Troubleshooting


> Discrepancies

If you believe there is a discrepancy in your transcript (such as, wrong or incomplete information), you should contact your schools Registrar’s Office directly to resolve the discrepancy.


> Refunds

Refunds are at the discretion of your institution. To request a refund contact your school directly.

IMPORTANT: National Student Clearinghouse fee or the fees associated with electronic transcripts cannot be refunded.


> Browser Support and Viewing PDF Transcripts

What browsers do you support?

A list of the browsers that the Clearinghouse supports is available on our System Requirements page (beta versions of browsers are not supported). You will also find the version of Adobe Reader or Acrobat required to open PDF transcripts delivered via Transcript Ordering. The latest version of the free Adobe Reader can be downloaded from the Adobe Web site.

How do I upload an attachment if I get a Java error in Internet Explorer?

Java made a recent security upgrade that limits how the Internet Explorer (IE) browser can be used for some secure sites. If you are using IE while trying to upload an attachment to your transcript order you may receive an “Application Blocked by Java Security” error.

java-issue

To bypass the Java limitation, you must follow the steps below to add the Clearinghouse’s secure URL (https://secure.studentclearinghouse.org) to your IE browser’s exception list within Java.

1. Open the Control Panel in Windows and search for Java using the search box in the upper right.

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2. Click the Java icon to open the Java Control Panel.

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3. On the Java Control Panel, click the “Security” tab.

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4. Under “Exception Site List” at the bottom, click “Edit Site List.”

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5. On the “Exception Site List,” click “Add.”

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6. Add the Clearinghouse secure site URL (https://secure.studentclearinghouse.org) to the Exception List then select “OK.”

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7. Once completed your Java settings should look like this.

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8. Once you’ve added the Clearinghouse URL to the Exception List, you can upload additional attachments to your transcript order. While uploading your attachment, you will be prompted with a Java pop-up. Click “Run” to run the Java exception, which will enable you to complete the attachment upload.

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How do I clear my Web browser’s cache, cookies, and history?

If you have unsuccessfully tried several times to open a Transcript Ordering Web link, the problem could be with your Web browser’s cache and/or cookies. Each time you access a file online, your Web browser automatically caches (or stores) the file as well as creates cookies to store user-specific information, including selections in a form or authentication data. As a result, you may have issues properly accessing the Web page you need. For instance, when you click the Back or Forward button, you are moving back one entry in the history log.

In order to make sure that you are correctly viewing the online file, you should periodically clear your cache, cookies, and browsing history. This will help your Web browser function efficiently.

If you have an older version of a specific Web browser or need further help with clearing your stored files and cookies, select the F1 button on your keyboard or select the Help menu in your browser.

> Internet Explorer
  1. From the Tools menu, select Internet Options.
  2. Under “Browsing History,” click the Delete button.
  3. Select the first five checkboxes to clear the cache, cookies, and history and click the Delete button.

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> Firefox (older versions)
  1. From the Tools menu, select Clear Recent History.
  2. Under the “Time range to clear” field, select the desired range in the drop-down menu. To clear out your browser cache, select Everything.
  3. Click the arrow next to “Details” to select the type of information that will be cleared. Select the first five checkboxes to clear your cache, cookies, and history and click the Clear Now button.

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> Firefox (most recent version)
  1. From the Firefox menu, select History.
  2. Select Clear Recent History.

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> Chrome
  1. Click the wrench icon in the browser toolbar Chrome-wrench.gif.
    (Newer versions show the wrench icon replaced by three lines Chrome-New.png.)
  2. Check all five checkboxes to clear the cache, cookies, and browsing history and click the Clear Browsing Data button.

(Old Version)

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(New Version)

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> Safari
  1. From the Edit menu, select Reset Safari.
  2. To clear cache, cookies, and browsing history, select all the checkboxes and click the Reset button.

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Why are the pages of my PDF transcript blank?

You may need to upgrade your version of Adobe Reader in order to view the transcript. Please see our System Requirements page for the required version of Adobe Reader. If you do not have Adobe Reader on your computer, you can download the latest free version from the Adobe Web site.

Adobe Reader is installed. Why am I getting an error message?

In order to read the transcript, you must use the required version. Please see our System Requirements page for the required version of Adobe Reader. If you do not have Adobe Reader on your computer, you can download the latest free version from the Adobe Web site.

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Why am I receiving an error message when accessing my PDF transcript?

Adobe Reader or Acrobat will issue the following error message if your installed version of Adobe is outdated: “There was an error opening this document. Adobe Reader or Acrobat cannot decrypt this document.” Please ensure you have installed the latest version from the Adobe Web site.

If you experience an issue accessing a PDF transcript via a mobile device (such as an Android device), you should open it using Adobe Reader on a laptop or desktop computer.

Adobe Reader is not my default PDF viewer. How can I view a PDF transcript using Adobe Reader?

To view your electronic transcript using Adobe Reader:

  1. Select the secure link you received via email and login using your email address and your designated password (received via a separate email).
  2. Download and save the transcript to your hard drive.
  3. Browse to the file and right click on it. Select “Open With” and select Adobe Reader.

Why should I make Adobe Reader my default PDF viewer for Mac?

The Clearinghouse’s Transcript Ordering service utilizes Adobe technology and security features for creating and delivering certified PDF transcripts. In order to properly open and view the transcript, the latest version of Adobe Reader or Acrobat must be installed and designated the default PDF viewer. Generally, “preview.app” is set as the default viewer on Mac, but it is not capable of opening a certified PDF document.

Error Example

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If you have not installed Adobe Reader or Acrobat yet, download it from the Adobe Web site and follow the instructions. When prompted, select Adobe Reader” as your default PDF viewer.

If you have already installed Adobe and are still unable to set Adobe Reader or Acrobat as your default viewer, you can do so by right-clicking on the PDF and then select “Get Info.” In the “Get Info” menu, select Adobe Reader or Acrobat under the “Open With” section.

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I am unable to download my PDF transcript from the Download Center.
Windows Support
> Internet Explorer (IE) 9:

1. After you select Download, the save prompt will display at the bottom of the Web page.updated_Download_Center_Mar28.png

2. When you click Save at the bottom of the page, the transcript is by default saved to C:UsersXXX(UserName)Downloads. You can override the default save location by selecting Save As.

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> Internet Explorer (IE) 8:

1. After you select Download, you will be prompted with a pop-up window.

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2. Select Save and then another “Save As” window will appear.

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The default download location is C:UsersXXX(UserName)Download. You can override the default save location in the “Save As” window.

> Internet Explorer (IE) 6 & 7:

1. Select Download, and then you will be prompted with a pop-up window.

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2. Select Save, and another “Save As” window will appear.

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The default download location is C:UsersXXX(UserName)Download (under My Documents). You can override the default save location in the “Save As” window.

> Chrome:

1. After you select Download, the transcript file will automatically be saved to the default location: C:UsersXXX(UserName)Downloads.

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2. After saving successfully, you will see a saving status bar at the bottom of the page. You can select to open the transcript file or open the “Downloads” folder.

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> Firefox:

1. After you select Download, the save prompt will display as a pop-up window. When you select Save at the bottom of the page, the transcript is by default saved to C:UsersXXX(UserName)Downloads.

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2. You have the option to open the transcript file from the save pop-up window.

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Mac Support
> Safari:

By default, a copy of the PDF transcript is saved in the “Downloads” folder.

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I am experiencing difficulties using and/or viewing your service on my IE browser, what should I do?

These types of issues are often related to browser incompatibility. Please check the following to ensure your Internet Explorer browser’s compatibility:

  • Set your browser’s security level to medium or medium-low. Select Tools, then Internet Options and click the Security tab to change the security level.
  • Disable the XMLHTTP support setting. Select Tools, then Internet Options and click the Advanced tab. Under the “Security” section, check the “Enable native XMLHTTP support” box, then close and close and reopen your browser.

If you continue to experience compatibility issues with your IE browser, you should consider using the latest Chrome or Firefox browser.

Why can’t I open the PDF file?

Please check that you are following these Adobe software and version requirements:

  • Make sure the PDF file is opened within Adobe Reader instead of within a browser.
  • Use only Adobe reader or Adobe Acrobat, which are required to open a Clearinghouse PDF.
  • Use the required version of Adobe Reader or Adobe Acrobat. See our System Requirements.

Why can’t I open the ePortfolio and view my transcript?

Test Internet and access to the Clearinghouse service:

NSC

If the screen does not display, check the following:

If you continue to experience compatibility issues with your IE browser, you should consider using the latest Chrome or Firefox browser.

I received an Invalid User login or “Access Denied” error message

Try clearing the cached credentials, as shown in the screenshot below.

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Sometimes the issue is an existing PDF reader process that has not closed correctly. When that happens, restarting your computer should fix the problem.

I received an “Only Adobe certified plug-ins are allowed” message

To fix this problem, you will need to uncheck “use only certified plug-ins” in your Adobe Reader setting and restart Adobe Reader.

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Adobe Reader did not install properly because of antivirus software

Your antivirus software may be incorrectly identifying your Adobe Reader installer as malware. False reports from some antivirus software vendors include “TrojWare.Win32.Trojan.Agent.Gen,” “Trojan/JmGeneric.bcy,” and “Suspicious.” Users have also reported receiving “Failed to Initialize” errors and having the installer get quarantined.

Antivirus software vendors and service providers are actively addressing this issue so that the Adobe Reader installer is recognized as legitimate. Make sure your antivirus signatures are up-to-date.

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> Mobile Devices

I’m having problems using my mobile device to order a transcript. What should I do?

If you encounter any issues or errors ordering a transcript from a mobile device (such as Android or iPhone), we recommend you use a laptop or desktop computer to place your order. Please also see the list of browsers we support on our System Requirements page (beta versions of browsers are not supported).