Frequently Asked Questions: Technical Support Issues
You may use the Forgot your username or password? link on the log-in page to retrieve your username, your password, or both. The information will be sent to the e-mail address currently listed on the account. To obtain your username via e-mail, fill out the First name, Last name, Date of birth, and your LLM LSAC account number or e-mail address. Click the Get Username button.
To obtain your password via e-mail, enter your username and click Get Password.
If you no longer have access to the e-mail address you used when you created your account, an LSAC Candidate Support representative may update it for you over the telephone after a brief identity verification interview.
A critical error message may indicate one of a number of issues. Please verify that you are using a web browser supported by LLM.LSAC.org. Other Web browsers may not meet our security requirements.
Do not leave any page in your LLM account unattended or inactive (including report orders, service registration, and electronic applications). Your information is stored on a secure server, and the connection to that server may be timed out after a time limit set by your Internet service provider. If your connection times out, any information you have entered will be lost.
If you are using a wireless Internet connection, you may receive errors when moving between certain sections of LLM.LSAC.org. This is caused by our website being unable to determine if the connection to your computer meets the required level of security. Please try physically connecting your computer to your Internet connection, then try again.
Please contact LSAC technical support at support@LSAC.org or 215.968.1393 to resolve the issue.
I am getting a "Session Error" message when I try to access my applications. (click to expand/collapse)
You may be using a browser that is not supported by LLM.LSAC.org. Review our supported browsers. If you are using a supported browser, you must log out of your LLM account and delete your browser cache. Once you have logged out, follow the instructions below based on what browser you are using.
If you are using Firefox:
- Select Tools/Clear Recent History… from the menu bar at the top of your browser. A dialogue box will appear.
- Select Everything from the drop-down menu next to "Time range to clear."
- Uncheck the box for Active Logins.
- Click the Clear Now button.
If you are using Internet Explorer:
- Select Tools/Internet Options from the menu bar at the top of your browser. A dialogue box will appear.
- Click on the General tab.
- Under the section Browsing History, select the box for "Delete browsing history on exit."
- Click the Delete… button. Another dialogue box will open.
- Click each box to place a checkmark in front of each item except Passwords.
- Click the Delete button.
- Click the OK button to close Internet Options.
If you are using Safari for Mac:
- Select Safari/Empty Cache… from the menu bar at the top of your browser.
- A dialogue box will appear requesting that you verify this activity. Click the Empty button.
I am hesitant to release my credit card number on the Internet. Is the LSAC website secure? (click to expand/collapse)
LLM.LSAC.org features security technology ensuring that your personal information remains encrypted as it is transported across the Internet. The information you enter is protected by a Secure Socket Layer (SSL) that encrypts all communications between LLM.LSAC.org and your computer.
I received an error notice stating, "An error has occurred while processing your request." (click to expand/collapse)
This error notice is usually caused by a problem with the secure connection between your computer and your LLM account. Please verify that you are using a web browser supported by LLM.LSAC.org. Other Web browsers may not meet our security requirements.
Do not leave any page in your LLM account (including orders, service registrations, and electronic applications) unattended or inactive. Your information is stored on a secure server, and the connection to that server may be timed out after a time limit set by your Internet service provider. If your connection times out, you may receive this error, and any information you have entered will be lost.
If you are using a wireless Internet connection, you may receive this error message when moving between certain sections of LLM.LSAC.org. This is caused by our website being unable to determine if the connection to your computer meets the required level of security. Please try physically connecting your computer to your Internet connection, then try again.
What web browsers or other software are required to use my LLM.LSAC.org account? (click to expand/collapse)
The following web browsers are currently supported by LSAC:
Microsoft Windows 7—
Internet Explorer 8 and Mozilla Firefox 3.2 (or later).
Microsoft Windows XP (Service Pack 2); Microsoft Windows Vista—
Internet Explorer 7 (or later) and Mozilla Firefox 2 (or later).
Apple Mac OS 10.4.11 (or later)—
Mozilla Firefox 2 (or later).
Google Chrome is not a supported browser for the LSAC.org website.
In addition, many forms and documents are available on this site in the Adobe Reader format. Please make sure you have Adobe Reader 5 (or later) installed on your computer. If you have an earlier version of Reader, you will need to uninstall it, then download and install a later version. Reader is available free from www.adobe.com.
LSAC.org uses pop-up windows for communicating pertinent information, displaying help topics, and presenting other necessary components. Please disable any third-party pop-up blocking software and check that your browser settings allow pop-ups. To check pop-up settings in Internet Explorer, please go to Tools/Internet Options/Privacy.
In Firefox, please go to Tools/Options/Content.
On a Mac, go to Firefox/Preferences/Content.
The following plug-ins or helper applications are needed to access some of the content on our website. If you do not have these applications installed, please download them from the links below. Note that these plug-ins and helper applications are subject to change without notice.
- Adobe Reader (Version 5.0 or greater is required.)
Our secure technology ensures that your personal information remains encrypted as it is transported across the Internet.
Settings and Preferences
You can set individual interface preferences for your account. After logging in to your LSAC.org account, please go to My Account/Account Settings/Preferences. Here, you can select whether you use a screen reader or wish to be prompted for surveys.
My Letter of Recommendation Form or Transcript Request Form is not loading, is displaying as a blank window, or is loading with all the fields blank. (click to expand/collapse)
Please make sure you have Adobe Reader 5 or later installed on your computer. If you have an earlier version of Reader, you will need to uninstall it, then download and install a later version. Reader is available free from www.adobe.com.
Be sure that you have disabled any pop-up blockers, Internet security suites, personal firewalls, or other software that may modify, block, filter, or reroute your connection. LSAC cannot assist you with any software provided by a third party.
Windows XP or Vista users—If you have the required version of Adobe Reader installed and your LOR Form or Transcript Request Form opens in a blank window, it may be necessary to change a setting in Reader. Start Reader, click Edit, then Preferences. From the menu on the left, click Internet and clear the “Display PDF in browser” checkbox. Click OK, then exit Reader and try to open your admission ticket.
Some users may also need to make an additional change to their Internet Options. Exit all open programs; then, from your computer’s Control Panel, open Internet Options and click the Advanced tab. Scroll down the list of settings to the Security section and clear the “Do not save encrypted pages to disk” checkbox. Click OK and try to open your form.
Mac OS X users—The default application to view PDFs in Mac OS X is “Preview.” Some LSAC documents do not display correctly in Preview and must be viewed using Adobe Reader. Opening the LOR Form or Transcript Request Form in Preview will also place a copy of the file on your desktop as “Example.pdf.” Open Adobe Reader, click File, then Open. Browse to your desktop and select the downloaded copy of the form. This should open the form properly and allow you to view and print your form.
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