Web Event Frequently Asked Questions

Why can't I see Video?

Please check the following:

  • Did you do a system test?
  • Are you still connected to the internet?
  • Is your computer configured to stream media? Test your system
  • Do you have the correct media player installed?
  • 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.

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Why can't I hear audio?

Please check the following:

  • Did you do a system test?
  • 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?
  • 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.

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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?

If you opted for the CPE version of the webcast then: YES. After the Web Event is completed and you have selected all of the qualifying attendance checks, you will have the ability to print/download your CPE certificate. There are a number of ways to access your certificate.

  • At the end of the event, while still logged in, you can click the CPE icon at the bottom of the event player, which will launch a pop-up window containing your certificate.
  • If you do not click the CPE icon while in the presentation, you will have subsequent opportunities to download and print it. A post event email will be sent to the email address the event was registered under with a direct link to your certificate, as well as, access to the archive where you can again click the CPE icon.
  • If you have an AICPA/CPA.com store ID, you will also be able to access your certificate from your My Accounts section. If you opted for the NO CPE version of the webcast then you will not be able to receive a certificate of completion.

NOTE: If you attended the CPE eligible webcast event, but did not click all the required attendance checks, qualifying you for CPE credit, you will NOT be able to use the archive of the event to then qualify for CPE. As a reminder CPE credit cannot be given for watching the archived version of the webcast due to NASBA guidelines.


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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, however if you do not respond to the required amount of attendance checks, which are randomly distributed throughout the event, you will not qualify to receive your CPE certificate.


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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 email to service@aicpa.org.


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How does group registration work?

When a group/firm purchase is made, participants have the ability to attend the event individually using their own computers or in a group using a single computer.

After the group purchase is made, the purchaser will receive an email which provides them a link to distribute to each participant. This link allows the participant to register themselves into the event. This should happen regardless of the method of attendance. Registration is an important part of the certificate record keeping process.

After each individual has registered, they will receive an email with a direct link to the event, so if the person is attending alone using their own computer they can simply click the direct link, and will gain access into the event. If the person is intending on sitting a room with others, they can use the direct access link in the future to access the archived event.

For those participants sitting together as a group, using a single computer, the person who makes the PURCHASE must be the person logged into the event in order for everyone to receive CPE credit. As the attendance checks are presented on the screen the person logged in must answer them. If all the required checks have been met at the end of the event, the person logged in will click the CPE icon and a form will be provided, so that they can enter each participant who was sitting in the room with them.

So what does this mean for my CPE certificate?
If you attended in a group, then the person who is logged in is responsible for responding to the attendance checks. After the event is over and the person logged in selects the CPE icon, they will be required to fill in the name, email and STORE ID of each person sitting in the room. This is why those individuals must have previously registered. Without a valid store ID, the attendee will NOT be able to access their CPE certificate from the MY ACCOUNT option after the event is over. Once the form has been completed and all participants have been added, the person logged in will be presented with each individual’s certification. It is recommended that the certificates be saved and printed immediately.


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