Frequently Asked Questions

Account Access: Submitting Online PDF Fillable Forms

1. Why am I unable to submit a loan or withdrawal request online?  

Check for updates to your Web browser and the PDF Reader Browser plug in.  The Web browser/PDF Reader Browser plug in combination you are using may not be compatible with these applications.  To submit a loan or withdrawal request online using PDF fillable forms, you must have Adobe's Acrobat PDF Reader (or a compatible Browser plug in) properly installed and configured with your browser.  For more information, see "Tips for Account Access Transactions".  Here are the most frequently used browser/PDF Reader Browser plug in combinations that will normally work:

• Microsoft Internet Explorer 5.0 or higher, with Adobe's Acrobat PDF Reader versions 5.x and 6.0; Windows 98, 2nd edition users MUST upgrade from the included Internet Explorer 5.0 browser to IE 6.0.  

• Netscape 7.0, 7.02, or 7.1 with Adobe's Acrobat PDF Reader version 6.x ONLY ;

• Netscape 4.78 with Adobe's Acrobat PDF Reader version 5.x  ONLY (Click this link to download a free copy of Adobe's Acrobat PDF Reader 5.x from the Adobe Reader archives).

2. When I submit an online loan or withdrawal request, the PDF Reader Window opens, and I click on Continue, why does an error message appear stating that the file does not exist? 

Your Temporary Internet file storage is full.  Take the following steps to clear your file storage.

• Select Tools/Internet Options.
• Click on Delete Files.
• Click on Settings.
• Select Apply and OK.
• Close Windows and return to your application.

3. Why doesn't my information prefill the loan or withdrawal request forms, even though I have verified that I am using the recommended software? 

For security reasons, your personal information is not automatically prefilled.  If you would like your personal information prefilled, you will need to click on the Prefill button shown on the left-hand side of your screen request.  The TSP system will prefill your personal information with the data that is in your TSP record.

If you click the prefill button and your personal information is not prefilled, check your PDF reader.  It may not be one of the recommended versions to use with your browser.  If this is the case, we recommend the following procedure to uninstall/reinstall the PDF Reader:

• Go to Start/Settings/Control Panel/Add & Remove Programs/Adobe Acrobat/Remove.
• Answer Yes to uninstall completely.
• Restart the computer.
• Login and go to My Computer/C drive/Program Files.  If you see an Adobe folder, delete it if you can.  If it cannot be deleted, just continue.
• Go to http://www.adobe.com/ to download and install either Version 5.x or 6.0.
• Reboot the computer. 

4. I submitted a loan or withdrawal request online and there is no record of it in the system.  Why?    

Your request was probably initiated, but not completed.  If you were asked to download and complete a loan agreement or withdrawal request (because it required signatures or supporting documentation), the TSP system would not have a record of your request until you returned your completed paperwork.

5. I do not use Microsoft products.  Will testing be done for non-Windows environments? 

Currently, all testing has been done in the Windows and Apple Macintosh environments only.  Other operating systems will be tested in the future.

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