FAQs and Troubleshooting Tips

We put together this FAQ and troubleshooting page in order to help resolve common issues. If, after following all the recommendations below, you still are having technical issues, please call Customer Service Monday-Friday 6am-5pm, Saturday 8am-4pm PST at 1-800-990-2731 or click on the Contact Us! link above and send us an email.

Where do I go for Online Grading?

I need help with my PDF!

I need help with my Online Course!

Where do I go for online grading?

In the exam packet you received, you were given instructions on how to access online grading. The online grading website is located at http://www.pescpeonline.com.

We recommend completing your answer sheet prior to accessing the online grading website. This will allow you to enter your answers quickly and and have the sever instantly grade your exam and provide you a certificate of completion.

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I need help with my PDF!

I did not get my email confirmation.

IMPORTANT!! DO YOU HAVE A SPAM BLOCKER ON YOUR EMAIL ACCOUNT? If you didn't receive your email confirmation, check your "blocked" folder. Your confirmation email will be from websales@pescpe.xohost.com.

I do not have the current version of Adobe Reader.

Do you need Adobe Reader®? In order to open the PDF files, you will need Adobe Reader® installed on your computer. If you do not have this program, you can download it for free. Visit www.adobe.com to download the latest Reader program for FREE!

How do I download my PDFs from my email?

Your email confirmation of your web order will provide you two options to access the PDF files. OPTION 1 includes downloading the PDF files in an executable zip format. This option downloads all files you will need to complete the course at one time. OPTION 2 includes accessing the PDF files individually and saving them to your desktop. You should choose the option that you are most familiar with. Please keep in mind if one option doesn't work for your computer setup you should try the other option before calling Customer Service.

OPTION 1 (Save file to your desktop, then open in Adobe Acrobat):

1) Click on the link that ends in .EXE or select complete address and paste into your browser (AOL/Yahoo/Hotmail Users: Many of these email accounts do not allow you to click on links in an email for security reasons. Copying the address and pasting into your browser usually resolves this issue).
When you click on the link a window will appear that says "File Download - Security Warning" and it will ask "Do you want to run or save this file?" Choose SAVE. Then a window appears asking you WHERE you want to SAVE the file. We recommend saving the file to your DESKTOP so it will be easy to locate. Select DESKTOP and then SAVE.

2) Allow up to 5 minutes for the .EXE file to completely download depending on the size of the file and your connection speed.

3) When download is complete, click CLOSE if the window does not close automatically for you.

4) Close out of your browser (Internet Explorer, FireFox, etc.). Go to your DESKTOP and locate the course package, indicated by the course number, you downloaded. Double-click on the course number package.

5) When you click the course icon the WinRAR self-extracting archive window comes up. The "Open File - Security Warning" window pops up stating "The publisher could not be verified. Are you sure you want to run the software?" Click RUN. The extraction software will then ask you WHERE you want to INSTALL the documents. Again, we recommend saving the file to your DESKTOP. After indicating the destination folder, click INSTALL.

6) A folder containing your course materials will be placed on your desktop - double click on the folder and you will see two PDF files. One file is the exam and one file is the course material.

7) Click on each individual .PDF file and it will automatically open in Adobe Reader®.

OPTION 2 (Open each PDF in your Internet Browser and Save to desktop):

1) Click on each individual link noted that ends in .PDF or select complete address and paste into your browser (AOL/Yahoo/Hotmail Users: Many of these email accounts do not allow you to click on links in an email for security reasons. Copying the address and pasting into your browser usually resolves this issue). Please note there are two separate links. One is the EXAM, one is the TEXT material. You will need both items to complete your CPE course.

2) Each .PDF file will automatically open in Adobe Reader through your Internet browser

3) Allow up to 5 minutes for the .PDF file to completely load depending on the size of the file and your connection speed. You will know that the .PDF has completely loaded when you are able to navigate through all the various pages. Once you can view the complete .PDF file, we strongly recommend that you save it to your desktop - (use the File / Save command from your Adobe menu bar and/or use the Save As icon)

4) Once you have saved the .PDF files to your desktop, you can close your Internet connection and access the course and/or exam from your computer directly

5) You have 45 days to download this information. After that time, you will need to contact customer service for access.

My PDF is all garbled.

This can happen if there is not enough cache available in your browser or you disconnected before the PDF completely downloaded. We recommend using the .EXE file download (see Option 1 above). This downloads the complete PDF directly onto your hard drive. Once it is downloaded, open Adobe Reader and open the PDF through the program by going to FILE and then OPEN.

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I need help with my online course!

How do I access my online course?

Computer-based online courses are not available on this website. You place your order to purchase the course here, but you access your course at http://www.pescpeinteractive.com.

To access the online course interface you will need to set-up a user account. This account is not the same as what you set-up to buy courses. If you have never taken an online course, you must set-up a user account. Once you set-up your account, you will use this account to access your learner environment for all online courses.

I did not get my email confirmation.

IMPORTANT!! DO YOU HAVE A SPAM BLOCKER ON YOUR EMAIL ACCOUNT? If you didn't receive your email confirmation, check your "blocked" folder. Your confirmation email will be from websales@pescpe.xohost.com.

I forgot my password?

Email support at support@pescpeinteractive.com and we will send you your login and password.

I cannot find the online course I ordered under my Course To Complete.

1. Once you get to http://www.pescpeinteractive.com, FOLLOW THE INSTRUCTIONS carefully.

2. PER THE INSTRUCTIONS AT THE TOP OF YOUR STUDENT HOME PAGE:

On the right hand side of the page, select from OTHER AVAILABLE CLASSES the course you purchased. Click on the ENROLL button (the first button next to the title), then click PROCESS button.

3. Click GO BACK TO HOME SCREEN and the course should appear under CLASSES - CURRENTLY ENROLLED.

4. Click ENTER on the course you added to the CLASSES - CURRENTLY ENROLLED and begin your course.

5. Repeat process for any additional online course you may have purchased.

I cannot submit my final exam.

You must read all the course material in order to complete the final exam and have the link be active. The way to verify that you have completed your course work in order to submit your final exam, look at your menu for the course you are taking.

On the right-hand side is a column labeled STATUS. All chapters must have a GREEN CHECKMARK in order to be completed.

Check that all your chapters have a checkmark. If they have a YELLOW BOX or a RED LINE they are not completed and you must enter the TASK and complete all pages so that the STATUS column becomes a GREEN CHECKMARK.

Once you have all green CHECKMARKS on the right-hand side, the FINAL EXAM link at the very bottom should be available. Click on that link, verify all your answers, and then hit submit.

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