I Can't Find/Am Missing My Course MaterialsYour course materials are located under the 'Handouts' button under your course title in your account page.
Unfortunately some speakers do not release their slides for download, so they will not appear under the 'Handouts' button.
If you feel you are missing course materials in error, please contact support.
Can Home Studies Be Viewed On Mobile Devices?Yes, mobile viewing is fully accessible on all iOS and Android devices. This can be download via the below links:
Once the app is installed, log into the app using the same email and password you used to access the website.
Can I Stop & Start Courses At Any Time?Yes, for all home study classes you may pause the viewing and even re-open the viewer and the program will remember where you left off. This ability does NOT apply to live webcasts aired at a specific date and time.
I can see the video, but I can't hear anything (or very low audio)Please click on the "Reload Video" button located at the lower left corner of your program viewer, it looks like this:
If you still are not hearing audio in your program - please see troubleshooting steps below:
THE YOUTUBE TEST
If there is very low or no audio coming through your program, please click on this link to open youtube.com in a new window and click on any video on the main page to confirm you are able to hear audio. This can confirm whether this lack of audio is an issue with your computer or within the program.
I HEAR AUDIO ON YOUTUBE VIDEO BUT NOT IN MY PROGRAM!
WINDOWS SYSTEM VOLUME
There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers.
Right click your mouse on the audio Speaker Icon
Click on "Open Volume Mixer" option
NOTE: You can resize the Volume Mixer by pulling the edge of the window so you can see ALL applications using audio on your computer.
Confirm the Device (leftmost item) has volume slider pulled all the way to the top
Confirm all audio icons under all applications are not muted.
I DO NOT HEAR AUDIO ON YOUTUBE (OR VERY LOW AUDIO) VIDEO EITHER
If you are not able hear audio on a YouTube video the issue is system-wide with your computer/device.
External Speakers (Desktop or Laptop)
Confirm speakers are plugged in and powered on.
Confirm the volume is turned up on the speakers.
Confirm that the speakers are plugged into the correct port on the back of the computer.
Internal Speakers (Laptop)
There often is a "mute" key on the keyboard for muting audio on laptops. Try clicking this and/or the volume UP key.
VIRTUAL ENVIRONMENTS (CITRIX E.G.) / REMOTE DESKTOP
Watching through a remote desktop or virtual environment such as via Citrix can cause video playback issues or a lack of audio to be transmitted.
If the issue continues, please reach out to customer support for further assistance.
My Video Is Stuck Or Has Stopped PlayingPlease try using the "Reload Video" button that is located at the bottom left corner of your program viewer.
If you continue to run into issues, then you may want to try refreshing your entire viewer browser tab by going to the Help tab in the viewer and clicking on the "Reload Viewer" text.
If this issue continues, then please reach out to customer support for further assistance.
Phone Customer Support: 877-602-8260Email Customer Support: firstname.lastname@example.org
My video playback is stuttering, buffering, or playing poorlyThere are a couple main culprits that may cause streaming playback issues. We've found the following troubleshooting steps correct the vast majority of buffering or stuttering performance issues. Any option by itself may clear up the playback issues.
TEMPORARY VIDEO PLAYBACK ISSUE
If your video has stopped momentarily and this issue isn't occurring consistently, please click on the "Reload Video" button at the bottom left corner of your viewer. If a video playback issue consistently repeats - see below section.
CONSISTENT VIDEO PLAYBACK ISSUE
STEP #1: LOCK ONTO THE LEAST DEMANDING VIDEO STREAM
You may be having intermittent issue with your Internet connection. This solution will lock you onto the lowest video stream that may smooth out your video playback experience.
Hover your mouse over the video player
Hover your mouse over the HD text at the bottom right of your video player
Select "180" to lock your video onto the least demanding video stream.
If video playback issues continue - move onto Step #2 below
STEP #2: SWITCH TO AN ALTERNATE INTERNET BROWSER
Your Internet cache in your browser may need to be cleaned/cleared out. If you are unsure on how to clear your browser cache, an alternate and quicker option is to try switching to a different browser than the one you're currently using to continue viewing the program.
If you're on Internet Explorer or Safari - try switching to view the program on Google Chrome browser (or vice versa). Other popular browsers such as Opera and Firefox are compliant with program playback. Switching to a different Internet browser to resume playback resolves the vast majority of playback issues.
If playback issues continue, then please reach out to customer support for further assistance.
Trouble Signing In?If you have registered for a course on this website, enter in the email address and password you provided when you signed up.
If you were signed up by someone else or have forgotten your password click on the 'Forgot your password?' link on the login page.
If you have forgotten your user information or you are encountering an error contact support at (877) 602-9877
Is Payment By Check Accepted?You have the option to pay by check at the end of the checkout process, simply click the 'pay by check' box and complete the instructions on the following page.
Within one business day of receiving your check, support will register you for the requested event(s) and you will receive a confirmation email. Payment must be received one business day prior to the start date of your course in order to access program content.
How Do I Access My Certificate?If you are viewing this from the website:
Click on your account name above, you will be redirected to your account.
If you are not logged in, click on the 'Sign In or Register' link above to sign in.
Your course will be located under the My List tab.
Click on the 'Certificate' button and navigate to 'Download Certificate', you will have the option to download or email your certificate.
You may first be required to swear to an affadavit, answer a quiz or complete an evaluation in order to receive your certificate.
If you are viewing this from the video viewer:
Once the program has finished, click on the 'Certificate' tab
You will have the option to download or email your certificate.
You may first be required to swear to an affadavit or complete an evaluation in order to receive your certificate.