Stuck on identity verification for my claim - what worked for you?

My claim has been on hold for 11 weeks because the identity check will not accept my documents. I am in Salt Lake City, in case local advice matters. 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 2 months ago, and it got easier once I kept a simple log of every call and form.