Identity check for unemployment keeps failing, welding apprentice here

My claim has been on hold for 25 weeks because the identity check will not accept my documents. I am in Fresno, in case local advice matters. I tried the online option twice and the app crashed. Do I need an appointment?

Thanks for writing this out. I went through something close to it 11 months ago, and it got easier once I kept a simple log of every call and form.