Data Exchange Knowledge Base

Troubleshooting

Contents

Forgot User Name or Password

If you have forgotten your username, contact secureftp@studentclearinghouse.org for assistance
If you have forgotten your password see the “Forgotten or Expired Password” section of Changing Your Password

Locked Account

Your account will temporarily be inactivated after five failed login attempts using an incorrect password within a two-minute period
Your account will automatically re-activate after 15 minutes
After 15 failed login attempts within a five-minute period, the IP address of the user will be blocked
An IP can only be unblocked by contacting secureftp@studentclearinghouse.org

For more information, read our FTP account password policy (pdf).

Trouble Signing In

If you are having trouble signing in make sure you are attempting to login to the secure FTP Web site at https://ftps.nslc.org.
You cannot access FTP via the “User Login” on the National Student Clearinghouse website, www.studentclearinghouse.org.
Ensure you have entered your username and password correctly (please note that passwords are case sensitive) and make sure the caps lock is not on

Trouble Sending a File

To troubleshoot upload issues, please contact secureftp@studentclearinghouse.org.

Firewall Issues

If you are having trouble with your firewall, please see “Configuring Your Firewall Settings.”

Trouble Using Automated Scripts

If you are having trouble using automated scripts for uploading and/or downloading please see “Configuring Automated Scripts.”