Troubleshooting

Quick fixes for the problems we see most often. If a problem persists after trying the steps here, contact your TCEvaluator account manager with the evaluation ID (shown in the evaluation’s URL) and an approximate time the issue occurred.

An evaluation is stuck on “Processing”

Transcript analysis usually completes in under a couple of minutes per document. If an evaluation has been processing much longer:

1. Refresh the page — the status display can occasionally fall behind the actual job.
2. Check the document itself. Very long transcripts, low-resolution photos, and handwriting take longer and can fail extraction.
3. If it still doesn’t finish, re-upload the transcript in a new evaluation. Prefer a text-based PDF over a photo when you have one.

The extracted courses look wrong or incomplete

Extraction quality follows document quality:

• Blurry photos or low-resolution scans — re-scan at 300 DPI or use the institution’s digital PDF if the student has one.
• Cropped pages — make sure the whole page is visible, including headers where the institution name appears.
• Password-protected PDFs — remove the password before uploading; the platform cannot open protected files.
• Multiple students in one file — upload one student’s transcript per evaluation.

You can always correct individual courses by hand during review — see Reviewing results.

I can’t sign in

• Make sure you’re signing in on your institution’s portal address with the account your Admin invited.
• If you get an error immediately after being signed out, or after switching accounts, clear cookies for the site (or try a private/incognito window) and sign in again.
• If your account was recently added, confirm your Admin used the same email address you’re signing in with.

A student’s direct link doesn’t work

• Links are unique per student. Confirm the student is using the exact link they were sent, not one forwarded from another student.
• If the link opens but uploading fails, ask the student to try a different browser or network — some campus networks block large uploads.
• If the student reached the page but their file is rejected, check the file type and size: PDF, JPG, and PNG are supported, up to 20 MB per file.

The website embed form doesn’t appear

• Confirm the embed snippet was pasted exactly as provided, including the script tag — see Website embed form.
• Place only one embed form per page.
• If the form loads but looks broken, your site’s CSS may conflict with it; the embed ships with its own style reset, so make sure the snippet is up to date.

Results email never arrived

• Ask the student to check spam/junk folders.
• Verify the student’s email address on the evaluation is correct.
• Confirm your results email content is configured — see Results page & email.