Support for Live Webinars

On this webpage:

(A) General information about your Webinar

(B) Trouble connecting to the Webinar / assistance with Zoom

(D) Experiencing an outage with your internet and/or utility service?

(E) Experiencing Technical challenges with with the attendance polls?

(A) GENERAL INFORMATION ABOUT YOUR WEBINAR

(1) PLATFORM USED – The technology platform used for our Webinars is Zoom which is compatible with computers and mobile devices. If you are aware of any issues you may experience with this platform, scroll to Section (B) below.

(2) YOU WON’T BE USING A MICROPHONE OR WEBCAM – In our Webinars, all attendees are set to “listen-only” mode. Thus, you do not need to test/adjust your microphone or webcam as you will not be using your mic or appearing onscreen.

(3) Do not connect to the Webinar via a remote desktop connection/VPN as doing so can harm the quality of the presentation and cause problems with the polling questions. Instead, we strongly suggest either connecting directly to the Webinar outside of your remote desktop connection/VPN or using a separate device.

(B) TROUBLE CONNECTING TO THE WEBINAR / ASSISTANCE WITH ZOOM

(1) The Zoom platform is compatible with computers and mobile devices. If you intend to take the Webinar on a computer which is connected to your company’s network/firewall, we strongly suggest you contact your I.T. personnel before connecting to the Webinar to ensure compatibility with the Zoom platform. It is your responsibility to determine in advance of the Webinar if your computer’s compatibility with the Zoom platform is hindered in any way by your computer’s network or firewall settings and to make any necessary adjustments before joining the Webinar. Our tech support team cannot remedy and is not responsible for any compatibility issues created by your computer’s network/firewall settings. CE regulatory authorities make no exception for missed attendance, missed poll questions, or connectivity challenges caused by your computer’s network/firewall settings or compatibility issues.

(2) Even if you use Zoom regularly, you may not be using the latest version. Before joining a Webinar, to ensure that all features (including attendance polls) of the Zoom Webinar function properly, it is essential to update to the latest version of the Zoom application which you can do here.

(3) If you are having trouble with or are unable to install the Zoom application onto your computer or mobile device: go to the Zoom Support homepage for assistance. In addition to helpful tips/suggestions, there is a live chat feature on this homepage to chat directly with Zoom for assistance.
- From the Zoom Support homepage: here’s how to install Zoom onto your computer or mobile device
  
  From the Zoom Support homepage: if you’re unable to download/install Zoom onto your computer here’s how to join directly from a browser
  
  If you choose to forgo installing Zoom and instead connect via a browser: after clicking the access link in your email and supplying the requested information, you’ll be directed to a Zoom webpage. Instead of clicking “Launch”, click the “join from your browser” option. Due to compatibility issues, do NOT use the Internet Explorer browser. If this is your default browser, you need to copy/paste the access link from your email into a different browser such as Microsoft Edge, Google Chrome, Firefox or Safari. As an alternative, you may wish to connect via a separate device upon which you’re able to install Zoom such as personal computer or mobile device.

(4) Do not connect to the Webinar through the Internet Explorer browser. If this is your default browser, you need to copy/paste your access link into a different browser such as Microsoft Edge, Google Chrome, Firefox or Safari.

(C) GOT CONNECTED BUT NOW EXPERIENCING TECHNICAL CHALLENGES WITH THE WEBINAR?

(1) TRY THIS FIRST: If you are experiencing a technical issue with the Webinar, try disconnecting and rejoining the Webinar. Doing this often resolves technical issues.

(2) Regardless of the nature of your technical issue (connection, audio, video, etc.) make sure all other programs/apps on your computer/mobile device are closed. Having other programs/apps running during the Webinar can interfere with the quality of the Webinar’s audio/video stream as well as polling questions.
(3) If you are unable to maintain a stable connection on your computer, as an alternative, you may wish to connect via a mobile device such as a smartphone or tablet.

(D) EXPERIENCING AN OUTAGE WITH YOUR INTERNET AND/OR UTILITY SERVICE?

(1) If you experience an internet or power outage during the Webinar, you may consider connecting to the Webinar via a cellular-enabled mobile device such as a smartphone and remember to first shut off the device’s WiFi. You are responsible for any costs associated with the use of data that may be imposed by your device provider. Our tech support team cannot remedy and is not responsible for any connectivity issues created by your internet or utility provider. CE regulatory authorities make no exception for missed attendance, missed poll questions, or connectivity challenges caused by your internet or utility provider.

(E) EXPERIENCING TECHNICAL CHALLENGES WITH THE ATTENDANCE POLLS?

(1) To earn CE credit, attendees must respond to periodic attendance polls. This process is explained by the instructor in his/her opening comments. The polls appear onscreen at random times and are not announced by the instructor. Once launched, the poll stays onscreen for approximately 45 seconds. Per state CE regulations, failure to respond to attendance polls will inhibit an attendee’s ability to earn CE credit. Attendance confirmation is not acceptable by email or phone call to the Webinar’s Tech Support/administration team. It is the responsibility of the attendee to keep track of the polls. The Tech Support team is not able to confirm during the Webinar whether or not an attendee responded to a specific poll.

(2) If you feel you are experiencing technical difficulties with the polls, review the following information:
- (a) FIRST THINGS FIRST: ensure you are using the latest version of the Zoom application. To quickly update, click LEAVE the meeting and visit www.zoom.us/download and download the latest version of the Zoom Client for Meetings. You will then need to go back to your email invitation and click the access link for the webinar to re-join with the now updated version.

If you have updated the Zoom application and continue experiencing technical difficulties with the polls, review the following information:

(b) ISSUE: You responded to the poll, clicked the “submit” button and received an “error” message/code. The likely cause of this is a glitch in your internet or browser connection.
- Should this occur, we suggest the following:
  - If you received an error message, send a chat with the following information: 1) your full name, and 2) “I received an error message when submitting poll # ____.” If possible, copy/paste the numerical error code into your chat. Then, click LEAVE at the bottom right of your screen and go back to your email and click the webinar access link again to re-enter. Also, be sure that all other programs are closed out on your computer. If the issue persists or if you are having trouble with your connection and it’s causing issues with the polls, consider installing the Zoom Mobile App on a smartphone or tablet and connect to the Webinar on that device.

(c) ISSUE: You responded to the poll, clicked the “submit” button, and the poll window does not disappear from your screen or appears to be stuck or spinning. The likely cause of this is a glitch in your internet or browser connection.
- Should this occur, we suggest the following:
  - Click LEAVE at the bottom right of your screen and go back to your email and click the webinar access link again to re-enter. Also, be sure that all other programs are closed out on your computer. If the issue persists or if you are having trouble with your connection and it’s causing issues with the polls, consider installing the Zoom Mobile App on a smartphone or tablet and connect to the Webinar on that device.

(d) ISSUE: You were seeing the attendance polls but feel they are no longer appearing on your screen. The likely cause of this is that you have multiple monitors, moved the Zoom presentation from one monitor to another, and the polls are still appearing on the monitor where Zoom initially opened.
- Should this occur, we suggest the following:
  - If you feel that ALL polls are not displaying as they should: keep in mind if you are using a multi-monitor display and have dragged the Zoom Webinar to a different monitor, the poll will open on the monitor where Zoom was initially launched. You are, however, able to drag the poll to the preferred screen when it is displayed.
- Also, you may be using an outdated version of the Zoom application. As stated on the registration page when you joined this webinar, we recommend updating to the latest version. To quickly update, click LEAVE the meeting and visit www.zoom.us/download and download the latest version of the Zoom Client for Meetings. You will then need to go back to your email invitation and click the access link for the webinar to re-join with the now updated version.

(e) ISSUE: Several minutes have passed since the Webinar’s start time and you have not seen an attendance poll appear. You communicated this in the chat box but have received no reply in the chat from Tech Support/administration. The likely cause of this is a firewall setting in your computer/company’s network which is blocking the attendance polls as well as the Tech Support/administration team’s ability to send you chats.
- Should this occur, we suggest the following:
  - Be sure that you do not have other programs open on your computer that may be obstructing your view of the webinar. In some cases, an office network's firewall/security settings may prohibit these polls from appearing on your screen. If you have seen NO polls and feel that this may be the case, you have 3 options. If possible, we STRONGLY SUGGEST you use option one or two (separate device):
  - (1) Connect to the webinar via a personal computer instead of your work computer OR
  - (2) Stay connected through your work computer but also log on via a phone or tablet so you can answer the polls through that device OR
  - (3) Join the webinar via Browser instead of the Zoom application.
  - To join via the browser, click LEAVE at the bottom right of the webinar. Go back to your email invitation, click the access link for the webinar, and again complete the registration page. This time after clicking "Join Webinar in Progress", do not launch the Zoom application. Instead, next to where it says "Having issues with Zoom Client?", click on "Join from Your Browser". However, if you HAVE seen a poll, but feel that ALL polls are not displaying as they should: if you are using a multi-monitor display and have dragged the Zoom Webinar to a different monitor, the poll will open on the monitor where Zoom was initially launched. You are however, able to drag the poll to the preferred screen when it is displayed.
  - Also, you may be using an outdated version of the Zoom application. To update, click LEAVE the meeting and visit www.zoom.us/download and download the latest version of the Zoom Client for Meetings. You will then need to go back to your email invitation and click the access link for the webinar to re-join with the now updated version.