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.
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.
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.
Getting Started
Can I stop & start Online Seminar programs at any time?Yes, for all Online Seminar 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
What is an Online Seminar?The Online Seminar is a streaming program that allows you to watch at your convenience.
This program type can be:
Paused
Rewatched (as many times as ou desire)
Watched in sections on multiple days/devices
In short, you have full control on whether you wish to watch the Online Seminar 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!
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