Identity check for unemployment keeps failing - 17 weeks in

My claim has been on hold for 17 weeks because the identity check will not accept my documents. There are 16 people counting on me, so I am trying to be careful. I tried the online option twice and the app crashed. Can another ID be used?

Thanks for writing this out. I went through something close to it last year, and it settled down once I kept a simple log of every call and form.