Technical Support: sba-support@ce21.com

  Technical Support: (877) 602-9877

Solutions and FAQ

General


  • 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.

Registration Information


  • Who qualifies for the New Attorney rate? Any attorney who was admitted to the practice of law in Arizona within two years of the date of admission can register as a new attorney.
  • Who qualifies for the student rate? A law student currently attending, or recently graduated from, law school. A State Bar of Arizona attorney or a lawyer registered in another jurisdiction but attending law school, or any other school, does not qualify for the student rate.

Cancellations


  • Where do I send my cancellation notice? You can fax your cancellation notice to the CLE Department at 602-271-4930 or email registrations@staff.azbar.org with the word “CANCEL” in the subject line. Also include the name of the person cancelling, bar number (if applicable), seminar being cancelled and if you would like to receive a refund or a voucher.

Technical


Video Issues


  • My video playback is stuttering, buffering, or playing poorly 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. 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. CONSISTENT VIDEO PLAYBACK ISSUE STEP #1: LOCK ONTO THE LEAST DEMANDING VIDEO STREAM You may be having intermittent issue 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 video playback issues continue - move onto Step #2 below 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 and quicker option is to try switching to a different browser than the one you're currently using to continue viewing the program. If you're on Internet Explorer or Safari - try switching to view the program on Google Chrome browser (or vice versa). Other popular browsers such as Opera and Firefox are compliant with program playback. Switching to a different Internet browser to resume playback resolves the vast majority of playback issues. If playback issues continue, then please reach out to customer support for further assistance.
  • I can see the video, but I can't hear anything (or very low audio) Please click on the "Reload Video" button located at the lower left corner of your program viewer, it looks like this: If you still are not hearing audio in your program - please see troubleshooting steps below: THE YOUTUBE TEST If there is very low or no audio coming through your program, please click on this link to open youtube.com in a new window and click on any video on the main page to confirm you are able to hear audio. This can confirm whether this lack of audio is an issue with your computer or within the program. I HEAR AUDIO ON YOUTUBE VIDEO BUT NOT IN MY PROGRAM! WINDOWS SYSTEM VOLUME There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers. Right click your mouse on the audio Speaker Icon Click on "Open Volume Mixer" option VOLUME MIXER NOTE: You can resize the Volume Mixer by pulling the edge of the window so you can see ALL applications using audio on your computer. Confirm the Device (leftmost item) has volume slider pulled all the way to the top Confirm all audio icons under all applications are not muted. I DO NOT HEAR AUDIO ON YOUTUBE (OR VERY LOW AUDIO) VIDEO EITHER If you are not able hear audio on a YouTube video the issue is system-wide with your computer/device. External Speakers (Desktop or Laptop) 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. VIRTUAL ENVIRONMENTS (CITRIX E.G.) / REMOTE DESKTOP Watching through a remote desktop or virtual environment such as via Citrix can cause video playback issues or a lack of audio to be transmitted. If the issue continues, please reach out to customer support for further assistance.
  • My video is stuck or has stopped playing Please try using the "Reload Video" button that is located at the bottom left corner of your program viewer. If you continue to run into issues, then you may want to try refreshing your entire viewer browser tab by going to the Help tab in the viewer and clicking on the "Reload Viewer" text at the top of this tab. If the issue continues, please reach out to customer support for further assistance.

Preparation For A Webcast


  • How Do I View The Webcast/Test My System? Click on your account name above, you will be redirected to your account. If you are not logged in, click on the 'Sign In or Register' link above to sign in. Under Pending Online Seminars, locate the name of the webcast you've registered for. Click on the 'Launch Viewer' button underneath the webcast title. You may see a test video playing in the viewer. The webcast video will replace this test video within 30 minutes of the scheduled start time without any user action required. You may also use this test video to test your system prior to the webcast to ensure you are able to view the event.
  • 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.
  • Can Webcasts Be Viewed On Mobile Devices? Yes, mobile viewing is fully accessible on all iOS and Android devices. Simply follow the same steps you would on a PC/Mac to view your webcast.
  • 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.
  • How do I Enter or Exit Full Screen Video Playback in the Program Viewer? This article describes how to enter and exit full screen video while in the program viewer in your Internet Browser. If the program has slides, these will still be visible as a picture-in-picture (PIP) experience which can be moved and resized to your preference. ENTER FULL SCREEN VIDEO To enter full screen video playback: Hover your mouse over the video playback to see overlays appear on the bottom of the player (like Youtube) Click on the "Fullscreen" overlay icon in lower right corner of the video. EXIT FULL SCREEN VIDEO To exit full screen video playback: Hover your mouse over the video playback to see overlays appear on the bottom of the player (like Youtube) Click on the "Non-Fullscreen" overlay icon in lower right corner of the video. Alternatively, you can click on the ESC key on your keyboard to exit full screen video. ENABLE FULL SCREEN VIDEO EXIT FULL SCREEN VIDEO Alternatively, you can click on the ESC key on your keyboard to exit full screen video.

Technical Issues


  • I Can See The Video, But I Can't Hear Anything Confirm that sound is enabled on your computer. Check that your system volume is not muted Check that the volume on the viewer is turned up If you have external speakers, check the following - The speakers are plugged into an outlet The speakers are plugged into your computer The speakers are turned on and the volume knob is turned up If you have built-in speakers, check the following - The speaker are not muted via a mute key on your keyboard Try closing the viewer tab, returning to your online account and launching the viewer again. Test audio from other flash videos from another site, e.g. www.youtube.com If you are still having issues hearing the webcast, please contact your System Administrator for additional help.
  • My Video Is Stuck On Break/Has Stopped Playing Try refreshing your viewer by pressing the 'F5' key on your keyboard (Windows) or by pressing the 'Command' and 'R' key on your keyboard (Mac). Additionally the viewer can be closed and relaunched by clicking on "Launch Viewer" again from your customer account, or by following the link in your email.
  • Who Do I Contact If I Still Have Questions? If you still have questions, you can contact support by phone at 877-602-9877

Billing/Accounts


  • Trouble Signing In? If you have registered for a course on this website, enter in the email address and password you provided when you signed up. If you were signed up by someone else or have forgotten your password click on the 'Forgot your password?' link on the login page. If you have forgotten your user information or you are encountering an error contact support at (877) 602-9877
  • I Need To Change/Cancel/Refund My Course To reuqest a change/cancellation/refund of your course support at 877-602-9877. We will need the following information: Email Address Date & Name of Webcasts
  • 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.

Certification


  • How Do I Access My Certificate? If you are viewing this from the website: Click on your account name above, you will be redirected to your account. If you are not logged in, click on the 'Sign In or Register' link above to sign in. Your course will be located under the My List tab. Click on the 'Certificate' button and navigate to 'Download Certificate', you will have the option to download or email your certificate. You may first be required to swear to an affadavit, answer a quiz or complete an evaluation in order to receive your certificate. If you are viewing this from the webcast viewer: Once the program has finished, click on the 'Certificate' tab You will have the option to download or email your certificate. You may first be required to swear to an affadavit, answer a quiz or complete an evaluation in order to receive your certificate.

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