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Technical Help

Having problems with accessing information or functionality on this website? The following topics may help you resolve your technical issues:

Browsers

Browsers and operating systems developers regularly release updates for their software. It is very important that browsers and operating systems are up-to-date to ensure the best performance of your computer when completing the application.

Supported browsers are:

    • Microsoft Internet Explorer 8.0 or higher
    • Mozilla Firefox 17.0 or higher
    • Safari 5.1 or higher
    • Google Chrome 23.0 or higher
    • Opera 12.0 or higher

JavaScript

Your browser must have JavaScript enabled to ensure you can use the online applications and/or to check the status of your applications.

Accessing and/or Printing Password-Protected OSAP Files

OSAP print files that contain personal information (e.g., the MSFAA for OSAP full-time students, declaration and signature pages, etc.) are password protected. Even though you are already logged into the OSAP website, you will be prompted to enter your OSAP login password in order to open the file to print it.

The following is a list of common reasons why you may be having problems with opening and/or printing these OSAP files.

    Password Format/Length:

    Before you can access and print your signature and declaration pages, you will be asked to enter your OSAP login password. Remember, your OSAP website password is between 8 and 12 characters (letters and numbers) in length and is case sensitive. If you enter more than 12 characters, your password will automatically be rejected and you will not be able to open these pages.

    Adobe Acrobat Reader

    You require Adobe Acrobat Reader 8.0 or higher installed on your computer to print your personalized OSAP declaration and signature page(s).

    Pop-Up Blocker

    Before trying to access your signature and declaration pages, make sure the pop-up blocker on your computer is turned off.

    Issues Specific to Mac Users:

    Some Mac users are experiencing problems with unreadable text printing on their personalized forms. This is likely due to the default setting associated with the “Open With” option when opening an Adobe Acrobat PDF document. If the default setting is “Preview”, your computer is unable to properly “translate” the encrypted file containing your personalized information.

    The following steps should resolve your issue:

      • Step 1: Save the PDF of your signature pages on your computer.
      • Step 2: Open Adobe Acrobat Reader
      • Step 3: From Adobe Reader, open the saved file.
      • Step 4: Enter your password to access your signature and declaration pages. You should now be able to print your signature pages.

    The ministry will not process personalized forms such as your MSFAA or declaration and signature pages if they are not readable.

Still Having Technical Problems?

If, after reading through the above list, you are still experiencing technical problems, contact the OSAP Webmaster (Webmaster.tcu@ontario.ca). The following information is required to assist in determining your technical problem:

    • your first and last name,
    • your OSAP Access Number,
    • date and approximate time when the error occurred,
    • name of the school,
    • full description of the problem (i.e., what you were trying to do),
    • the application you were working with (e.g. OSAP for Full-Time Students),
    • which question were you trying to answer on the application or which status page were you working with,
    • the system error number (if applicable),
    • the browser type and version you were using (e.g., Internet Explorer 8.0),
    • the type of computer you were on (e.g., Windows or Mac).

Only technical issues can be handled by the webmaster. Any other e-mails will not be returned. Remember, your financial aid office is there to help you with application related issues.

NOTE:

The ministry will NEVER ask you for your OSAP password. Never share your OSAP password with anyone – not even the OSAP Webmaster.