What Happens if There are Technical Issues During a Remote Online Notarization (RON) Session?

When engaging in Remote Online Notarization (RON), the reliance on technology means that occasionally, participants may encounter technical issues. These could range from connectivity problems, audio-visual glitches, to issues with digital signing tools. Here's an expanded view on how such situations are handled and the measures in place to address them:

1. Immediate Troubleshooting: At the first sign of a technical issue, the notary or the RON platform's support team will attempt immediate troubleshooting to resolve the problem. This might involve checking internet connections, advising on browser updates, or guiding the participant through technical settings on their device. Quick troubleshooting can often resolve minor issues without needing to reschedule the session.

2. Customer Support Intervention: If the issue cannot be quickly resolved, most reputable RON providers offer direct customer support intervention. This specialized support can provide more detailed technical assistance, including walking users through steps to rectify common issues or suggesting alternative methods for completing the notarization process, such as using a different device or internet connection.

3. Rescheduling the Session: In cases where technical problems persist and cannot be resolved in a timely manner, the session may need to be rescheduled. Reliable RON providers prioritize user convenience and will work with the participants to find a new time that suits their schedules. Rescheduling ensures that the notarization process can be completed without rushing and under optimal technical conditions.

4. Maintaining Document Security: Throughout any technical difficulties, the security of the documents and personal information involved in the RON session is maintained. RON platforms are designed to securely save progress, ensuring that no data is lost or compromised even if the session is interrupted or needs to be restarted.

5. Recording and Documentation: For legal compliance and record-keeping, RON sessions are recorded. If technical issues disrupt a session, the notary will document the occurrence as part of the session's official record. This documentation helps maintain the integrity of the notarization process and provides a clear account of the proceedings, including any technical interruptions.

6. Continuous Improvement: RON providers analyze instances of technical issues to continuously improve their platforms and user experience. Feedback from sessions that encounter problems is used to enhance system stability, user interface design, and support resources, reducing the likelihood of similar issues occurring in the future.

In summary, while technical issues during a RON session are relatively rare, reputable RON providers have measures in place to address them promptly and effectively. From immediate troubleshooting to customer support and the possibility of rescheduling, these measures ensure that the notarization process remains smooth, secure, and user-friendly, even in the face of technical challenges.