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Frequently Asked Questions

Document Printing Questions
Make sure when printing to use the grayscale option rather than black and white.
General Document Download and Opening Questions
It is an official transcript that has been digitally signed and therefore contains special characteristics. If this document has been issued by the School, and this document is viewed using Adobe® Acrobat version 6.0 or greater, or Adobe® Reader version 6.04 or greater, it will reveal a digital signature that has been applied to the transcript. This digital signature will appear in a pop-up screen or status bar on the document, display a blue ribbon, and declare that the document was certified by the School with a valid certificate issued by GeoTrust CA for Adobe®. This document certification can be validated by clicking on the Signature Properties of the document. The blue ribbon symbol is your assurance that the digital signature is valid, the document is authentic, and the contents of the transcript have not been altered.
If the transcript does not display a valid certification and signature message, reject this transcript immediately. An invalid digital signature display means either the digital signature is not authentic, or the document has been altered. The digital signature can also be revoked by the transcript office if there is cause, and digital signatures can expire. A document with an invalid digital signature display should be rejected
In order to open a certified pdf, the free Adobe Reader must be installed. Click here to download the latest version of the free Adobe Reader
Click here to download a sample certified PDF. Click here to download a sample certified PDF with rights management.
As an authentic PDF, this document has embedded restrictions specified by the creator that may or may not allow for the following:
  • Printing of the document
  • Alteration of content
  • Copying and extracting content
  • Limited viewing privileges
It is important to note that the use of this document may be monitored.
The rights are subject to revocation.
To learn more about secure PDF's please visit www.Adobe.com
This behavior is caused by the security settings on some mail applications, such as Microsoft Outlook. The email is not actually blank, rather the mail client is suppressing the image in the email and displaying a large blank box instead. If you scroll down, the email text will appear.
    Solution 1:
  1. Scroll down and the email text will appear.
    Solution 2:
  1. Right Click on the blank image box and select “Download Pictures”. You can also select “Add Sender to the Safe Sender’s List” so that future emails will appear correctly.
  2. The Image will appear in normal size and the email text will be visible.
The reason is because the recipient is behind a firewall (school,company,military, etc. ) that is preventing the PDF from contacting our security servers. One resolution is to have them try to open it on a separate network such as their home.
Mac: Document Download and Opening Questions
NOTE: The application "Preview.app" will generally be the default PDF viewer on your Mac. Preview is a great application for viewing PDF files, however it will not open a certified PDF document and you will just see a blank page. You must use the free Adobe Reader to open a certified PDF.
  1. Follow the instructions contained in the delivery email to access the document on the Secure Download Site
  2. On the download page click on the download button
  3. Locate the file on your hard drive. See FAQ 1003 below for help
  4. Right-click (ctrl-click) on the file and choose the "Open with" option and select the Adobe Reader (or Acrobat)
    Note: If you have not installed Abobe Reader, then see FAQ
Use the following steps to save the PDF document to your Mac
  1. Follow the instructions contained in the delivery email to access the document on the Secure Download Site
  2. On the download page click on the download button. A pop-up window will appear and show the progress of the download.
  3. Once the download is complete, it will now be in your download folder.
Notes on locating your downloaded file:
  • One way to locate the folder where your file was downloaded is to open up the preferences panel in Safari:
    1. Navigate to: Safari->Preferences...
    2. A dialogue box will appear. Click on the General tab.
    3. About half way down you will see a setting called: Save downloaded files to: . This is where your downloaded files will be saved. If you want to change the default folder(Downloads) then click on the drop down and choose a new download folder.
  • If you do not have a dialogue box pop-up when you press download:
    1. Navigate to: Safari->Preferences...
    2. A dialogue box will appear. Click on the General tab.
    3. About half way down you will see a setting called: Remove download list item: . Click on the drop-down and you will see 3 options(Manually, When Safari Quits, or upon successful download). If you have "upon successful download" clicked, then the dialogue box will automatically disappear when you press download. Change the setting to either one of the other two setting and now the dialogue box will not disappear.
  • Locate the file on your desktop using the Finder(blue smiley face icon in your dock)
    1. By default, Safari puts downloaded files in the "Download" folder. There will be a shortcut to this file on the left side of your finder window.
You will need to do the following:
  • Click the "Download" button and choose to save the PDF to your hard drive.(See FAQ 1003 above for detailed instructions)
  • Locate the PDF on your hard drive (Use finder) and open it with Adobe Reader.
  • If Adobe Reader. is not installed then you will need to download and install it.
  • If you chose to make adobe reader the default PDF viewer for Safari then you will need to quit Safari (apple Q or In the top menu bar: 'Safari->Quit Safari') and reopen it for the new settings to take effect.
You will need to Quit(apple Q or In the top menu bar: 'Adobe Reader->Quit Adobe Reader') and reopen the application
Screen shot
The PDF Transcript is protected by a Rights Management Policy and therefore the Adobe Reader needs to connect to the Rights Management Server when the document is opened. By default, the Adobe Reader will prompt you to allow access however this setting may have been changed to block access.
(Note: These steps may vary depending on the Adobe Reader version)
  1. Open the Adobe Reader
  2. [Acrobat product]> Preferences. (shortcut is apple *)
  3. Select Trust Manager on the left. Screen shot of the process
  4. In the "Internet Access from PDF files outside the web browser" section, click the "Change Settings" button
  5. Select "Let me specify a list of allowed and blocked web sites"
  6. Select "Always Ask" for web sites that are not in the above list
  7. Hit OK and close the preferences dialog
  8. Try opening the transcript, you should be prompted to allow or block access to the Rights Management Server (exchange.parchment.com), select allow.
  9. The document should open.
Note: Alternately, in the Preferences Dialog box, you can explicitly allow access to the server by adding the "exchange.parchment.com" web site to your "allow" list
If you are installing Adobe Reader for the first time:
  1. Download Adobe Reader
  2. Follow the installation steps and make sure to choose to set Adobe Reader as your default PDF viewer.
  3. If Safari is open, quit(Safari->Quit Safari) the application and relaunch it.
If you have Adobe Reader installed:
  1. Launch Adobe Reader
  2. Open the preference panel(Adobe Reader-. Preferences.. or apple *)
  3. In the left column choose internet.
  4. Make sure the box is checked to "Display PDF in browser using: " Also make sure the latest version of Adobe reader is selected in the drop down menu. Screen Shot
  5. Click Ok.
  6. If Safari is open, quit(Safari->Quit Safari) the application and relaunch it.
  1. Go to Adobe's website to start the download. Click here
  2. Choose the type of download you need.
    Note: To see what version of OS X you are running click on the Apple logo in the very top left corner of your computer screen for a drop down to appear. In that drop down menu choose About this Mac. A pop-up box will appear telling you what type of computer(Intel or PowerPC) and the version of OS X you are running.
  3. Click the Continue button, and then click the download button that appears below.
  4. A pop-up window should appear(Safari) showing you the progress of the download. This may take a while depending on the speed of your internet connection.
  5. Locate the downloaded file in your finder named: AdbeRdr.........pkg.zip
    Note: See FAQ 1003 if you need help locating the file.
  6. Double click on the file so it unzips. You will now have a file called: AdbeRdr.........pkg
  7. Double click on the .pkg file to start the installer. Proceed with the installation steps. A few things to consider: You will be prompted for your system password. You will also have to choose an install location. I recommend choosing all default settings, such as hard drive C for the default install location.
  8. Once you are finished installing, locate the program on your hard drive. It will be in the Applications folder and called: Adobe Reader. Double click the Adobe Reader.app file to launch it.
  9. You will be prompted with a bunch of questions such as do you want Adobe reader as the default PDF viewer? I would recommend choosing yes to this option. You will also most likely be prompted to run updates. I would also recommend doing this.
  10. Quit and reopen Safari for the default PDF reader changes to take effect.
This issue is related to viewing the document using an older version of Adobe Acrobat. In order to properly view and authenticate an electronic document, you will need to use Adobe Reader/Acrobat version 9 or higher. Please download the latest version of Adobe Reader, and use Adobe Reader as your PDF viewer, instead of Acrobat.
Microsoft Windows: Document Download and Opening Questions
This behavior is most likely due to using a non-Adobe PDF viewer. The free Adobe Reader. (or Acrobat) is required to view the secure document. Use the following steps to save the PDF document to your PC and then open it with a supported Adobe Reader. These instructions assume that you have already downloaded and installed Adobe Reader. (or Acrobat) v6.04 or greater.
  1. Follow the instructions contained in the delivery email to access the document on the Secure Download Site
  2. On the download page, click on the download button.
  3. A pop up window opens, prompting you for a filename. Save the file to your desktop.
  4. Locate the file on your desktop
  5. Right-click on the file and choose the "Open with" option and select the Adobe Reader (or Acrobat)
Use the following steps to save the PDF document to your PC
  1. Follow the instructions contained in the delivery email to access the document on the Secure Download Site
  2. On the download page, click on the download button.
  3. A pop up window opens, prompting you for a filename. Save the file to your desktop.
  4. Locate the file on your desktop
You need to restart your computer then try again.
You will need to do the following:
  • Right click the "Download" button and choose to save the PDF to your hard drive.(See FAQ 2005 below for detailed instructions)
  • Locate the PDF on your hard drive and choose to open it with Adobe Reader.
  • If Adobe Reader. is not installed then you will need to download and install it.
  • A restart is usually required for setting to take effect.
Screen shots: Windows
The PDF Transcript is protected by a Rights Management Policy and therefore the Adobe Reader needs to connect to the Rights Management Server when the document is opened. By default, the Adobe Reader will prompt you to allow access however this setting may have been changed to block access.
(Note: These steps may vary depending on the Adobe Reader version)
  1. Open the Adobe Reader
  2. Choose Edit > Preferences
  3. Select Trust Manager on the left. Screen shots of the process: Windows
  4. In the "Internet Access from PDF files outside the web browser" section, click the "Change Settings" button
  5. Select "Let me specify a list of allowed and blocked web sites"
  6. Select "Always Ask" for web sites that are not in the above list
  7. Hit OK and close the preferences dialog
  8. Try opening the transcript, you should be prompted to allow or block access to the Rights Management Server (exchange.parchment.com), select allow.
  9. The document should open.
Note: Alternately, in the Preferences Dialog box, you can explicitly allow access to the server by adding the "exchange.parchment.com" web site to your "allow" list
In older versions of the Adobe Reader, a large dialog box containing security information is displayed when opening a certified document. On certain screen resolutions (like 640x480), this may obstruct the rest of the application.
  1. Press Alt-F4 to close the popup dialog box. The user should now be able view the transcript unobstructed.
    This issue is related to viewing the document using an older version of Adobe Acrobat. In order to properly view and authenticate an electronic document, you will need to use Adobe Reader/Acrobat version 9 or higher. Please download the latest version of Adobe Reader, and use Adobe Reader as your PDF viewer, instead of Acrobat.
    Ordering
    The Family Educational Rights and Privacy Act (FERPA) is a Federal law that protects the privacy of student education records. Generally, schools must have written permission from the student in order to release any information from a student's education record. During the order process, you will be asked to provide consent. You may complete your order but it will not be processed until your consent has been received.

    Click here for more information regarding FERPA.
    Depending upon the document type and your school's delivery preferences, it may be delivered using one of the following methods:
    • The document will be delivered to the recipient as email attachment.
    • The document will be delivered to the recipient via the secure download site.
    • The document will be available for download to the requester
    When your order is initially placed your credit card will be authorized for the purchase amount, however, it will not be charged until the document has been delivered.
    The document status will be recorded in the document history. This can be found in the "My Account" page.
    • If you originally logged in from your school's portal, then make sure you are entering the password into the correct site. The transcript ordering site will not necessarily have the same password as your school's portal.
    • If you are not receiving a password reset email first make sure you are entering the correct email address. If that is not the case check your spam folder.
    We accept the following file formats: jpg,jpeg,gif,png,eps,cdr,ai,pdf,tif,tiff,bmp,zip,doc,docx,xls,xlsx,txt,xml
    Parchment Ordering Service v2.9
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