Troubleshooting

Common issues

Camera feed briefly shows a play/pause icon

Cause On some devices in low-power mode, the browser overlays a transient “play” icon on video elements. This is device/browser behavior and cannot be disabled.

Impact The overlay is temporary and does not affect SDK capture or verification.

What you can do

• Advise end users that the icon is expected and will disappear momentarily.
• Suggest disabling low-power mode if the overlay is distracting.

SDK fails to start / “launch failed”

Common causes & fixes

A) Invalid or expired docvTransactionToken

• Ensure the SDK is initialized with a current, unused token.
• Regenerate a new token if the previous one has expired, been consumed, or invalidated.

B) Network or firewall restrictions

• The DocV SDK must reach Socure backend services over HTTPS.
• Review corporate firewall/proxy rules to allow outbound HTTPS traffic.
• Temporarily disable ad-blockers/VPN/content filters that might block SDK scripts or domains.

Cannot capture documents or access the camera

Likely causes

• End user denied camera permission.
• Browser/device or iframe policies are blocking camera access.

Steps to resolve

• Ask the user to allow camera access when prompted.
• If you load the Web SDK inside an iframe, include permissive sandbox flags:

<iframe sandbox="allow-same-origin allow-scripts allow-camera"></iframe>

• Verify the user is on a supported browser:
  • Chrome
  • Safari
  • Firefox (mobile supported)

👍

Tip:

• Serve the page over HTTPS so browsers permit camera usage.
• If using embedded webviews, confirm they support getUserMedia.

Rare crashes or black screen during Capture App

While uncommon, some devices may crash or freeze due to OS/browser version, device capabilities, or low memory (RAM/GPU).

Recommended end-user steps

• Update the device OS and browser to the latest version.
• Close unused apps and browser tabs to free memory.
• Clear cache and reload the Capture App page.
• Restart the device, then retry the capture flow.

These actions typically resolve device-level issues and allow users to complete verification successfully.