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  Customer Support: (877) 602-9877

  Customer Support: support@centerforanimallawstudies.org

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Solutions and FAQ

Billing/Accounts

  • Trouble Signing In? If you have registered for a course on this website, enter in the email address and password you provided when you signed up. If you were signed up by someone else or have forgotten your password click on the 'Forgot your password?' link on the login page. If you have forgotten your user information or you are encountering an error contact support at (877) 602-9877
  • I Need To Change/Cancel/Refund My Course To request a change/cancellation/refund of your course, you will need to contact support at 877-602-9877 or support@centerforanimallawstudies.org. We will need the following information: Email Address Date & Name of Webcasts
  • Is Payment By Check or Purchase Order Accepted? No. We do not allow payment by check or purchase orders at this time. We apologize for any inconvenience.

Preparation for Viewing

  • How Do I View The Program? Click on your account name above, you will be redirected to your account. If you are not logged in, click on the 'Sign In' link above to sign in. Click on the 'Launch Viewer' button underneath the title.
  • 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. Unfortunately some speakers do not release their slides for download, so they will not appear under the 'Handouts' button. If you feel you are missing course materials in error, please contact support at support@centerforanimallawstudies.org or (877) 602-9877
  • Can Programs Be Viewed On Mobile Devices? Yes, mobile viewing is fully accessible on all iOS and Android devices. This can be download via the below links: Once the app is installed, log into the app using the same email and password you used to access the website.
  • Can I Stop & Start My Courses At Any Time? Yes, for all on-demand classes you may pause the viewing and even re-open the viewer and the program will remember where you left off.

Technical Issues

  • My Video Is Stuck Or Has Stopped Playing Please try using the "Reload Video" button that is located at the bottom left corner of your program viewer. If you continue to run into issues, then you may want to try refreshing your entire viewer browser tab by going to the Help tab in the viewer and clicking on the "Reload Viewer" text.
  • I Can See The Video, But I Can't Hear Anything Please try work through the following steps to troubleshoot audio problems: 1. Click the "Reload Video" button located at the bottom of the video viewer page. 2. Open a new tab (CTRL + T in most browsers), go to youtube.com in the new tab, and play any video. If you are unable to hear the audio of the YouTube video, the issue is with the audio settings on your device. 3. 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. 4. Check your speakers: a. External speakers: Confirm speakers are plugged in and powered on. Confirm the volume button is turned up on the speakers. Confirm that the speakers are plugged into the correct port on the back of the computer. b. Internal speakers: There is often a "mute" key on the keyboard for muting audio on laptops. Try clicking the mute key and/or the volume UP key. 5. Check system volume: There is a speaker icon next to the clock in the lower, right corner of the screen on Windows computers. Please click the icon, and try to increase the volume level on your computer. If none of these solutions work, please contact us at support@centerforanimallawstudies.org or (877) 602-9877 for technical assistance.
  • My video playback is stuttering, buffering, or playing poorly There 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 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. 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 gear icon 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 gear icon 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 and viewing 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. ​If any video playback issue persists, please contact Support for further troubleshooting.
  • Who Do I Contact If I Still Have Questions? If you still have questions, you can contact us at support@centerforanimallawstudies.org or (877) 602-9877 for technical assistance.

Certification

  • How Do I Access My Certificate? If you are viewing this from the website: Click on your account name above, you will be redirected to your account. If you are not logged in, click on the 'Sign In' link above to sign in. Your course will be located under the My List tab. Click on the 'Certificate' button and navigate to 'Download Certificate', you will have the option to download or email your certificate. You may first be required to swear to an affadavit or complete an evaluation in order to receive your certificate. If you are viewing this from the webcast viewer: Once the program has finished, click on the 'Certificate' tab. You will have the option to download or email your certificate. You may first be required to swear to an affadavit or complete an evaluation in order to receive your certificate.

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