What Do I Need To Do Receive A Certificate of Completion?To receive a certificate of completion, you will need to keep track of four unique codes. These will be displayed in the upper left corner of the viewer, and each code will be repeated at least once. If you are missing one or more codes, please contact support at (877) 602-9877 or help@acpen.com.
Once the webcast is complete, navigate to the Certificate tab and select Participation Codes. Enter the codes in the order you viewed them and hit 'Submit'. Once the codes have been accepted, click on 'Download Certificate' and you will have the option to either download or email yourself a copy of the certificate.
I Missed A Code/Can't Access My CertificateIf you missed a code, continue saving the codes you do see through the remainder of the presentation. If you have trouble completing certification for any reason, then please reach out to us at (877) 602-9877 or help@acpen.com for assistance once the presentation has ended.
Trouble Signing In?(1) If you are receiving the below error message when trying to sign in on this website to view online education:
Please ensure you have no typos in your entered customer account email address.
Please note that while you may have an existing customer account under your state association’s website, a customer account on this website will be a separate account. You are safe to create a new customer account by clicking on “Sign In” and clicking on the “I am a New Customer” button.
(2) If you are receiving the below error message when trying to sign in on this website to view online education:
Please ensure you have entered your password in correctly and you do not have CAPS Lock engaged on your keyboard
Please reset your password by clicking on the "Forgot Password?" link
OR
Click the "Send Email Login Link" button which will email you a link for a password-free sign-in.
If you don’t know what your user information is, or it isn't working for you, please contact the Help desk at (877) 602-9877 or help@acpen.com to have your login information reset.
How do participation codes work?Letter codes are shown throughout certain types of programs (such as Live Webcasts) to confirm attendance to complete Certification. For all ACPEN live webcasts and live webcast replays, there will be 3 attendance codes shown per hour. Each letter will display twice. If the program uses participation codes, there will be an introduction video that plays at the very start of your program explaining how these codes work.
Selecting the, ‘Save Letter Code,’ button will save this code in the Participation Code section of your Certification process. However, if you select, ‘Save Letter Code,’ and the code was scheduled to display an additional time, you will not see the repeated display as you have already acknowledged and entered the code.
We also recommend writing down each of these participation codes as well. Saving the letter code is for your convenience, but knowing the codes proves attendance.
Technical Issues
My video is stuttering, buffering or not playing correctlyThere 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 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 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 HD text 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 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 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 to view 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.
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..
If any video playback issue persists, please contact Support for further troubleshooting.