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Frequently Asked Questions


Logging into Webcast and Testing Your System

Having Issues Accessing Your User Account?

To access your online account and start your Live (webinar, webcast, ect), click the link listed below and log in under the ‘Returning Customers’ section. If the URL below is not hyperlinked, copy the entire line and paste it into the address field in your browser.


Once you have logged on, you will need to click on the My Account link, located on the upper right hand corner of the website, to see your purchases.


From the My Account tab you will be able to access the webcast, materials, course evaluation and certificate of completion. On the day of the event, click on the ‘Play’ button to begin the program.


Don’t Forget to Test Your System


Please test your system prior to the day of the event to insure you have the proper components installed. This system test is STRONGLY RECOMMENDED. To test your system, please follow the directions below:


To enhance your Live Webcast experience, your program will be viewed utilizing MS Silverlight ( (Please click this link for further information on this product.) If you are unsure, or if your computer does not yet have this software installed, we strongly recommend running the following test on your PC and downloading the software, if applicable. Should you need technical assistance throughout the testing process or the day of the program, please contact technical support at (877) 880-1335.

Please click here  ( to begin your test.



How do I access the test?

1.       Select the course title on the Pending Completion tab.

2.       Click Get Certificate

3.       Click on Test


What are the minimum requirements for viewing courses?

Windows: X86 or x64 (64-bit mode support for IE only) 1.6-gigahertz (GHz) or higher processor with 512-MB of RAM, sound card and speakers. Internet Explorer 7+, Google Chrome 12+, and Firefox 3.6+

Mac: a Mac running Mac OS 10.4.11+ (Browsers must be in 32-bit mode), an Intel Core Duo 1.83-gigahertz (GHz) or higher processor with 512-MB of RAM, sound capabilities, and Safari 5.1+, Google Chrome 16.0+.

Internet Connection: A Cable or DSL internet connection (200 kbps+) is highly recommended for the best experience. A low speed modem connection (56k) can be used, but is not recommended and buffering is to be expected.

IMPORTANT - If you are planning to view any online course from a place of work, it is HIGHLY recommended that you first check with your IT department and/or Network Administrator to make sure that - #1. You are allowed access to install programs on your computer and #2. Are allowed access to view online streaming media.

I am working in a virtual environment (e.g. CITRIX) and do not hear any sound on my course
Due to settings in CITRIX, the audio in our seminars will not play if launched within the CITRIX environment or if you are using Terminal Services. In order to watch a seminar, you will need to log into your account through a browser outside of the CITRIX environment (i.e. one that is installed directly on your computer) and relaunch the seminar from your My Account page.

I just finished watching an online seminar, but I get an error saying that I have not completed all the course.

Sometimes, it does take 10-15 mins for the time tracking to catch up. If you have waited this long, and still cannot access the certificate please try the steps below.


• Wait 10 minutes and try to access the certificate again.

• Clear your "Temporary Internet Files" and try again.

• If the above two methods to not work then you will need to send us a "Support Request", or call us at 877.880.1335

NCSP renewal questions

How will I receive my documented NASP- and APA-approved CPD credit(s)?

After you complete the session, the evaluation form, and the content quiz (if applicable), you will be able to print your documentation of attendance from your computer. To do this, login to your account, and click on "My Account". Click on the "Certificate of Completion" button or link, and your documentation should open up.

How does this count toward renewing my NCSP?

NCSPs must obtain a total of 75 hours of continuing professional development (CPD) during every three-year renewal cycle, 10 hours of which must come from NASP- or APA-approved providers. All sessions in the OLC are NASP- and APA-approved, and therefore contribute to the 10-hour requirement as well as towards the 75 hour total.

What CPD category do sessions from the OLC count toward?

All archived and OnDemand sessions are considered "self-study" (Category : Live webinars and webcasts can be considered Category A.

Can I use these CPD credits to renew other credentials?

Yes, provided that the credentialing body that manages your certification or licensure (e.g., Board of Psychology) accepts NASP-, APA-, or NBCC-approved CPD credits towards renewal.


What if I complete a session on a computer that is not hooked up to a printer?

You can log in to your account at a later time or date and print out the documentation of attendance.

How long do I have to watch a session after I purchase it?

You will have 90 days from the date of purchase to watch the session and print your documentation of attendance. You will be able to pause the session and start at a later time or date if you are unable to watch the session in one sitting.

Do you offer group discounts?

Yes. We offer additional discounts to groups wishing to purchase numerous seminars. Please contact to inquire.

Can I view or download handouts from the presentation

Once you register for a session, handouts can be viewed and downloaded by clicking "Materials" when viewing "My Account". While watching the session, you can view handouts under the "Resources" tab.

How will I attend a live webinar or webcast?

Live webinars and webcasts will be viewed through the computer, and audio will come through your computer speakers.

How can I view the results of the content test?

To view the results, one can click on the "Certificate of Completion" button, and click the "+" sign next to "Test". There will be a "Previous Attempts" section where one can see the previous results.

Can I receive a refund if I don't like the session or decide that I don't want to watch it?

We can not offer refunds for purchased material at this time. Feel free to contact or (866) 331-6277 if you have specific questions or concerns.


Why does my video stop every 10-15 minutes and go back?
Some courses require a confirmation response to verify attendance. Every 10-15 minutes a window will pop up and ask if you are there and still watching. If there is no response after one minute then the course stops. When you click on play again it will go back to the last confirmed segment.

If you were watching the course and didn’t see the window you most likely have a popup blocker running on your system that is preventing the user confirmation window from coming up.

You will need to either temporarily disable the pop-up blocker or add our site to your exceptions list.

How do I connect to the web presentation part of my session?
  • Click on login link at the top right of the catalog.
  • Sign in as a returning customer using your Email address and password that you created.
  • Once you have logged in, click on the [My Account] tab at the top of the page.
  • Once in the My Account section, you can access the presentation by clicking on the green [Launch] button.

I am having trouble with the audio.

This can be caused by a number of things... Your computer's speakers could be...

  • Incorrectly plugged in (in the wrong jack).
  • Not plugged into a power source.
  • The volume knob might be turned down.
  • The power button on your speakers could be turned off.
  • A mute setting could be selected.
  • A volume control bar could be turned down.
  • There could be a problem with the 'soundcard'.
  • A missing Codec.


If you are having trouble hearing a stream which contains only audio (no video options) download and install the following file:

For computer volume, and sound related issues, Refer to this Computer Volume Guide.
An Illustrated Guide to “Turning up the Volume” on your PC

If you are getting an message/error like "You do not have the required codec to view this stream." then refer to the guide below.
The Illustrated Guide to Downloading and Installing the ACELP (Audio) Codec

Or you might want to Upgrade to the latest Windows Media Player using this guide (Recommended).
An Illustrated Guide to Finding what version Windows Media Player your computer is using, and upgrading to the latest Version

If you still cannot hear the seminar, contact Legalspan technical support at (877) 880-1335.

When I click on the "Launch Seminar" button, nothing happens. What should I do?
Popup Blockers:

If you use a Popup Blocker, such as Ad Subtract, STOPzilla, Stop-the-Pop, or one of the many others on the market, you will need to disable it in order to view our seminars. These utilities prevent the Javascript "window open" command from running which prevents our viewer from opening.

Click Here for an illustrated guide to disabling most pop-up blockers

Some ways of getting around a pop-up blocker are to hold down the [Shift] key, while pressing the [Launch Seminar] button or Right-clicking the [Launch Seminar] link and clicking [Open In New Window].

Viewer May Already be Open:

For a quick way to cycle through all the programs that are open in you system. Hold down the [Alt] key while tapping the [Tab] key. When you let go of the [Alt] key, the program that is selected will then come to the front.