Troubleshooting

Here are a list of commonly asked questions when experiencing technical difficulties:

Need to print your certificate of completion:

• Login – Under “My Account,” go to “My Courses” – click on “Completed Courses” – Click “View Certificate”

Access the Course:

• Go to My account dropdown menu, then click on my courses
• OR: click on “My Account,” then click on “Memberships” and you should see the course listed.

View or Download the Course Workbook:

• Click on “My account” and then “Downloads.”
• Note: You have a maximum of 4 downloads on your membership, and the workbook is only available during your membership period (while you are an active member).

Can’t log in:

• Try a new website browser (i.e., Safari, Explorer, Google Chrome, Firefox)
• Reset password (enter login name and leave password blank and click login – new page enter login name and leave password blank and click “lost password”)
• Empty cache/cookies
  • Google Chrome-Preferences-History-Clear browsing data
  • Safari-Preferences-Privacy-Click remove all website data
  • Internet Explorer-Tools (the gear icon)-Safety-Delete browsing history-Click “temporary internet files” and “cookies”-Click delete at the bottom)

Trouble playing videos:

• Try a new website browser (i.e., Safari, Explorer, Google Chrome, Firefox)
• Pull up videos in YouTube or Vimeo directly (using the links within each lesson listed in your course workbook)
• Update flash player / javascript

Still need help? Contact us.

Note: Our customer service and technical support staff are available Monday through Thursday, 8:30am to 7:00pm EST.