PDF Official Academic Transcript Troubleshooting
Troubleshooting resources for users who are having difficulty ordering, downloading, or viewing the certified PDF version of an official academic transcript.
This article will help you complete the following:
- Assist users who are attempting to order, download, or view a secure PDF official transcript.
Students and alumni may order paper and certified PDF transcripts online through the One Stop web site at http://onestop.umn.edu/grades_and_transcripts/official_transcripts/. An Internet ID is not required to order official transcripts online. An Internet ID and password is required to view an unofficial transcript. Official transcripts are ordered online using a third party vendor, Parchment, Inc.
If a user reports difficulty ordering, downloading, or viewing their secure PDF official transcript, they should first be directed to the FAQs located at http://z.umn.edu/avowfaqs. The FAQs cover both Windows and Mac operating systems.
Mac users may also be provided with the attached document to assist them with downloading and viewing their certified PDF official transcript. This Mac PDF is also available at http://z.umn.edu/avowmac.
Some additional specific troubleshooting examples are referenced in the table below.
|Student gets an error message that they originally created an account through their school's portal||This means that the student originally ordered using the "Yes" path/used their Internet ID and password. They are now trying to order through the "No" path/creating a Parchment account without using their Internet ID. They will need to log in through the "Yes" path to order transcripts. They may need to contact the Technology Helpline if they need a password reset for their Internet ID.|
|Student is able to get to payment screen, but payment is not successful||There are several reasons why payment may not go through:
-Credit card is declined
-International credit cards do not always work
-We only accept Visa, Mastercard, and Discover for online orders (no AmEx or Diner's Club)
-Prepaid and debit cards may also cause errors and students should use a different card if they experience an error when using one of these cards
-Accent characters (such as ѐ) entered by students in their names when creating a Parchment account may cause credit card processing to error outIf the student continues to experience a payment error, they should contact the Office of the Registrar
|Recipient has not received transcript delivery email.||Recipient should check junk or spam email folders. Student or recipient can contact the Office of the Registrar to have the delivery email sent again.|
|Recipient has used all 3 available downloads and has not been able to successfully download/view the transcript||Recipient or student can contact the Office of the Registrar to reset the downloads as long as the download window (30 days) has not expired.|
|Can't "save as" a PDF.||Have student review transcript FAQs (http://z.umn.edu/avowfaqs) for their operating system. There are some browser versions such as IE9 that are problematic. Student can try another browser. Firefox seems to work best. For IE9 specifically: In adobe reader click edit > preferences> Internet. Uncheck display pdf in browser. This will allow adobe reader and not IE9 the preference of displaying the pdf. Using Firefox instead of IE is another solution.|
|PDF transcript has expired||Once the 30 day download window has passed, the recipient will be unable to download the transcript. The student will need to reorder another transcript.|
|Recipient reports trying to download transcript and is having trouble downloading and viewing the transcript.||Refer recipient to transcript FAQs (http://z.umn.edu/avowfaqs) to review for her operating system. If recipient is using a Mac, also email them the Mac PDF viewing guide (http://z.umn.edu/avowmac) .|
|Recipient not able to view transcript on iPad or other mobile device||Parchment does not support mobile devices, including tablets. However, recipient could try the following: 1. save the file to the phone, tablet, etc., 2. click on the PDF document and select "Open with Adobe Reader", and/or 3. if the mobile device allows for an "open with" option, choose the adobe reader.|
|Recipient has generated passcode by following the link in the delivery email, but email with passcode has not arrived||Recipient should check their spam or junk email folder. If recipient continues to have this issue they should be referred to the Office of the Registrar.|
|Recipient states that passcode is not working.||Recipient should copy and paste the passcode from the email they receive to the website as some letters and numbers look similar.|
|General technical troubleshooting||There may be many reasons why someone may have difficulty downloading and viewing PDF transcripts. Pop-up blockers, firewalls, other strict security settings, disabled/blocked cookies, old browser versions, un-cleared cache, etc. may be the cause and users may want to check these items if they are having issues.|
If users continue to have issues or experience an issue not covered in this article, an incident may be created and assigned to the assignment group ASR Office of the Registrar. Users may also email firstname.lastname@example.org or call 612-624-1111 for assistance.