Frequently Asked Questions

You are entering either the wrong username or the wrong password. First, make sure your password is correct. Keep in mind that the password is case-sensitive. Make sure you do not have your CAPS LOCK on, and try typing the password in slowly to reduce typing errors. If you have forgotten your password, you can reset it.

Do we have the correct email address on file for your username? Have you checked the spam folder in your email program to make sure it didn’t get flagged as spam?

When you request to reset your password, you have a limited amount of time to respond to the email you receive. Once your request is made, you should receive the reset email within a matter of minutes. Check your email and then click on the link to reset your password. If you wait too long and the request expires, you can ask for another reset. Also, the link in that email can be used only one time. If you click on it, you must follow through to complete the reset as the link expires once it takes you to the page to reset your password.

There may be several reasons why this error message appears: (1) We are not streaming at this time. Refresh the page and then try to play the webcast again; (2) There is a problem with our streaming server that prevents the live stream from being broadcast; (3) Your browser and/or device does not fully support HTML5 video streaming. To check whether your device or browser supports our streaming protocol, go to On that page, make sure that under video codecs that H.264 support is marked with “Yes.” If not, click on the “H.264 support” text and choose “Compare” on the popup to see which browsers do support it. You will need to make sure you have one that is listed.

Make sure that we are in fact streaming. We could be experiencing a temporary streaming issue. Refresh the page and then try to play the webcast again. Also, check that you do not have any Internet filter or firewall rule that is blocking streaming video.

This means you must update your profile and/or password. Look on the form and see if it is telling you to update just your profile or your profile including your password.

First, make sure you have the latest version of Internet Explorer installed. If you still have problems, try using a different browser such as Firefox or Chrome.

Close all browser windows and try again. If all else fails, try clearing your browser’s cache.