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Technical Support

Below are common support questions when using our site and products. If you do not find the answer to your question here, please contact us for further assistance. Please note that the scope of technical support we offer is limited to our product line. We are unable to provide support for software applications. Please contact the manufacturer for questions related to other products.

Managing Your Account

You may access your account by clicking on the "Member Login" link in the upper-right corner of any page on our site. You may access that page directly here.

You may recover your lost username or password here.

First, log into your account by clicking on the "Member Login" link in the upper-right corner of any page on our site. You may access that page directly here.

Once you are logged in, you can access any digital downloads you have purchased by clicking the "Digital Downloads" link in the "Account Home" area. This area also provides links that allow you to view and update your account information and manage your subscriptions. Your online courses will be listed in the "Active Online Courses" area at the bottom of the "Account Home" page. Simply click on a course to get started.

If you ordered a Product Key Card, please refer to the instructions included in your PKC package and begin your download process here.

If you ordered a digital download product from our website, you can access it from your account. Log into your account here. Once you are logged in, you can access any digital downloads you have purchased by clicking the "Digital Downloads" link in the "Account Home" area.

Next, click the "Download this file" link under the product you wish to download. Click "Save" when prompted to begin the download. The file will begin to download to your computer's default download location (usually your "Downloads" folder of your C drive).

The downloaded file will be a .zip file. This is a compressed file due to the size of the video lessons. Download times will vary depending on your internet connection. Once the .zip file is downloaded, continue the installation based on your operating system below.

PC INSTALL:

1. Navigate to the downloaded file's location on your computer.
2. Next, you must extract the files. Right-click on the zipped folder and choose "Extract" or "Extract All" from the menu that appears by left-clicking on it. Select a destination folder for the extracted files using the "Browse" button. When you are ready, click "Extract".
3. Once the files are completely extracted, navigate to the new UNZIPPED folder in the location where you saved it. Double-click on the application icon (a blue "U") to launch the program.
4. You can right-click on the application icon from Step 3 and choose "Send To| Desktop (Create Shortcut)" to add a desktop shortcut to run the course in the future.

MAC INSTALL:

1. As your product downloads, the folder should be automatically uncompressed by the OSX system.
2. After the download is finished, open the "Downloads" folder within the "Finder" program. One way that this can be accomplished is by holding down the "Ctrl" key on your keyboard and then clicking the "Downloads" folder icon within the Dock at the bottom of the desktop. Then click the "Open Downloads" command in the pop-up menu that appears.
3. You should see your product folder displayed within the "Downloads" folder. Double-click or single-click the product folder, depending on your view of the "Downloads" folder, to open it and to view its contents.
4. Find the "Application" icon within this folder (it looks like a white "U" within a large blue circle). Then right-click or hold the "Ctrl" key down and left-click this icon to display a pop-up menu of choices.
5. Select the "Open" choice from the pop-up menu.
6. A message box may appear, informing you that the program is created by an unidentified developer and asking if you wish to open it. Click the "Open" button within this dialog box to continue and open the product. Note that this message box will only appear the first time you open the program.
7. In the future you may simply double-click the icon in order to open the program.

The license allows for installation to a single device for use by a single user.

Yes. If you purchased a download product from us, your purchase automatically comes with a one year product protection plan. Within one year of your purchase date, you may re-install the product to a recovered or repaired machine or transfer the license to a new device. After one year, the downloads are no longer be available.

Technical Support Running Products

Screen Resolution:

Recommended minimum screen resolution of 1280x720

Software:

Adobe Reader 11 and higher (free download)

Browser:

Internet Explorer, Firefox, Safari and Chrome (most recent versions recommended)

Note: Firefox on Windows XP is not supported.

Internet Connection:

We recommend a broadband connection (DSL or higher) for best performance.

Operating System and Hardware:

Windows or MAC

Sound card

Speakers or headphones

PC:

450 MHz Intel Pentium Processor (or equivalent) and later

Windows 98 or later

Macintosh:

500 MHz Power PC G3 and later

Mac OS X 10.1 or later

128 MB RAM

256 color SVGA capable of 1280x720 resolution

Sound Card

Speakers or headphones

PC:

450 MHz Intel Pentium Processor (or equivalent) and later

Windows 98 or later

Macintosh:

500 MHz Power PC G3 and later

Mac OS X 10.1 or later

128 MB RAM

256 color SVGA capable of 1280x720 resolution

Sound Card

Speakers or headphones

Internet Connection:

We recommend a broadband connection (DSL or higher) for best performance.

Our courses are optimized for best viewing at a screen resolution of at least 1280 x 720. This allows you to see the entire training interface, as well as the video lessons. Please adjust your screen resolution to at least 1280 x 720.

MAC Users with Retina Display: If the training interface jumps to the upper-right corner of your monitor and is only partially visible::

This is a known issue with a few select models of Macintosh computers with an older version of our interface. Please contact us for a replacement.

If you are experiencing a conflict with your copy of Adobe Reader, you may need to install the latest version of the software or re-install the program. You can do that for FREE at www.adobe.com. Installing the latest version or uninstalling Adobe Reader from your computer and re-installing it usually fixes any problems.

Verify that your sound is turned up and that your speakers or headphones are plugged in completely. If after checking these, you are still unable to hear the audio but can hear other sounds not related to the course on your computer, please contact us.

Please follow the steps below to troubleshoot your problem.

1. Make sure that your computer meets the minimum system requirements.

2. Check the contents of the disc. Open the contents of the disc by looking in the drive on your computer after you insert it into your DVD-ROM drive. (In Windows: Double-Click on "Computer" on your Desktop. Right-Click on your Disc Drive. Left-Click on "Explore".) Double-Click on the application icon (a blue "U"). The training interface should launch at this point.

3. If the training will still not run, please try it on a different computer to rule out a problem with your computer. If the training runs on a different computer, the problem is with your hardware. If the training still will not run on another computer, please contact us.

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