Why can't I see Video?
Why can't I hear audio?
How do I disable my Pop-up blockers?
Will I receive a certificate of completion after participating in the Web Event?
How do I contact technical support?
Is participation in a live Web Event considered group-study or self-study?
Where can I find more information on CPE credit?
Can I still log in and participate if I am late?

Why can't I see Video?

Please check the following:

• Are you still connected to the internet?
• Does your IT department allow access to streaming audio/video through your corporate network?
• Do you have the correct media player installed?
  • Download Windows Media player here: http://www.microsoft.com/windows/windowsmedia/download/
  • Download Adobe Flash Player 8+ here: http://get.adobe.com/flashplayer/
• Do you have the appropriate bandwidth to view the broadcast?
  • Symptoms of incorrect bandwidth include freezing or stuttering video during playback.
  • If you are watching a bandwidth too high or too low for your connection, hit the refresh or "Change Media" button located with your player controls and choose a different speed.
• Does your IT department allow access to streaming audio/video through your corporate network?
• If you are using Windows Media Player and the player stops or gives you an error message, you may be missing a video codec required to decode the video stream.
  • You can download the Microsoft Codec Installation Packages by clicking on this link: http://www.microsoft.com/windows/windowsmedia/forpros/format/codecdownload.aspx
  • You may need to check with your internal IT department for assistance.
  • If you do not have access to an IT department, please contact the manufacturer of your media player for assistance.
  • Windows Media Player support – Online at: http://support.microsoft.com/ph/7763/en-us#tab0 By Telephone at: 1.800.Microsoft (642.7676)
  • Adobe Flash Player support – Online at: http://www.adobe.com/support/flashplayer/ By Telephone at: 1.800.642.3623

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Why can't I hear audio?

Please check the following:

• Are you still connected to the internet?
• If you have internal speakers verify that they are not muted.
• If you have external speakers verify that they are turned on and aren't muted.
• Do you have the correct media player installed?
  • Download Windows Media player here: http://www.microsoft.com/windows/windowsmedia/download/
  • Download Adobe Flash Player 8+ here: http://get.adobe.com/flashplayer/
• Do you have the appropriate bandwidth to view the broadcast?
  • Symptoms of incorrect bandwidth include freezing or stuttering video during playback.
  • If you are watching a bandwidth too high or too low for your connection, hit the refresh or "Change Media" button located with your player controls and choose a different speed.
• Does your IT department allow access to streaming audio/video through your corporate network?
• If you are using Windows Media Player and the player stops or gives you an error message, you may be missing a video codec required to decode the video stream.
  • You can download the Microsoft Codec Installation Packages by clicking on this link: http://www.microsoft.com/windows/windowsmedia/forpros/format/codecdownload.aspx
  • You may need to check with your internal IT department for assistance.
  • If you do not have access to an IT department, please contact the manufacturer of your media player for assistance.
  • Windows Media Player support – Online at: http://support.microsoft.com/ph/7763/en-us#tab0 By Telephone at: 1.800.Microsoft (642.7676)
  • Adobe Flash Player support -  Online at: http://www.adobe.com/support/flashplayer/ By Telephone at: 1.800.642.3623

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How do I disable my Pop-up blockers?

Pop-up blockers are software programs that stop windows from opening automatically. These windows often feature advertisements that can be an annoyance while browsing the internet.

While this is normally a desired result, some software utilizes the additional windows to deliver key functionality. The webcast utilizes pop-ups to automatically open your media player and presentation slides in a new window. If your pop-up blockers are operating, it will prevent you from being able to view the event.

It is very common to have multiple pop-up blockers operating at the same time; some you may not be aware of. You can locate most pop-up blockers in either the system tray (lower right hand corner of your screen but the clock) or as a toolbar (in IE and Firefox click on "View" then "Toolbars" to activate or deactivate toolbars).

Common toolbars such as Google and Yahoo Companion have built in pop-up blockers that you may need to disable. Also, if you are running personal firewall software such as Norton's Internet Security or Zonealarm, they will also block pop-ups.

If you are running personal firewall software and cannot view the event, please contact your internal IT department or the manufacturer of your firewall software for assistance in disabling pop-up blocking.

Also, if you are using a corporate network, please be aware of your IT policies regarding streaming audio and video. It is very common for businesses to block access to certain web sites containing unrelated content or streaming audio and video. Your IT department may need to make an exception in the system allowing you to view the broadcast.

For instructions on disabling a number of common pop-up blockers, please click on the following link: http://www.iian.ibeam.com/activecast/checker/moreinfo/popupblockers.html

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Will I receive a certificate of completion after participating in the Web Event?

No. After the Web Event is completed, you will receive a CPE form via e-mail. Please complete that CPE form, fax or mail a copy to AICPA as directed on the form, retain a copy of it for your own CPE records and submit the original to your State Board for approval.

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How do I contact technical support?

When the FAQs don't resolve your issue, we ask that you contact us immediately for further assistance.

• Member Service Center by Telephone – 1.888.777.7077
• Member Service Center by Email – service@aicpa.org
• Due to varying email volume and processing times, we recommend attempting to contact us by telephone first if you are contacting us on the same day as your event.
• If available, the following information can be very helpful to us when troubleshooting your issue.
  • What operating system are you currently using?
  • What internet browser are you using?
  • Are you receiving any error messages?
    • If so, please record the exact text of the message as it appears.
  • Are you running any anti-virus software?
    • If yes, what brand/version?
  • Are you running any pop-up blockers or toolbars?
  • Are you accessing the internet from your home PC or are you on a corporate network?
  • What type of connect are you using?
    • Cable, DSL, Dial-up, etc…
  • Can you provide a step-by-step description of how you are accessing the web event?
  • What media player are you using?
    • Do you know the version of the player software?
  • Have you ever been able to view a web event using the PC in question?
    • If so, when?

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Is participation in a live Web Event considered group-study or self-study?

Participation in a live Web Event is considered group-study. Credit is based on the scheduled length of the live program, with one 50-minute period equal to one CPE credit. Most Web Event are scheduled for 100 minutes or two CPE credits.

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Where can I find more information on CPE credit?

You can find more information on the following cpa2biz web page (Important Information on Your CPE Credit).

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Can I still log in and participate if I am late?

Yes, you can log in during any portion of the Web Event. Please note you may not be able to qualify for the total credit hours offered.

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What is the refund policy?

Refunds, less 50 percent administrative fee, will be issued if cancellation requests are received up to a day prior to Web Event. No refunds will be issued if cancellation requests are received during the Web Event or after the Web Event completion. For further information, call the AICPA Service Center at 888-777-7077, Option 3, or send an e-mail to service@aicpa.org.

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