Identity check for unemployment keeps failing - what worked for you?

My claim has been on hold for 24 weeks because the identity check will not accept my documents. I worked as a project coordinator before this. I tried the online option twice and the app crashed. What finally worked for you?

Write down the date and reference number each time you try. They asked for it when I finally got through.

Thanks for writing this out. I went through something close to it 2 months ago, and it settled down once I kept a simple log of every call and form.