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  Technical Support: 877-602-9877

  Account Support: contact@jenerationshealth.com

  Technical Support: jhesupport@ce21.com

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Solutions and FAQ

My Account

  • 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:
  • 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://jenerations.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 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

Registration

  • 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 Account Support: contact@jenerationshealth.comTechnical Support: jhesupport@ce21.com

Certificates

  • 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.
  • I can't find/am missing my course 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. For Live Webcasts, it is possible that some course materials may not become available until 1-2 days before the program date. If any course materials are added while any Live Webcast is actually in progress the handouts will automatically populate the Handouts tab in your viewer. 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. .tb_button {padding:1px;cursor:pointer;border-right: 1px solid #8b8b8b;border-left: 1px solid #FFF;border-bottom: 1px solid #fff;}.tb_button.hover {borer:2px outset #def; background-color: #f8f8f8 !important;}.ws_toolbar {z-index:100000} .ws_toolbar .ws_tb_btn {cursor:pointer;border:1px solid #555;padding:3px} .tb_highlight{background-color:yellow} .tb_hide {visibility:hidden} .ws_toolbar img {padding:2px;margin:0px}

Technical Issues

  • 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 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.

On-Demand FAQs

  • 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. 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.

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