Frequently Asked Questions

Most courses have regulatory time requirement minimums, this is to ensure that students are actively participating in the lessons and have adequate time to review and retain the information provided. For most courses with time requirements, you will see a timer within the course content when viewing a lesson. The time remaining must read 00:00:00 before you will be able to progress to the next lesson or complete the course. If you attempt to complete the course or go to the next lesson before the time requirement shows 00:00:00, you will receive a notice telling you that time requirements are not met. Note: In addition to satisfying minimum time requirements throughout the course, students must also complete reviewing all course content, such as engaging with any lesson interactions or activities.

No, one of the many benefits of taking this course online is that once you have registered, you can log in and out of the course as many times as you wish, 24 hours a day, 7 days a week. This online format allows you to create the schedule you want.

What should I do if I am having issues viewing or advancing the course?

If you are having trouble getting your course to load, or trouble with advancing, here are some steps that may get you back on track! We recommend following these steps in order and progressing until you’ve found a solution that works for you.

1. Review your course timing requirements and ensure you accessed all of the content: This is an often overlooked factor that will prevent you from advancing in your course. Each course module is timed and the timer must run down to zero before you will be permitted to click the continue button to advance. Please check your course’s module time and allow the timer to elapse, as well, be sure to make sure you’ve completed all required interactions.

2. Look for other advancement buttons: If the online course is not automatically advancing you to the next page once you’ve satisfied the timing requirements, refresh the webpage and attempt to resume the course.

3. Switch your browser or change browser settings: Sometimes default browser settings can conflict with the course display.

   • Rather than navigating through numerous menus and options, a simple solution is sometimes to switch your browser and try another, such as switching from Safari to Google Chrome.

   • Another consideration is if you are on a mobile device, try switching the viewing mode to a “desktop viewing mode”

   • Lastly, try to open your browser of choice in an incognito mode

4. Clear your cache: When browsing online, web browsers store, or “cache,” website data (like images and scripts) as a way to improve your experience. Clearing your web browser’s cache removes these stored assets, and this may help resolve display or navigational issues.

    To clear your cache in Google Chrome, click the menu and select more tools. Then click clear browsing data. Make sure that the cached image and files box is checked. See more details on clearing your cache in Chrome here.

   To clear your cache in Mozilla Firefox, go to your preferences and then find the advanced panel. From there, click clear now in the cached web content section. See more details on clearing your cache in Firefox here

5. Disable third-party browser extensions: While third-party browsers can be extremely useful, some have been known to cause problems on various online platforms. You may try disabling select extensions, and reloading the course web page. If disabling the extension stops the issue, you can pinpoint the extension as the culprit and either remove it, or keep it disabled while completing your course. Disabling an extension will turn it off without removing it, while deleting an extension will remove it entirely. Follow these links to learn more about managing extensions in Chrome and Mozilla.

6. Restart your computer or device: Computers and devices should be restarted frequently to optimize performance and system health.  This is why “turn it off and on again” is often tech support’s favorite piece of advice.

7. Switch devices: If you're using a mobile device or tablet to access your course, try switching to a desktop or laptop device. While you can view your course on a mobile device, we recommend using a desktop or laptop for the optimal experience.

8.  Still experiencing issues? We’re sorry to hear you are still having some trouble! Please contact our Customer Care team by visiting LiveChat button in the help area of your course or on the website. For the fastest support, please provide your Order ID number in your support inquiry.

At the Login page use the Forgot Username/Password link to recover your information. You can use your registered email address to recover your information. If you don't remember the email address you registered with, check your email for a copy of your receipt, or, contact our Customer Care team for advanced assistance.

Many courses have regulatory requirements which require you to prove your identity at various points throughout a course. These validation checkpoints may include security questions, content questions, or biometrics. For specific details on the validation requirements for your course, please check out the course-specific FAQs on the course website or within your in-course FAQs or course Introduction.

If you become locked out of the program, be sure to follow the on-screen instructions for how to proceed. Some courses may allow unlocks, while others may require re-registration, dependent on the regulatory requirements for the program. Tip: To avoid missing any checkpoints, be sure to log out of the course any time you are not able to actively participate in the program. If an authentication request pops up, be sure to complete it before navigating away from the screen.

Many courses have regulatory requirements which require you to participate in content assessments at various points throughout a course. These assessment requirements will vary depending on the specific course you are enrolled in. For specific details on the assessment requirements for your course, please check out the course-specific FAQs on the course website or within your in-course FAQs or course Introduction.

If you become locked out of the program for failing to pass an assessment, be sure to follow the on-screen instructions for how to proceed. Some courses may allow unlocks, while others may require re-registration, dependent on the regulatory requirements for the program. Tip: Once you are at a knowledge check or quiz screen, do not navigate away without submitting your attempt, as doing so may count as one of your three attempts.

If you have any questions or issues while taking the course, our customer service team is here to help! Contact a Live Chat agent for the fastest response.