TECHNICAL SUPPORT
Help During a Live Webinar
During live webinars we have team members standing by to respond immediately to enable you to join a live session. We recommend joining 10 mins early to a live webinar to be sure you are connected to audio.
Phone support is not available. All requests must be sent to [email protected]
Where's my webinar link?
Please review your email instructions for viewing a live webinar.
To view a live webinar you must sign in to your account and select Start/Replay course. The Live Webinar is located in the lessons.
Issues Accessing Zoom?
If you have problems using Zoom please check the following:
- Audio Issues - All participants are muted. Check your audio connection on your device. You also have the option to call in, select the audio options in Zoom. If you continue to have audio issues close your browser and try joining again. Try using Firefox or Chrome browsers. Ensure your computer audio is not muted, or use the call in number.
- Android or iOS Device Audio issues - Please refer to this troubleshooting page https://support.zoom.us/hc/en-us/articles/204484835-My-Audio-is-Not-Working-on-iOS-or-Android
- Annotation Issues - You can only use the Download Zoom Client - you can view in your browser or downdload the Zoom app from https://zoom.us/support/download
- Webcam - We ask the all participants keep their video off unless asked by your facilitator to join via video.
Frequently Asked Questions
Our system does not send webinar links. In your enrolment email, you can download a calendar hold. All live webinars can be viewed on the day of the webinar by logging into your account. Sessions are streamed live from our system.
If you have signed up for a session all your courses are on your dashboard. Your dashboard may be multiple pages and the course you are looking for may not appear on the first page. Use the search or numbered arrows at the bottom of the screen to find your course.
If you have not logged in before, you must activate your account via a link sent to you in your welcome email. If you need this resent to you email us at [email protected]
You will not be able to create a password until you activate your account.
You will not be able to create a password until you activate your account.
To start your webinar, sign in to your account. Find the course on your dashboard select Start/Replay Course. Find the lesson listed live webinar. You may need to open the course menu or expand your screen to see the options.
The fastest way for us to help you is to communicate via email. We will need to send your links, email addresses, etc. that cannot be communicated over the phone. We are also a small team and are unable to provide phone help desk support. We generally respond to urgent requests like help for getting into a training in progress immediately via email, contacting us by phone will delay you getting the help you need and you will still need to contact us via email to receive assistance.