| 1. Can I use my mobile device to complete the course?
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Although you can use your mobile phone to access the course, this course is not designed for mobile viewing. You will have a better user-experience on a laptop or desktop computer.
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| 2. I am not able to change my password.
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If you are unable to change your password, contact the Support Center at 602-452-3519. The Support Center technician will ask you to verify your identity and to provide your PIN.
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| 3. I am not able to login.
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If you are using a laptop or desktop computer, check to see what browser you are using. For best results use the Microsoft Edge browser. If you are using Firefox or Safari, make sure to update to the most current version. This course is not designed for mobile viewing.
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| 4. The course will not launch.
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If you have followed all the steps and the course does not launch, you may want to disable the pop-up blockers. Try using the Microsoft Edge browser rather than Chrome, Firefox or Safari.
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| 5. How do I disable my pop-up blockers?
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Click on the link for more information on how to disable pop-up blockers: How to Disable a Pop-Up Blocker: Geek Squad - Best Buy
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| 6. The course froze.
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Try logging off and logging back into the program. If that doesn’t work try to wait a few minutes before logging back in. Sometimes your device or the internet may be running slow. Instruct the user to clear out their internet browser cache.
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| 7. Why is the video playing but without sound?
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Check speaker output. If multiple audio output devices are available, check that you have the appropriate one selected by selecting the “Speakers” icon on the taskbar. Next, select the arrow to open a list of audio devices connected to your computer, and check that your audio is playing to the audio device you prefer, such as a speaker or headphones. Additionally, check another audio sources such as YouTube. If you are unable to hear sound from a separate audio source, this issue is with your device. Try another device or seek outside technical support.
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| 8. I took the entire course but I’m not getting credit in my transcript for taking it.
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Make sure the user hasn’t created two accounts under the same email. TraCorp doesn’t allow that, and essentially the two identical accounts will cancel each other out by not recording any progress or completion. This is usually the case when a user will go through the course, maybe stop midway for some reason, return, forget what their password is, become impatient and just create another account with similar information.
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| 9. My certificate did not get filed with the court.
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Did you complete the evaluation with your first and last name, county, and date submitted? Submitting your evaluation at the end of the course is the best way for us to be notified that you have completed the course.
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