Customer Support: 01235847393

  Customer Support: info@pesi.co.uk

  Technical Support: support@pesi.co.uk

Solutions and FAQ

Technical Issues


  • My Video isn’t loading. Try refreshing your viewer by going to the Help tab in the viewer and clicking on the "Reload Viewer" button. This "Reload Viewer" button may also be located at the bottom of your video viewer page and looks like this: You may also want to try closing the viewer window and re-launch the viewer from your, 'My Account' page. 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 to continue viewing the program. If you're on Internet Explorer - try switching to view the program on Google Chrome browser. Other popular browsers such as Safari and Firefox are compliant with playback. Following this step resolves the vast majority of playback issues. If you are still having problems, please contact the Help Desk at support@pesi.com.uk or 01235 847 393.
  • What do I do if I can’t hear the audio? Please click on the "Reload Viewer" button located with the blue buttons along the lower left corner of the video viewer page, it is also located under the Help tab in the video viewer page and looks like this: If the issue continues: Please try the below suggestions to troubleshoot your audio issues. First, please open a new tab (CTRL + T in most browsers) in your browser and go to youtube.com and click on any video to confirm you're able to hear audio. This can confirm whether this lack of audio is an issue with your machine or with the program. If you are not able hear audio on a YouTube video the issue is with the audio settings on your computer/device. Try closing the viewer tab, returning to your online account and launching the viewer again by clicking the green Launch Viewer button under the title of the course. External Speakers 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. System Volume There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers. If you click this icon you can adjust your overall system's sound settings. If none of these solutions work and you need assistance, do not hesitate to contact Customer Support at psychotherapyexcellence@ce21.com or at 01865 428 649
  • 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.
  • Do I need special equipment / What are minimum specs needed to view programs? You can test your internet connection & system by clicking on this link (which will open a program viewer in a new tab). You should see a test video, hear audio and see a test PowerPoint slide. If you are having trouble with the test video buffering or not playing, please feel free to contact Customer Support for assistance. While viewing programs is compatible with a wide variety of operating systems, browsers and internet connections, below are some suggestions to better assure compatibility and a better viewing experience. If you are unsure on what browser and/or operating system you are on, you can click on this ​link (Windows 10 may show as Windows NT 10.0) ***Click on each panel section below to view the related suggested minimum system specs *** + OPERATING SYSTEM Windows Windows 7, 8, 8.1 & 10 are all supported. We recommend Windows 8.1 and above for the best compatibility and viewing experience. Mac OS Mac OS X 10.12 (Sierra), Mac OS X 10.11 (El Capitan), Mac OS X 10.10 (Yosemite), Mac OS X 10.9 (Mavericks), Mac OS X 10.8 (Mountain Lion), Mac OS X 10.7 (Lion) & Mac OS X 10.6 (Snow Leopard) are supported We recommend Mac OS X 10.9 (Mavericks)and above for the best compatibility and viewing experience. Close this section + INTERNET BROWSERS We support all major browsers including Google Chrome, Firefox Quantum, Internet Explorer, MS Edge, Safari and Opera We recommend the latest versions of Google Chrome and Firefox Quantum for the best viewing experience. Close this section + INTERNET CONNECTION Streaming programs require a minimum of 250Kbit/s of download speed in order to play without issue. Please click on this link to run a speed test to test your current Internet Connection. If your speed test results for Download are 0.30Mbps or lower you may want to contact your Internet Service Provider (ISP - such as Comcast, Spectrum, AT&T) to troubleshoot. Poor Results Good Results We recommend an internet connection download speed of 1Mbps for the best viewing experience. WIRED CONNECTION VS WIFI CONNECTION While WiFi routers have come a long way, a wireless connection is susceptible to more connection issues than a wired connection. Distance from the wireless router, walls, other wireless signals can all impact your connection. If you run into any performance issues in viewing a streaming program, we recommend switching to a wired connection. Please note that you typically will need to disable your wireless connection in order to confirm you are on a wired connection. We recommend a wired Internet connect with at least 1Mbps of download speed for the best viewing experience Close this section + CE21 MOBILE APP (Android / iOS) Our CE21 Mobile App allows you to view programs on the go (or at your desk!) and works via either your phones WiFi connection or by mobile 4G/LTE cell connection. Please note that downloading or streaming video on your phones cell connection (4G/LTE) may vary in quality depending on your location. Check your cell phone carrier if you are unsure on how much monthly bandwidth your plan includes. We recommend using the CE21 Mobile App on a WiFi connection for the best viewing experience Download the CE21 Mobile App Close this section + VIRTUAL ENVIRONMENTS (CITRIX) 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. Close this section

Preparation for a webcast


  • How long will I have access to a webcast? For individuals participating in a webcast, you will typically have access to the archived version for 3 months from the time the webcast took place. The archived version of the webcast typically becomes available within three weeks of the initial broadcast.
  • How do I access the Course Materials? Course Materials can be accessed from your user account or from the viewer. The instructions for both have been listed below. Accessing materials from your online account: Under Pending or Completed Seminars, locate the name of the webcast you've registered for. Underneath the seminar title, there will be a "Handouts" button. Click on it to open the Handouts dialog. A new window will appear with a list of hyperlinked course materials. Click the hyperlink for each handout you would like to download. Upon clicking on a handout, the file may automatically download or you may be asked whether you want to Open or Save the file(s). If you choose Open, the handout will be opened as soon as the download is complete. If you choose Save, ensure that you know where you save your downloaded files by default. For most people, this will be on your Desktop or in your My Documents folder. Downloads will often show at the bottom left of your browser window. Accessing materials from the viewer: Click the 'Materials' tab located on the upper right hand corner of the viewer. Once the 'Materials' tab is open, a list of hyperlinked course materials will be displayed. Click on the hyperlink for each handout you would like to download. Upon clicking on a handout, the file may automatically download or you may be asked whether you want to Open or Save the file(s). If you choose Open, the handout will be opened as soon as the download is complete. If you choose Save, ensure that you know where you save your downloaded files by default. For most people, this will be on your Desktop or in your My Documents folder. Downloads will often show at the bottom left of your browser window. If you are having trouble finding the file or don’t think it is being downloaded, please contact your System Administrator for help.
  • Who do I contact if I still have questions? If you still have questions, you can contact us by phone or email. Phone: 01235 847 393 Email: support@pesi.co.uk
  • Can Programs Be Viewed On Mobile Devices? Yes, mobile viewing is fully accessible on all iOS and Android devices. This 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.

Billing/Accounts/Certification


  • What do I do if I need to change courses, cancel my order or get a refund? To change courses, cancel an order, or get a refund, please send an email to info@pesi.co.uk with your name, email address, confirmation number, name of webcast or product, date of purchase, date of webcast (if it was a live event), and issue. We will handle your request within 1 business day and confirm via email.
  • How do I receive a CPD certificate of completion? For Live In-Person Events, you only need to complete the evaluation to receive your CPD certificate. For Live Video Webcasts and Digital Recordings, there will be a quiz at the end of the course. This quiz will be based on content covered during the course and will need to be completed to receive your CPD certificate. To complete your certification requirements and to download or email your certificate, start on your, ‘My Account,’ page: Click on the orange button with a star, similar to the image below: This will launch a certification window with sections that can be expanded to complete. After all of the tabs are green, opening the last tab will let you download your certificate to print or email.
  • What is Psychotherapy Excellence's VAT number? 142 1867 22

Online CPD Subscription


  • How do I earn my CPD certificate? A CPD certificate will be issued upon completion of the post-test and evaluation located in your online account. Every Digital Seminar, DVD and Online Course comes included with a post-test, evaluation and CPD certificate at no additional cost. Please see the following steps to help you get started: To access your post-test and evaluation, simply login to your account and scroll down to your purchase history on the "My List" tab. The yellow "CPD Certificate" button will allow you to begin the post-test and evaluation. Simply click on the Quiz or Evaluation to get started. Upon completion of both the Quiz and Evaluation, you'll unlock a downloadable CPD certificate to print for your records. You can always reaccess your certificate at any time through your account.
  • How do I see what is available in my subscription? Check out every product here: https://catalog.pesi.co.uk/tag/subscription
  • With my subscription, how do I add products to my account? Be sure you are logged in to your account. Click Launch on any program that is included in the subscription. This will launch the viewer and add the program to your account.

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