.png)
Remote Online Notarization (RON) is one of the most exciting shifts in our industry. It allows notaries in the U.S. and Canada to serve clients virtually, making the process faster and more convenient. But as anyone who has done an online notarization knows, technology can sometimes get in the way. A dropped connection or a glitchy webcam can turn what should be a smooth signing into a stressful one.
The good news is that most of these issues have simple fixes. Let’s walk through the most common tech hiccups and how to handle them with professionalism and calm.
Connectivity Problems
One of the biggest challenges during RON is an unstable internet connection. If your video feed freezes or drops, it interrupts the notarization and can leave clients feeling uneasy.
Here’s what helps:
Test your connection before a session. Run a quick speed test and close out of apps that use up bandwidth.
If possible, use a wired ethernet connection instead of Wi-Fi for a stronger signal.
If a client’s connection is weak, reassure them. Suggest moving closer to their router or pausing other devices using the internet.
A calm approach shows clients you’re in control, even when tech misbehaves.
Audio and Video Glitches
Clear communication is key in notarization, so when microphones or cameras act up, it can be frustrating.
Test your mic and camera in your RON platform before each session.
Have a backup headset ready in case your main one fails.
If a client’s camera isn’t working properly, walk them through checking permissions on their browser or device.
Remember: you need to clearly see the signer and hear their responses to meet your legal obligations.
Document Upload Issues
Sometimes clients struggle to upload their documents into the RON system. This can stall the session and increase stress.
Encourage clients to use PDF files whenever possible, since they are the most compatible.
If a file is too large, suggest compressing it or splitting it into smaller sections.
Keep a quick “how-to” guide handy for walking clients through uploads step by step.
Your role here isn’t just notarizing you’re also guiding clients through the tech in a reassuring way.
Identity Verification Problems
RON platforms include identity proofing tools, but clients sometimes fail the verification step. This can happen if their ID is expired, damaged, or if their information doesn’t match exactly.
Remind clients ahead of time to use a current, government-issued photo ID.
Double-check that names on the ID match the document.
If verification fails repeatedly, explain calmly that the session may need to be rescheduled once they have valid identification.
This protects you legally and keeps the process compliant.
Staying Professional Through Tech Issues
No matter the problem.. slow internet, frozen screens, or upload errors.. your demeanour sets the tone. Clients often feel nervous about online notarizations because it's likely new to them, and your ability to troubleshoot with patience helps build trust. Think of yourself as part notary, part guide through the digital process (aka tech support lol).
Final Thoughts
Tech hiccups are part of remote notarization, but they don’t have to derail your sessions. By preparing ahead of time, keeping backups ready, and guiding clients with patience, you’ll handle issues like a pro. Each time you troubleshoot successfully, you not only complete the notarization but also strengthen your reputation as a reliable online notary.
Ready to build your confidence in RON and beyond?
Join us inside The Notary Blueprint® Community. You’ll gain access to practical training, real-world strategies, and a supportive network of notaries across the U.S. and Canada who are scaling their businesses with confidence.
