I need to change/cancel/refund my courseTo request a change or refund to a program, please contact customer support.
Phone Account Support: 502-583-5314Technical Support: 877-602-9877Email Technical Support: loubar@ce21.com
My video is stuck or has stopped playingIf 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.
I can see the video, but I can't hear anything (or very low audio)Please Note: If you are logging into a computer remotely using VPN, Citrix, or a cloud-based work environment, you may not hear the audio, so please log directly into your account page not using a remote environment.
If you are not connected using a remote environment, Please try the below suggestions to troubleshoot your audio issues.
First, 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.
Please Note: that if you are viewing the program using the Microst Edge or Firefox browser, the audio can be muted and unmuted from the video viewer tab.
If the issue continues - 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
VOLUME MIXER
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 playback is stuttering, buffering, or playing poorlyThere 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.
Course Preparation
What is an On Demand?An On Demand allows you to either
Stream content across the internet in a program viewer at your pace and schedule
Download the video directly to your computer for offline viewing
If you stream the program via the Launch Viewer button the On Demand can be:
Paused
Rewatched (as many times as you desire)
Watched in sections on multiple days/devices
In short, you have full control on whether you wish to watch the On Demand in one sitting or whether you want to watch sections on multiple days. The Program Viewer will remember your location in the video so you can watch at work and resume where you left off at home!
If you choose to download the On Demand, the product can be viewed on any device that has a media player to play back the file.
Can I stop & start On Demand programs at any time?Yes, for all On Demand programs, you may pause the viewing and even re-open the viewer (to resume at a later date/time or even location) and the platform will remember where you left off in your viewer progress. Pause the program if you are only going to be away for a moment. Close the program completely for longer breaks.
TO PAUSE:
Hover your mouse over the video player and clicking on the pause icon in the lower left corner.
TO PLAY:
Hover your mouse over the video player and clicking on the Play icon in the lower left corner
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. Course materials are also included in your program viewer in the Handouts tab.
For Live Webcasts, it is possible that some course materials may not become available until 1-2 days before the program date. If any course materials are added while any Live Webcast is actually in progress the handouts will automatically populate the Handouts tab in your viewer.
Please note that some speakers do not give permission to include their slides in the written materials.
If you feel the handouts are incorrect, corrupted or you are missing course materials, please contact customer support.
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