Customer Support: 01235847393

  Customer Support: info@psychotherapyexcellence.com

  Technical Support: support@psychotherapyexcellence.com

Solutions and FAQ

Technical Issues


  • 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.
  • My Video isn’t loading. Try refreshing your viewer by going to the Help tab in the viewer and clicking on the "Reload Viewer" button. This "Reload Viewer" button may also be 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 you are still having problems, please contact the Help Desk at psychotherapyexcellence@ce21.com or 01865 428 649
  • What do I do if I can’t hear the audio? Please click on the "Reload Viewer" button located with the blue buttons along the lower left corner of the video viewer page, it is also located under the Help tab in the video viewer page and 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 psychotherapyexcellence@ce21.com or at 01865 428 649
  • 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. 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. CONSISTENT VIDEO PLAYBACK ISSUE STEP #1: LOCK ONTO THE LEAST DEMANDING VIDEO STREAM You may be having intermittent issue 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 "180" to lock your video onto the least demanding video stream. If video playback issues continue - move onto Step #2 below 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 and quicker option is to try switching to a different browser than the one you're currently using to continue viewing the program. If you're on Internet Explorer or Safari - try switching to view the program on Google Chrome browser (or vice versa). Other popular browsers such as Opera and Firefox are compliant with program playback. Switching to a different Internet browser to resume playback resolves the vast majority of playback issues. If playback issues continue, then please reach out to customer support for further assistance.
  • Who do I contact if I still have questions? If you still have questions, please click Contact at the top of the page. barnardos.psychotherapyexcellence.com/Contact

Billing/Accounts/Certification


  • How do I receive a CPD certificate of completion? For Live In-Person Events, you only need to complete the evaluation to receive your CPD certificate. For Live Video Webcasts and Digital Recordings, 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 your CPD certificate. 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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