What this looks like:
This occurs when a subject uploads a NSW Digital Drivers licence, but it gets stuck on the "Let's start scanning" screen. The User cannot remove the DDL to scan a different version or accept the DDL to move forward to the Live Selfie Stage.
What is happening:
This is currently being investigated as to why this occurs. The root cause still needs to be identified.
What to do:
- Gather the following information: End Subjects Name and, if possible. The URL link that they were sent.
- In the Hubspot ticket, please tag the issue as
- In the Slack thread: https://scantekau.slack.com/archives/C020PPSPVT5/p1692593306562459, mention to @jesse that this issue has happened again, and provide him with the information collected from Step One.
- Once you have confirmation that Jesse has implemented the fix for this transaction, let the customer know that "we have been able to resolve the issue and that they will now be able to complete the transaction".
- The ticket can now be closed, unless they have any further questions or queries.