fingerprints and nursing license...

Hello everyone...
My friend passed her New Mexico NCLEX exam; to get the license, you get fingerprinted; for whatever reason, she has no fingerprints---and by that I mean, that whenever she puts the ink on her fingers, and she puts it on the paper, all that comes out is this nice black spot without any fingerprint grooves! after 2 tries at the police station, she got a letter from the NW state board to send a certified police record of her criminal history, or something along those lines. She sent the requested info about 2 weeks ago, and no response yet; she has been calling the number enclosed on the request, and she also left messages, and nobody calls her back; also, she emailed the person who did the request, and no response back. I'm not sure what else she can do to see if her request is moving along. Anybody of you have any ideas?
thanks!
hello!i have this problem too but on california BON. so please if u have any ideas , suggestions on what would be the best course of action to take, please post.thank u!