{"id":1741,"date":"2015-12-20T16:42:05","date_gmt":"2015-12-20T16:42:05","guid":{"rendered":"https:\/\/studentclearinghouse.info\/help\/?post_type=ht_kb&#038;p=1741"},"modified":"2026-03-17T14:38:57","modified_gmt":"2026-03-17T14:38:57","slug":"troubleshooting-secure-ftp","status":"publish","type":"ht_kb","link":"https:\/\/help.studentclearinghouse.org\/dataexchange\/knowledge-base\/troubleshooting-secure-ftp\/","title":{"rendered":"Troubleshooting"},"content":{"rendered":"\n<h2 class=\"wp-block-heading has-open-sans-font-family\" style=\"font-style:normal;font-weight:600\">Forgot User Name or Password<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If you have forgotten your username, contact <a href=\"mailto:secureftp@studentclearinghouse.org\">secureftp@studentclearinghouse.org<\/a> for assistance<\/li>\n\n\n\n<li>If you have forgotten your password see the <a href=\"https:\/\/help.studentclearinghouse.org\/dataexchange\/knowledge-base\/changing-your-password\/#forgot\">\u201cForgotten or Expired Password\u201d section of Changing Your Password<\/a><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-open-sans-font-family\" style=\"font-style:normal;font-weight:600\">Locked Account<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your account will temporarily be inactivated after five failed login attempts using an incorrect password within a two-minute period<\/li>\n\n\n\n<li>Your account will automatically re-activate after 15 minutes<\/li>\n\n\n\n<li>After 15 failed login attempts within a five-minute period, the IP address of the user will be blocked<\/li>\n\n\n\n<li>An IP can only be unblocked by contacting <a href=\"mailto:secureftp@studentclearinghouse.org\">secureftp@studentclearinghouse.org<\/a><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-ht-blocks-messages wp-block-hb-message wp-block-hb-message--withicon is-style-info\">For more information, read our&nbsp;<a href=\"https:\/\/help.studentclearinghouse.org\/secureftp\/wp-content\/uploads\/2018\/09\/NSC-FTP_Account_Password_Policy.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">FTP account password policy (pdf)<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-open-sans-font-family\" style=\"font-style:normal;font-weight:600\">Trouble Signing In<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If you are having trouble signing in make sure you are attempting to login to the secure&nbsp;FTP&nbsp;Web site at <a href=\"https:\/\/ftps.nslc.org\" target=\"_blank\" rel=\"noopener noreferrer\">https:\/\/ftps.nslc.org<\/a>.<\/li>\n\n\n\n<li>You cannot access FTP via the \u201c<strong>User Login<\/strong>\u201d on the National Student Clearinghouse website, <a href=\"https:\/\/www.studentclearinghouse.org\" target=\"_blank\" rel=\"noreferrer noopener\">www.studentclearinghouse.org<\/a>.<\/li>\n\n\n\n<li>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<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-open-sans-font-family\" style=\"font-style:normal;font-weight:600\">Trouble Sending a File<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>To troubleshoot upload issues, please contact <a href=\"mailto:secureftp@studentclearinghouse.org\">secureftp@studentclearinghouse.org<\/a>.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-open-sans-font-family\" style=\"font-style:normal;font-weight:600\">Firewall Issues<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If you are having trouble with your firewall, please see &#8220;<a href=\"https:\/\/help.studentclearinghouse.org\/dataexchange\/knowledge-base\/configuring-your-firewall-settings\/\">Configuring Your Firewall Settings<\/a>.&#8221;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-open-sans-font-family\" style=\"font-style:normal;font-weight:600\">Trouble Using Automated Scripts<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If you are having trouble using automated scripts for uploading and\/or downloading please see &#8220;<a href=\"https:\/\/help.studentclearinghouse.org\/dataexchange\/knowledge-base\/configuring-automated-scripts\/\">Configuring Automated Scripts<\/a>.&#8221;<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Find troubleshooting steps to resolve common Secure FTP access and file transfer issues.<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"ht-kb-category":[73],"ht-kb-tag":[],"class_list":["post-1741","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-secure-ftp"],"_links":{"self":[{"href":"https:\/\/help.studentclearinghouse.org\/dataexchange\/wp-json\/wp\/v2\/ht-kb\/1741","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.studentclearinghouse.org\/dataexchange\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.studentclearinghouse.org\/dataexchange\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.studentclearinghouse.org\/dataexchange\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.studentclearinghouse.org\/dataexchange\/wp-json\/wp\/v2\/comments?post=1741"}],"version-history":[{"count":5,"href":"https:\/\/help.studentclearinghouse.org\/dataexchange\/wp-json\/wp\/v2\/ht-kb\/1741\/revisions"}],"predecessor-version":[{"id":2936,"href":"https:\/\/help.studentclearinghouse.org\/dataexchange\/wp-json\/wp\/v2\/ht-kb\/1741\/revisions\/2936"}],"wp:attachment":[{"href":"https:\/\/help.studentclearinghouse.org\/dataexchange\/wp-json\/wp\/v2\/media?parent=1741"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.studentclearinghouse.org\/dataexchange\/wp-json\/wp\/v2\/ht-kb-category?post=1741"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.studentclearinghouse.org\/dataexchange\/wp-json\/wp\/v2\/ht-kb-tag?post=1741"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}