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  Technical Support: (877) 602-9877

  Technical Support: pbcms@ce21.com

  General Inquiries: (561) 433-3940

  General Inquiries: pbcms@pbcms.org

  Opioid Programs: katherinez@pbcms.org

  CHW Care Coordination Programs: karenh@pbcms.org

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Solutions and FAQ

My Account

  • Can programs be viewed on mobile devices? Yes, mobile viewing is fully accessible on all iOS and Android devices via your mobile browser. For the best experience, we recommend downloading the CE21 Mobile app. The CE21 Mobile app can be download via the below links: Once the app is installed, log into the app using the same email and password you used to access the website.
  • How do I update the CE21 Mobile App to the latest version? The CE21 Mobile App is updated regularly to be enhanced with improved performance and new features If you regularly get App update notifications on your mobile device, the CE21 Mobile App will be included in these periodic notifications. Alternately, while logged into the CE21 Mobile app Click on the Gear at the top right to enter Settings Tap on "Check for updates" The app will notify you if you're on the latest version or prompt you to download the latest and greatest update!

Ordering & Shopping Cart

  • I need to change/cancel/refund my course To request a change or refund to a program, please contact customer support. Phone Technical Support: (877) 602-9877General Inquiries: (561) 433-3940Email Technical Support: pbcms@ce21.comGeneral Inquiries: pbcms@pbcms.orgOpioid Programs: katherinez@pbcms.orgCHW Care Coordination Programs: karenh@pbcms.org
  • Can I purchase a program for another person? Yes! Our system allows users to purchase programs for their coworkers and colleagues. BUYING THE SAME COURSE FOR YOURSELF AND ANOTHER REGISTRANT In the "Registrant Confirmation" part of of the shopping cart, simply change the quantity of the course to match the number of total registrants desired and fill in the additional registrants email and name. SCREENSHOT BREAKDOWN Jane Doe is the Purchaser and will pay for the course on behalf of John Doe Jane Doe herself will be a registrant for the course. John Doe will be an additional registrant on this same course. Upon completing the order, Jane will receive an order confirmation and John Doe, will receive an email with instructions on how to access their account and program. BUYING PROGRAM(S) ONLY FOR OTHERS - If you are wanting to register a course for another person, simply select the, 'I am registering for someone else,' checkbox on the "Registrant Confirmation" portion of the Checkout process. - If the person you wish to register does not have an account on the website, the system will indicate as such and require you to enter the person's email address twice and to enter their first and last name - If the person does have an existing account on the website, the system will indicate as such and display the person's first name and obscure all but the first letter of their last name. SCREENSHOT BREAKDOWN Jane Doe is the Purchaser and will pay for the course on behalf of John Doe Jane Doe herself will not be a registrant for the course being purchased John Doe will be the lone registrant on this course. Upon completing the order both Jane will receive an order confirmation and John Doe will receive an email with instructions on how to access his account and program. If you need additional help, please reach out to customer support for assistance.

Technical Issues

  • My video is stuck or has stopped playing If your video has dropped audio or has stopped playing altogether, please try refreshing your entire viewer page by going to the Help tab in the viewer and clicking on the "Reload Viewer" text link to refresh the page and reload the program. ​ If you are unable to locate the Help tab on the video viewer page, please locate and click the Reload/Refresh icon on your web page. The reload/refresh icon is usually a clockwise turned arrow icon located near the web address on the web page. If reloading the page, as shown above, does not resolve the issue, you may try closing your web browser entirely and reopening it and navigating back to the program, and relaunching the program.
  • I can see the video, but I can't hear anything (or very low audio) Please Note: If you are logging into a computer remotely using VPN, Citrix, or a cloud-based work environment, you may not hear the audio, so please log directly into your account page not using a remote environment. If you are not connected using a remote environment, Please try the below suggestions to troubleshoot your audio issues. First, please try refreshing your entire viewer page by going to the Help tab in the viewer and clicking on the "Reload Viewer" text link to refresh the page and reload the program. ​ Please Note: that if you are viewing the program using the Microst Edge or Firefox browser, the audio can be muted and unmuted from the video viewer tab. If the issue continues - 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 playback is stuttering, buffering, or playing poorly There are a couple of 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. PLEASE NOTE that Internet Explorer is no longer a supported web browser. If you are attempting to view the video content using Internet Explorer, you will be required to switch to a current web browser such as Google Chrome, Microsoft Edge, or if you are on a Mac, Safari. TEMPORARY VIDEO PLAYBACK ISSUE If your video has stopped momentarily and this issue isn't occurring consistently, please try refreshing your entire viewer page by going to the Help tab in the viewer and clicking on the "Reload Viewer" text to refresh the page and reload the program. If reloading the video doesn't seem to resolve the issue, here are some more suggestions: CONSISTENT VIDEO PLAYBACK ISSUE STEP #1: LOCK ONTO THE LEAST DEMANDING VIDEO STREAM You may be having intermittent issues with your Internet connection. This solution will lock you into the lowest available video stream that may smooth out your video playback experience. Hover your mouse over the video player. Hover your mouse over the gear icon at the bottom right of your video player. Select the lowest number listed to lock your video onto the least demanding video stream. If video playback issues continue - move on to Step #2 below. PLEASE NOTE: If you are on a Mac device and/or using Safari, the gear icon is not present. In order to lower the stream speed, you will need to switch to the Google Chrome browser. 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 about how to clear your browser cache, an alternate, easier and quicker option is to try switching to a different Internet browser to continue viewing the program. If you're on Microsoft Edge - try switching and viewing the program on the Google Chrome browser. Other popular browsers such as Opera and Firefox are compliant with program playback. Following this step resolves the vast majority of playback issues. ​If any video playback issue persists, please contact Support for further troubleshooting.
  • Do I need special equipment / What are minimum specs needed to view programs? You can test your internet connection & system by clicking on this link (which will open a program viewer in a new tab). You should see a test video, hear audio and see a test PowerPoint slide. If you are having trouble with the test video buffering or not playing, please feel free to contact Customer Support for assistance. While viewing programs is compatible with a wide variety of operating systems, browsers and internet connections, below are some suggestions to better assure compatibility and a better viewing experience. If you are unsure on what browser and/or operating system you are on, you can click on this ​link (Windows 10 may show as Windows NT 10.0) ***Click on each panel section below to view the related suggested minimum system specs *** + OPERATING SYSTEM Windows Windows 7, 8, 8.1, 10 & 11 are all supported. We recommend Windows 10 and above for the best compatibility and viewing experience. Mac OS Mac OS X 10.12 (Sierra), Mac OS X 10.11 (El Capitan), Mac OS X 10.10 (Yosemite), Mac OS X 10.9 (Mavericks), Mac OS X 10.8 (Mountain Lion), Mac OS X 10.7 (Lion) & Mac OS X 10.6 (Snow Leopard) are supported We recommend Mac OS X 10.9 (Mavericks)and above for the best compatibility and viewing experience. Close this section + INTERNET BROWSERS We support all major browsers including Google Chrome, Firefox Quantum, MS Edge, and Safari We recommend the latest versions of Google Chrome and Firefox Quantum for the best viewing experience. Close this section + INTERNET CONNECTION Streaming programs typically require a minimum of 250Kbit/s of download speed in order to play without issue. Please click on this link to run a speed test to test your current Internet Connection. If your speed test results for Download are 0.30Mbps or lower you may want to contact your Internet Service Provider (ISP - such as Comcast, Spectrum, AT&T) to troubleshoot. Poor Results Good Results We recommend an internet connection download speed of 1Mbps for the best viewing experience. WIRED CONNECTION VS WIFI CONNECTION While WiFi routers have come a long way, a wireless connection is susceptible to more connection issues than a wired connection. Distance from the wireless router, walls, other wireless signals can all impact your connection. If you run into any performance issues in viewing a streaming program, we recommend switching to a wired connection. Please note that you typically will need to disable your wireless connection in order to confirm you are on a wired connection. We recommend a wired Internet connect with at least 1Mbps of download speed for the best viewing experience Close this section + CE21 MOBILE APP (Android / iOS) Our CE21 Mobile App allows you to view programs on the go (or at your desk!) and works via either your phones WiFi connection or by mobile 4G/LTE cell connection. Please note that downloading or streaming video on your phones cell connection (4G/LTE) may vary in quality depending on your location. Check your cell phone carrier if you are unsure on how much monthly bandwidth your plan includes. We recommend using the CE21 Mobile App on a WiFi connection for the best viewing experience Download the CE21 Mobile App Close this section + VIRTUAL ENVIRONMENTS (CITRIX) Watching through a remote desktop or virtual environment such as via VPN, Citrix, or other cloud-based environment can cause video playback issues or a lack of audio to be transmitted. Close this section
  • 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. Course materials are also included in your program viewer in the Handouts tab. For Live Webcasts, it is possible that some course materials may not become available until 1-2 days before the program date. If any course materials are added while any Live Webcast is actually in progress the handouts will automatically populate the Handouts tab in your viewer. Please note that some speakers do not give permission to include their slides in the written materials. If you feel the handouts are incorrect, corrupted or you are missing course materials, please contact customer support. .tb_button {padding:1px;cursor:pointer;border-right: 1px solid #8b8b8b;border-left: 1px solid #FFF;border-bottom: 1px solid #fff;}.tb_button.hover {borer:2px outset #def; background-color: #f8f8f8 !important;}.ws_toolbar {z-index:100000} .ws_toolbar .ws_tb_btn {cursor:pointer;border:1px solid #555;padding:3px} .tb_highlight{background-color:yellow} .tb_hide {visibility:hidden} .ws_toolbar img {padding:2px;margin:0px}
  • 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.
  • How do I Enter or Exit Full Screen Slides in the Program Viewer? This article describes how to enter and exit full screen slides while in the program viewer in your Internet Browser. Video will still be visible as a picture-in-picture (PIP) experience which can be moved and resized to your preference. Your program viewer must have separate video and slides components for this full screen slides to work. ENTER FULL SCREEN SLIDES To enter full screen slides view: Hover your mouse over the slide to see an overlay appear at the bottom of the slide. Click on the "Enter Full Screen Slides" overlay icon in lower left corner of the slide. EXIT FULL SCREEN SLIDES To exit full screen slides view: Hover your mouse over the slide to see an overlay appear at the bottom of the slide. Click on the "Exit Full Screen Slides" overlay icon in lower left corner of the slide Alternatively, you can click on the ESC key on your keyboard to exit full screen slides. ENABLE FULL SCREEN SLIDES EXIT FULL SCREEN SLIDES Alternatively, you can click on the ESC key on your keyboard to disable full screen slides.

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