If a signer cannot view the documents during a Stavvy remote notarization meeting, the issue is often related to synchronization or initial setup. Follow the troubleshooting steps below, organized by who should take the action (Notary or Signer).
Notary Actions (Initial Checks)
The Notary must ensure the meeting flow is correct before documents become visible to signers.
| Step | Action Required | Details |
|---|---|---|
| 1. Start Signing | Select a document from the eSignable documents and click the Start Signing button | Crucial: Documents will not appear for signers until the Notary clicks this button at the top of the screen. |
| 2. Refresh View | Click Stop Review then Start Signing | If documents are shared but still not visible, quickly refreshing the signing state can force the system to sync. |
Signer & General System Troubleshooting
If the Notary has confirmed the above steps, the issue may be on the participant's side.
💻 Browser & System Checks (Signer)
Ensure the signer is using a fully supported and updated environment.
- Browser Update: Is the Signer’s browser the latest version? Please update the browser to the most recent version.
- Browser Recommendation: If the signer is using Safari, we strongly recommend switching to the Google Chrome browser for optimal performance and compatibility.
🔄 Meeting Synchronization (All Participants)
Attempt to resynchronize the meeting state for all parties.
- Refresh Streams (Signer): Ask the affected signer(s) to navigate to Settings (typically accessible via the gear icon) and select 'Refresh Streams'.
- Resync Meeting (All): Ask everyone in the meeting (Notary and Signers) to click the Resync Meeting button in the upper left corner of the screen.
🚪 Final Step: Re-Entry (Signer)
If all other steps fail, a full reset may be necessary.
Ask the affected signer(s) to leave the meeting and re-enter.
Important: This step requires the signer to complete the verification process (ID and KBA/Knowledge-Based Authentication) again.
🆘 Still Can't View Documents?
If the Signer(s) still cannot view the documents after completing all the steps above, please contact our support team immediately.
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