Technical Support: (877) 602-9877

  Technical Support: ckcle@ce21.com

Solutions and FAQ

My Account


  • 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://ckcle.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 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 “Change Email or Password” button below your profile photo. Enter your new email address and click the "Update Email" button UPDATE PASSWORD To update your email address, please log into your customer account and select “Change Email or Password” button below your profile photo. Enter your new password, enter it again and click the "Update Password" button
  • I am not receiving a reset password email RESET PASSWORD VIA BROWSER When requesting a password reset, it can take up to 5-10 minutes to appear in your email. Be sure to check your junk/spam folders in your email client. If you still haven't received the reset password email after 10 minutes and checking your junk/spam filter, please contact support or see the SMS solution below. RESET PASSWORD VIA CELL PHONE/TEXT MESSAGE (SMS) If you have your mobile phone number already entered into your customer account, you can additionally send a password reset code to your cell phone via text message (SMS) The below image will show when you follow the Reset Password process and have your mobile phone number previously entered into your customer account:

Technical Issues


  • My video is stuck or has stopped playing Please try using the "Reload Video" button that is located at the bottom left corner of your program viewer. If you continue to run into issues, then you may want to try refreshing your entire viewer browser tab by going to the Help tab in the viewer and clicking on the "Reload Viewer" text at the top of this tab. If the issue continues, please reach out to customer support for further assistance.
  • My video playback is stuttering, buffering, or playing poorly There 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. 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. CONSISTENT VIDEO PLAYBACK ISSUE STEP #1: LOCK ONTO THE LEAST DEMANDING VIDEO STREAM You may be having intermittent issue 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 "180" to lock your video onto the least demanding video stream. If video playback issues continue - move onto Step #2 below 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 and quicker option is to try switching to a different browser than the one you're currently using to continue viewing the program. If you're on Internet Explorer or Safari - try switching to view the program on Google Chrome browser (or vice versa). Other popular browsers such as Opera and Firefox are compliant with program playback. Switching to a different Internet browser to resume playback resolves the vast majority of playback issues. If playback issues continue, then please reach out to customer support for further assistance.
  • I can see the video, but I can't hear anything (or very low audio) Please click on the "Reload Video" button located at the lower left corner of your program viewer, it looks like this: If you still are not hearing audio in your program - 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.
  • 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 Certificate tab. YOUR CUSTOMER ACCOUNT Your certification process is also located in your customer account to access after the program. Access by clicking on the Certificate 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.
  • 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.

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