Support

Support resources for the ADCES Online Learning Portal.

Frequently Asked Questions

Click on a question below to review the answer.  

A. Register in the ADCES Online Store.

  • My recorded webinar won't play, or
  • I click to open my coursework, but it won't open, or
  • My learning activity won't register as complete and I can't move on to the post -test, or
  • I watched my webinar but the system doesn't recognize the time I viewed it.

Why is this happening? 

This can happen on SOME users’ computers, especially if they are using Internet Explorer or Safari.

This can also happen if users are viewing our learning activities at the workplace and your IT department has blocked streaming video.

Lastly, there are a few activities in our system that require Javascript. This might prevent our activities from opening on a mobile device.

We recommend you try the following, based on your environment:

Fixes at HOME
  • If your learning activity won't register as complete, make sure to answer/submit every question and view every page in your learning activity to achieve the green checkmark.

Note: Review your course menu for any slide titles that are in bold type and not grayed out. This might indicate that the slide was skipped inadvertently.

  • Make sure JavaScript is enabled in your web browser. Click here for instructions that might be helpful. (This link will open in a new window or tab)
  • Try clearing your browser history and cache. First, restart your computer. Then, clear your browser’s cache. Click here for instructions that might be helpful. 
  • Try opening the module in an incognito/private window of your browser (ex. InPrivate window in Microsoft Edge). Click here for instructions that might be helpful.
  • Try another web browser, like Firefox, Chrome, or Edge.

Note: Avoid using Internet Explorer. It’s often best to simply use another browser.

  • If you are using a mobile device (phone or tablet), try a desktop or laptop computer.
  • If you’re using Safari, make sure it is enabled to view MP4 videos. You may need to setup a plugin for this. (Certain recorded webinars are in MP4 format, so you need that functionality.)
Fixes at WORK
  • If your learning activity won't register as complete, make sure to answer/submit every question and view every page in your learning activity to achieve the green checkmark.

Note: Review your course menu for any slide titles that are in bold type and not grayed out. This might indicate that the slide was skipped inadvertently.

  • Make sure JavaScript is enabled in your web browser. Click here for instructions that might be helpful. (This link will open in a new window or tab)
  • Try clearing your browser history and cache. First, restart your computer. Then, clear your browser’s cache. Click here for instructions that might be helpful. 
  • Try opening the module in an incognito/private window of your browser (ex. InPrivate window in Microsoft Edge). Click here for instructions that might be helpful. 
  • Try another web browser, like Firefox, Chrome, or Edge.

Note: Avoid using Internet Explorer. It’s often best to simply use another browser.

  • If you are using a mobile device (phone or tablet), try a desktop or laptop computer.
  • If you’re using Safari, make sure it is enabled to view MP4 videos. You may need to setup a plugin for this. (Certain recorded webinars are in MP4 format, so you need that functionality.)
  •  Ask your company’s IT department if they have a firewall might cause a streaming video to not play. They may need to unblock our video streaming server: brightcove.com.

Note: This issue can cause a video to play, but not register in our system as having been viewed.

For more detail: See Brightcove’s formal list of domains to be whitelisted here.

Video Error Message Received: Network Error or Source not supported
  • You might receive this message if you're using Internet Explorer (IE) as your browser.
  • As a solution, reset your settings by following the steps below:
  1. At the top right of your browser, go to the settings icon  and click on "Internet Options" in the dropdown. Click on the "Advanced" tab.
  2. Click on the "Restore advanced settings" and the "Reset..." button. (You don't have to choose the option to "delete personal settings.")
  3. Click "OK" and close the browser. If you log back in and the error is not fixed, you may need your Firewall set to allow our streaming video server (instructions above under the WORK tab).

A. Most ADCES online learning activities are valid for 6 months, or sooner if the CE credits expire. If your activity is not completed within the timeframe provided (and the CE hasn't expired), you must re-register for the course by contacting education@adces.org. If the CE has expired, we cannot re-register you for the activity. To find the CE expiration date of a purchased course, review your My Learning page and select a course. Once the page refreshes, review the first section, (ex. "Introduction", "Welcome", or "Course Overview Info & Disclosures")  for the CE expiration date. 

A. Review your My Learning page. Under the Enrollments list, each learning activity has a “close date” located to the far-right of the title. Sometimes, you must enter the activity at least once for this to display.

A. Yes, but only if the learning activity is still active. That is, any time before the close date

A. Go to the main My Profile page on the ADCES website, and click on the tab CE History. Your statements of credit will be listed on this page.

Q: How can I access my statement of credit (certificate of completion)?

A. Once you complete a learning activity for CE credit, your statement of credit will be available at the bottom of the screen (see below image).

You can print it then. You can return to the activity later to re-print it. You can also find it in your Transcript (My Credits) as well.

Recorded Webinar Example

For activities you've completed prior to November 2014, go to the main My Profile page - and look under CE History.

A. The current ADCES Annual Conference website always includes links the 5 previous Annual Conference sessions. You can print any Statement of Credits you may have claimed at the time.

 

  • Click the Reprint Past CE Certificates link and select the conference year. 
  • Login to the Statement of Credit System
  • On the next page, scroll to the bottom and click on the “Continue to Overall Survey and Certificates” button
  • On the next page, scroll to the bottom and click “Save Changes and Continue”.
  • You will be redirected to the “Certificates” page to download your statement of credit.
Q. I just completed a device training that offers a digital badge. When will I receive it?

A. ADCES issues all digital badges for our device trainings at the end of each month. After an initial email from ADCES, you will later receive an email notification to claim your badge from the badging platform, Credly. 

A. We have seen this happen to learners with a Windows operating system while using the Microsoft Edge web browser. Try using a different browser (i.e. Google Chrome, Firefox, etc.).
The deadlines regarding when you can report those CE credits, and how old the credits can be, is generally defined by the policies of the organization or certifying body where you are reporting the credit. The date you EARN the credits is what they are interested in.
A. Prior to all webinars, participants receive an ADCES automated registration email with instructions on testing their computer system and a link to Zoom requirements to view our webinars. As noted in your webinar registration email, please click on the following links for assistance.

 

How to Take ADCES Online Learning

  1. Register: First, register for a learning activity in our Online Store.  
  2. Login: Complete your order and you will be prompted to login to your profile or create an account. 
  3. Access "My Online Learning": Go to the “Profile” button in the upper-right and select "My Learning" in the dropdown. Your current enrollments are

        listed here in your “My Online Learning” portal.

  4. Click the Title: Under the Enrollments tab, click on the activity title to access your activity.
  5. Need Additional Help? Review our FAQ or Contact page.

       

 

 

Contact Us

Can't find what you need in our learning portal FAQ (frequently asked questions)? Please contact us with your question/issue.

For general questions about ADCES online learning, contact as at membership@adces.org. Our membership team can help you with:

  • Issues with logging into your ADCES profile
  • Registration for online learning
  • Overall course information
  • Info about your continuing education (CE) credit

If you're having trouble accessing your learning activity, contact us at education@adces.org. Be sure to include:

  • The page or slide that you access when the trouble occurs  
  • Any error messages that you might receive
  • The brower that you're using (ex. Chrome, Firefox, Edge, Safari, etc.)
  • The time/date (include timezone) that you accesed the learning materials
  • Note: Sending us a screenshot can often help us to troubleshoot 

 

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