General Course Questions
How do I start this course?
When you first start this course, you will see a "Start The Course" button. Click the "Start The Course" button to begin the first lesson of the course.
Once you have started the course, you will see a “Resume The Course” button upon subsequent login attempts. Anytime you log out and in to the course, you can click the “Resume The Course” button to return to the last page you viewed. You can also click the “View the Table Of Contents” button to return to previously viewed content.
Does this course have time requirements?
Many courses have regulatory time requirements. For most courses with time requirements, you will see a Timer in the top left of your screen 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.
Do I have to take the course in one sitting?
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.
My course is not loading. What should I do first?
First, try clearing your cache and cookies. Click here for simple instructions on how to clear your cache and cookies in different web browsers. Next, try enabling flash. Click here for simple instructions on how to enable flash in different web browsers. Also try logging off the course, closing the web browser completely, relaunching your web browser and then logging back into the course.
What should I do if I lose my username or password?
If you forget your password or have other difficulty logging into this course, contact a Live Chat agent to have your password or other account information reset for you.
What are the Identity Validation requirements for this course?
Many courses have regulatory requirements which require you to prove your identity at various points throughout a course.
If your course has security questions, you will be prompted to answer the security questions before starting the course. It is recommend that you print or write down your responses to the security questions before continuing to make sure you remember your responses. Security questions will appear at random points throughout the course and must be answered correctly within a specific amount of time. Failing to correctly answer a certain number of security questions will result in your course being locked and possible course failure.
If your course has biometric security requirements, you will be prompted to complete the Voice or Keystroke Biometric sample before starting the course. For the best results in voice authentication, speak slowly and clearly, maintain a consistent rhythm, do not use a speakerphone, do not use Bluetooth or hands-free technology, and try to reduce background noise while validating. For the best results in keystroke authentication, use a desktop or laptop computer with a standard keyboard. Biometric samples will appear at random points throughout the course and must be completed correctly within a specific amount of time. Failing to correctly validate your identity a certain number of times will result in your course being locked and possible course failure.
If you have problems with security questions or biometric validation while taking your course, our customer service team is here to help 24/7. Contact a Live Chat agent for a quick response.
What are the course requirements for quizzes and final exams?
If your course has lesson quizzes, you must answer all of the quiz questions and then click the Submit button at the end of the page. Some courses have a minimum passing percentage requirement for quizzes. Review the Course Introduction lesson for more information about quiz requirements for your course.
If your course has a final exam, you will be automatically redirected to the final exam after the last lesson. You will also be able to access the final exam by clicking on the “Begin The Exam” button on your My Account page. Review the Course Introduction lesson for more information about final exam requirements for your course.
What should I do if I have questions while taking this course?
If you have any questions or issues while taking the course, our customer service team is here to help 24/7. Contact a Live Chat agent for a quick response.