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

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.