Is this normal during a background check??

Hello people,

first of all, sorry if my English is not perfect, I am not a native speaker.

I have been selected for an intern position at a big company, I have signed the contract but the effectiveness of it depends on the results of the BG check.

I am worried because** I have submited the data they asked me 2 weeks ago and still have not received any feedback.** It also seems weird that they did not ask me any academic information, just general things like age, phone number... Of course, the company has my CV but I don't know if it is normal the BG check firm hasn't it??

In addition, when I click on the link to the applicant screening portal they sent me, it does not work anymore, I mean, I registered and entered the data I mentioned before 2 weeks ago but after this, I get this message:

*Unavailable
The account you are trying to use is not active.
Please contact a XX representative specified in your contact information.

Your case reference number is: ....

Your details are unavailable.*

Has anyone had a similar experience? In my case I would be an international intern so I don't know if in this case this takes longer or if they are having trouble with the language, the different grading system... I guess they would contact me via e-mail or phone if they were having these problems but still, I am getting nervous.

Thank you very much.