I am having trouble logging into my customer account(1) If you are receiving the below error message when trying to sign in
Please confirm that your customer account email address is entered in correctly
Your account may be under a different email address that you own
You do not have a customer account under this specific catalog at https://pca.ce21.com. You can create a new customer account by following this link
(2) If you are receiving the below error message when trying to sign in
Please confirm you have entered your password in correctly and do not have CAPS Lock engaged on your keyboard
Please reset your password by clicking on this link and entering in your customer account email.
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, please reach out to customer support for further assistance or to have your login information reset.
How do I update my email address or password on my account? UPDATE EMAIL ADDRESS
To update your email address, please log into your customer account and select the “Change Email" button below your profile photo.
Enter your new email address then enter it a second time to confirm it, and click the "Update Email" button
UPDATE PASSWORD
To update your password, please log into your customer account and select “Change Password” button below your profile photo.
Enter your new password, enter it again and click the "Update Password" button
I am not receiving a reset password emailRESET PASSWORD VIA BROWSER
When requesting a password reset, it can take up to 5-10 minutes to appear in your email.
Be sure to check your junk/spam folders in your email client.
If you still haven't received the reset password email after 10 minutes and checking your junk/spam filter, please contact support or see the SMS solution below.
RESET PASSWORD VIA CELL PHONE/TEXT MESSAGE (SMS)
If you have your mobile phone number already entered into your customer account, you can additionally send a password reset code to your cell phone via text message (SMS)
The below image will show when you follow the Reset Password process and have your mobile phone number previously entered into your customer account:
Technical Issues
My video is stuck or has stopped playingIf your video has dropped audio or has stopped playing altogether, please try refreshing your entire viewer page by going to the Help tab in the viewer and clicking on the "Reload Viewer" text link to refresh the page and reload the program.
If you are unable to locate the Help tab on the video viewer page, please locate and click the Reload/Refresh icon on your web page. The reload/refresh icon is usually a clockwise turned arrow icon located near the web address on the web page.
If reloading the page, as shown above, does not resolve the issue, you may try closing your web browser entirely and reopening it and navigating back to the program, and relaunching the program.
I can see the video, but I can't hear anything (or very low audio)Please Note: If you are logging into a computer remotely using VPN, Citrix, or a cloud-based work environment, you may not hear the audio, so please log directly into your account page not using a remote environment.
If you are not connected using a remote environment, Please try the below suggestions to troubleshoot your audio issues.
First, please try refreshing your entire viewer page by going to the Help tab in the viewer and clicking on the "Reload Viewer" text link to refresh the page and reload the program.
Please Note: that if you are viewing the program using the Microst Edge or Firefox browser, the audio can be muted and unmuted from the video viewer tab.
If the issue continues - please see troubleshooting steps below:
THE YOUTUBE TEST
If there is very low or no audio coming through your program, please click on this link to open youtube.com in a new window and click on any video on the main page to confirm you are able to hear audio. This can confirm whether this lack of audio is an issue with your computer or within the program.
I HEAR AUDIO ON YOUTUBE VIDEO BUT NOT IN MY PROGRAM!
WINDOWS SYSTEM VOLUME
There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers.
Right click your mouse on the audio Speaker Icon
Click on "Open Volume Mixer" option
VOLUME MIXER
NOTE: You can resize the Volume Mixer by pulling the edge of the window so you can see ALL applications using audio on your computer.
Confirm the Device (leftmost item) has volume slider pulled all the way to the top
Confirm all audio icons under all applications are not muted.
I DO NOT HEAR AUDIO ON YOUTUBE (OR VERY LOW AUDIO) VIDEO EITHER
If you are not able hear audio on a YouTube video the issue is system-wide with your computer/device.
External Speakers (Desktop or Laptop)
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.
VIRTUAL ENVIRONMENTS (CITRIX E.G.) / REMOTE DESKTOP
Watching through a remote desktop or virtual environment such as via Citrix can cause video playback issues or a lack of audio to be transmitted.
If the issue continues, please reach out to customer support for further assistance.
My video playback is stuttering, buffering, or playing poorlyThere 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.
How do I Enter or Exit Full Screen Video Playback in the Program Viewer?This article describes how to enter and exit full screen video while in the program viewer in your Internet Browser. If the program has slides, these will still be visible as a picture-in-picture (PIP) experience which can be moved and resized to your preference.
ENTER FULL SCREEN VIDEO
To enter full screen video playback:
Hover your mouse over the video playback to see overlays appear on the bottom of the player (like Youtube)
Click on the "Fullscreen" overlay icon in lower right corner of the video.
EXIT FULL SCREEN VIDEO
To exit full screen video playback:
Hover your mouse over the video playback to see overlays appear on the bottom of the player (like Youtube)
Click on the "Non-Fullscreen" overlay icon in lower right corner of the video.
Alternatively, you can click on the ESC key on your keyboard to exit full screen video.
ENABLE FULL SCREEN VIDEO
EXIT FULL SCREEN VIDEO
Alternatively, you can click on the ESC key on your keyboard to exit full screen video.
Product Access
Do I need special equipment / What are minimum specs needed to view programs? You can test your internet connection & system by clicking on this link (which will open a program viewer in a new tab). You should see a test video, hear audio and see a test PowerPoint slide. If you are having trouble with the test video buffering or not playing, please feel free to contact Customer Support for assistance.
While viewing programs is compatible with a wide variety of operating systems, browsers and internet connections, below are some suggestions to better assure compatibility and a better viewing experience.
If you are unsure on what browser and/or operating system you are on, you can click on this link (Windows 10 may show as Windows NT 10.0)
***Click on each panel section below to view the related suggested minimum system specs ***
+ OPERATING SYSTEM
Windows
Windows 7, 8, 8.1, 10 & 11 are all supported.
We recommend Windows 10 and above for the best compatibility and viewing experience.
Mac OS
Mac OS X 10.12 (Sierra), Mac OS X 10.11 (El Capitan), Mac OS X 10.10 (Yosemite), Mac OS X 10.9 (Mavericks), Mac OS X 10.8 (Mountain Lion), Mac OS X 10.7 (Lion) & Mac OS X 10.6 (Snow Leopard) are supported
We recommend Mac OS X 10.9 (Mavericks)and above for the best compatibility and viewing experience.
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+ INTERNET BROWSERS
We support all major browsers including Google Chrome, Firefox Quantum, MS Edge, and Safari
We recommend the latest versions of Google Chrome and Firefox Quantum for the best viewing experience.
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+ INTERNET CONNECTION
Streaming programs typically require a minimum of 250Kbit/s of download speed in order to play without issue. Please click on this link to run a speed test to test your current Internet Connection. If your speed test results for Download are 0.30Mbps or lower you may want to contact your Internet Service Provider (ISP - such as Comcast, Spectrum, AT&T) to troubleshoot.
Poor Results Good Results
We recommend an internet connection download speed of 1Mbps for the best viewing experience.
WIRED CONNECTION VS WIFI CONNECTION
While WiFi routers have come a long way, a wireless connection is susceptible to more connection issues than a wired connection. Distance from the wireless router, walls, other wireless signals can all impact your connection. If you run into any performance issues in viewing a streaming program, we recommend switching to a wired connection. Please note that you typically will need to disable your wireless connection in order to confirm you are on a wired connection.
We recommend a wired Internet connect with at least 1Mbps of download speed for the best viewing experience
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+ CE21 MOBILE APP (Android / iOS)
Our CE21 Mobile App allows you to view programs on the go (or at your desk!) and works via either your phones WiFi connection or by mobile 4G/LTE cell connection.
Please note that downloading or streaming video on your phones cell connection (4G/LTE) may vary in quality depending on your location. Check your cell phone carrier if you are unsure on how much monthly bandwidth your plan includes.
We recommend using the CE21 Mobile App on a WiFi connection for the best viewing experience
Download the CE21 Mobile App
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+ VIRTUAL ENVIRONMENTS (CITRIX)
Watching through a remote desktop or virtual environment such as via VPN, Citrix, or other cloud-based environment can cause video playback issues or a lack of audio to be transmitted.
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