Using the System
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1. Completing Registration
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Question: I am trying to register as a new user. I have put my email address in and it says that it is an invalid entry?

Answer/Root Cause: When entering an email address you must have the @ symbol also if you add a space after your email address that will cause it to say invalid. Alternatively you might have registered for an account in the past and may have forgotten. We would suggest that you use the forgot password to recover the password associated with this email id.

Question: I am not able to register using my email account. It say invalid email id ?

Answer/Root Cause: Please check your Email, there should be no special characters used in email addresses

2. Accessing the system
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Question: Unable to remember the User ID ?

Answer/Root Cause: If an applicant has forgotten the email that they have registered, then the only option available is to call the administrator and have him find the applicant user id using his first name or last name in the Manage User Module.

Question: Unable to remember the password?

Answer/Root Cause: On the login page there is an option for the user to reset the password. Or The administrator has an option to reset the password for the user from the Manage User Module.

Question: Application gives server error when I try to login?

Answer/Root Cause: This is usually caused by an old Internet Browser. Do you know which version of Firefox/chrome/internet explorer is being used? We suggest that you use the newest version of Firefox/Chrome/Internet explorer. Or you can inform Admin about the issue if it still exists.

3. Completing Prequalification
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Question: I answered the pre-qualification questions and I getting kicked out?

Answer/Root Cause: This happens when an Admin sets up the pre-qualification questions incorrectly using non permitted special characters such as comma or greater or lesser than signs. This will cause the applicant to get kicked out of the system.

Question: I made a mistake responding to the prequalification questions and now the system does not allow me the apply. How do I try again?

Answer/Root Cause: Please try log out and relogin, you should be able to apply again.

Question: I answered the questions correctly in the prequalification, but it is giving me a denied message?

Answer/Root Cause: If you feel that you have answered the questions correctly and are still getting restricted to enter the application then the Administrator may have set up the combination incorrectly. Please contact the scholarship admin to report this issue. Please provide the exact combination that you attempted.

4. Completing a form
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a) Answering a Question
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Getting an Error

Question: Receiving an error when applicant attempts to go in and finish the section?

Answer/Root Cause: Client creates Question of one Type and then changes it. Ex Text created, student comes in enters text, then changed to Numeric, and issues occur

Missing Value

Question: The answer is not available in the list of answers available with the question, what do I do?

Answer/Root Cause: An example of this is The Admin may have created a dropdown question but does not have a value “Other” in that question incase the values in that question are N/A to that student.

Not functioning properly

Question: Bubble instructions not appearing in Mac machine

Answer/Root Cause: Applicant needs to put the cursor on the icon to see the bubble instruction

Question: I opened a section, and there are no questions present for me to answer.

Answer/Root Cause: The Admin may have not entered data into that section or did not set up the logic properly.

Question: Calculation field is not calculating properly?

Answer/Root Cause: The formula was not set up properly. Module 3 goes into great detail on how to set up a Calculating formula.

Question: Fields are not calculating properly

Answer/Root Cause: Calculation field was setup with several operators, can’t do the math. Currently in the system when you try to have multiple operators the calculation field will not work properly.

Question: Extended Checkbox not closing when applicant clicks the OK

Answer/Root Cause: This is usually caused by an old Internet Browser. Do you know which version of Firefox/chrome/internet explorer is being used? We suggest that you use the newest version of Firefox/Chrome/Internet explorer. Or you can inform Admin about the issue if it still exists.

Not Saving

Question: Questions not getting saved when students tries to click on Save & Exit

Answer/Root Cause: The Admin may not have set up the conditonal logic properly. So please alert the admin whats wrong with the logic

Unable to Answer

Question: I have a question appearing that I cannot answer. It is required questions and is not relevant to me. Without me answering this question my percentage bar is not complete?

Answer/Root Cause: The Admin may not have set up the conditonal logic properly. So please alert the admin whats wrong with the logic. (Examples of this is a student has an international address but the admin only set up questions for a US address)

Question: I can’t sign my name in the electronic signature. It keeps telling me that I have an invalid signature

Answer/Root Cause: They may have entered a Nickname or added a space after their name when they created an account. When [Name] created an account it looks like she/he accidentally added a space after [Name]. Thus she/he would need to add two spaces between her/his First and Last name. On the electronic Signature line.

Question: I can’t enter text in a field?

Answer/Root Cause: The reason you are unable to enter text into that field is because it’s a numeric field.

Question: I can’t enter my phone number it is missing digits when I enter it.

Answer/Root Cause: When you go to enter a phone number you want to click on the left hand side of the phone number format. This will insure that you are filling in all the digits on your number.

Question: I can’t enter a date and it tells me that the date range is invalid.

Answer/Root Cause: The Minimum and maximum date parameters needs to be adjusted from admin side. Please inform Admin about the issue.

Understanding the Application

Question: I am answering a question on the application and I am not able to see a relevance of this question on the application

Answer/Root Cause: The Admin may not have set up the conditonal logic properly. So please alert the admin whats wrong with the logic

Question: What are the tabs above the dashboard do I fill them out?

Answer/Root Cause: Tabs offer more information about the application you are filing out.

b) Uploading an Attachment
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Missing Value

Question: The file type I’m trying to upload is not being recognized.

Answer/Root Cause: The particular file extension you are trying to upload is not supported in this application. There are various ways on how to change files to other file types. For example please see out PDF converter helpguide.

Not functioning properly

Question: I am not able to upload a document and I am not sure why.

Answer/Root Cause: There are two instances when this issue appears. One is when an applicant is using an IE8 browser. The other instance when it appears is when there are cookies stored in the browser. Our recommendation is that you press F5 on your browser. Alternatively please see if you can avoid using IE8.

Question: I am not able to upload a document since the browse button is greyed out.

Answer/Root Cause: There are two instances when this issue appears. One is when an applicant is using an IE8 browser. The other instance when it appears is when there are cookies stored in the browser. Our recommendation is that you press F5 on your browser. Alternatively please see if you can avoid using IE8.

Question: I have uploaded a document and it has disappeared or has not saved.

Answer/Root Cause: There are two instances when this issue appears. One is when an applicant is using an IE8 browser. The other instance when it appears is when there are cookies stored in the browser. Our recommendation is that you press F5 on your browser. Alternatively please see if you can avoid using IE8.

Question: The file I’m trying to upload is large and it does not seem to be loading.

Answer/Root Cause: As of Acrobat 8, there is an option to save PDF files in an “Optimized” fashion, which makes them much smaller. To save an optimized PDF, open the file in Acrobat, and then click File and then Save As. In the box labeled “Save As Type”, select the option labeled Adobe PDF Files, Optimized (*.pdf). Be sure to give your PDF file a new name – we strongly recommend that you keep one copy of the ORIGINAL document, and one copy of the OPTIMIZED document, in case you ever need to use a higher quality version.

Understanding the Application

Question: How do I delete the file I uploaded?

Answer/Root Cause: After uploading the file you will see a blue link that says “Delete file”. Simply click that link and the file will be deleted.

c) Reviewing Completion
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Understanding the Application

Question: My percentage bar does not read 100% – I answered all questions?

Answer/Root Cause: Please review the incomplete section and ensure that you have truly completed all the required questions.

d) Answering an Essay
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Understanding the Application

Question: I can’t format my essay or do spell check.

Answer/Root Cause: We suggest that you create your essay in a word document and copy and paste it into the essay question.

Not Saving

Question: Essays – I can’t save my essay

Answer/Root Cause: If you have not met the min word or count or have gone over the maximum word count you will not be able to save your essay.

Not functioning properly

Question: Student not able to save section as he gets Maximum word count validation on the page

Answer/Root Cause: You have exceeded the maximum count allowed in Essay. Please reduce some and try again.

e) Logout
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Understanding the Application

Question: System keeps kicking me out, or will not recognize percentage.

Answer/Root Cause: If the values are not set up correctly this will cause the system to kick you out. Also if you are using a question that requires a value to be answered and you have not entered a value for that question it will kick you out of the system. Additionally if you have comma or colon in the value it causes the user to be kicked out of the system. Module 3 goes in great detail on how to properly set up values.

Not Saving

Question: I did not save I have lost all of my work. It did not save my essay and has timed out on me. Can you get it back form me?

Answer/Root Cause: The page will time out if there is not activity on the page for 45 minutes. We suggest that you create your essay in a word document and copy and paste it into the essay question.

f) Accessing my application
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Understanding the Application

Question: None of the sections are showing on the dashboard?

Answer/Root Cause: None of your sections have been activated by the admin. To activate a section you must check activate on each section under the sections page for the application and hit save on that screen.

g) Viewing Matching Funds
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Not functioning properly

Question: Search Funds not returning correct Funds

Answer/Root Cause: Can you please remove spaces if any and try searching with exact word or phrase.

5. Completing Request Section
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a) Request Section
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Understanding the Application

Question: What is the request section in my application mean?

Answer/Root Cause: If the admin set up a request section in the application you are apply to. You will see a section called “Request” In that section you will be able to request someone to fill out a section in your behave. You will not see the section they are filling out.

Question: How do I delete a request person and add a new one?

Answer/Root Cause: All you have to do is go back into the Request section and edit the Requestee that you currently have in the system and change it to the new person you wish to fill out the request section in your behave.

Not functioning properly

Question: The deadline has not passed, I still have an hour and I can’t request someone to fill out a request section.

Answer/Root Cause: One hour to deadline you are no longer able to request someone to fill out a section.

6. Printing
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a) Applicant Dashboard
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Question: I don’t know how I print my application?

Answer/Root Cause: The option to print appears in two places. One in the My Application Dashboard. The option to print appears when you select and application. The other option is to click on the PDF icon and then print. You can print a completed application when you click on Preview and Submit button on the application dashboard.

7. Submitting an application
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a) App Setup
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Question: Final Review and Submit button appear instead of Re-Submit button when we release a section

Answer/Root Cause: This issue might be resolved by logout and relogin again.

b) Applicant Dashboard
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Question: I can’t find the submit button?

Answer/Root Cause: The form has many sections and the applicant has scrolled all the way down and does not notice the Preview and Submit button. The review and submit button is in the top right corner on the applicant dashboard.

Question: Sections not showing 100% complete even if all Questions filled.

Answer/Root Cause: The conditions on question are not set up properly, need to be looked on it again.

Question: After scholarship deadline yesterday, there are two applications that could not submit using the electronic signature. Can you submit these internally please? (Is there a way I can? I have looked and cannot find a way.)

Answer/Root Cause All you have to do is go into Applicant Status Select pending submission on the “Filter by status” dropdown search for the student you wish to submit and select the checkbox to the left of their name. Once you have the student selected you will want to select submitted on the “Change status to” Dropdown and click “Change applicant Status:”.

c) Recommendation Incomplete
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Question: Applicant sent request to recommenders but can’t submit or are afraid to submit because percentage bar is not complete yet.

Answer/Root Cause: Depending on the application settings you may have to wait until the request has been filled out in your behave. If you are nervous that the person you requested is not going to going to fill out that section before the deadline. You can change the person you are requesting to fill out the section in your behave.

8. Electronic Signature
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Question: I am a student at ABC and I am applying for the Scholarship. I have submitted all of my online documents, however, when I try to complete my online electronic signature it keeps coming up with an error message “invalid signature”. Please let me know what I can do to try to complete this portion. Thank you very much

Answer/Root Cause: The issue was that the applicant had entered his first name as “Kimberly ” (space after Kimberly) and that is why it wasn’t accepting the signature. we have removed the space. Additionally we have applied the fix on local, which automatically trims any spaces in the name at the time of registration. Please send email to Support or create a ticket in Zendesk in the future for timely response.