Having trouble viewing your purchased webcast or self-study video? Reference these tips and instructions to resolve your issue, or contact Customer Care for assistance. Online chat is also available via the orange button in the lower right of your browser window.

Nothing happens when I click the webcast link in My email. What should I do?

If you’re unable to begin your course, check if you have a pop-up blocker turned on. If your pop-up blocker is turned off, and you still aren’t able to view a course, you may not have the necessary software installed or your system might not meet the minimum system requirements. Please read the system requirements below and, if necessary, check with your IT administrator. 

Why am I getting a message that Says I can’t connect to the server?

First, check your internet connection. If your connection is working, you, your organization, or location’s network might have internet security policy that might be preventing your computer from accessing our webcast service. Disabling or bypassing firewalls can be somewhat complicated—please check with your IT administrator for details on how to resolve this issue. 

I’m having trouble with my Internet connection. What should I do?

We recommend you not use wireless or dial-up connections when accessing webcasts through our system. Check all your cables, close all browser windows, and try again. If you’re still having difficulty, please contact your network administrator. 

Why does my video keep pausing/skipping/cutting out?

You do not have a fast enough internet connection. Make sure you have no other tabs or windows open that may be slowing down your internet speed. Try connecting your computer directly into an Ethernet cable. If hard wired, use Chrome as your browser.

What is Adobe Connect and how do I get it?

Adobe Connect is the software we use for webcasts. You can test your system and ensure you have the required plugins here. This link will tell you if additional software or add-ins are needed to watch our webcasts (and will have you install them directly from the link).

How do I get Adobe Flash for my computer?

You can download the required Flash players by going to the Flash and Adobe links and downloading them. Be sure to uncheck the “Install Yahoo Toolbar” box during the installation process. Click the “Install Now” button. After downloading the Flash players, close your internet browser, and open a new window.  

What browsers do you support?

We currently support the latest versions of Internet Explorer, Firefox, Safari, and Chrome. You can use these browsers on either a Windows or Mac platform. We strongly suggest you use Chrome for watching webcasts. The browser can be downloaded for free here.

We are currently unable to support webcasts on mobile devices.

I can’t hear the audio portion of the webcast. What’s wrong?

First, make sure your computer has internal or external speakers. Once verified, check your volume settings. To check your computer volume, adjust the volume slider and make sure “mute” isn’t activated. You may also need to test your external computer speakers and adjust the volume settings on them. 

The audio and video keep cutting out. What should I do?

Make sure you don’t have any other browsers or internet applications open, and that you have a sufficient, stable connection. If your computer is connected wirelessly, please consider connecting it via an Ethernet cable. If you continue to have problems, please call us at (800) 822-4194. 

What are the system requirements to view a webcast?


• Use of Internet Explorer 8+, Firefox, or Safari, Chrome.
• Security and privacy settings set to allow Adobe Connect to run.
• Flash security settings set to allow communication with Adobe Connect servers.
• Pop-up blockers set to allow Adobe Connect domains.
• Adobe Flash plug-in version 8 or higher installed.
• Screen resolution of 1024 x 768 or better.
• Speaker or headphones and a sound card capable of playing streaming audio.
• Processor speed of 1.0 GHz or better with 256 MB RAM.
• 1.0mbs Internet connection per session of the webcast.

To learn more, visit Adobe.

What does it mean if I hear an echo?

You may have two webcast windows open. Hit ALT+TAB to cycle through open windows and close the extra webcast. 

I am getting an error message from Adobe Connect. what do I do?

Please contact Western CPE via our online chat and ask for a guest login link. You will be provided with a secondary link allowing you to enter the webcast without having to sign into your account. 

Unable to access webcast due to adobe connection un-authorization because of Firewall

Contact us online and ask for a guest login link. You will be provided with a secondary link allowing you to enter the webcast without having to sign into your account. 

I’m not seeing any pop-ups/prompts checking my attendance

If you are using a mobile device to attempt to view the webcast, please switch to an approved device. Mobile devices are not compatible with webcast requirements.

If you are still not seeing attendance pop-ups, please contact Western CPE via our online chat.

The Classroom Link on my account says “If there is no link below then the course has already happened.” but, the webcast hasn’t happened yet.

Please contact Western CPE via our online chat. You will be provided with a special link for you to enter the webcast.

I never received a reminder email and cannot access the webcast.

To access your webcasts online, follow the directions below:

  1. Go to WesternCPE.com
  2. At the top right side of the page, click “LOG IN”
  3. On the next page, enter your email and password
  4. Once logged in, click My Account and select Access My Courses
  5. Click on the title of the desired course
  6. Scroll down the course page and you will find the Webcast Classroom Link, click this link to enter Webcast

What happens if I fail a webcast?

“Failure” means you failed to verify your attendance 70% of the time, but individual state requirements may vary. If you fail a webcast, you will not receive a refund. However, you may take another webcast worth the same number of CPE credits within the same calendar year. Western CPE will make every effort to award a reasonable and fair makeup webcast at no additional charge. Please call (800) 822-4194 to schedule your makeup webcast.  

What happens if I fail a Federal & California Tax Update webcast?

If you fail a Federal & California Tax Update webcast, you will not receive a refund; however, you may attend another Federal & California Tax Update webcast or a Federal & California Tax Update seminar. “Failure” means you failed to verify your attendance 70% of the time, but some state requirements vary. If there isn’t another Federal & California Tax Update webcast available within the same calendar year, you may attend any other webcast within the year of your original webcast. Please call (800) 822-4194 to schedule your makeup webcast. This offer does not apply toward attendance at a live Federal & California Tax Update seminar. 

You must attend all webcast sessions to receive CLE credits.

 


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