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  Support for Credit: (505) 797-6020

  Technical Support: 877-602-9877

  Support for Credit: cleonline@sbnm.org

  Technical Support: newmexico-support@clewebinars.com

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Solutions and FAQ

Technical Issues

  • 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 is stuck or has stopped playing If 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.
  • My video playback is stuttering, buffering, or playing poorly There 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.

Credit Questions

  • Who do I contact if I have questions about the accreditation of a program? For information regarding credit, contact: New Mexico State Bar Foundation Center for Legal Education CLEonline@nmbar.org Phone: (505) 797-6020
  • I can't find my handout/written materials. Your course materials are located under the Handouts button under your course title in your account page. Course materials are also included in your program viewer in the Handouts tab. Please note that some speakers do not give permission to include their slides in the written materials. If you feel the handouts are incorrect, corrupted or you are missing course materials, please contact customer support.
  • How do I access my Certificate? You can access your certificate in two different locations. Both areas for your certificate contain the exact same information but are located in two spots for convenience. PROGRAM VIEWER Your certification process is located in the viewer to access while the program is in progress or immediately after. Access by clicking on the Credit tab. YOUR CUSTOMER ACCOUNT Your certification process is also located in your customer account to access after the program. Access by clicking on the button. Please note that once you have completed your certification steps, you have the option to print your certificate or email a copy to yourself (or even another). These options can be accessed at any point within your customer account.

Payments

  • Is payment by check accepted? You have the option to pay by check at the end of the checkout process, simply click the 'pay by check' box and complete the instructions on the following page. Within one business day of receiving your fax, you will be registered for the requested event(s) and you will receive a confirmation email. Payment must be received one business day prior to the start date of your course in order to access program content.
  • I need to change/cancel/refund my course To request a change or refund to a program, please contact customer support. Phone Technical Support: 877-602-9877Email Technical Support: newmexico-support@clewebinars.com

Logging In & Passwords

  • 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://newmexicoclewebinars.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

Technical/Viewing Requirements

  • 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. Close this section + 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. Close this section + 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 Close this section + 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 Close this section + 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. Close this section
  • Can programs be viewed on mobile devices? Yes, mobile viewing is fully accessible on all iOS and Android devices via your mobile browser. For the best experience, we recommend downloading the CE21 Mobile app. The CE21 Mobile app can be download via the below links: Once the app is installed, log into the app using the same email and password you used to access the website.
  • How do I update the CE21 Mobile App to the latest version? The CE21 Mobile App is updated regularly to be enhanced with improved performance and new features If you regularly get App update notifications on your mobile device, the CE21 Mobile App will be included in these periodic notifications. Alternately, while logged into the CE21 Mobile app Click on the Gear at the top right to enter Settings Tap on "Check for updates" The app will notify you if you're on the latest version or prompt you to download the latest and greatest update!

Simulive (Scheduled) Replays

  • What is a Simulive Replay? A Simulive Replay is a pre-recorded presentation that is scheduled to replay at a certain time and date. The presenters of these programs are available during the replay to take your written questions. These programs must be watched at the scheduled time and date in order to receive credit.
  • What happens if I cannot attend a Simulive Replay I've registered for? If you miss or otherwise cannot attend a Simulive Replay for which you have registered, New Mexico State Bar Foundation Center for Legal Education staff will contact you about transferring your registration to another Simulive webinar Replay. There are no refunds or cancellations once a Simulive Replay has begun.
  • How do I test my system / prepare for a Simulive Replay? LOGGING INTO YOUR ACCOUNT Click on your account name or Person icon and you will be redirected to your customer account. If you are not logged into your customer account, click on the 'Sign In' text to sign in with your account email/password. TEST YOUR SYSTEM It is recommended to test on the computer or mobile device you intend to watch the Simulive Replay on for the registered event date. Locate the Simulive Replay and underneath the program title, click on the "Launch Viewer" button (Rotating text between "Test System" and "Launch Viewer" will display on the button until you launch the viewer for the first time) You should see streaming video and hear audio when testing your system. If you do not hear and/or see this test video and need assistance, please reach out to customer support for assistance. COURSE MATERIALS There is a Handouts button that will appear underneath the course title in your customer account as well as a Handouts tab in the viewer for course materials. Course materials can be viewed digitally in your browser or printed out ahead of the program date. ON EVENT DAY It is recommended to log into your customer account and launch the Simulive Replay viewer 30 minutes prior to the scheduled start time. Please note that the Simulive Replay stream will automatically switch from test video to the actual program sharply at the scheduled start time.
  • Can I register another person for a Simulive Replay? Yes! Our system allows users to purchase programs for their coworkers and colleagues. BUYING THE SAME COURSE FOR YOURSELF AND ANOTHER REGISTRANT In the "Registrant Confirmation" part of of the shopping cart, simply change the quantity of the course to match the number of total registrants desired and fill in the additional registrants email and name. SCREENSHOT BREAKDOWN Jane Doe is the Purchaser and will pay for the course on behalf of John Doe Jane Doe herself will be a registrant for the course "A Sample Program" John Doe will be an additional registrant on this course. Upon completing the order both Jane will receive an order confirmation and, along with John Doe, will receive an email with instructions on how to access their account and program. BUYING PROGRAM(S) ONLY FOR OTHERS If you are wanting to register a course for another person, simply select the, 'I am registering for someone else,' check box on the Registrant Confirmation portion of the Checkout process. SCREENSHOT BREAKDOWN Jane Doe is the Purchaser and will pay for the course on behalf of John Doe Jane Doe herself will not be a registrant for the course "A Sample Program" John Doe will be the lone registrant on this course. Upon completing the order both Jane will receive an order confirmation and John Doe will receive an email with instructions on how to access his account and program. If you need additional help, please reach out to customer support for assistance.

On-Demand Recordings

  • What is an On-Demand program? The On Demand is a streaming program that allows you to watch at your convenience. This program type can be: Paused Rewatched (as many times as You desire) Watched in sections on multiple days/devices In short, you have full control on whether you wish to watch the On Demand in one sitting or whether you want to watch sections on multiple days. The Program Viewer will remember your location in the video so you can watch at work and resume where you left off at home! In order to qualify for Participatory MCLE credit, you will have to fill in the periodic "Participation Codes" or "Polling Questions" that appear while you watch the recording.
  • Can I stop & start On Demand programs at any time? Yes, for all On Demand programs, you may pause the viewing and even re-open the viewer (to resume at a later date/time or even location) and the platform will remember where you left off in your viewer progress. Pause the program if you are only going to be away for a moment. Close the program completely for longer breaks. TO PAUSE: Hover your mouse over the video player and clicking on the pause icon in the lower left corner. TO PLAY: Hover your mouse over the video player and clicking on the Play icon in the lower left corner
  • Can I register another person for On-Demand access to a recording? Yes! Our system allows users to purchase programs for their coworkers and colleagues. BUYING THE SAME COURSE FOR YOURSELF AND ANOTHER REGISTRANT In the "Registrant Confirmation" part of of the shopping cart, simply change the quantity of the course to match the number of total registrants desired and fill in the additional registrants email and name. SCREENSHOT BREAKDOWN Jane Doe is the Purchaser and will pay for the course on behalf of John Doe Jane Doe herself will be a registrant for the course "A Sample Program" John Doe will be an additional registrant on this course. Upon completing the order both Jane will receive an order confirmation and, along with John Doe, will receive an email with instructions on how to access their account and program. BUYING PROGRAM(S) ONLY FOR OTHERS If you are wanting to register a course for another person, simply select the, 'I am registering for someone else,' check box on the Registrant Confirmation portion of the Checkout process. SCREENSHOT BREAKDOWN Jane Doe is the Purchaser and will pay for the course on behalf of John Doe Jane Doe herself will not be a registrant for the course "A Sample Program" John Doe will be the lone registrant on this course. Upon completing the order both Jane will receive an order confirmation and John Doe will receive an email with instructions on how to access his account and program. If you need additional help, please reach out to customer support for assistance.

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