Notary On-Demand envelope is locked for Troubleshooting

Hello ​@Teri.Maier 

Thank you for reaching out, and welcome to the Docusign Community! Thank you for bringing this to our attention, and I'm sorry to hear about the trouble you experienced with the Notary On-Demand envelope.
To further investigate this issue, could you please send me a private message with the following details? Since the Docusign Community is a public forum, we recommend not sharing this information publicly.

• Envelope ID
• Account Name
• Email address associated with the account
• Account Number (if available)

Once we receive these details, we'll be happy to take a closer look and investigate why the envelope was placed on hold and why the session could not be resumed.
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator
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Hello ​@Teri.Maier 
How are you? I'm just checking in to see if you still need help. If yes, please reply here with more context, or confirm if the issue has been resolved. 

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!
 

Sincerely,

 Ma. Cassandra | Docusign Community Moderator
If this helped. Feel free to Like👍and click "Best Answer."

Hello ​@Teri.Maier 
Thank you for providing the details. I’ve reached out to our internal team regarding your concern.
As soon as I receive an update from them, I’ll get back to you and keep you informed. I appreciate your patience.

Sincerely,

 Ma. Cassandra | Docusign Community Moderator
If this helped. Feel free to Like👍and click "Best Answer."

Hello ​@Teri.Maier

After reviewing the envelope, our internal team found that the signer successfully joined the Notary on Demand session and completed both the Knowledge-Based Authentication (KBA) and Identity Verification (IDV) before the notary joined.

According to the session notes from our notary provider, the session was placed on hold due to an audio/video (A/V) issue. Unfortunately, no additional details were provided regarding the specific cause.
If you would still like more detailed information about the A/V issue, we recommend opening a Support case. Our team can engage the appropriate specialists and coordinate with the notary provider to request additional session details, if available.

If you found the response to be a useful solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Sincerely,

 Ma. Cassandra | Docusign Community Moderator
If this helped. Feel free to Like👍and click "Best Answer."