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.
If you’re having trouble joining a meeting, seeing a "meeting failed" message, or experiencing camera and microphone issues, a firewall or network restriction is likely the cause. This guide walks you through the steps to identify and resolve these connection blocks so you can get back to your session.
Audio and Microphone Troubleshooting
Before You Start
Use the testing features on the tech setup page of your meeting to check your audio input and output before joining. Also confirm that your:
- Device Software: Make sure your device software is updated. Check and update your Android version or iOS version.
- Internet Connection: Confirm your internet or data connection is stable.
- System Requirements: Verify your device meets the minimum system requirements to complete a transaction.
- Microphone & Speakers: Confirm your microphone and speakers are correctly connected and selected in Proof.
If you regularly use wireless headphones, your computer may route sound and microphone input through them instead of your built-in speakers. Open your computer's sound settings to change where audio is played.
Also see:
If Your Microphone Isn't Working
If you can't see your vocal input in the soundbar indicator next to the setup options, work through the steps below.
- 1.
Check Your Mute Settings
- Make sure the microphone is not set to mute in your device settings or within Proof.
- 2.
Close Competing Apps and Tabs
- If another app is actively using your audio or video stream, Proof won't be able to access the microphone during the meeting. Close unused tabs and applications to prevent the microphone from being used inadvertently.
- 3.
Unmute the Proof Site in Chrome
- Right-click the Proof tab and select Unmute Site if that option appears. If it says "Mute Site" instead, no action is needed.
If you're using an external microphone:
- Make sure it's fully inserted into the correct port.
- If it doesn't appear in the device list, open your computer's control panel or settings to view all audio input devices. Once your device appears in the system's hardware list, return to Proof and select it.
If Your Speaker Has No Sound
If you can't hear the test sound or the notary, start by checking that your device volume is turned up.
- 1.Check Site Permissions in Chrome
- Select the settings icon to the left of the URL bar, then go to Site Settings. Confirm that camera, microphone, and sound are all set to Allow for Proof.
The camera and audio settings only appear when the tab needs access to them.
- 1.Restart Chrome or Switch Browsers
- Fully quit Chrome and reopen it. If the issue persists, try Firefox instead.
Summary Checklist
- Confirmed device software, internet connection, and system requirements are up to date.
- Checked that your microphone and speakers are selected and unmuted in Proof.
- Closed other apps or tabs that may be using your microphone.
- Verified that Chrome allows camera, microphone, and sound access for Proof.
- If nothing works, fully quit and reopen Chrome — or switch to Firefox.
Still unsure? Contact Proof Support for help.
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.
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.
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.
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.
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.