Customer Support: 1300 887 622

  Customer Support: info@PDPseminars.com.au

  Technical Support: pdp@ce21.com

Solutions and FAQ

Technical Issues


  • My Video isn’t loading. Try refreshing your viewer by clicking on the "Reload Video" button. This "Reload Video" button, it looks like this: You may also want to try closing the viewer window and re-launch the viewer from your, 'My Account' page. 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 and quicker option is to try switching to a different browser to continue viewing the program. If you're on Internet Explorer - try switching to view the program on Google Chrome browser. Other popular browsers such as Safari and Firefox are compliant with playback. Following this step resolves the vast majority of playback issues. If you are still having problems, please contact the Help Desk at psychotherapynetworker@ce21.com or (877) 602-9877.
  • What do I do if I can’t hear the audio? Please click on the "Reload Video" button located with the blue buttons along the lower left corner of the video viewer page, it looks like this: If the issue continues: Please try the below suggestions to troubleshoot your audio issues. First, please open a new tab (CTRL + T in most browsers) in your browser and go to youtube.com and click on any video to confirm you're able to hear audio. This can confirm whether this lack of audio is an issue with your machine or with the program. If you are not able hear audio on a YouTube video the issue is with the audio settings on your computer/device. Try closing the viewer tab, returning to your online account and launching the viewer again by clicking the green Launch Viewer button under the title of the course. External Speakers 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. System Volume There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers. If you click this icon you can adjust your overall system's sound settings. If none of these solutions work and you need assistance, do not hesitate to contact Customer Support at psychotherapynetworker@ce21.com or at 877.602.9877
  • My video is stuttering, buffering or not playing correctly. Please try refreshing your viewer by clicking on the "Reload Video" button. This is located at the bottom of your video viewer page and looks like this: You may also want to try closing the viewer window and re-launch the viewer from your, 'My Account' page. 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 and quicker option is to try switching to a different browser to continue viewing the program. If you're on Internet Explorer - try switching to view the program on Google Chrome browser. Other popular browsers such as Safari and Firefox are compliant with playback. Following this step resolves the vast majority of playback issues. If the issue continues, please contact us immediately at Customer Support at psychotherapynetworker@ce21.com or 877.602.9877

Preparation for a webcast


  • How long will I have access to a webcast? For individuals participating in a webcast, you will typically have access to the archived version for 3 months from the time the webcast took place. The archived version of the webcast typically becomes available within three weeks of the initial broadcast.
  • How do I access the Course Materials? Course Materials can be accessed from your user account or from the viewer. The instructions for both have been listed below. Accessing materials from your online account: Under Pending or Completed Seminars, locate the name of the webcast you've registered for. Underneath the seminar title, there will be a "Handouts" button. Click on it to open the Handouts dialog. A new window will appear with a list of hyperlinked course materials. Click the hyperlink for each handout you would like to download. Upon clicking on a handout, the file may automatically download or you may be asked whether you want to Open or Save the file(s). If you choose Open, the handout will be opened as soon as the download is complete. If you choose Save, ensure that you know where you save your downloaded files by default. For most people, this will be on your Desktop or in your My Documents folder. Downloads will often show at the bottom left of your browser window. Accessing materials from the viewer: Click the 'Materials' tab located on the upper right hand corner of the viewer. Once the 'Materials' tab is open, a list of hyperlinked course materials will be displayed. Click on the hyperlink for each handout you would like to download. Upon clicking on a handout, the file may automatically download or you may be asked whether you want to Open or Save the file(s). If you choose Open, the handout will be opened as soon as the download is complete. If you choose Save, ensure that you know where you save your downloaded files by default. For most people, this will be on your Desktop or in your My Documents folder. Downloads will often show at the bottom left of your browser window. If you are having trouble finding the file or don’t think it is being downloaded, please contact your System Administrator for help.
  • Who do I contact if I still have questions? If you still have questions, you can contact us by phone or email. Account Support: Phone: (888) 851-9498 Email: customersupport@pesi.com Technical Support: Phone: (877) 602-9877 Email: psychotherapynetworker@ce21.com

Billing/Accounts/Certification


  • How do additional participants obtain CE? Additional Participant CE is available on nearly all of our online products. You can verify that the product offers Additional Participant CE by checking the Product. If Additional Participant CE is offered, you will see it below the price of the event. If it is not listed, the product does not offer Additional Participant CE. Each additional participant looking to obtain CE should follow these instructions: If the online product offers Additional Participant CE, you will find the Additional Participant CE test available in the Additional Participant CE catalog. Each additional participant will need to purchase the appropriate test for the course in which they participated. Additional Participant CE can only be fulfilled after the event, but you can purchase before the course takes place. You will need to provide the name of the person that purchased the original course.
  • What do I do if I need to change courses, cancel my order or get a refund? To change courses, cancel an order, or get a refund, please send an email to support@pesi.com with your name, email address, confirmation number, name of webcast or product, date of purchase, date of webcast (if it was a live event), and issue. We will handle your request within 1 business day and confirm via email.
  • Can I pay by check or PO? For questions about payment methods other than online payment via credit card, please call 1-800-844-8260. Support staff will be available to answer any billing questions 7 a.m.-5 p.m. Central Time, M-F.
  • How do I receive a CE certificate of completion? In most cases, there will be a quiz at the end of the course. This quiz will be based on content covered during the course and will need to be completed to receive certification. To complete your certification requirements and to download or email your certificate, start on your, ‘My Account,’ page: Click on the orange button with a star, similar to the image below: This will launch a certification window with sections that can be expanded to complete. After all of the tabs are green, opening the last tab will let you download your certificate to print or email.

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