying witness involves verifying your own identity with a government-issued photo ID and partial SSN/ITIN, joining a notarization meeting upon invitation, taking an oath to confirm the signer's identity when they lack standard ID, and then leaving once the notary completes the process.
Troubleshoot Firewall or Network Connection Issues
This guide provides detailed steps to troubleshoot firewall or network restrictions causing meeting connection failures or audio/video issues, including verifying device software updates, stable internet, system requirements, correct microphone and speaker settings, and ensuring no competing apps are blocking microphone access.