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  Technical Support: (877) 602-9877

  Technical Support: support@ce21.com

  Customer Support: (877) 602-9877

  Customer Support: help@aben.tv

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Solutions and FAQ

Preparation for a webcast

  • 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.
  • Will I Be Notified How to Access the Webcast Once it is Purchased? Yes, in your Purchase Confirmation (system generated immediately after webcast is purchased) you will be guided through instructions on how to test your system and access the webcast in your account. Also, 3 reminders are automatically sent; 1 week, 2 days, and 2 hours prior to the scheduled time of the webcast which includes these same detailed instructions on testing and webcast access.
  • Can ABEN Webcasts Be Viewed On Mobile Devices? Yes, mobile viewing is fully accessible on all tablet and android devices via a mobile browser and with the full display code functionality. All users can also download the Mobile CE App via the link below which will display the mandatory codes in all programs. The CE21 Mobile app can be download via the below links: Once the app is installed, log into the app using the same email and password you used to access the website.
  • 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!

Technical Issues

  • What do I do if I can’t hear the audio? Please Note: If you are logging into a computer remotely using VPN, Citrix, or a cloud-based work environment, you may not hear the audio, so please log directly into your account page not using a remote environment. If you are not connected using a remote environment, Please try the below suggestions to troubleshoot your audio issues. First, 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. ​ Please Note: that if you are viewing the program using the Microst Edge or Firefox browser, the audio can be muted and unmuted from the video viewer tab. If the issue continues - please see troubleshooting steps below: First, please open a new tab (CTRL + T in most browsers) in your browser and go to youtube.com and click on any video to confirm you're able to hear audio. This can confirm whether this lack of audio is an issue with your machine or with the program. If you are not able hear audio on a YouTube video the issue is with the audio settings on your computer/device. Try closing the viewer tab, returning to your online account and launching the viewer again by clicking the green Launch Viewer button under the title of the course. External Speakers Confirm speakers are plugged in and powered on. Confirm the volume is turned up on the speakers. Confirm that the speakers are plugged into the correct port on the back of the computer. Internal Speakers (Laptop) There often is a "mute" key on the keyboard for muting audio on laptops. Try clicking this and/or the volume UP key. System Volume There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers. If you click this icon you can adjust your overall system's sound settings. If none of these solutions work and you need assistance, do not hesitate to contact Customer Support at help@aben.tv or at 877.602.9877
  • Who Do I Contact If I Still Have Questions? If you still have questions, you can contact support by phone at (877) 602-9877 or email at help@aben.tv
  • My video is stuttering, buffering or not playing correctly There are a couple 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 supported by Microsoft and is also no longer supported for program playback. If you are unsure of what Internet browser you are using, you can check by visiting this link. If you are on Internet Explorer, we recommend you switch to Microsoft Edge TEMPORARY VIDEO PLAYBACK ISSUE If your video has stopped momentarily and this issue isn't occurring consistently, please click on the "Reload Video" button at the bottom left corner of your viewer. If a video playback issue consistently repeats - see below section. If The Reload Video button does not seem to resolve the issue, 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 onto the lowest video stream that may smooth out your video playback experience. Hover your mouse over the video player Hover your mouse over the HD text at the bottom right of your video player Select "180" to lock your video onto the least demanding video stream. If you do not see "180" option listed - select the lowest number available. If video playback issues continue - move onto Step #2 below PLEASE NOTE: If you are on a Mac device and/or using Safari, the HD button 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 on 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 to view the program on 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. 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 Microsoft Edge or Google Chrome. ​If any video playback issue persists, please contact Support for further troubleshooting.

Billing/Accounts/Certification

  • I Need To Change/Cancel/Refund My Course To request a change/cancellation/refund of your course, send an email to help@aben.tv with your Name Email Address Phone Number State Society Date & Name of Webcasts We aim to handle your request within one business day, and will contact you with the result.
  • Are Discounts Available If Multiple Webcasts Are Purchased? A 10% discount is automatically applied when purchasing 2-9 webcasts. This discount only applies to a single program with a quantity of 2+ with the same day & start time. Please see the group viewing instructions that follow if wanting to view in a group setting. If you are interested in purchasing a block of webcasts for your firm inquire about available discounts by contacting sally.smith@aben.tv
  • What Do I Need To Do Receive A Certificate of Completion? That answer depends on the type of delivery method you are viewing: If viewing a video on demand with CE webcast – this type of delivery method contains 3 polling questions per hour that must be responded to within 30 seconds. Please note there is no right answer to these questions; the system is strictly looking for a response. If you miss 1 question you will be given another opportunity to continue the class. If you miss 2 questions you will not be able to complete the class for CE! You may continue to view the class for reference purposes only but not for CE. No refunds will be provided if you miss 2 questions. If viewing a live webcast (date/time specific) - this type of delivery method displays 4 unique code letters throughout the webcast. Please keep track of these letters although you will be given an opportunity to acknowledge them as they appear. Each letter will be displayed at least twice, for about 30 seconds each time. To enter these letters as you see them, click on the "Save Code Letter" button inthe top left of your screen. This will automatically input your letter codes into the certification tab. We recommend following this method. Alternatively; you can input the codes manually in the Participation Code section on the Certificate Tab of the viewer after the class. Using either method, you will still need to submit your code letters by clicking on the Submit button in the Participation Code section on the Certificate tab. Once you have submitted the codes correctly, your certificate will be issued. You can either download or email your certificate to yourself. Should you have any questions, please contact the CE21 Help Desk at 1-877- 602-9877 or e-mail help@aben.tv.
  • I Missed A Code/Can't Access My Certificate If you missed a participation code, continue saving the codes you do see through the remainder of the presentation. If you have any trouble completing certification for any reason, then please reach out to us at (877) 602-9877 or help@aben.tv for assistance once the program has completed
  • Trouble Signing In? (1) If you are receiving the below error message when trying to sign in on this website to view online education: Please ensure you have no typos in your entered customer account email address. Please note that while you may have an existing customer account under your state association’s website, a customer account on this website will be a separate account. You are safe to create a new customer account by clicking on “Sign In” and clicking on the “I am a New Customer” button. (2) If you are receiving the below error message when trying to sign in on this website to view online education: Please ensure you have entered your password in correctly and you do not have CAPS Lock engaged on your keyboard Please reset your password by clicking on "Sign In" and then the “Forgot your Password?” link below the Password field and follow the onscreen directions. If you don’t know what your user information is, or it isn't working for you, please contact the Help desk at (877) 602-9877 or help@aben.tv to have your login information reset.
  • 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.
  • Am I Able To View Webcasts As A Group? To learn more about viewing a webcast as a group, go to the home page and click on the 'Groups page' hyperlink as shown below:
  • How Do I Access My Certificate? To complete your certification requirements and to download or email your certificate, start by logging into your account. Then go to your, ‘My Account,’ page. Click on the orange button with a star, similar to the image below: This will launch a certification window with sections that can be expanded to complete. After all of the tabs are green, opening the last tab will let you download your certificate to print or email.

Testing

  • Do I need to take a test after viewing an ABEN webcast? There are no tests! That is another advantage of ABEN webcasts! There are two methods to earn CE depending on the program format: Live classes(date and time specific): Click SAVE when you see participation codes displayed throughout the course, review and confirm these codes in the certificate tab immediately following the course. On-demand with CE classes: Three polling questions per hour will appear that you must respond to within 30 seconds. If you do not respond in the required time frame you will need to rewatch the course and will have one additional opportunity to respond to all polling questions timely!

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