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Solutions and FAQ

Technical Support

  • My video is stuck or has stopped playing If your video has dropped audio or has stopped playing altogether, please try refreshing your entire viewer page by going to the Help tab in the viewer and clicking on the "Reload Viewer" text link to refresh the page and reload the program. ​ If you are unable to locate the Help tab on the video viewer page, please locate and click the Reload/Refresh icon on your web page. The reload/refresh icon is usually a clockwise turned arrow icon located near the web address on the web page. If reloading the page, as shown above, does not resolve the issue, you may try closing your web browser entirely and reopening it and navigating back to the program, and relaunching the program.
  • My video playback is stuttering, buffering, or playing poorly There are a couple of 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. PLEASE NOTE that Internet Explorer is no longer a supported web browser. If you are attempting to view the video content using Internet Explorer, you will be required to switch to a current web browser such as Google Chrome, Microsoft Edge, or if you are on a Mac, Safari. TEMPORARY VIDEO PLAYBACK ISSUE If your video has stopped momentarily and this issue isn't occurring consistently, please try refreshing your entire viewer page by going to the Help tab in the viewer and clicking on the "Reload Viewer" text to refresh the page and reload the program. If reloading the video doesn't seem to resolve the issue, here are some more suggestions: CONSISTENT VIDEO PLAYBACK ISSUE STEP #1: LOCK ONTO THE LEAST DEMANDING VIDEO STREAM You may be having intermittent issues with your Internet connection. This solution will lock you into the lowest available video stream that may smooth out your video playback experience. Hover your mouse over the video player. Hover your mouse over the gear icon at the bottom right of your video player. Select the lowest number listed to lock your video onto the least demanding video stream. If video playback issues continue - move on to Step #2 below. PLEASE NOTE: If you are on a Mac device and/or using Safari, the gear icon is not present. In order to lower the stream speed, you will need to switch to the Google Chrome browser. 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 about how to clear your browser cache, an alternate, easier and quicker option is to try switching to a different Internet browser to continue viewing the program. If you're on Microsoft Edge - try switching and viewing the program on the Google Chrome browser. Other popular browsers such as Opera and Firefox are compliant with program playback. Following this step resolves the vast majority of playback issues. ​If any video playback issue persists, please contact Support for further troubleshooting.
  • How do participation codes work? PARTICIPATION CODES FUNDAMENTALS Participation Codes (Letter Codes) are shown throughout certain types of programs to confirm attendance in order to complete Certification. Each code will consist of a single letter. The participation code will not display during any program breaks. The codes typically are scheduled for a repeat showing if the code is not saved during it's first showing. HOW DO PARTICIPATION CODES WORK Participation Codes are not part of the video or the video player but are a graphic overlay in the viewer. Codes will display even if video is completely not working (such as being blocked by firewall) or if you are experiencing temporary buffering / playback issues. Codes only need an Internet connection at the most basic level to display. Codes will display no matter how the viewer is resized. TYPICAL PARTICIPATION CODE VIEW ENTERING PARTICIPATION CODES SAVE LETTER CODE During the display of each Participation Code there will be a "Save Letter Code" button If you click on this button, the participation code will automatically enter that code into your certification process. If you use the ‘Save Letter Code’ button and if the code was scheduled to display an additional time, you will not see the repeated display as you have already acknowledged and entered the code. MANUAL PARTICIPATION CODE ENTRY You can also enter Participation Codes manually by going into the Participation Codes section of your certification process and typing in the code. Each code will auto-save as you enter each code. If you type in a code manually and if that code was scheduled to repeat display later on, you will see the repeated display. Ignore repeat displays of the same code as you have already entered in that code. Whether you use Save Letter Code or enter codes in manually, we recommend writing down each of these participation codes on a piece of paper as well. Saving the letter code is for your convenience, but knowing the codes proves attendance. WATCHING ON MOBILE DEVICE / CE21 MOBILE APP Watching on any mobile device will allow for viewing participation codes. Android device users will be able to see the participation codes even when in full screen video. iOS device users are preventing from going full screen video when a program has participation codes assigned to it. This is because the iOS video player will block the participation codes if it is allowed to go full screen video. We recommend iPhone users download the CE21 Mobile App to view programs with Participation Codes SUBMITTING PARTICIPATION CODES Upon completion of the program you will be required to click on the "Submit" button to submit your Participation Codes. If you have any additional questions, please contact customer support.

Course Preparation

  • Do I need special equipment / What are minimum specs needed to view programs? You can test your internet connection & system by clicking on this link (which will open a program viewer in a new tab). You should see a test video, hear audio and see a test PowerPoint slide. If you are having trouble with the test video buffering or not playing, please feel free to contact Customer Support for assistance. While viewing programs is compatible with a wide variety of operating systems, browsers and internet connections, below are some suggestions to better assure compatibility and a better viewing experience. If you are unsure on what browser and/or operating system you are on, you can click on this ​link (Windows 10 may show as Windows NT 10.0) ***Click on each panel section below to view the related suggested minimum system specs *** + OPERATING SYSTEM Windows Windows 7, 8, 8.1, 10 & 11 are all supported. We recommend Windows 10 and above for the best compatibility and viewing experience. Mac OS Mac OS X 10.12 (Sierra), Mac OS X 10.11 (El Capitan), Mac OS X 10.10 (Yosemite), Mac OS X 10.9 (Mavericks), Mac OS X 10.8 (Mountain Lion), Mac OS X 10.7 (Lion) & Mac OS X 10.6 (Snow Leopard) are supported We recommend Mac OS X 10.9 (Mavericks)and above for the best compatibility and viewing experience. Close this section + INTERNET BROWSERS We support all major browsers including Google Chrome, Firefox Quantum, MS Edge, and Safari We recommend the latest versions of Google Chrome and Firefox Quantum for the best viewing experience. Close this section + INTERNET CONNECTION Streaming programs typically require a minimum of 250Kbit/s of download speed in order to play without issue. Please click on this link to run a speed test to test your current Internet Connection. If your speed test results for Download are 0.30Mbps or lower you may want to contact your Internet Service Provider (ISP - such as Comcast, Spectrum, AT&T) to troubleshoot. Poor Results Good Results We recommend an internet connection download speed of 1Mbps for the best viewing experience. WIRED CONNECTION VS WIFI CONNECTION While WiFi routers have come a long way, a wireless connection is susceptible to more connection issues than a wired connection. Distance from the wireless router, walls, other wireless signals can all impact your connection. If you run into any performance issues in viewing a streaming program, we recommend switching to a wired connection. Please note that you typically will need to disable your wireless connection in order to confirm you are on a wired connection. We recommend a wired Internet connect with at least 1Mbps of download speed for the best viewing experience Close this section + CE21 MOBILE APP (Android / iOS) Our CE21 Mobile App allows you to view programs on the go (or at your desk!) and works via either your phones WiFi connection or by mobile 4G/LTE cell connection. Please note that downloading or streaming video on your phones cell connection (4G/LTE) may vary in quality depending on your location. Check your cell phone carrier if you are unsure on how much monthly bandwidth your plan includes. We recommend using the CE21 Mobile App on a WiFi connection for the best viewing experience Download the CE21 Mobile App Close this section + VIRTUAL ENVIRONMENTS (CITRIX) Watching through a remote desktop or virtual environment such as via VPN, Citrix, or other cloud-based environment can cause video playback issues or a lack of audio to be transmitted. Close this section
  • What is a Home/Office Webcast? A Home/Office Webcast is a seminar with audio and video that is conveniently live-streamed directly to your computer or mobile device. Since this is a live broadcast, you attend on a specific date and time. A Home/Office Webcast cannot be paused as the program is delivered in real-time. Longer Home/Office Webcasts will include real-time breaks.

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