A lot of people that file i-90 cannot file online -- for instance my wife.
No criminal record. Nada. But since USCIS made the error of giving her a CR1 visa, we must send back the CR-1 Card, suffer for about 20 months (minimum, or so I've heard for cases like these) to get that corrected, and constantly worry about renewing her i-551 stamps so she doesn't get detained by ICE for whatever reason.