Frequently Asked Questions (F.A.Q.)
QUESTION: Course Is Frozen?
First, press the F5 key if you are on a windows pc or Command-R if you are on a mac to refresh the page. This will usually correct the loading issue.
If you have pressed the F5 or Command-R key and the loading error still occurs, follow the instructions below.
Open Internet Explorer and click on the Tools option in the menu bar at the top.
Click on Internet Options.
When the new box opens, click on "Delete Cookies".
When that is finished, click on "Delete Files", when that is finished, click OK.
Close Internet Explorer and reboot your system.
Log back into the course with your username and password.
Click on the course in progress. It should start where you left off.
If this does not solve the problem, please contact Customer Support.
QUESTION: Course Doesn't Open
ANSWER The course will open in a new window or tab. Depending on your internet settings, your pop up blocker may block the course from opening. You will need to allow the pop up or disable the pop up blocker
Payment errors can occur for several reasons. The most common issue is that our system does not take pre-paid credit cards, like the Visa gift card. You will need to use a bank issued debit or credit card.
For an insufficient fund error, please contact your credit card company using the phone number on the back of your credit card.
For a card/expiration date error, please return to your account and verify that you have selected the correct card type and entered the correct card number and expiration date.
QUESTION: Course Screen Is Blank
ANSWER If the course player window opens but is blank or grayed out, your firewall may be blocking the course content from displaying. You will need to go into your Internet options and modify your security settings.
QUESTION: I do not have an email address.
ANSWER Our system uses email address as your username/login. You can get an email address for free at yahoo.com or hotmail.com.
QUESTION: What are personal validation questions?
ANSWER Certain courses we offer are regulated by the State to include a personal validation system. The validation system is used to authenticate you as a user while you progress through the course. It is important for you to remember your answers to these questions as you will be required to answer these same questions at random times throughout the course.
QUESTION: Do I have to complete the course all at one time?
ANSWER No, you can login/logout of the online course at anytime. Your position in the course will be saved and you will continue from where you last left off when you log in again.
QUESTION: My name is misspelled on my certificate.
ANSWER For security reasons some account information cannot be altered by the student. (Name, date of birth and Social Security Number.) Please contact support immediately for corrections.