My connection is intermittent or I keep buffering!

FAQ | Webinars

If the webinar is buffering, stutters, lags or the video and audio are out of sync or freeze, poor internet connectivity is likely the problem.

You can start by running a speed test using https://www.speedtest.net/ or https://speedtest.cpetoday.com/

Our experience suggests that speeds below 20Mbps are not adequate for two-way interaction.

Troubleshoot connection issues:

Wi-Fi connections:

If your internet connection is consistently intermittent, this could be caused by your Wi-Fi router. Try the following steps:

Restart your modem and router by unplugging them for about 10 seconds
Check that all wires and cables are intact and tightened
Check for any outages from your service provider
Try moving your modem to a better spot
Look for other connections that could be using bandwidth such as other users on your network streaming videos or games.
Consider replacing your modem and/or router if they are fairly old

Using Hotspots:

Generally, hotspots only have a fraction of the connectivity of a traditional carrier and not the best for live-streaming video. Any interruption to the hotspot will cause the video to disconnect and cause buffering. If possible, use another internet option with a minimum of 8 Mbps.

If your connection is good:

Try refreshing the screen using your browser refresh or CTRL-R
Check if you are on a company VPN, that can sometimes impact your connection.

Why did I lose my audio?

FAQ | Webinars

If you are experience lost or intermittent audio, first confirm the presentation audio is not muted:

If the audio is not muted, you can take the following steps:

Check your computer’s audio settings:
Ensure your computer’s sound system is working correctly. Check the volume levels and make sure your system is not on mute.

Check your internet connection as this can also cause audio issues. Use https://speedtest.cpetoday.com to check that you have a stable and strong internet connection. If your internet is slow, try disconnecting other devices from the network or closing unnecessary applications.

Reconnect to the webinar:
If you’re still experiencing issues, try leaving and rejoining the webinar. This can often resolve any temporary glitches.

Use a different device or browser:
If the issue persists, try joining the webinar from a different device or browser.

Please do not hesitate to reach out using the Support Chat if you need further help.

Why am I showing up as “Unknown User”?

FAQ | Webinars

It is essential for our system to recognize you in order for you to receive credit for this course.

If you are appearing as an “Unknown User”, please re-enter the webinar using the link provided in your registration email.

Alternatively, you can visit your user event portal at https://bit.ly/k2-portal and enter your email address.

By launching the webinar from your registration email or the event portal, the system will recognize you.

If you encounter any difficulties or issues during this process, please don’t hesitate to reach out. Our team is ready to assist you. You can use the support chat in the webinar or open a support ticket for further assistance here: https://support.cpetoday.com

Why am I not receiving the attendance prompts?

FAQ | Webinars

Attendance and participation is tracked using timed prompts that will display on your screen during specific intervals in your live training sessions. Acknowledging these prompts allows CPE Today to capture attendance records for NASBA compliance and for issuing certificates.

These prompts can be impacted by certain conditions so if you are not seeing them, you can check the following:

Check your device clock! Our attendance verification system requires your computer to have the correct time. If not, it will cause tracking issues throughout your session. If your system time is off by more then four minutes, it will cause issues with you receiving the attendance prompts. Check current time to be sure your device time matches.
Disable Pop-Up Blockers: Pop-up blockers can obstruct our pop-ups from appearing. Navigate to your browser’s settings to disable these. This option is usually under ‘Privacy’ or ‘Advanced’ settings. Please remember to re-enable the blockers for your online security.
Whitelist cpetoday.com and live.cpetoday.com: Certain settings or software may block particular websites. Ensure that cpetoday.com and live.cpetoday.com are whitelisted in these settings, usually found in your browser’s privacy’ settings or your security software.
Check Your Firewall Settings: Firewalls can interfere with certain site functions. Consider temporarily disabling your firewall to check if the pop-ups appear. Remember to reactivate your firewall afterwards to ensure your system’s security.
Disable Tools like Pi-Hole: If you’re using tools like Pi-Hole or other ad-blockers, these may interfere with our website’s functionalities. Try disabling these tools temporarily to see if it resolves the issue.
Use a Modern Browser: We recommend using a modern version of Chrome, Firefox, Safari, Edge, or Opera web browsers to ensure compatibility with our website. These browsers are updated frequently to support the latest web technologies.
Update Your Browser: Along with using a modern browser, keep it up-to-date. An outdated browser may cause display issues. You can usually find updates in the ‘About’ or ‘Help’ section of your browser’s settings.
Switch Browsers: If the issue persists, it might be a browser-specific problem. If you are using Chrome, consider switching to Firefox, Safari, Edge, or Opera, or vice versa. Always ensure that you’re using the latest version of whichever browser you choose.
Ensure Adequate Internet Connection: A stable and robust internet connection is crucial for an optimal browsing experience. We recommend a broadband internet connection with a minimum speed of 8+Mbps, though a speed of 10+Mbps is ideal.
Restart Your Computer: Sometimes, simply restarting your computer can resolve many issues. It refreshes the system and removes any temporary files that might be causing problems.
Use Different Devices: Try accessing our site from a different device such as another computer, a tablet, or a smartphone. Ensure the device is updated and uses a modern, updated browser for the best results.
Clear Your Browser Cache: Over time, your browser accumulates data that can interfere with site display. Clearing your browser’s cache and cookies can provide a fresh slate and often resolves the issue. This option is usually found in your browser’s ‘Settings’ or ‘History’ menu.
NOTE: If using an Apple device with Safari, there can be potential issues with attendance prompts. Recommend using another browser on your device such as Chrome. If using Chrome, you should take these steps to disable pop ups:
- On your iPhone or iPad, open the Chrome app .
- Tap More Settings .
- Tap Content Settings. Block Pop-ups.
- Turn Block Pop-ups on or off.

When can I expect to receive my certificate?

FAQ | Webinars

The delivery of your certificate primarily depends on the platform where you procured your course from.

State Society of Organization:
If you have enrolled in your course from a society or organization, we advise you to reach out to their respective helpdesk or customer service department within 24 hours upon completion of your course.

If your course was purchased from K2 or CPE Today: your certificate will be readily accessible in your user portal. Please note that it may take until the end of the day for the certificate to be visible in your account. You can access your CPE Today user portal using the following link: https://www.cpetoday.com/app/

Please ensure that you have satisfied all the course requirements to avoid any delays in the issuance of your certificate. Our team is always ready to assist you with any queries or challenges you may encounter.

Should you encounter any difficulties or issues, we’re here to help. You can open a support ticket for further assistance here: https://support.cpetoday.com/

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