This page documents common issues encountered when integrating with the Persona flow.
Also see our integration-specific troubleshooting guides:
There are several reasons why a user may see a "Session expired" page.
- The inquiry is in progress and the user does not have a session token.
- The user lost their session token.
- The inquiry has expired.
- The inquiry session has expired.
For more information, see Resuming Inquiries.
Users rarely experience device-specific crashes which can be related to the user’s browser version, OS version, device capabilities, or other hardware attributes. Generally, these issues are encountered when the user's device runs out of memory (RAM or GPU).
These issues are particularly common in the WebView Flow due to heightened resource demands of WebView. Whenever possible, we recommend using our Mobile Integration (v2) instead. For more information, see Native mobile integration vs. WebView.
Additionally, ensure that you are testing on production builds of your app. This issue has been noted to occur more frequently when the Persona flow has been embedded into apps built in development mode.
From an end user's perspective, ensuring that device versions are up-to-date, closing other apps or browser tabs, reloading the Persona page, and restarting the device have been shown to help.
Some devices will briefly flash a video 'play' icon when the device is in low power mode. This is related to how HTML video elements are loaded in low power mode. This is a device-specific issue and cannot be modified.
File upload as a capture method is disabled by default on mobile devices (for both web and mobile SDKs). This can be configured on the Inquiry Templates page via Configure > General > Image capture methods.
Updated about 1 month ago