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://promise.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.
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
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
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 in 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
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 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 supported by Microsoft and is also no longer supported for program playback. If you are unsure of what Internet browser you are using, you can check by visiting this link. If you are on Internet Explorer, we recommend you switch to Microsoft Edge
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.
If The Reload Video button does not seem to resolve the issue, 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 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 the lowest quality (lowest number) available. In the below screenshot the lowest quality is 180.
If video playback issues continue - move onto Step #2 below
PLEASE NOTE: If you are on a Mac device and/or using Safari, the HD button 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 on 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 to view the program on 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.
Internet Explorer is no longer a supported web browser. If you are attempting to view the video content using Internet Explorer, you will need to switch to another browser such as Microsoft Edge, Google Chrome or Firefox.
If any video playback issue persists, please contact Support for further troubleshooting.