Transcript Troubleshooting and FAQs

Purpose: Use this document while troubleshooting transcripts sent from ctcLink and the Legacy Transcript Tool, and transcripts received by ctcLink or Washington universities.

Audience: Student Services staff, transcript staff, registrars.

You must have at least one of these local college managed security roles:

  • ZZ SR Transcript Processing
  • ZZ SR View Transcripts

If you need assistance with the above security roles, please contact your local college supervisor or IT Admin to request role access.

Queries

You must have at least one of these local college managed security roles:

  • ZD_DS_QUERY_VIEWER

If you need assistance with the above security roles, please contact your local college supervisor or IT Admin to request role access.

There are several queries that can be used to identify transcripts sent to and from ctcLink. Commonly used queries include:

  • QCS_SR_ELCTRNC_TRANS_RECEIVED: Identify all transcripts received by ctcLink.
  • QCS_SR_CTC_TRANS_REQ: Identify all ctcLink Electronic Transcript Requests that list your college as the recipient.
  • QCS_SR_ELEC_TRANS_SENT: Identify transcript requests submitted by a user at your college.

There are no queries available to track incoming Legacy Transcript Tool transcripts. Check the Upload/ Download file page to see if any Legacy transcripts have been sent to your college.

Troubleshooting Missing Legacy Transcripts

Legacy Transcript requests are consolidated into two files per recipient institution: (1) A DAT file that holds transcript data for all students that is used to automatically upload incoming transcript data, and (2) a PDF file that contains PDF transcripts for all students included in the DAT file. The DAT and PDF files are generated Monday-Friday at 11:00 pm.

Legacy transcripts are immediately sent to recipient universities once generated at 11:00 pm. Legacy transcripts sent to ctcLink are received the following business day and are generally posted in ctcLink by 10:00 am, though some transcripts will take longer to post. Allow at least 24-48 hours for an anticipated Legacy transcript to be processed and posted.

Note: The Evergreen State College does not receive transcripts from the Legacy Transcript Tool

Perform the following troubleshooting steps when a student or recipient institution reports a missing Legacy Transcript Tool transcript:

  • Confirm that the student has requested that a transcript be sent to the recipient institution according to your local business practice.
  • Confirm that it has been at least 24 hours (or one business day) since the transcript request was entered in the Legacy Transcript Tool. Depending on the recipient institution and when a Legacy Transcript Tool transcript request was entered, it can take up to 24-48 hours for the request to be processed and for the generated transcript to be sent to the recipient institution.
  • If the request was entered and processed correctly, reach out to the receiving college’s transcript department to confirm whether they have received the transcript and whether the student's bio-demo information (name, DOB) in the Legacy Transcript Tool matches the information on file in the recipient institution's database.
  • Try resending the student's Legacy transcript.

If the recipient institution still does not receive the student's transcript after completing these troubleshooting steps, submit a Support ticket. Include the following information within the ticket:

  • Student EMPLID and SID
  • Student name
  • Date of transcript request
  • Intended recipient college or university

Troubleshooting Missing ctcLink Transcripts

When a ctcLink transcript is sent to another ctcLink college, the incoming transcript data is posted to the External Education page. (ctcLink transcripts PDF files are not available through the Upload/ Download file page.) Incoming ctcLink transcript data for transcripts requested the previous business day is generally posted by 10:00 am, though some transcripts will take longer to post. Allow at least 24-48 hours for an anticipated ctcLink transcript to be processed and posted.

ctcLink transcripts requested for universities are sent to the recipient institution the next business day at the following times:

  • University of Washington: 8:00 am
  • Eastern Washington University: 10:00 am
  • Washington State University: 10:00 am
  • Western Washington University: 10:00 am
  • Central Washington University: 11:30 pm

Note: The Evergreen State College does not receive electronic transcript requests from ctcLink.

Perform the following troubleshooting steps when a student or recipient institution reports a missing ctcLink transcript:

  • Confirm that the student has requested that a transcript be sent to the recipient institution according to your local business practice.
  • Confirm that it has been at least 24 hours (or one business day) since the transcript request was entered in ctcLink. Depending on the recipient institution and when an electronic transcript request was entered, it can take up to 24-48 hours for a request to be processed and for the generated transcript to be sent to the recipient institution.
  • Review the Electronic Transcript Request page and confirm that the request exists, was directed to the recipient institution, and was processed. Confirm that the student has transcriptable classes in ctcLink by reviewing the student's transcript through the Request Transcript Report page.
    • Transcript requests that have been processed will list a date in the Date Processed field.
    • Some service indicators can prevent a student's transcript from being sent. If the "Override Service Indicator" box was not checked when the transcript request was entered, review the student's service indicator history and determine if they have a service indicator that has prevented their transcript from being sent.
  • If the request was entered and processed correctly, reach out to the receiving college’s transcript department to confirm whether they have received the transcript and whether the student's biodemo information (name, DOB) in ctcLink matches the information on file in the university's database.
  • Try resending the student's transcript by entering a new electronic transcript request. If the recipient institution still does not receive the student's transcript, submit a Support ticket.

If a CTC institution reports that they did not receive a transcript for a particular student, follow the troubleshooting steps listed above and review the most common causes of missing ctcLink-to-ctcLink transcripts:

  • Improperly entered electronic transcript requests.
  • Staff members manually deleting data from the External Education page. External Education data belongs to the student, not to any one college. Do not delete or overwrite data on the External Education page. If you don't want to transfer External Education data to your institution, simply don't transfer it!
  • Lack of transcriptable data in ctcLink
  • Duplicate EMPLIDS. ctcLink-to-ctcLink transcripts are automatically matched based on the student's EMPLID, so ensure that the student does not have a duplicate EMPLID associated with the recipient institution.

The recipient CTC institution may submit a Support ticket if the transcript has not been received after troubleshooting.

If a university reports that they did not receive a transcript for a particular student, the university must work with the sending college's registrar. The college's registrar (or designated staff person) can review the student's records to ensure that the transcript has been requested correctly and can also confirm which name and DOB is associated with the request.

ctcLink college registrars (or designated staff persons) must follow the troubleshooting steps listed above also review the most common causes of missing ctcLink-to-university transcripts:

  • Improperly entered electronic transcript requests.
  • Biodemo mismatches between ctcLink and the recipient institution (i.e. name, DOB, gender).
  • Lack of transcriptable data in ctcLink.

If the registrar confirms that the transcript has been requested appropriately but that it hasn't been received by the university, the ctcLink college registrar (or designated staff person) must report the issue to SBCTC with a ticket. Include the following information within the ticket:

  • Student EMPLID (and SID, if applicable)
  • Student name
  • Date of transcript request
  • Intended recipient university

Do not direct the university to contact SBCTC; SBCTC will just direct the university to contact the registrar.

If a university reports that they did not receive transcripts for multiple students, the ctcLink college registrar (or designated staff person) must report the issue to SBCTC with a ticket.

Transcript Process FAQs

How do the universities receive Legacy transcript files?

Legacy Transcript requests are consolidated into two types of files per recipient institution: (1) A DAT file that holds transcript data for all students that is used to automatically upload incoming transcript data, and (2) PDF transcripts for all students included in the DAT file. The DAT and PDF files are generated Monday-Friday at 11:00 pm and immediately sent to the recipient universities once generated.

How long does SBCTC retain a record of transcript files sent to universities?

In ctcLink, the Process Monitor keeps a record of outbound ctcLink transcript files for 30 days. Outside of ctcLink, records of outbound ctcLink transcript files and outbound Legacy Transcript Tool files are retained beyond 30 days.

A recipient university has reported that they haven't received transcript files, or that there's something wrong with the transcript file they've received. What are our next steps?

Begin by following the troubleshooting steps previously outlined. For larger problems impacting multiple students (i.e. there is something wrong with the file that has been received, or an entire file has not been received), please submit a Support ticket.

What happens when a Support ticket is submitted about a missing transcript?
  • Missing Legacy Transcripts: The ticket will be reassigned to Application Services for Troubleshooting.
  • Missing ctcLink Transcripts: Support will look at the archived transcripts that were sent as well as the log files for the transcript sending process to determine if there was a breakdown in the process. When necessary, Support will attempt to send the transcript electronically to minimize impacts on the student while continuing to troubleshoot the issue. If Support is unable to send the transcript electronically, the sending college will be contacted and requested to send a hardcopy of the transcript for the benefit of the student. If Support identifies an issue impacting multiple colleges, all ctcLink colleges will be promptly alerted.

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