Identity check for unemployment keeps failing (Hartford)

My claim has been on hold for 8 weeks because the identity check will not accept my documents. I have read a lot of threads here and could not find my exact situation. Nobody answers the phone. Do I need an appointment?

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.

Try a different device and good lighting for the photo. My first three failed because of glare.