Account Support : 800-582-2452

  Account Support : mrc@nysba.org

Solutions and FAQ

Technical Issues


  • I Can See The Video, But I Can't Hear Anything Confirm that sound is enabled on your computer. Check that your system volume is not muted Check that the volume on the viewer is turned up If you have external speakers, check the following - The speakers are plugged into an outlet The speakers are plugged into your computer The speakers are turned on and the volume knob is turned up If you have built-in speakers, check the following - The speaker are not muted via a mute key on your keyboard Try closing the viewer tab, returning to your online account and launching the viewer again. Test audio from other flash videos from another site, e.g. www.youtube.com If you are still having issues hearing the webcast, please contact your System Administrator for additional help.
  • My Video Is Stuck On Break/Has Stopped Playing Try refreshing your viewer by pressing the 'F5' key on your keyboard (Windows) or by pressing the 'Command' and 'R' key on your keyboard (Mac). Additionally the viewer can be closed and relaunched by clicking on "Launch Viewer" again from your customer account, or by following the link in your email.
  • Who Do I Contact If I Still Have Questions? If you still have questions, you can contact support by phone at 877-602-9877
  • 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 are all supported. We recommend Windows 8.1 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, Internet Explorer, MS Edge, Safari and Opera We recommend the latest versions of Google Chrome and Firefox Quantum for the best viewing experience. Close this section + INTERNET CONNECTION Streaming programs 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 Citrix can cause video playback issues or a lack of audio to be transmitted. Close this section

Billing/Accounts


  • 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
  • I Need To Change/Cancel/Refund My Course To reuqest a change/cancellation/refund of your course support at 877-602-9877. We will need the following information: Email Address Date & Name of Webcasts
  • 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 fax, 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.

Preparation For A Webcast


  • How Do I View The Webcast/Test My System? 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. Under Pending Online Seminars, locate the name of the webcast you've registered for. Click on the 'Launch Viewer' button underneath the webcast title. You may see a test video playing in the viewer. The webcast video will replace this test video within 30 minutes of the scheduled start time without any user action required. You may also use this test video to test your system prior to the webcast to ensure you are able to view the event.
  • I Can't Find/Am Missing My Course Materials Your 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 Webcasts Be Viewed On Mobile Devices? Yes, mobile viewing is fully accessible on all iOS and Android devices. Simply follow the same steps you would on a PC/Mac to view your webcast.
  • Can I Stop & Start On-Demand Courses At Any Time? Yes, for all on-demand 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.

Certification


  • 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 webcast 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, answer a quiz or complete an evaluation in order to receive your certificate.

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