Frequently Asked Questions

I am having trouble submitting my payment on PayPal.

  • You do not need to have a PayPal account to submit a payment. PayPal allows you to pay either with a PayPal account or as a guest with a credit or debit card.
  • If you have a PayPal account, these are some common issues:
    • If the credit card being used is attached to your PayPal account, or the PayPal account is associated with another authorized user (eg, a spouse), the attempt will be unsuccessful.
    • If the credit card you are using is in its month of expiration, it will likely also be denied.
    • In either of the cases listed above, choosing the option to pay as a guest and entering a different credit card should work.
  • If none of the above solutions works for your situation, you will need to contact PayPal directly to determine the issue with your payment process. Sometimes, there is an issue with your account.

How do I reset my password?

  • Click the "forgot password" link. In the window that comes up, enter your email address correctly. You will get an email almost immediately with a link to reset your password. When the password selection complies with the rules you will get a notification that the password has changed. Click the link and log in with your new password.
  • If you do not receive the email with the reset link, the email that is sent may be going to your spam or trash folder if your system thinks it might be spam. Most of the time this is based on users settings, but sometimes it is based on your ISPs settings.
  • When resetting your password, it requires 8 characters (maximum length is 20 characters) with at least one capital letter, one number and one of the following special characters: @$!%&*?

How do I access my training materials after I've purchased them?

How do I view the practice training materials attached to my training module?

  • All of the content, other than the presenter items, are simple pdf documents. All you need to open pdfs is Adobe Acrobat Reader which is available for free download at
    • If you have Adobe Acrobat Reader and are still having a problem, try a hard reboot. Shut down your device and then power it back up.
  • For iPad or iPhone users: We've found that for people using iPads or iPhones, there is a default setting on the device that places you in “preview mode” when you view embedded PDF documents. The “preview mode” only allows you to see the first page. To view the entire document, try a hard press of your finger on the document. (You might have to press for several seconds.) This causes a change, and if you keep pressing you should be shown a scrollable version of the entire document.
    • Other tips for iPad/iPhone users:
    • If you press and hold the link in Safari and select “open in new tab,” it will let you read the full PDF document. It will also give you an option at the top of the page to “open with” where you can select the app you prefer to use to view the PDF document.
    • Try holding down the “Ctrl” button, clicking on the first page of the PDF that you're viewing in Safari and choosing one of the Continuous options. This will let you view the entire PDF file, rather than just the first page.
    • You may need to empty your cache. Do this by going to Settings> Cache> Clear All Cache Files

I cannot get my presentation to play. What should I do?

  • Shut down your computer and then power it back up.
  • Try another browser (i.e. use Google Chrome instead of Internet Explorer).
  • Try reloading the page - Hold the Ctrl key, and press F5.
  • Delete your history and cookies to empty your browser cache. The keyboard shortcut to clear the cache for Mozilla Firefox, Google Chrome, or Internet Explorer is the same. The keyboard shortcut is shift+Ctrl+delete (press all three keys at the same time).
    • On entering the shortcut keys, a page or pop-up window will appear. Choose the options to delete the cache, cookies, and/or browser history.
  • If the presentation will not play, it may be due to our content looking for flash support. Our courses play on HTML5 format but if your system has adobe flash player in it, the browser may look there for it first. Since Adobe no longer supports Flash Player after December 31, 2020 and blocked Flash content from running in Flash Player beginning January 12, 2021, Adobe strongly recommends all users immediately uninstall Flash Player to help protect their systems. If you do have Adobe Flash Player installed, try uninstalling it, rebooting your computer, and trying to watch the presentation again
  • Adobe Presenter Loading
  • Do you see anything like this when trying to load the presentation? If so, click on the square in the middle (showing as 3 gray boxes and one blue box).
  • If none of these options works, try to access the presentation on a different computer or device than the one you have tried (laptop etc).
  • There is a known issue on some touch screens including IPad and IPhone. When the presentation loads, it may appear to be a blank white screen, or it may load, but not begin playing. In actuality, there is a "play button" icon in the direct center of your screen that the device may not show. Try clicking the exact center of the device screen. Adobe is aware of the issue and no resolution is yet available. If the presentation still does not play, try to access the presentation on a different computer or device than the one you have tried.

When viewing the presentation, it is not playing properly. What should I do?

  • A few items you can consider and try in case the playback issue involves your device, connection (hard or wifi), or settings are as follows:
  • Even decent bandwidth in the home/work setting is cut significantly by the number of users, distance from the source (wifi), original speed (mbps), hz, and its status (it may be intermittent and unless streaming you do not know it). So, for example, if the user is a firefighter at a fire station and 9 cell phones 6 laptops and 4 tablets are all connected to the network at the same time, and the user is further from the router than some of them, the connection will not do presentations well. The same thing is true on home networks. In your home, if you have 4 laptops, 4 cell phones and a tablet all connected to Wi-Fi (even even if they aren't streaming video) they are using some of the connection and affect streaming. Also, for example, if your router/service is intermittent for some reason (your service having issues or router actually not functioning properly), you will have choppy playback at best.
  • It is important to note the function of these presentations. They are not single file videos. Each contains hundreds of files and is directed in line to appear to stream. 10% of the presentation is loaded before it will even begin to play, and the rest of the presentation is fed in while it is playing. If the connection is too slow, you will run out of content and then more will have to load, resulting in the starting and stopping of the presentation. Since it is mostly words on the screen, it may just seem to be the audio, but it is not. It is just playing too fast for your connection to keep up.
  • As for watching on a portable device with a data connection, like a cell phone or tablet not connected to a Wi-Fi source, it gets a little more tricky. You could be in a semi-void of signal strength, and the device could be stuck on 3g mode. 3g is terrible for video. Some device settings do not automatically default to 4g (LTE) when not on your home cell. So there are many things that can affect the playback.
  • What you can try is to look at your equipment and source. Reboot it all, including the modem and router. If there is a battery backup in the modem or router, that needs to be pulled too. Have everything depowered for two minutes. Bring it all back up and try it again, making sure you are not sharing your connection, especially to the extent of affecting playback. In your tablet settings (not if you are using Wi-Fi), go to "cellular data," touch "cellular data options," and be sure LTE is enabled for data at least.
  • Other things to try: In general, be sure to reboot, try different browsers, and try different devices. If you had trouble on a tablet, try a laptop or desktop.