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SOLUTIONS AND FAQ

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MY ACCOUNT

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 * My video playback is stuttering, buffering, or playing poorly There are a
   couple 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 supported by
   Microsoft and is also no longer supported for program playback. If you are
   unsure of what Internet browser you are using, you can check by visiting this
   link. If you are on Internet Explorer, we recommend you switch to Microsoft
   Edge TEMPORARY VIDEO PLAYBACK ISSUE If your video has stopped momentarily and
   this issue isn't occurring consistently, please click on the "Reload Video"
   button at the bottom left corner of your viewer. If a video playback issue
   consistently repeats - see below section. If The Reload Video button does not
   seem to resolve the issue, 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 onto the lowest video stream that may smooth out your video playback
   experience. Hover your mouse over the video player Hover your mouse over the
   HD text at the bottom right of your video player Select the lowest quality
   (lowest number) available. In the below screenshot the lowest quality is 180.
   If video playback issues continue - move onto Step #2 below PLEASE NOTE: If
   you are on a Mac device and/or using Safari, the HD button 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 on 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 to view the program on
   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. Internet Explorer is no longer a supported web
   browser. If you are attempting to view the video content using Internet
   Explorer, you will need to switch to another browser such as Microsoft Edge,
   Google Chrome or Firefox. If any video playback issue persists, please
   contact Support for further troubleshooting.
   
   --------------------------------------------------------------------------------

TECHNICAL ISSUES

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 * 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 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 in 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.
   
   --------------------------------------------------------------------------------

 * 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 are all
   supported. We recommend Windows 8.1 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,
   Internet Explorer, MS Edge, Safari and Opera We recommend the latest versions
   of Google Chrome and Firefox Quantum for the best viewing experience. Close
   this section + INTERNET CONNECTION Streaming programs 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 Citrix 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
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TEXAS NURSES ASSOCIATION

Texas Affiliate of ANA | 4807 Spicewood Springs Rd., Bldg 3, Suite 100, Austin,
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