Frequently Asked Questions
Logging in 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
We recommend that prior to a live program such as a webinar, that you test your system’s audio and compatibility with software you may need to install. To test your system for a GoToTraining webinar, please click here.
To test your system for On Demand playback, you can access a demo by clicking here.
Should you need technical assistance throughout the testing process or the day of the program, please contact technical support at (877) 880-1335.
What is a CEtoGo or Podcast?
A CEtoGO is a downloadable podcast that you can listen to offline, on the go. It is different than an on-demand program in that it can be downloaded, and it is audio only.
What is a webcast?
A live broadcast that happens in real time and has a specific start time. A webcast incorporates video, audio, supporting material, and usually has presentation slides included.
What is a webinar?
A live broadcast that happens in real time and has a specific start time. A webinar incorporates audio, delivered through your computer; supporting materials, and usually has presentation slides included.
What is an on-demand program?
An on-demand program is a recording of a webinar or webcast event that is accessible at your convenience; this format may be paused or stopped, and if you choose, taken in segments over time.
Catalog Search and Registration
How do I search the catalog to find programs or products that interest me?
There are lots of ways to search the catalog:
What if I need more information on a program or product?
Detailed information is provided when you click on the course title: program description/schedule/content, credit, and faculty/presenters.
How do I select the program(s) that I want to register for?
When you click on the title of the program there will be a "Register Now" button to the right of the course details, click this to add the item(s) to your account. When you are ready to view your programs, visit your account.
How do I know that I’ve successfully completed my registration?
Upon completing your registration, you will be taken to your Product page. By default, your will see a list of your registered products organized first by events that have a future live date and then followed by your newest to oldest by product registration date. Additional filtering options are available to you at “Sort By” at the top of the screen and under “Refine your results” and “Display Registrations From” at the left of the screen. You will also receive a confirmation email to the email address associated with your online catalog account profile.
Log-in and Account Creation
Do I need to create an account before searching the catalog? If not, when do I create an account?
You do not need an online account to browse the course catalog. However in order to register, you need to create an account profile for yourself or the person for whom you are registering.
How do I create an account?
An account can be created one of three ways. The catalog home page may provide more specific log-in directions.
What are the minimum system requirements for viewing a program online?
What do I do if I do not meet the minimum system requirements?
You may want to access your course content from a different computer or location if you do not meet any of the previously listed requirements. If there is no other option, check to see if the catalog offers the course that interests you as a podcast or CEtoGO. This is a downloadable audio-only format that is much less demanding and can also be transferred to mobile devices, making it a very viable alternative.
How do I watch (launch) my program?
If the course is a playable format, when in your personal account , you will see a large "Play" button. The Play button is what you use to watch your program. On-Demand products can be accessed at your leisure. If you are connecting to a live program (webcast/webinar, or replay), you will not be able to start the program until the date/time listed in the product details. Downloadable content will have a green "Download" button that you press to either play the content from the site, or download and save to your computer.
When I click on the “Play” button, nothing happens. What should I do?
When you click the green 'Play' button, it will launch the viewer in a new window. If you are clicking this button and nothing is happening, more than likely the viewer window is already open. Please check all open and/or minimized windows. If you are still experiencing any problems after checking, please call our support line at 877-880-1335 for immediate assistance.
What should I do if I sign up for a live webinar and then unexpedtedly miss the event?
All live webinar registrants will also be given access to the archived version for a period of 90 days at no additional cost. Those missing the live event can still watch the archived version to obtain their CPD documentation.
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?
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 firstname.lastname@example.org or (866) 331-6277 if you have specific questions or concerns.